Uploading to Smugmug crashes internet

thisislife · April 28, 2011

Every time I try uploading a gallery to Smugmug, my internet goes down and I have to reboot my modem. I've tried Safari, Firefox and Chrome and they all crash my internet. Tried uploading with a different computer, same problem.

I've been in touch with the Smugmug Hero's, but it's been over a week with back and forth communication and the issue is still unresolved. I'm hoping a user here has/had the same issue and has since resolved it. Maybe they can offer some incite.

I've replaced my modem thinking that could be it.

Updated Java - Check.

I've tried Smugmug's alternative uploaders:

HTML5 - Crashed

Flash - Crashed

Simple - Crashed

Olde Faithful - Crashed

MacDaddy - Crashed

And they all crash my internet.

Anyone have any ideas

BradfordBenn · April 28, 2011

A few questions:
1) What do you mean by crash? Does nothing happen? Are the lights on the modem doing anything?
2) What are your results to http://smugmug.speedtest.net/
3) What is your connection method? Not inside your house/office but from there to the Internet.
4) What is your operating system?
I can't promise an answer but this would give some info.

Steve Cavigliano · April 28, 2011

Hi,
Sorry that we haven't been successful in finding the cause of this ....yet. But as you know, by the reply we sent you earlier today. We are still working this issue, and need more information from you.

We also have our Operations team willing to help us look into this. As this is the first time we have seen this sort of issue.

Please bear with us. We will continue to work with you to get this solved.

Steve

thisislife · April 28, 2011

BradfordBenn wrote: »

A few questions:
1) What do you mean by crash? Does nothing happen? Are the lights on the modem doing anything?
2) What are your results to http://smugmug.speedtest.net/
3) What is your connection method? Not inside your house/office but from there to the Internet.
4) What is your operating system?
I can't promise an answer but this would give some info.

1. Crash as in cannot connect to the internet. No warning messages. Lights on modem blink.

2. Speedtests look good: A-

3. Broadband?

4. OS X 10.6.7

thisislife · April 28, 2011

Steve Cavigliano wrote: »

Hi,
Sorry that we haven't been successful in finding the cause of this ....yet. But as you know, by the reply we sent you earlier today. We are still working this issue, and need more information from you.

We also have our Operations team willing to help us look into this. As this is the first time we have seen this sort of issue.

Please bear with us. We will continue to work with you to get this solved.

Steve

Hi Steve, I don't mean to be impatient. The last reply I got tonight, someone said I was being forwarded to a connection specialist again and it would take another 24 hours for them to respond.

I think Smugmug customer service is fantastic and you guys have been great. I really need to get these galleries up so my customers stay happy : /

Andy · April 28, 2011

thisislife wrote: »

Hi Steve, I don't mean to be impatient. The last reply I got tonight, someone said I was being forwarded to a connection specialist again and it would take another 24 hours for them to respond.

I think Smugmug customer service is fantastic and you guys have been great. I really need to get these galleries up so my customers stay happy : /

We're trying very hard to pinpoint your issue. We have zillions of Mac users uploading all day long with no trouble, something's just amiss here.

Can you upload to Facebook? Flickr? Anywhere else? If so, where?

thisislife · April 29, 2011

Andy wrote: »

We're trying very hard to pinpoint your issue. We have zillions of Mac users uploading all day long with no trouble, something's just amiss here.

Can you upload to Facebook? Flickr? Anywhere else? If so, where?

I did a test upload of 15 high-res files to Facebook and they uploaded without an issues. Earlier today I tested a sample gallery using my websites proofing section and they uploaded without an issues. The difference there is they're low-res files.

We've been using Smugmug over here for a while (2 years plus) now without any issues. It seems like the issue started coincidentally around the time of last weeks outages.

I really do appreciate everyone's hard work in helping me resolve this and the last thing I want to be is THAT customer.

Andy · April 29, 2011

thisislife wrote: »

We've been using Smugmug over here

Where's "over here"?

More questions: are you running any firewall software, ad blockers, security software? Do you happen to have a different computer you can login on and try some test uploading to SmugMug?

thisislife · April 29, 2011

Andy wrote: »

Where's "over here"?

