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HP Live Photo FAQ, Help, and Support

[ Edited ]

HP LIVE PHOTO

 

HP Live Photo app - available on iOS and Android devices

 

Make your photos come to life with HP Live Photo!  HP Live Photo is a free, fun, and easy app for iOS and Android that lets you share your experiences with friends and family by creating photos that launch short personal videos on a smartphone or tablet.  

 

Share your Live Photos with friends and family by printing, ordering prints from Snapfish (US only), and via Facebook or email. 

   

For more information on HP Live Photo you can:

 1. Watch this short video

 2.  visit the HP Live Photo app page.

 

To install the app:

 

iOS: App Store link  Look in the Apple App Store for HP Live Photo.  Available in English only at this time.    Supports iOS 6.0 and above.

 

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. 

 

Android: Google Play Store link.  Available in English only at this time.  Supported at this time only on the following devices:

 

  • HTC One
  • HTC OneX
  • Nexus 4
  • Samsung Galaxy S2
  • Samsung Galaxy S3
  • Samsung Galazy S3 Mini
  • Samsung Galaxy S4
  • Samsung Galazy S4 Mini
  • Samsung Galaxy Nexus
  • Samsung Galaxy NoteII
  • Sony Experia Z

You'll find the following Help and Support information below: 

 

FAQ - Frequently Asked Questions

 

Help Printing Live Photos

 

Troubleshooting Help for Creating, Sharing, and Viewing Live Photos

 

How to get more Support 

 

 FAQ

 

Can I see an example of what the app does?

Yes.  Watch this short video, and the HP Live Photo also app includes a video and an example Live Photo you can print and view from the Live Photo app.  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. 

 

If I have a question about my Snapfish Live Photo order, who should I talk to? (US only)

When you place a Snapfish order from the Live Photo app, you will receive an order confirmation from Snapfish to your email address.  Review that email to confirm your order and contact Snapfish if your order appears to be late or does not arrive, or you have questions about the quantities you receive after your order arrives.   Check your spam folder if you don't see the Snapfish order confirmation email in your inbox.  If you need assistance from Snapfish and cannot find your confirmation email, here is the US Snapfish Help and Support page.   

 

What iOS devices support Live Photo?

The iPhone, iPad2 and later, and iPad Mini, and iPod Touch 5th generation on iOS 6.0 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 or Android device to both create and view Live Photos?

Yes.  Currently Live Photos may only be created and viewed on iOS or Android devices at this time.

 

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 live photo 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?

No.  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 just the Live Photo itself, or printing the Live Photo and a set of simple instructions for your recipient on 4x6 or 5x7 photo paper.  The instructions explain how to install the HP Live Photo app and view the Live Photo.

 

Can I share my Live Photos with anyone? 

Yes.  You can share with any friends/family using a live photo nametag.  Even easier, if you log into Facebook from the Live Photo app your Facebook friends are automatically enabled to view any live photos you share with them without having to enter your Live Photo nametag. 

 

What is a Live Photo Nametag? 

A Live Photo nametag allows you to share live photos with friends and family who are not a Facebook friend.   The Live Photo app will prompt you to create your own custom nametag. This nametag allows Live Photo users who are not your Facebook friends to view  your live photos. 

 

Your nametag is printed on the bottom right corner of all your live photos.  When you share your live photo with someone who is not a Facebook friend, they can simply enter your nametag in the nametag field on the View screen of the Live Photo app, and then view any of your live photos you share with them.  This is a one-time operation - once your friend or family member enters your live photo nametag they will be able to view any of your live photos.  Anyone who is a Facebook friends can view your live photos w/out having to enter your nametag.  

 

How do I print a Live Photo from an iOS device?

You can print Live Photos from the Live Photo app on your iOS device in the same way you print other photos on iOS, using the built-in iOS Airprint feature. Airprint supports a range of printers from HP and other companies.  If you need help with Airprint, follow the steps in “How do I send a print job using Apple AirPrint?” section in these instructions

 

How do I print a Live Photo from an Android device?

Printing from Android devices is supported via the HP ePrint app, and is currently only enabled for HP printers. (See the next section for printing to non-HP printers or printers not supported by the HP ePrint app.)  The ePrint app must be installed separately from the Live Photo app, and supports all web-connected HP printers released in the past several years and many legacy HP printers.  If the HP ePrint app is not installed on your Android device you will be prompted to install it when you select the Print option in the Live Photo app.  For more information see the HP ePrint app in the Google Play store.

 

Note on HP ePrint app Activation: After the HP ePrint app completes installing you will be prompted by the HP ePrint app to Activate it.  You do not have to complete the “Activation” step in the HP ePrint app to print to your local wi-fi connected HP printers.  HP ePrint app Activation is only required if you wish to print to HP web-connected printers on your HP Connected or HP ePrintCenter account, over an internet connection.

 

Once the HP ePrint app is installed, when you select Print from the Live Photo app the HP ePrint app will be automatically launched w/the live photo displayed and ready to print.  All you have to do is select an HP printer on your wi-fi network, ensure you have photo paper inserted, and hit print.

 

Can I print from my Android device to non-HP printers and HP printers that the ePrint app does not support?

