Access to SmugMug Help Pages Broken

BECogginsBECoggins Registered Users Posts: 6 Beginner grinner
edited September 15, 2011 in SmugMug Support
I am trying to follow the "Help" link on my SmugMug page, but it hangs at this URL:

https://secure.smugmug.com/login.mg?goTo=http%3A%2F%2Fwww.smugmug.com%2Fservices%2Fassistly%2F

That page features a "If you are not redirected automatically, click here" message, but clicking there doesn't do anything.

If it matters, I am using Safari in OS X Lion. I have no problems logging in to manage my site. I've successfully logged in and uploaded a couple hundred photos already today.

Strange that you are now putting the help information behind a secure login. Is there some danger to making the help pages publicly available? Strange also that being logged in to manage your site doesn't also provide access to the help.

Comments

  • SamirDSamirD Registered Users Posts: 3,474 Major grins
    edited August 27, 2011
    I just tried it and it worked fine, so I'm suspecting a cookie issue. Try logging into your xxxx.smugmug.com account (not from your custom domain). Then select help from there and see what happens. If it still doesn't work. Log out from your xxxx.smugmug.com account (not a custom domain), and then log in again and try again.

    Sounds like the cookie isn't authenticating properly for some reason.
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  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited August 27, 2011
    What page exactly did you hit the help link from? I would like to try. Thank you.
    Andy

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  • BradfordBennBradfordBenn Registered Users Posts: 2,506 Major grins
    edited August 27, 2011
    I am having trouble as well from my main page. I was at photos.bradfordbenn.com and clicked help. The iPad2 just kept saying redirecting and basically hung. I got in fine going to help.smug mug.com I just chalked it up to iPad Safari
    -=Bradford

    Pictures | Website | Blog | Twitter | Contact
  • cabbeycabbey Registered Users Posts: 1,053 Major grins
    edited August 28, 2011
    BECoggins wrote: »
    Strange that you are now putting the help information behind a secure login. Is there some danger to making the help pages publicly available? Strange also that being logged in to manage your site doesn't also provide access to the help.

    Well, it's not as weird as it might sound. If you are logged in, then certain help and contact links redirect you to our new help portal with your basic information passed along, like name, email address, homepage, etc. The help system doesn't require that you be logged in, anyone can access it at http://help.smugmug.com/. But if we detect that you are signed in when we send you there, then we take the effort to pass along who you are, to save you (and us) some time if you need to write in. If you aren't logged in when we present the link to help, then we don't even bother trying to do that, we just send you straight over to the help pages.

    The problem you are running into seems to be that wherever we are presenting the link to you we sense that you are logged in, but when your browser requests the page that will redirect you to the help system... then we don't know that you are logged in. Cookies seem like suspect #1 as SamirD suggested. But as Andy asked, I really need to know what page you are on and what link you are clicking that you are getting this to figure out if there is a deeper issue.
    SmugMug Sorcerer - Engineering Team Champion for Commerce, Finance, Security, and Data Support
    http://wall-art.smugmug.com/
  • BradfordBennBradfordBenn Registered Users Posts: 2,506 Major grins
    edited September 12, 2011
    Okay it happened to me today, and remembering this thread... Here you go Cabbey

    iPad2 Safari iOS4
    It was when I was on the Event page, http://help.smugmug.com/customer/portal/articles/83125

    Does that help?
    -=Bradford

    Pictures | Website | Blog | Twitter | Contact
  • cabbeycabbey Registered Users Posts: 1,053 Major grins
    edited September 13, 2011
    BradfordBenn wrote: »
    Okay it happened to me today, and remembering this thread... Here you go Cabbey

    iPad2 Safari iOS4
    It was when I was on the Event page, http://help.smugmug.com/customer/portal/articles/83125

    Does that help?

    Hey Brad, I need one page back in the chain... what url were you on that you clicked a link to take you to help that lead you there?
    SmugMug Sorcerer - Engineering Team Champion for Commerce, Finance, Security, and Data Support
    http://wall-art.smugmug.com/
  • BradfordBennBradfordBenn Registered Users Posts: 2,506 Major grins
    edited September 13, 2011
    Hey Cabbey

    I just tried again and I can sill recreate it very easily. Here is what I did:

    1) Went to Starbucks to get non-evil IT Overlord Internet Access & Coffee Beverage (iced)
    2) Launched Safari on iPad2 with iOS4
    3) It did not require a login since it is a AT&T device
    4) Go to Smugmug Help (have http://www.smugmug.com/help bookmarked which redirects to help.smug mug.com)
    5) In the search box enter "Event"
    6) In the results select "Market Event" http://help.smugmug.com/customer/portal/articles/83125
    7) Read page and still have question
    8) Click the Login link in the upper right goes to https://secure.smugmug.com/login.mg?goTo=http%3A%2F%2Fwww.smugmug.com%2Fservices%2Fassistly%2F
    9) The page goes to sign in portal
    10) Login with out clicking Remember Me
    11) The portal accepts the credentials and then starts looping

    Does that help?
    -=Bradford

    Pictures | Website | Blog | Twitter | Contact
  • cabbeycabbey Registered Users Posts: 1,053 Major grins
    edited September 13, 2011
    BradfordBenn wrote: »
    Hey Cabbey

    I just tried again and I can sill recreate it very easily. Here is what I did:

    1) Went to Starbucks to get non-evil IT Overlord Internet Access & Coffee Beverage (iced)
    2) Launched Safari on iPad2 with iOS4
    3) It did not require a login since it is a AT&T device
    4) Go to Smugmug Help (have http://www.smugmug.com/help bookmarked which redirects to help.smug mug.com)
    5) In the search box enter "Event"
    6) In the results select "Market Event" http://help.smugmug.com/customer/portal/articles/83125
    7) Read page and still have question
    8) Click the Login link in the upper right goes to https://secure.smugmug.com/login.mg?goTo=http%3A%2F%2Fwww.smugmug.com%2Fservices%2Fassistly%2F
    9) The page goes to sign in portal
    10) Login with out clicking Remember Me
    11) The portal accepts the credentials and then starts looping

    Does that help?

    Whoa. Yeah that's totally different than what I thought was going on. I'll look into it. (hmm... might have to expense a trip to Caribou with the wife's ipad.... ;)
    SmugMug Sorcerer - Engineering Team Champion for Commerce, Finance, Security, and Data Support
    http://wall-art.smugmug.com/
  • BradfordBennBradfordBenn Registered Users Posts: 2,506 Major grins
    edited September 13, 2011
    It is not a critical path issue for me at least. I can just email or fill out the form. But I recommend taking the wife with her iPad not just her iPad to the coffee house
    -=Bradford

    Pictures | Website | Blog | Twitter | Contact
  • SamirDSamirD Registered Users Posts: 3,474 Major grins
    edited September 15, 2011
    BradfordBenn wrote: »
    But I recommend taking the wife with her iPad not just her iPad to the coffee house
    rolleyes1.gifroflrolleyes1.gif
    Pictures and Videos of the Huntsville Car Scene: www.huntsvillecarscene.com
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