Frequently asked questions See questions posted by others

 

- Check if the caption field is filled with the minimum of two words, and that none of them is a number (e.g. “mate 1” is not a correct entry)

Support Info

Telephone

+385-1-48-46-147


Ticket system

StoryEditor support


Graphics FAQ list

  • I can’t insert the text in the frame. +

    - Check whether the frame is correctly labeled, and if it is, check whether it is already connected with ID of some other text (StoryLink - Options - Labels - Read labels). If that is the case, use Clear Read More
  • I’ve sent the page to the next status by mistake, can i return it back? +

    - Yes, use the status menu (big arrows at the bottom of the StoryLink window) to take it one step back. If it was in FTP status, make sure you notify the person in charge of Read More
  • I can’t insert  the photo into frame. +

    - Check whether the frame is correctly labeled, and if it is, check whether is already connected with ID of some other text (StoryLink - Options - Labels - Read labels). If that is the case, use Clear all Read More
  • I’ve added the element on the page to edit it in InCopy. The editor sees the element but can not work with it. +

    - The elements added afterwards must be exported for work in InCopy - IC is the label at the bottom of the window in StoryLink.- If the element is correctly exported, then it must be free for Read More
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Ads FAQ list

  • I placed the ad and I can’t see it in Composition page +

    - Check if the ad has been assigned to an ad group, and if not, make sure you assign it to one. Read More
  • An ad covers the entire magazine’s page and goes beyond the page, but when it’s positioned on the page, it does not fit into the bleed. What am I doing wrong? +

    - In order for the ad spanning over the entire page to be correctly positioned when creating the format, x1 coordinate needs to be at the beginning of the bleed (-3 mm) Read More
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Media FAQ list

  • I can not upload the photo. +

    - First make sure that the format of the photo is correct (jpg, psd, ai), then check if the file size is bigger than allowed. Read More
  • Why can’t I save the photo? +

    - Check if the caption field is filled with the minimum of two words, and that none of them is a number (e.g. “mate 1” is not a correct entry) Read More
  • I’m searching for a photo using filters, checking through the authors and captions, but can’t find a single photo. +

    - Probably you still have some of the other filters active. Active filters are marked with a star. Turn off all of those you don’t need.- Check if you are searching in the right publication Read More
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Articles FAQ list

  • How can I find my texts? +

    - If you have assigned your text the label My folder when you started writing, click the My folder icon and all the texts will appear. If you haven’t labeled your text, use the search by Read More
  • Why can’t I open the text? +

    - Because it is open by another user (place the cursor above the exclamation mark, and the username of person who is currently in the document will appear), or it is linked to the page, or Read More
  • I have turned off the program, but haven’t saved the last version of the text. +

    - If you’ve been saving it during work, all those versions can be reached with the clock icon placed at the right side of the text. If the text hasn’t been saved not even once (and Read More
  • I’m searching for the article using filters, I’ve been searching by the section and my name but there is not one article. +

    - Probably you still have some of the other filters active. Active filters are marked with a star. Turn off all of those you don’t need. Read More
  • I’m searching for the articles using filters, I’ve been searching by the section and working title, but there is no article. +

    - Check if you are searching in the right publication.- Probably you still have some of the other filters active. Active filters are marked with a star. Turn off all of those you don’t need. Read More
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General FAQ list

  • I have copied the password from the e-mail and can’t log in? +

    - You have probably also copied the trailing whitespace by mistake. Try to transcribe the password correctly and make sure that your keyboard doesn’t have Caps Lock turned on. - Check whether you have typed your username Read More
  • I’m already in the system but can not see the publication I need. +

    - First of all refresh the menu and then call the technical support, you are probably not authorized to work in that publication. Read More
  • I see the publication, but don’t see the section. +

    - First of all refresh the menu and then call the technical support, you are probably not authorized to work in that section or the section hasn’t been created yet. Read More
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Telephone Support

Telephone support is available 24 hours / 7 days in week on the numbers below.

Marko: +385 91 25 24 006
Matija: +385 91 45 24 006
Snježana: +385 95 90 36 127

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if you want a step by step guidance, please contact us.

Contact Us

Ticket System

Create a StoryEditor Support Ticket to resolve your problem.

Once the question has been submitted to the system, an e-mail confirmation will be sent to the e-mail specified on your account. If you do not receive a confirmation e-mail, please check the spam filters for this inbox. If you do not receive the e-mail, your question may not have been successfully entered in to the support system