Latency?

Foques

Is anyone experiencing heavy latency at the moment?

just heard from a client of mine saying that the images either do not load at all, or take a while to show up. Checked on my end - same thing.

anyone?

zacHer0

Yes, and thank you for posting. We're seeing some slowness and thumbanils frequently won't load. Our ops team is looking into this right now and I'll post an update when I have one.

Foques

I am so relieved that it is not only me and my client. thank you for the update.

SamirD

Yeah, I'm seeing some issues for sure. :cry I'm about to check the status for anything showing...

ThreeGuysPhotography

Lots of issues with images loading here as well.

saguaro

Me too. Issues loading images. I also have a client trying to view and download work from my site.

...Rob

ericp502

Same issues here. Images not loading. Please give us an ETA on the fix as soon as you can.

lempinet

Same here, galleries are empty, no images loading, half of the gallery thumbnails are not showing...

Kristof

zacHer0

Ops should have this fixed soon. Sorry for the inconvenience this morning!

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

SamirD

Lovely comment where a link to one of my galleries is posted:

"most of those videos wont load for me, that uploading service sucks a** he's using." :cry

Foques

it seems that in last few months, smug has been getting hit pretty hard with these issues.

call me a whiner, but I think it is time for smug to do something for the users who are affected...

SamirD

This happens just a few times, usually during lots of bug fixes or feature rollouts. It's just a part of the service. And the outages usually hit you at the most inopportune time.

I've been with them for over half a decade now and haven't seen but just one or two 'detrimental' outages. They're very prompt on getting everything back up, much moreso than even my own web host.

I actually have such confidence in them that I replied to that post about my service sucking and let them know that it will probably be working 100% by 11am cst...and everything seems to be pretty close to 100% again.

Foques

its not the point.

My FT job is supporting a similar service. And our developers are pretty bad.... Smug is going down nearly as often as we do, and believe me, we are giving out credits/gifts/thank yous like you wouldn't believe..

the point is that the outages are happening often of late - ~10 outages in last 3 months.. the point is customer service.

Foques

appears to be working right now.

ericp502

Foques wrote: »

appears to be working right now.

Working for me too. I agree with Foques. Smugmug needs a true development/QA/production environment. Making development changes directly to production is why issues like these occur.

SamirD

ericp502 wrote: »

Working for me too. I agree with Foques. Smugmug needs a true development/QA/production environment. Making development changes directly to production is why issues like these occur.

And are you willing to pay for this? That's what it really comes down to. I'm sure they could do that for a service that costs $400/yr. But then the problem is that they won't have users.

I think SM knows their business model better than we do. If it's a serious problem that affects your business, you have to investigate alternative services. People have left SM because of service issues. And people have come to SM due to service issues with other services. Pick the service that works for you. SM listens, but they can't change at fundamental levels. I think their software development methods aren't going to change.

ericp502

SamirD wrote: »

And are you willing to pay for this? That's what it really comes down to. I'm sure they could do that for a service that costs $400/yr. But then the problem is that they won't have users.

I think SM knows their business model better than we do. If it's a serious problem that affects your business, you have to investigate alternative services. People have left SM because of service issues. And people have come to SM due to service issues with other services. Pick the service that works for you. SM listens, but they can't change at fundamental levels. I think their software development methods aren't going to change.

This is how every reputable website or software development business in the world does it. Even small companies. It doesn't cost much if anything more. Especially with today's virtual servers. I'm sure their policies say they are supposed to have a development/production separation but its just not being followed. Without rules like this in place your going to have outages.

Andy

ericp502 wrote: »

I'm sure their policies say they are supposed to have a development/production separation but its just not being followed. Without rules like this in place your going to have outages.

We have dev and pro in totally separate environments. The issue today had nothing to with anything we were working on on the site. Just wanted to clarify that point.

olegos

Andy wrote: »

The issue today had nothing to with anything we were working on on the site. Just wanted to clarify that point.

Stating what exactly the issue was would clarify it even better. (DOS attack? Hardware failure? etc.)

SamirD

olegos wrote: »

Stating what exactly the issue was would clarify it even better. (DOS attack? Hardware failure? etc.)

How would this help the outage? If we don't trust SM to do the job, then we should look elsewhere for someone else that we do trust.

These type of outages are just a normal part of the SM service. And it's been debated many, many times over the years (many times by myself). But the conclusion at the end of the day is that if these problems are affecting a user's business so negatively, then SM may not be a right fit for that user's business model.

Personally, I've found the outages annoying as I'm sure everyone has. But it's a heck of a lot less annoying than trying to do this all myself. And it would sure cost a lot more too.

Foques

Samir if you're clueless about technology, then yes, to you it wouldn't make a difference.

I am curious from a purely technical side of things; professional interest if you will, just like the poster above, i'm sure.

Drop the fanboy act, it is really annoying.

claudermilk

It seems like this in an ongoing problem for a while. I am seeing on & off slow loading of my pages for about a week now. Some users have commented on it to me. Are there any ideas why?

rainforest1155

claudermilk wrote: »

It seems like this in an ongoing problem for a while. I am seeing on & off slow loading of my pages for about a week now. Some users have commented on it to me. Are there any ideas why?

Please write the helpdesk with specifics, like what exact links you're seeing this for, what browser version and OS you're using etc.

SamirD

Foques wrote: »

Samir if you're clueless about technology, then yes, to you it wouldn't make a difference.

I am curious from a purely technical side of things; professional interest if you will, just like the poster above, i'm sure.

Drop the fanboy act, it is really annoying.

What an arrogant reply. Do you think this type of arrogance is going to make the outages any less frequent? If you can't make a system more reliable in your day job, why do you think you can help SM do it? Do you think micromanaging SM will help you as a photographer? You pay them for this level of service--if it's not enough, move to another service.

If you've read any of my posts over the years, you'll see I'm anything but a 'fanboy' as you put it. I know this system has its issues, but it works for me. If it doesn't work for you, just move to another service that fulfills your needs. SM is aware of the issues and they're making a business decision they don't want to share. I've learned to respect that. Maybe you should too.

olegos

I just found Andy's reply about what it wasn't, without stating what it was, in the name of clarity, well, lacking clarity. And yes, I was curious about the cause. By the way, posting here probably won't help world peace either.

Foques

SamirD wrote: »

What an arrogant reply. Do you think this type of arrogance is going to make the outages any less frequent? If you can't make a system more reliable in your day job, why do you think you can help SM do it? Do you think micromanaging SM will help you as a photographer? You pay them for this level of service--if it's not enough, move to another service.

If you've read any of my posts over the years, you'll see I'm anything but a 'fanboy' as you put it. I know this system has its issues, but it works for me. If it doesn't work for you, just move to another service that fulfills your needs. SM is aware of the issues and they're making a business decision they don't want to share. I've learned to respect that. Maybe you should too.

lol.
thank you for supporting my point.

And you don't want me to explain to you why my company is having so many outages. Everything that my team controls runs smoothly, and fails rarely (2 outages in last 3 years).
I look forward to the time when your posts are actually going to be useful and insightful.
Please, do not bother addressing me in the future. I have nothing to tell you, and nothing to learn from you.

SamirD

By telling you to solve your business problem by moving to another service if need be, I'm a fanboy?

Believe whatever you want, and good luck in your endeavor to change the SM policy on credits and refunds. Feel free to use the feedback system and make a suggestion.

I don't need to know what your business does. I trust that you guys do the best that you can because you're professionals--just as I trust the guys at SM. Get the concept?
I look forward to the day when your posts don't border on trolling.