Problems adding or replacing pages

The following article details how to rectify any issues you experience when adding pages to your publication.

How should I prepare your PDF file before adding pages.
- Page(s) should be single spreads.
- Same page size as the original publication pages.
- A maximum of 500 KB's per page.
- Fonts should be fully embedded or embedded subsets.
- Applying page changes to over 50% of a publication is not suggested and may cause stability issues. It is recommended to instead upload a complete new version of the publication and then import the settings from the old publication if needed.

How do I prepare the publication before adding pages?
- Download the full PDF file from the publication and make sure that the file is not corrupted or that any security is present.

What if the Downloadable PDF file is corrupted or has security?
- Go to "Edit > Pages > Change Downloadable PDF file" and choose and PDF file that is consistent with the original publication or a dummy PDF file that can be used to just add the pages.
- When the upload of the new downloadable PDF is done you can start to add the new page(s).

What shall I do if the process gets stuck?
- In some cases the add page(s) process gets stuck at 96% which means that the page has been uploaded and converted successfully and is just waiting for it to be imported.
- On some occasions the uploading of files can fail due to a network connection issue whilst transferring the file over to our servers.
- If there is a queue on our importer this might take longer than usual but if the waiting time takes longer than 1 hour please contact support@zmags.com (Remember to include the publication ID in your email, which can be found by hovering your mouse over the publication's name in the "All Publications" list.)
- Please do not cancel the running process in the Zmags Publicator as this might corrupt some of the pages in the publication.

How does Support handle the issue?
- We will cancel the process using a backend tool so no pages will get corrupted.
- When the process is cancelled we will make sure that all pages are intact and that the downloadable PDF file is as recommended.
- Support will then reply to your email with a description of what caused the issue.

How should I react to the reply from Support?
- You can try to add the page again or simply attach the file to a new reply to support so we can replace the page. (Remember which page number the page should be added as).

What if the page addition gets stuck again after contacting support.
- Please reply the email from support with the page(s) attached so we can investigate the issue further.