Troubleshooting

Fixes for the common problems with a connected AI assistant — a 'blocked by a firewall' message, missing orders or artwork, analysis still running, a connection limit, and how to stop it entirely.

Most problems with a connected assistant come down to one of the answers below, and the first one is by far the most common. If yours is not here, tell us through We Want Your Feedback in the site header.

Frequently asked questions

My assistant says ProTransfers is blocked by a firewall or a security service

It is not. That message is what the assistant says when its connection was approved before a newer permission existed: it is being refused something it was never granted, and it reads the refusal as a block.

The fix takes a minute. Open Account → Security → Connected apps, click Disconnect next to the assistant, then add the connector again in the assistant and approve it on the page that opens. Removing the connector inside the assistant alone does not reset the approval, because the assistant keeps a valid sign-in and reuses the old approval the moment you add it back.

It can see my orders but says it can't see my artwork

Same cause, same fix. Artwork is a newer permission than orders, and a connection approved before it existed cannot read artwork until you disconnect it on ProTransfers and connect again. Open Account → Security → Connected apps, click Disconnect, then add the connector again in the assistant.

It says I have no orders

Check which ProTransfers account you signed in as on the approval page. Each sign-in connects its own account, and the approval page names the account it is granting access to, with a Not you? link to switch. If you approved under the wrong account, disconnect it under Account → Security → Connected apps and connect again signed in as the right one.

If you are looking for older orders: the assistant sees orders on this site, including the history we copied over when your account moved. Orders placed on the old site after that don't appear.

It only shows some of my orders

It reads 25 orders at a time. Ask it to continue — "keep going" or "show me the older ones" — and it fetches the next 25.

It says my artwork is still being analysed

That is normal. Our artwork analysis runs when a file is uploaded and takes about 20 seconds for a photo or PNG, longer for AI, EPS or PDF files. Ask again shortly.

I got "Too many connection requests"

That is a limit on how many connections one network can start within a minute. Nothing is broken; wait a minute and try again.

It gave me a number that doesn't match my account page

The order page is the record. Your assistant is not ours, and it can misread what it is given. If a figure, date or status it reports disagrees with your account, trust the account page, and please tell us through We Want Your Feedback in the site header, with the order number, so we can fix what led it astray.

I asked to see my design and only got an icon or a link

Some assistants, ChatGPT among them, do not yet display pictures sent back by a connector. The answer still carries a link to the preview; open it in your browser. Claude shows the picture inline. The preview is a thumbnail either way, not the print file.

It offered to upscale my file

It can suggest that — the print assessment says when upscaling would raise a file's rating — but it cannot do it. Open the file in the Studio, which has the upscaling tool.

I want to stop it entirely

Disconnect under Account → Security → Connected apps, which withdraws the approval immediately, and remove the connector in the assistant too. Your orders and your account are not affected, and you can connect again at any time.