Yes.  There are some third-party printing apps available for Android devices in the Google Play store (one example is Printershare).  If your HP printer is not supported by the HP ePrint app, or if your HP printer compatible is not compatible with the HP ePrint app, you may be able to use a third-party print app to print your HP live photos.

 

Send the photo to yourself via the Share via email option from Live Photo.  Then open the email on your phone and tap on the photo when it displays after downloading. Select the Android Menu option and choose Share. Your print app should appear on the Share list.  Select the print app and complete your print as you normally do using that app.

 

Can I print Live Photos from my computer?

Yes.  Simply share your photo via email from the Live Photo app to your own email address and then open the email and print the live photo as you normally do from your computer. You can print live photos from your computer to any printer you have attached to it that supports photo printing.

 

Can I print Live Photos on plain paper?

Always print Live Photos on photo paper to provide the necessary color, saturation, and depth for the best Live Photo experience.  You may have success printing on plain paper, but results will be much less predictable.

 

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

Viewing: No. A Facebook account is not required to view live photos using the Live Photo app. 

 

Creating: No.  A Facebook account is not required to create Live Photos.  You can create and share them using your Live Photo Nametag.  However:  If you create live photos without logging into Facebook, we cannot make your live photos available to you in the Live Photo app on other devices.  Any live photos you create on a device using just a Live Photo nametag will be added to your Live Photo gallery and available on other devices if you sign into the app using Facebook. 

 

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 – what’s wrong?

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 or 5x7 photo paper using Airprint if you have an Airprint compatible printer.

 

You can print from your Android device on 4x6 or 5x7 photo paper via the HP ePrint app if you have an HP wireless/Ethernet connected printer.

 

Printing Live Photos shared via email on an 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 or 5x7 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 an Android device (requires HP printer):

  1. Tap on the image in the email to open the image.
  2. While viewing the image, select Menu>Share
  3. Select the HP ePrint app as the share target, or another print app that you prefer to use if you have one installed. If you select another print app, complete the print as you normally do.
  4. If you select the HP ePrint app it will open displaying the image – select Print in the HP ePrint app to print the image. Ensure you have 4x6 or 5x7 photo paper in your printer’s photo paper tray, or main tray if you do not have a separate photo paper tray, and select either 4x6 or 5x7 print size in the HP ePrint app settings.

More information on the HP ePrint mobile app.

HP ePrint mobile app FAQs:  http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c01923321

 

Printing Live Photos shared via email on PC and Mac:

You can also use the Email option to send a Live Photo to yourself, open the email on your computer and save 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.  For example, a video of a white dog walking on the sidewalk, or black dog walking on asphalt.  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 (icon looks like a small stack of photos) in the Live Photo app to view the Live Photos you have created.  Select one of them to view the photo and choose a print or share option. 

 

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

iOS:  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.

 

Android: Select the Live Photo icon (at the top of the Live Photo app, looks like a stack of photos) to view your live photos.  Long press on a live photo a context menu will appear with Delete and Share options.  Select the Delete option.

 

Share

 

I’m having problems printing a Live Photo that was shared to me.   

See the Printing Live Photos section above for general information and assistance with printing HP Live Photos.

 

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 friend doesn’t have an iOS or Android device.  Can I share my Live Photo with her?

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

 

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

Go into app Settings and scroll down and select the “Print Instructions” option.  If you prefer not to print the instructions on 4x6 or 5x7 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 either one of your Facebook friends, or you must connect to them by entering their nametag (printed on the bottom-right of the live photo) in the View screen in the Live Photo app.  
  3. The Live Photo needs to be printed on photo paper for best results.
  4. Ensure sufficient light is available for viewing, and minimize any glare or shadows on the photo.
  5. The creator of the Live Photo may have deleted the Live Photo project from their app.  Contact them to confirm it is still available.
  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:

hplivephotofeedback@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. 

I am an HP employee.
Master's Graduate
PrintApper
Posts: 516
Member Since: ‎12-05-2008
Message 2 of 6 (29,180 Views)

Re: HP Live Photo FAQ, Help, and Support

Reserved

I am an HP employee.
Student
Connybelle
Posts: 1
Member Since: ‎02-08-2013
Message 3 of 6 (28,032 Views)

Re: HP Live Photo FAQ, Help, and Support

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?

Master's Graduate
PrintApper
Posts: 516
Member Since: ‎12-05-2008
Message 4 of 6 (28,026 Views)

Re: HP Live Photo FAQ, Help, and Support


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?


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

I am an HP employee.
Student
Gpossie
Posts: 1
Member Since: ‎01-26-2012
Message 5 of 6 (16,388 Views)

Re: HP Live Photo FAQ, Help, and Support

Will the Live Photo App be available for the LG Optimus G2 soon? Not enveryone has an Apple or a Samsung Galaxy phone.

Top Student
docdan48
Posts: 3
Member Since: ‎12-27-2013
Message 6 of 6 (15,451 Views)

Re: HP Live Photo FAQ, Help, and Support

I need your assistance I have a Photosmart 7525 AIO, I have forgotton mt password to email and scan to email. When I attempt to obtain a new password , I am told it will be sent to my e-mail address. It does not arrive I need to reset it any answers.  HELP and thanks.  Dan

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