HP Live Photo FAQ, Help, and Support [ Edited ]

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HP LIVE PHOTO

HP Live Photo app

Make your photos come to life with HP Live Photo!  HP Live Photo is a free, fun, and easy iPhone app that lets you share glimpses of your experiences with your Facebook friends by creating photos that launch short personal videos on your iOS device. The app uses the magic of Augmented Reality to make your Live Photos spring to life. Use HP Live Photo to share special moments, create unique invitations and send personalized messages.   

For more information on HP Live Photo you can:

1. Watch this short video

2.  visit the HP Live Photo app page.

Look in the Apple App Store for HP Live Photo.  Available for the US in English.  

App Store link   The app is designed for the iPhone, and can be run on the iPad2 and above and iPad Mini in 2X mode, and on the iPod Touch 5th generation.   If you want to install the app on your iPad2 or above, do not filter for apps that are designed for the iPad in the app store. 

Below you'll find the following Help and Support information: 

FAQ - Frequently Asked Questions

Help Printing Live Photos

Troubleshooting Help for Creating, Sharing, and Viewing Live Photos

How to get more Support 

SUPPORT FAQ

Can I see an example of what the app does?

Yes.  The HP Live Photo app includes an example Live Photo.  Go to Settings and scroll down to the Tools section and select “Print a Sample” to print the sample Live Photo and then view it with the app. 

What iOS devices support Live Photo?

The iPhone, iPad2 and later, and iPad Mini, and iPod Touch 5th generation on iOS 5.1 and above.   The app runs in 2X mode on iPad devices.  Currently, HP Live Photo is supported in the US in English only.  

Do I need an iOS device to both create and view Live Photos?

Yes.  Currently Live Photos may only be created and viewed on iOS devices.  Support for other devices (e.g., Android) is being investigated. 

Can I use any video in Live Photo?

You may use any video recorded on your mobile device using the video function, up to 45 seconds in length.  If the video is longer than 45s, the HP Live Photo app will allow you to select a 45 second or less segment from the video.

Where are the Live Photo videos saved when I create a Live Photo?

The videos for your Live Photos are saved over the internet to the cloud.  The original video on your device is not affected or modified in any way.  HP Live Photo is not a video backup solution, so be sure to save images and videos using your own storage solutions.   The videos are not saved to your Facebook account. 

When I share a Live Photo via email or Facebook is the video included in the email or post?

Only the Live Photo is included in the email or Facebook post.  The video is only accessed from the cloud when the HP Live Photo app is used to scan a Live Photo. 

If I print a Live Photo to give to family/friends, how will the recipient know how to view it?

The HP Live Photo app allows you to choose between printing the Live Photo itself, or together with simple instructions for your recipient.  The instructions explain how to install the HP Live Photo app and view the Live Photo.

Can I share my Live Photos with anyone?

Only your Facebook friends can use the HP Live Photo app to view your Live Photos. 

How do I print a Live Photo?  Do I have to have an HP printer?

You print Live Photos in the same way you print other photos now from your iOS device or computer.  You can print them from your computer on any printer.  See the next section - Printing Live Photos for more information on printing Live Photos from your iOS device or computer.   Note:  Always print Live Photos on photo paper to provide the necessary color, saturation, and depth for the best Live Photo experience. 

Do I need a Facebook account to use HP Live Photo?

Yes, a Facebook account is required to use the HP Live Photo app.  

Do I need an internet connection to use this app? 

Yes, HP Live photo requires an internet connection for launch/use. 

I played the introduction video in the app but why is there no sound?

Make sure that you have sound enabled on your iOS device...if you are set to virbrate mode you will not hear audio with the video. 

How can I provide feedback on Live Photo features that I’d like added or changed?

In the HP Live Photo app, select Settings and scroll down to the Send Feedback option.  We would love to hear from you!  Note that this option is for feedback and is not monitored for support questions.  For support questions see the Printing Live Photos, Troubleshooting, and Support sections below.

I am having an issue with the HP Live Photo app – where can I get help?

See the Printing Live Photos and Troubleshooting sections below.  If you can’t find what you need and would like to contact HP Live Photo support, see the Support section below. 

PRINTING LIVE PHOTOS

Always print Live Photos on photo paper to provide the necessary color, saturation, and depth for the best Live Photo experience. 

You can print from your iOS device on 4x6 photo paper using Airprint if you have an Airprint compatible printer. 

Printing Live Photos shared via email on a iPhone/iPad using Airprint:   

1. Long-press on the image in the email and select “Save Image” from the pop-up list of options and select the Save option.
2. Go to your Camera Roll and open the image.
3. Ensure you have 4x6 photo paper in your printer’s photo paper tray, or main tray if you do not have a separate photo paper tray, select the Action icon and choose the Print option. 

If you need help with Airprint, follow the steps in “How do I send a print job using Apple AirPrint?” section in these instructions  

More information on Airprint:

- HP Airprint support forum discussion thread: Click here. 

- All Airprint enabled printers:  http://support.apple.com/kb/HT4356

Printing Live Photos shared via email on PC and Mac:

If you do not have an Airprint compatible printer, you use the Email option to send the Live Photo to yourself, save the photo from the email on your computer, and print the photo as you normally print photos on your computer. 

On a PC, right-click on the photo in the email and select the Save option.  

On a Mac, see this information. 

If you need additional help printing photos from your PC, Click here.

Printing Live Photos shared via Facebook:

It’s usually easiest to save the photo from Facebook and then print it on your computer or device.

