Quite a few hiccups lately?

jwwjww Registered Users Posts: 449 Major grins
edited October 18, 2011 in SmugMug Support
Not that there have been many outages over the past several months, but it seems the past few weeks there have been more than a few. From looking at the status page, there have been eight since Oct 4. Most are like 30 minutes to an hour, but sometimes this has been right during peek customer usage of my site. Hopefully they come back later, but as an event shooter I'm not always sure they do.

Other than the status page, I don't see any info on what the issues are, what was resolved and if there is a chance of it coming back until a larger fix or update is going in. Is there any more detailed information than the status page? Just someplace to give me a better warm and fuzzy feeling over the "Oh no we are down" to the "All clear, everything is ok!" that seems to be the bulk of the status page?

Much love and thanks! :) :thumb:lust

Comments

  • wayne861wayne861 Registered Users Posts: 96 Big grins
    edited October 16, 2011
    jww wrote: »
    Not that there have been many outages over the past several months, but it seems the past few weeks there have been more than a few. From looking at the status page, there have been eight since Oct 4. Most are like 30 minutes to an hour, but sometimes this has been right during peek customer usage of my site. Hopefully they come back later, but as an event shooter I'm not always sure they do.

    Other than the status page, I don't see any info on what the issues are, what was resolved and if there is a chance of it coming back until a larger fix or update is going in. Is there any more detailed information than the status page? Just someplace to give me a better warm and fuzzy feeling over the "Oh no we are down" to the "All clear, everything is ok!" that seems to be the bulk of the status page?

    Much love and thanks! :)thumb.giflust

    Yeah, this is really getting old. It has gotten to the point that if you use Smugmug for photo hosting, you need to have a backup site. Last night, uploaded photos weren't in the gallery, some galleries with newly uploaded photos were totally empty and the dreaded "processing image" was back. If we have to have something like Zenfolio to use when Smugmug is out of service, why keep Smugmug?

    Wayne
  • jwwjww Registered Users Posts: 449 Major grins
    edited October 16, 2011
    wayne861 wrote: »
    Yeah, this is really getting old. It has gotten to the point that if you use Smugmug for photo hosting, you need to have a backup site. Last night, uploaded photos weren't in the gallery, some galleries with newly uploaded photos were totally empty and the dreaded "processing image" was back. If we have to have something like Zenfolio to use when Smugmug is out of service, why keep Smugmug?

    Wayne

    Well... I wasn't going that far! I was just hoping to get a bit more info from them so I could have a better feel for what was going on. I now see on their status page they have indeed given us a ton of info and appreciate the update. That was all I was hoping for. ;)

    Thanks guys!
    jww
  • SamirDSamirD Registered Users Posts: 3,474 Major grins
    edited October 16, 2011
    Yeah, I like the new status page and error messages. Much, much more professional! Can't wait to get back online. Gotta upload/download/compare and get ready for another event that starts at 10am two hours away from me.
    Pictures and Videos of the Huntsville Car Scene: www.huntsvillecarscene.com
    Want faster uploading? Vote for FTP!
  • rainforest1155rainforest1155 Registered Users Posts: 4,566 Major grins
    edited October 17, 2011
    Samir and jww, thanks for your patience and understanding!

    Wayne, we do understand that such issues are a big inconvenience to our customers and we do try our best to resolve any issues that crop up as soon as possible while still gathering information on what caused the problem to be able to prevent the issue from reoccurring.
    Sometimes the source of an issue can't be tracked down immediately and requires additional monitoring / logging to gather sufficient data.
    Sebastian
    SmugMug Support Hero
  • wayne861wayne861 Registered Users Posts: 96 Big grins
    edited October 18, 2011
    Samir and jww, thanks for your patience and understanding!

    Wayne, we do understand that such issues are a big inconvenience to our customers and we do try our best to resolve any issues that crop up as soon as possible while still gathering information on what caused the problem to be able to prevent the issue from reoccurring.
    Sometimes the source of an issue can't be tracked down immediately and requires additional monitoring / logging to gather sufficient data.

    Here we go again. Smugmug is down and the status page shows all is well, everything green.

    Wayne
  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited October 18, 2011
    wayne861 wrote: »
    Here we go again. Smugmug is down and the status page shows all is well, everything green.

    Wayne

    Wayne, we weren't down this morning. What happened on your site? Email the help desk please thumb.gif
    Zac Williams
    Support Hero
  • kygardenkygarden Registered Users Posts: 1,060 Major grins
    edited October 18, 2011
    I saw the site down notice myself this morning after I noticed some photos on a blog I have weren't loading. Then shortly after that it was up, but I got the 'read only mode' notice after logging in to my smugmug account. It seems to be back up and normal right now.
  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited October 18, 2011
    I was mistaken, we did have some intermittent down time this morning. The status page was updated at 7:25 eastern time. Sorry about that I should have looked! It was before I woke up this morning.

    http://status.smugmug.com/services/entire-site
    Zac Williams
    Support Hero
  • SamirDSamirD Registered Users Posts: 3,474 Major grins
    edited October 18, 2011
    zacHer0 wrote: »
    It was before I woke up this morning.
    The joys of a 24x7 business. :D

    I have host-tracker, uptimerobot, and pingdom watching my sites for me. And then when they go down, I get a text message on my phone. And my phone is under my pillow and my touchpad beside that. I can diagnose things from bed and determine if it warrants getting up and fixing it on the spot or just going back to sleep.

    The hotel business isn't much better either--I remember staying up until 4am once dealing with an issue to wake backup at 5am for another 16hr day of work. eek7.gif
    Pictures and Videos of the Huntsville Car Scene: www.huntsvillecarscene.com
    Want faster uploading? Vote for FTP!
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