If you have issues uploading photos to Imagen, try these troubleshooting steps before contacting our customer success team:

1. (Mac users) Give Imagen file and folder permissions.
   
   
2. Make sure you have at least 1 GB of free space on your main drive.
   
   
3. Make sure your internet connection is working well. 
   
   • Try a different network to verify if the network is causing an internet connection issue. For example, use a mobile phone hotspot to connect to the internet. If the issue happens on both networks, it's not a network issue.
   • (Windows users) Make sure your Firewall isn't blocking Imagen.
   • VPNs or antivirus programs might create network issues, so try disabling them, and then try again.
4. Install the latest Imagen version.
   Mac version
   Windows version
   
   
5. Install Imagen again with a clean install.
   
   
6. Install the relevant Adobe DNG converter on your machine:
   Adobe DNG Converter for Mac
   Adobe DNG Converter for Windows
   
   
7. Restart your computer, and try again.
   
   
8. (Lightroom Classic) Create Smart Previews for all the photos you want to upload and try again.
   
   
9. (Lightroom Classic) If your Lightroom catalog or photos are located on an external drive or cloud-synced folder, read this guide to find solutions: Uploading photos from an external drive or cloud.

If you still have a problem, contact support.