• Computer: Select the photo and select “Options>Download” to save the photo to your computer. 
• Mobile: Long-press on the photo and select “Save Photo” to save the photo to your device.

After saving the Live Photo print it as you normally print on your computer or device.  

Printing Photos Directly from Facebook on Your Computer:

You may also want to try the HP Facebook Photo and Album printing option to print live photos from Facebook shares. 

However, it may be simpler to save and print the photo from your computer or device using a process that you are more familiar with.

https://apps.facebook.com/hpprint/

TROUBLESHOOTING

Create:

Can I change the images that the app pulled from the video for the Live Photo?

It is not possible to directly select a specific frame of the video to print as the Live Photo.  You can try the refresh button in the upper-right corner of the “Choose Image” screen to re-scan your video.

What can I do if the HP Live Photo app is unable to find an image in my video for the Live Photo?

The most likely reason for not finding an appropriate image to print for the Live Photo is that the content of the video does not provide enough contrast.  The best way to try to resolve this issue is to shoot the video with more lighting to increase the contrast.  You can also try to include a few “still shots” in the video where camera and subject movement is minimized. 

What if I don’t want to share the entire video?

After you select your video, you can use standard iOS video trim functions within the HP Live Photo app to choose your desired begin and end points. 

What if my video is longer than 45 seconds?

The HP Live Photo app will display the video trim controls automatically with a 45 second segment selected so you can choose what portion of the video to include.

Can I use a video from another source?

HP Live Photo currently only supports videos created on your iOS device.

It’s taking a very long time to save my Live Photo project.  What can I do to speed it up?

Saving the project requires uploading both the video clip and the photo, and completing several tasks in the cloud to link the Live Photo to the video. Depending on the length of your video and the speed of your internet upload connection (which can vary significantly over time), this can take several minutes. 

If you are on Wi-Fi and the save is taking more than five minutes or not completing, try changing to 3G or 4G, which usually have faster upload speeds than home or public Wi-Fi connections.  (Data charges may apply.)  You can also try using a shorter video clip.   (If you are interested, you can use services like www.speedtest.net to test your Wi-Fi and 3G/4G upload speeds.)

How do I view or share Live Photos I’ve already created?

Select the Live Photos option to view a list of the Live Photos you have created.  Select one of them to view the photo and choose a share option. 

How do I delete a Live Photo from my list of saved Live Photos?

To delete a Live Photo, go to the Live Photo tab and slide your finger left-to-right on the Live Photo you want to delete.  A “Delete” button will appear – select it to delete the photo.

Share

I’m having problems printing a Live Photo.   

An Airprint-enabled printer is required to use the HP Live Photo app to print HP Live Photos.  If you do not have an Airprint printer, you can either can either send your Live Photo to yourself via the email share option, or send it to Facebook, and then save and print the Live Photo from your computer.

See the Printing Live Photos section above for general information and assistance with printing HP Live Photos you save from an email or Facebook. 

Can I use the app to view a Live Photo on my computer screen?

Yes.  If you share the Live Photo via email or Facebook, recipients can use the HP Live Photo app to view the Live Photo on screen and see the video.  Results can be affected by the monitor display resolution and type, as well as ambient lighting.  

My mom doesn’t have an iPhone or iPad, can I share my Live Photo with her?

At this time an iOS device is required to view the videos associated with your Live Photos. 

I just need the instruction sheet – how can I print that?

Go into app Settings and scroll down and select the “Print Instructions for Recipient” option.  If you prefer not to print the

instructions on 4x6 media, remove photo media from the photo tray before you send the print. 

View:

I have a Live Photo that does not play when I view it through the HP Live Photo app.  What’s wrong?

Below are some reasons why this could occur:

1. The photo is not an HP Live Photo.  Look for the small blue icon of a bird in the lower-right corner of the photo to confirm it is a Live Photo.
2. The person who created the Live Photo must be one of your Facebook friends.  
3. The Live Photo needs to be printed on photo paper.
4. Ensure sufficient light is available for viewing, and minimize any glare or shadows on the photo.
5. The creator of the Live Photo has deleted the Live Photo project from their app.
6. An internet connection that is too slow/unstable.

Can I view Live Photos with other augmented reality apps?

No.  HP Live Photo requires the HP Live Photo app to view the images and display the video.

SUPPORT

If you are unable to find an answer to your question in the FAQ, Printing Live Photos, and Troubleshooting sections above, you can get support via email for the HP Live Photo application at the following email address:

cloud_services_support@hp.com

To ensure a quick resolution of your support question, please provide:

1. A clear subject line - e.g., “Live Photo – printing problem”
2. A complete description of your problem – what you are trying to do and what is going wrong.
3. What iOS mobile device you are using
4. Your printer make/model

Note that we do not have the necessary information to provide support for photo printing on non-HP printers. 

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Reserved

[Connybelle]

My HP Photosmart 5514 is set up on wireless.  It will not let me print a picture from my computer.  No matter what I do, it tells me to insert a memory card.  I want to print what is in my pictures on the computer.  Any ideas?

[PrintApper]

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Connybelle wrote:

My HP Photosmart 5514 is set up on wireless.  It will not let me print a picture from my computer.  No matter what I do, it tells me to insert a memory card.  I want to print what is in my pictures on the computer.  Any ideas?

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If you're trying to print from your computer to your printer via wireless, you have a basic printing question...You can get help for those types of questions in this forum:

http://h30434.www3.hp.com/t5/Printing-Issues-Troubleshooting/bd-p/PostPrint