Can't Log in...

Mike Lane

Am I the only one who can't log in to my Smugmug account(s) right now?

John Mueller

Nope.I cant either

Gator

Mine's been up and down all day...log in, and down it goes or it is just not available at all.

DavidTO

no problems here...

Mike Lane

I just got in myself.

stevemaller

I can log in but if I go to any of my galleries and try to add a photo to my cart, the site seems to die.

gouldphoto

Same here

Mike Lane wrote:

Am I the only one who can't log in to my Smugmug account(s) right now?

Been having the same trouble on and off all day long.
Hopefully everything will be back to normal over the weekend

Steven Gould
www.gouldphoto.com

DavidTO

I can't log in. The page won't load....

mercphoto

DavidTO wrote:

I can't log in. The page won't load....

Neither can I. Strangely, I am uploading images at the moment. But I cannot log in, and this is very frustrating. I NEED TO BE ABLE TO LOG IN, CREATE A NEW GALLERY, TONIGHT.

DavidTO

mercphoto wrote:

Neither can I. Strangely, I am uploading images at the moment. But I cannot log in, and this is very frustrating. I NEED TO BE ABLE TO LOG IN, CREATE A NEW GALLERY, TONIGHT.

I'm at work, so I can't try it (can't install software), but have you tried using picturesync? It may work...

http://holocore.com/?PictureSync

DavidTO

I'm in!

mercphoto

DavidTO wrote:

I'm in!

Me too. Very strange.

Andy

mercphoto wrote:

Neither can I. Strangely, I am uploading images at the moment. But I cannot log in, and this is very frustrating. I NEED TO BE ABLE TO LOG IN, CREATE A NEW GALLERY, TONIGHT.

bill, did you email help@smugmug.com?

Markjay

Why is nobody responding in this thread?
Hey, why is there not a single response from Smugmug on this thread?
This really surprises me, as they are usually pretty swift to respond to the problems at hand.

And right now, not being able to upload images or login to my galleries is a BIG problem for me!!!!

Thanks in advance,
Markjay

andy wrote:

bill, did you email help@smugmug.com?

DavidTO

Markjay wrote:

Hey, why is there not a single response from Smugmug on this thread?
This really surprises me, as they are usually pretty swift to respond to the problems at hand.

And right now, not being able to upload images or login to my galleries is a BIG problem for me!!!!

Thanks in advance,
Markjay

Because this is not the official support channel. That's help@smugmug.com.

Andy

Markjay wrote:

Hey, why is there not a single response from Smugmug on this thread?
This really surprises me, as they are usually pretty swift to respond to the problems at hand.

And right now, not being able to upload images or login to my galleries is a BIG problem for me!!!!

Thanks in advance,
Markjay

heya mark, i've been answering
anyhow, please try the following: clear your smugmug cookies. close your browser, and try again.

sorry you're having trouble, mark. i'll check back in a bit!

ps: while lots of great support is given out right here on dgrin, it's not always the fastest route to your answer. everyone's busy, the forum's busy, etc. smugmug is really amazingly fast and good with the support emails - they get answered really fast, by live people with answers

and, guess what? there's a new smugmug help desk employee, started today, and more are on the way, so it's only going to get better.

JohnR

andy wrote:

and, guess what? there's a new smugmug help desk employee, started today, and more are on the way, so it's only going to get better.

Andy, are you the new employee?

Andy

JohnR wrote:

Andy, are you the new employee?

smugmug is growing - and as growth occurs it's even more important to be able to hold up the high standards of customer service that smugmug is known for, and so, a while back, john young was brought on to run the customer support group - and the plan has been to staff up accordingly. so, the new help desk person (dustin) joined today.

stay tuned for more....

Markjay

No go Andy...........
I cleared my browser cookies / cache, closed my browser, tried again....
but still can not login or upload images. And.......

this is really a HUGE inconvenience! I have a conference I shot for a corporation and they are waiting for these images to be viewed for commercial purposes. The first batch of images was uploaded weeks ago, this second shoot group is now stuck on my in waiting.... and waiting.