More questions: are you running any firewall software, ad blockers, security software? Do you happen to have a different computer you can login on and try some test uploading to SmugMug?

I don't have any of the software described on my computer.

thisislife · April 29, 2011

Andy wrote: »

Where's "over here"?

More questions: Do you happen to have a different computer you can login on and try some test uploading to SmugMug?

Forgot to answer this one. Yes, I tried uploading from a different computer yesterday and I had the same issue with my internet crashing. The external drive was the same though.

Andy · April 29, 2011

Andy wrote: »

Where's "over here"?

What is your physical location, please?

thisislife · April 29, 2011

Andy wrote: »

What is your physical location, please?

My house in Phoenix, Arizona

SamirD · April 30, 2011

This sounds like something related to switching to uploading to the cloud. Have you tried 'olde faithful' for uploading?

onethumb · May 3, 2011

thisislife wrote: »

Forgot to answer this one. Yes, I tried uploading from a different computer yesterday and I had the same issue with my internet crashing. The external drive was the same though.

That's a very interesting piece of information. That suggests its something share between those two computers - a common piece of software, peripheral, your modem (which I see you already tried placing), your router, or your ISP are the most likely candidates.

When the Internet connectivity disappears on one of your computers, can the other computer still function properly?

Would you mind trying to upload from both without that external drive attached so we can rule it out? That seems highly unlikely, but it's easy enough to check off the list, I would assume.

jfriend · May 3, 2011

onethumb wrote: »

That's a very interesting piece of information. That suggests its something share between those two computers - a common piece of software, peripheral, your modem (which I see you already tried placing), your router, or your ISP are the most likely candidates.

When the Internet connectivity disappears on one of your computers, can the other computer still function properly?

Would you mind trying to upload from both without that external drive attached so we can rule it out? That seems highly unlikely, but it's easy enough to check off the list, I would assume.

I had a problem like this once on my home network with a VPN. It turned out to be an MTU issue where the VPN would add just enough overhead to trigger some bug/config problem on my router that would wedge the router and I'd lose internet connectivity. I have no way of knowing if this could be the same thing, but thought I'd mention something that had similar symptoms.

Could there be anything similar in the uploader or the new uploader endpoint (SSL, IPv6, etc...) that could trigger some kind of router config problem like this?

onethumb · May 6, 2011

jfriend wrote: »

I had a problem like this once on my home network with a VPN. It turned out to be an MTU issue where the VPN would add just enough overhead to trigger some bug/config problem on my router that would wedge the router and I'd lose internet connectivity. I have no way of knowing if this could be the same thing, but thought I'd mention something that had similar symptoms.

Could there be anything similar in the uploader or the new uploader endpoint (SSL, IPv6, etc...) that could trigger some kind of router config problem like this?

I never say never, but seems unlikely. Since the thread seems to be dead, I assume this got resolved? Anyone know what the solution was?

MDCSF · September 23, 2014

I know this is late but did anyone get a fix to this? It is happening to me know. I'm able to upload to SmugMug but all other connectivity shuts down. I cannot access the internet from any other devices. Everything seems to shutdown but SmugMug is still uploading. I'm on an iMac 27" with Comcast Broadband. The minute I shut off the upload everything is back to normal. This only started recently as I had no problems before.

Forgot to mention - Skype works during this time but nothing else. Even my VoIP phone disconnects.

Any suggestions here would be greatly appreciated.

Thank you,
T

thenickdude · September 23, 2014

MDCSF, I have that problem too, which is due to SmugMug's uploader working so fast that it completely saturates my upload bandwidth. This leaves no bandwidth left over for any other connections, so everything else basically grinds to a halt. I have the same issue while uploading videos to YouTube.

I don't think that there are any great ways of solving that issue.

McKsauce · September 24, 2014

Hi Guys,

As a suggestion, if you write into the SmugMug help desk at help@smugmug.com and request 'Connection Tests' we can send over a few tests. The results from the tests can help pinpoint where the issue might be. Please also verify if you're on a Mac or PC, when uploading. No guarantees a solution will be found, but it's a step in the right direction.

Uploading to Smugmug crashes internet

Comments