Up load photos

Lesley Bray

I am trying to upload some photos which should be easy Smug Mug tells me the upload is successful - big green tick beside the upload. The uploaded photos are not showing in my album Go to the upload log and there it says upload problem incomplete file.
Try again - same result.
Lesley

Flounder

Hi Lesley,

I do see the incomplete file errors in your upload log. These generally point to a connection error causing the failed uploads.

First off, let's start by making sure that your installation of Java and Flash are up to date. Since we do have uploaders that require those

Follow these steps to make sure your java is up to date for a PC:

1) Go to http://www.java.com

2) Click on "Do I have Java?" and wait for the test to run.

3) Follow the steps to get the latest version of Java if you need it.

Instructions for updating Flash can be found here: http://wiki.smugmug.net/display/SmugMug/How+To+Update+Adobe+Flash+Player+-+Windows

We do ask that if you are running a wireless connection, please connect directly to your router or modem, and see if that helps. Wireless connections can cause uploading problems at times.

If you're still at a loss, please run a couple of tests, so we can see what's going on.

Try these instructions to run a traceroute on a PC:

http://smugmug.assistly.com/customer/portal/articles/92187-uploading-traceroute-pc-to-smug

That will help us see if and where any problems may be.

Please run a speed test as well. Go here and click "Begin Test"

http://upload.smugmug.com/test/line-quality/

After the test completes, click on "share result" and click on the "copy" button.

For the test results, we do ask that you reply via email. It's much easier to follow, and your email will get put in the hands of the right Hero. We do have folks who specialize in these sorts of problems.
http://help.smugmug.com/

Cheers,
Nick Wilson
SmugMug Support Hero

Lesley Bray

Thank you Nick
I have done everything except the speed test - the speed test says it was skipped because a firewall was found - I didn't know I had a firewall - any ideas where I might find the firewall to disable it.
Thanks for your help
Lesley

Andy

Lesley Bray wrote: »

Thank you Nick
I have done everything except the speed test - the speed test says it was skipped because a firewall was found - I didn't know I had a firewall - any ideas where I might find the firewall to disable it.
Thanks for your help
Lesley

Please get to our heroes help.smugmug.com thanks Lesley.

Lesley Bray

I have Andy but there has been no response Lesley

Andy

Hello Lesley, we answer every single email, we're checking on yours now. Also in about an hour's time you can just chat instantly with us via our chat system.

Andy

Lesley Bray wrote: »

I have Andy but there has been no response Lesley

Hi Lesley, I checked our help system, we answered you within about 15 minutes of writing us last night US Time... please check your spam filters and folders for our reply thanks.

rainforest1155

Lesley,
I just resend Nick's reply from the helpdesk to you. If you still don't see it after 15min, check your spam folder as well.

If you still don't see our email, you can also contact us via chat:
http://help.smugmug.com/
It's at the bottom right of the screen.