I'm trying to keep my patience because Smugmug has been so good in the past and, has alleviated any problems fairly quickly. This one is dragging on a little longer than acceptable..... but I'm trying.

Markjay

andy wrote:

heya mark, i've been answering
anyhow, please try the following: clear your smugmug cookies. close your browser, and try again.

Andy

Markjay wrote:

I cleared my browser cookies / cache, closed my browser, tried again....
but still can not login or upload images. And.......

this is really a HUGE inconvenience! I have a conference I shot for a corporation and they are waiting for these images to be viewed for commercial purposes. The first batch of images was uploaded weeks ago, this second shoot group is now stuck on my in waiting.... and waiting.

I'm trying to keep my patience because Smugmug has been so good in the past and, has alleviated any problems fairly quickly. This one is dragging on a little longer than acceptable..... but I'm trying.

Markjay

andy wrote:

heya mark, i've been answering
anyhow, please try the following: clear your smugmug cookies. close your browser, and try again.

mark, something's just not right on your end, i have a feeling. please shut down, restart your machine. go to smugmug.com and click on "logout" then go to your site and click on "login" and try again

you haven't mentioned if you've emailed customer support, help@smugmug.com

DavidTO

help@smugmug.com

Markjay

Is that supposed to be funny?
I've been in communication with HELP@SMUGMUG.COM several times this evening. Smarty pants!!

DavidTO wrote:

help@smugmug.com

DavidTO

No, not really. Just didn't have any indication that you had been there.

Glad to hear you're getting help. (cause you sure weren't getting your problems solved by us!)

Markjay

Thanks.......
Didnt' think you were being cute :-)

I was told it could be a cobranding issue but, I guess time will tell?

Sorry if I sounded a bit frustrated... well, 'cause I am!

Markjay

DavidTO wrote:

No, not really. Just didn't have any indication that you had been there.

Glad to hear you're getting help. (cause you sure weren't getting your problems solved by us!)

{JT}

It seems to me that it is a hostname issue. Instead of going to your custom hostname to log in, try going to your normal smugmug URL and logging in and working from there.

Markjay wrote:

Didnt' think you were being cute :-)

I was told it could be a cobranding issue but, I guess time will tell?

Sorry if I sounded a bit frustrated... well, 'cause I am!

Markjay

Mike Lane

{JT} wrote:

It seems to me that it is a hostname issue. Instead of going to your custom hostname to log in, try going to your normal smugmug URL and logging in and working from there.

That's exactly what it is JT. When I log on to http://www.choicephotos.net/Photography (the gallery with a problem) I get the same problem as before (and I've removed all the cobranding at this point). When I go to http://choicephotos.smugmug.com/Photography all the appropriate links are there.

I'm going to test that with the cobranding in there really quick.


UPDATE: I have reinstalled the cobranding and tested the above. Mark is able to get the normal logged in state from http://choicephotos.smugmug.com/Photography but not http://www.choicephotos.net/Photography. My suggestion is to just not to worry about it and simply use the former versus the latter to update images on his site.

Problem solved

onethumb

Mike Lane wrote:

That's exactly what it is JT. When I log on to http://www.choicephotos.net/Photography (the gallery with a problem) I get the same problem as before (and I've removed all the cobranding at this point). When I go to http://choicephotos.smugmug.com/Photography all the appropriate links are there.

I'm going to test that with the cobranding in there really quick.


UPDATE: I have reinstalled the cobranding and tested the above. Mark is able to get the normal logged in state from http://choicephotos.smugmug.com/Photography but not http://www.choicephotos.net/Photography. My suggestion is to just not to worry about it and simply use the former versus the latter to update images on his site.

Problem solved

So, first of all, this isn't a new problem. The issue is that with custom domains, we can't let you login on that domain because we can't do SSL ecryption on the login to your domain for a few obvious reasons (it's not our domain being the primary one).

