If your project is not rendering a high resolution file after the order has been submitted and the product is in the production queue, you can simply check the order line then click the Regenerate high resolution file button. This will execute the task and run the high resolution process to recreate the high resolution file. Note: this process can take up to 15 minutes to complete.
If after clicking the regenerate button and allowing time for the regeneration and the hires is still not available, check your project to ensure that the hires job is working as intended.
If there are still problems with the proof not generating, please send an email to support for further assistance.