Site Issue May 26th

SirGeorge

EDIT BY SMUGMUG: We're having an issue right now that our Ops team is working on, we'll get things fixed up asap - and we'll report progress on our status blog http://status.smugmug.com/services/entire-site

Thanks and sorry for the hassle & inconvenience

****************



Guys,
Please tell me that you are not conducting maintenace at 4pm EST ?

I have been working on 4,000 images all week, just sent out a email to 1,500 people to buy photos and the system is down?

I presume that this is an unscheduled break?

Timing is everything and this is going to hurt me

Regards,

rickmurray1989

I am having the same issue. I have parents trying to purchase graduation photos right now.

Rick

swintonphoto

Agreed. I must pick bad times to show images.

Andy

We are not conducting maintenance - we are having a site issue, and we're in read-only mode right now while our engineers work on the problem. Updates are here:

http://status.smugmug.com/services/entire-site

We're really sorry for the hassle.

JohnR

Smugmug lost my pics?
So while the site is down for maintenance, I worked on my pics. Then it was back up and I uploaded some pics. Then it went back down.

Now apparently ALL of the pics in the galleries are gone!!! cry

http://louisvilleky.smugmug.com/Animals/KK09-08/12375385_xB8WF

http://louisvilleky.smugmug.com/Animals/Alabama-kid/15040482_PkwPw


You can't see it right now because now it's back down for maintenance, but I wanted it posted here and now that 2 of my galleries are now gone!!

JohnR

Andy,
the blog is down: http://status.blogs.smugmug.com/

Warning! Domain mapping upgrade for this domain not found. Please log in and go to the Domains Upgrades page of your blog to use this domain.


and please look at my new thread

Andy

JohnR wrote: »

So while the site is down for maintenance, I worked on my pics. Then it was back up and I uploaded some pics. Then it went back down.

Now apparently ALL of the pics in the galleries are gone!!! cry

http://louisvilleky.smugmug.com/Animals/KK09-08/12375385_xB8WF

http://louisvilleky.smugmug.com/Animals/Alabama-kid/15040482_PkwPw


You can't see it right now because now it's back down for maintenance, but I wanted it posted here and now that 2 of my galleries are now gone!!

We haven't lost any, promise - when we come out of this systems issue, your photos will display. Sorry for the hassle.
http://status.smugmug.com/services/entire-site

Andy

JohnR wrote: »

Andy,
the blog is down: http://status.blogs.smugmug.com/

Warning! Domain mapping upgrade for this domain not found. Please log in and go to the Domains Upgrades page of your blog to use this domain.


and please look at my new thread

Our status blog is this
http://status.smugmug.com/services/entire-site
http://status.smugmug.com/
where did you see the other link pls, that could be a bug we should squash.

jamesl

Andy wrote: »

Our status blog is this
http://status.smugmug.com/services/entire-site
http://status.smugmug.com/
where did you see the other link pls, that could be a bug we should squash.

Andy, the link at the bottom of the Maintenance message points to:

http://status.blogs.smugmug.com/

This returns the domain mapping error.

Thanks,

James

Andy

jamesl wrote: »

Andy, the link at the bottom of the Maintenance message points to:

http://status.blogs.smugmug.com/

This returns the domain mapping error.

Thanks,

James

Yes, found it, we'll fix it.

RBrogen

Site is down again ....
I was in the middle of doing some edits to a large gallery that I'm going to release and it stopped responding and then redirected to the maintenance page. Any thoughts on when it will be back up?

Thanks

Andy

RBrogen wrote: »

I was in the middle of doing some edits to a large gallery that I'm going to release and it stopped responding and then redirected to the maintenance page. Any thoughts on when it will be back up?

Thanks

Randy, we're providing updates here
http://status.smugmug.com/services/entire-site

thanks.

Andy

http://status.smugmug.com/services/entire-site
all clear - sorry for the hassle today, folks.

brecklundin

and here we are again...going on 3hrs and counting. Wonder what SM "fixed" this time? Perhaps it's the whole social networking buttons all over again?

Other than the early days of eBay (and that was horrible as SM is right now) in over 20-yrs of having some sort of online presence, I've never encountered a service that touted itself as for "professionals" that was so hot and cold. Come on guys, get it together. Luckily I am not depending on SM now, taking a break for medical reasons, but for those who are, know that more than a few people out here understand how this stuff hurts and SM does nothing to compensate you in any fashion for their negligence...and yeah, outages more than a few minutes are negligence (well, negligence is too strong a word because honest mistakes do happen but too lazy to think that hard). I mean we all have to have E&O coverage, right?

One plus is at least SM admits there is an issue and does what they can to keep updates flowing. Not much we can hope for once the outage happens I suppose. It is just these outages should never happen period. Where is the server farm redundancy and fall-over? So keeping things mirrored real-time copies is hard, too bad...we pay a lot for the service. I would say I bet most people would pay another $20/yr (just picking a number) for a better guarantee of industry standard 99.999999% up-time compared to what we see but at this point who wants to pay more for a service with this many long term outages? And that is the rub, when an outage is more than a few minutes it's problematic and harmful to the customers. How many outages like this have there been in the past 24-months? Even two is two too many.