So when you login, you *MUST* stay on your *.smugmug.com domain. It's ok, the rest of your customers can view your custom domain fine, but when you're working on your photos, you must stay inside *.smugmug.com.

Now, mostly this just works fine... Except that this customized example isn't using relative URLs like it should. Instead, it's *forcing* you to go from *.smugmug.com to www.choicephotos.net whenever you click on one of those links.

If they were relative ("/Phototgraphy") instead of absolute ("http://www.choicephotos.net/Photography"), that would probably alleviate 99% of the problem. The web browser would take care of choosing the right URL.

We've been working on some cookies-across-domains technology, which quite frankly is the hardest thing I've ever done on smugmug. And it still doesn't work, after weeks worth of effort. Both IE and Safari are stubborn about it, and I don't have it solved.

*IF* we ever get it solved (and that's a BIG if), this issue will likely mostly go away. No promises, I thought I'd have it done by the end of August. Check your calendar and tell me how I'm doing.

I think we can do a better job of passing you to the correct URL after login, too, so I'll look into that.

Don

Mike Lane

onethumb wrote:

So, first of all, this isn't a new problem. The issue is that with custom domains, we can't let you login on that domain because we can't do SSL ecryption on the login to your domain for a few obvious reasons (it's not our domain being the primary one).

So when you login, you *MUST* stay on your *.smugmug.com domain. It's ok, the rest of your customers can view your custom domain fine, but when you're working on your photos, you must stay inside *.smugmug.com.

Now, mostly this just works fine... Except that this customized example isn't using relative URLs like it should. Instead, it's *forcing* you to go from *.smugmug.com to www.choicephotos.net whenever you click on one of those links.

If they were relative ("/Phototgraphy") instead of absolute ("http://www.choicephotos.net/Photography"), that would probably alleviate 99% of the problem. The web browser would take care of choosing the right URL.

We've been working on some cookies-across-domains technology, which quite frankly is the hardest thing I've ever done on smugmug. And it still doesn't work, after weeks worth of effort. Both IE and Safari are stubborn about it, and I don't have it solved.

*IF* we ever get it solved (and that's a BIG if), this issue will likely mostly go away. No promises, I thought I'd have it done by the end of August. Check your calendar and tell me how I'm doing.

I think we can do a better job of passing you to the correct URL after login, too, so I'll look into that.

Don

noted

relative URLs, relative relative relative

I know my problems with certain browsers must be magnified by 1000 fold for you guys. I don't envy you but great work and thanks for the explanation.

Markjay

Thank you, Smugmug :-)
Thank you for the explanation.......
it's all making sense to me now. Right now, I'll just continue logging onto the URL as Mike and JT suggested.

Markjay

onethumb wrote:

So, first of all, this isn't a new problem. The issue is that with custom domains, we can't let you login on that domain because we can't do SSL ecryption on the login to your domain for a few obvious reasons (it's not our domain being the primary one).

So when you login, you *MUST* stay on your *.smugmug.com domain. It's ok, the rest of your customers can view your custom domain fine, but when you're working on your photos, you must stay inside *.smugmug.com.

Now, mostly this just works fine... Except that this customized example isn't using relative URLs like it should. Instead, it's *forcing* you to go from *.smugmug.com to www.choicephotos.net whenever you click on one of those links.

If they were relative ("/Phototgraphy") instead of absolute ("http://www.choicephotos.net/Photography"), that would probably alleviate 99% of the problem. The web browser would take care of choosing the right URL.

We've been working on some cookies-across-domains technology, which quite frankly is the hardest thing I've ever done on smugmug. And it still doesn't work, after weeks worth of effort. Both IE and Safari are stubborn about it, and I don't have it solved.

*IF* we ever get it solved (and that's a BIG if), this issue will likely mostly go away. No promises, I thought I'd have it done by the end of August. Check your calendar and tell me how I'm doing.

I think we can do a better job of passing you to the correct URL after login, too, so I'll look into that.

Don