If you are viewing your student’s gallery trying to order and think “This is not my child” or “That’s not my student” because you see an image labeled SAMPLE, here’s what it means and what you can do:
What the SAMPLE Image Means
Underclass processing time: Underclass student images can take up to 21 days to be fully processed and uploaded after picture day. You will see the SAMPLE image until your student's image is ready.
Preview during pre-orders: The SAMPLE image simply shows the background so you can place a pre-order before final images are ready.
Why You Might Still See SAMPLE After the “You're Image is Ready” Email
Sometimes, even after receiving an email stating that your student’s images are ready, you might still see the SAMPLE image.
This happens if:
You accessed the gallery during the pre-order period before the images were available.
Your browser is still using a cached version of the page.
Quick Fix
Until we complete a permanent fix for this known issue, please try one of these steps:
Open the link in a private/incognito window of your browser.
Clear your browser’s cache and cookies, then refresh the page (instructions below).
How to Clear Cache and Cookies
Clearing your browser’s cache removes saved website data so the newest version of the page loads.
Choose your browser below:
Google Chrome
Click the three dots (⋮) in the top-right corner.
Select Settings > Privacy and security > Clear browsing data.
Choose All time for the time range.
Check Cookies and other site data and Cached images and files.
Click Clear data.
Safari (Mac/iPhone/iPad)
Go to Settings > Safari (on iPhone/iPad) or Safari > Settings (on Mac).
Tap or click Clear History and Website Data.
Confirm by selecting Clear History.
Microsoft Edge
Click the three dots (⋮) in the top-right corner.
Go to Settings > Privacy, search, and services.
Under Clear browsing data, select Choose what to clear.
Choose All time, check Cookies and other site data and Cached images and files, then click Clear now.
Firefox
Click the hamburger menu (☰) in the top-right corner.
Select Settings > Privacy & Security.
Scroll to Cookies and Site Data and click Clear Data.
Check both boxes and click Clear.
Need more help?
If you’ve tried these steps and still see the SAMPLE image after 21 days from picture day, please submit a request here.