SM needs to throw a bone to people who are at best having their brand devalued right now because of things not working for hours and hours.

brecklundin

wow...back up now...nearly 3-hrs total. I am sure the east coast photog's are thrilled to have lost the meat of the day for online sales heading into graduation.

BBones

Agreed. Whole I don't view sites as Photobucket or what have you as "professional" site for photos, I don't see the outages for hours that I see on this site that I pay for and have nibbles from my sales taken from.

jamesl

Andy wrote: »

http://status.smugmug.com/services/entire-site
all clear - sorry for the hassle today, folks.

Hi Andy,

While my jamesl.smumug.com address is responding, my langfordphotography.com address is not. I still am recieving a maintenance message there. I tried your custom domain and recieved the same message. Is this just a matter of the DNS needing to catch back up?

James

SamirD

I'm seeing the maintenance message. I was about to promote some of my galleries too. Glad I checked them first.

SirGeorge

Still down
8:15 EST and the site is still down.

I know this is out of your hands but I am sure I am not the only one who is losing sales and credibility with my primary client.

This is completely unacceptable, completely!

SamirD wrote: »

I'm seeing the maintenance message. I was about to promote some of my galleries too. Glad I checked them first.

pmbpro

It was back up for a very short time, when I noticed my home page slide show requested a "password" (huh? ). Then the site was completely back down again and still is, as others above noted.

Late last night, I uploaded photos of one of my favourite people (Maya Angelou), and posted the link only this morning. Got a lot of hits and some comments on the gallery and via my form and email, now people can't see them.

Figures. I hadn't uploaded images since late last year, and less than 24 hours after uploading a single gallery of one of my "sheroes", the site goes down... :cry

I'll be photographing Aretha Franklin next month. I hope this doesn't happen then too...

Andy

SamirD wrote: »

I'm seeing the maintenance message. I was about to promote some of my galleries too. Glad I checked them first.

The issue resurfaced
http://status.smugmug.com/services/entire-site

I'm sorry folks. We'll update the status page.

J Allen

I've seen 3 different maint. screen images today

I like the SM Pro one the best! Can I vote for that one somewhere

Andy

J Allen wrote: »

I've seen 3 different maint. screen images today

I like the SM Pro one the best! Can I vote for that one somewhere

We're actually supposed to use the SM Pro when it's a pro site with a custom domain. We'll fix that (and also update the logo graphic).

pmbpro

I don't have a Pro site, but I have the SM Pro maintenance page up now (I guess it had switched from the other one). I hope I can keep the Pro one at least, as the other one is pretty cluttered, not professional or clean-looking for my tastes. This down-time situation is already embarrassing as it is without being subjected to a "cartoony" maintenance page while people are posting my latest gallery link on Facebook and blogs for others to check out as I type this.

ST1

I have a Pro site and have some goofy "DON'T PANIC! OUR COFFEE MACHINE IS HOOKED UP TO THE UPS" message. ... By the way, did anyone at SmugMugcheck that connection, maybe there is a short in the coffee maker blowing a fuse in the UPS.

twomatos

Is there a time frame we can possibly give our clients while the problem is being fixed? We can't even access our site or login. We also have a pro account and do NOT have the pro message screen, only the cartoony coffee hookup. It is very unprofessional as is this huge downtime. We have some clients trying to place orders for various events and losing revenue and credibility we can't afford. Not sure what's going on over there, but we had some downtime issues within the last two months also. Not to mention that I would not have known about any of this had I not checked it myself. The least that can be done is send a mass email message quickly advising your customers (at least your pro accounts) about the downtime. That, too, is unprofessional. Please advise.

pjsphoto

Smugmug Down
I don't know what's going on today with Smugmug, but the site has been down since about 4:30 EST- anyone have some news!--- Sorry about that- just saw this thread!

Andy

ST1 wrote: »

I have a Pro site and have some goofy "DON'T PANIC! OUR COFFEE MACHINE IS HOOKED UP TO THE UPS" message. ... By the way, did anyone at SmugMugcheck that connection, maybe there is a short in the coffee maker blowing a fuse in the UPS.

Sorry, the pro message will come if you are using a custom domain - like http://www.moonriverphotography.com

Andy

twomatos wrote: »

Is there a time frame we can possibly give our clients while the problem is being fixed?

We do not have a timeframe yet - but we will continue to update our status page when we have news:


http://status.smugmug.com/services/entire-site
http://status.smugmug.com/

Andy

pjsphoto wrote: »

I don't know what's going on today with Smugmug, but the site has been down since about 4:30 EST- anyone have some news!

Hi, we post updates here
http://status.smugmug.com/services/entire-site
http://status.smugmug.com/

pmbpro

twomatos wrote: »

The least that can be done is send a mass email message quickly advising your customers (at least your pro accounts) about the downtime. That, too, is unprofessional. Please advise.

I was just thinking the same thing, re the mass email. If spammers can do that, so can a company who has paying customers. I had no idea the site was down since the afternoon, as I was working!

I'm mainly sorry for those like yourself who are relying on their sites for income and have paying clients. Maybe SM can waive their 15% commission for a short time for those who made any sales right after a certain time after it's back up? I dunno...