Hi Sara. We're sorry to hear about your login trouble. If you haven't tried already please clear your browser's cache and cookies. Then shut the browser down completely and bring it back up. Then try logging in again. If you continue to experience any issues please email us directly at the following link so we can get a little more information about your operating system and browser.
:bash Good heavens almighty!! How is it possible that these kinds of canned responses are still happening with this unbelievably huge and ridiculous issue that's been affecting most of your users (from what we can all tell, anyway) for over a month now???? It's as if none of you have heard about it before-- you're still telling people to do all this basic stuff that we've all tried??? Just... PLEASE, everyone in any kind of SmugMug office anywhere, or who talks to anyone in any Smug office-- go talk to everyone else in the entire office & tell eachother that your users are going out of their minds and that this old MESS needs fixing, now!! Tell them to absolutely not sound like they've never heard about this thing. Please. Is there ANYone with heads under the hood over there? Yes, we're beginning to shout, because no one seems to be listening.
:bash Good heavens almighty!! How is it possible that these kinds of canned responses are still happening with this unbelievably huge and ridiculous issue that's been affecting most of your users (from what we can all tell, anyway) for over a month now???? It's as if none of you have heard about it before-- you're still telling people to do all this basic stuff that we've all tried??? Just... PLEASE, everyone in any kind of SmugMug office anywhere, or who talks to anyone in any Smug office-- go talk to everyone else in the entire office & tell eachother that your users are going out of their minds and that this old MESS needs fixing, now!! Tell them to absolutely not sound like they've never heard about this thing. Please. Is there ANYone with heads under the hood over there? Yes, we're beginning to shout, because no one seems to be listening.
Yes, we are trying to fix this as fast as possible. No, this is not affecting the majority of our users. There have been maybe 20 people with this issue on Dgrin and we have many thousands of users. Yes, there is a problem but it's not biting everyone. There are many types of login issues that we see and step 1 is always to have the user clear cache/cookies and maybe get a bit more information. I'm sure Sean was doing the best he could to help the OP, he didn't know what her specific problem was at the time of his post.
Yes, we are trying to fix this as fast as possible. No, this is not affecting the majority of our users. There have been maybe 20 people with this issue on Dgrin and we have many thousands of users. Yes, there is a problem but it's not biting everyone. There are many types of login issues that we see and step 1 is always to have the user clear cache/cookies and maybe get a bit more information. I'm sure Sean was doing the best he could to help the OP, he didn't know what her specific problem was at the time of his post.
Counting the responses in the maybe 3 threads just on this forum, I suspect that it might affect more than just "maybe 20" users.
Counting the responses in the maybe 3 threads just on this forum, I suspect that it might affect more than just "maybe 20" users.
Holy Moly. Ya think??!!! Yikes. More disbelief at SmugMug's ignorance about this issue. Multiple threads, many weeks, on & on-- and one person posting on DGrin represents who knows how many? 20? more? It took me months to stumble over to DGrin when I was in my first year here, etc. etc.
Counting the responses in the maybe 3 threads just on this forum, I suspect that it might affect more than just "maybe 20" users.
That's not what I meant, sorry if you took it that way and thanks for catching it. We know it's an issue and we are working on it. I was just pointing out that the issue isn't affecting "more than half" of our users.
Yes, we are trying to fix this as fast as possible. No, this is not affecting the majority of our users. There have been maybe 20 people with this issue on Dgrin and we have many thousands of users. Yes, there is a problem but it's not biting everyone. There are many types of login issues that we see and step 1 is always to have the user clear cache/cookies and maybe get a bit more information. I'm sure Sean was doing the best he could to help the OP, he didn't know what her specific problem was at the time of his post.
I just counted over 36 in only a couple threads w/o even going back very far, and remember there have also been a bunch of uploading issues that are essentially the same thing (the log-in issue), but it takes people time to put 2 & 2 together. When many people w/ this problem try to upload, they're getting error messages, and /or HTML 5 isn't working, and/or you're told you need a different uploader (but not prompted to that page) or the page just sits there. They might refresh it & then are told to log in. The same thing with certain Tools. If I try correcting color, I (like others) may have the problem where it just sits there, unless I eventually do a few workarounds that finally brings up my photos for the correction boxes after having me log in again.
All I can say is that your count is way way off, you're not noting that this issue is present in many many threads with various titles, and you're forgetting that only a small fraction of people find their way to the forums to get info! How many people have called the help desk? How many people just try to wait it out? How many people don't bother to report it at all-- they just keep on logging in, logging in, & re-logging in. The fact that none of these threads have yet been moved to "Bug Reporting" even though I asked at least once says something too. That's where lots of people go when something isn't working, & if they don't see it there, they figure it's just them. This is just a big mess, and the more SmugMug keeps sounding like it's not, the more frustrated people are getting. As several have noted, how ironic is it that we're staying logged in all the time on DGrin?? Yet we can't even stay logged in on our own website! It is way beyond aggravating, and when weeks go by, it does not feel at ALL priority!
You ever think many are just dealing with and just accepting it as the new way of using SmugMug? I was putting up with it myself hoping it would soon be fixed. Finally after having to log on 5 times in the same damn day I decided to come here and low and behold I'm not the only getting a little frustrated about this.
This is the one thing about SmugMug that has always pissed me off. A thread is started with people from all over the country complaining about the same problem and SmugMugs first response is that it is a problem on the customers side. I'm not just referring to this issue either.
My Pictures : My Gear
I Reject Your Reality And Substitute My Own - Adam Savage
I just counted over 36 in only a couple threads w/o even going back very far, and remember there have also been a bunch of uploading issues that are essentially the same thing (the log-in issue), but it takes people time to put 2 & 2 together. When many people w/ this problem try to upload, they're getting error messages, and /or HTML 5 isn't working, and/or you're told you need a different uploader (but not prompted to that page) or the page just sits there. They might refresh it & then are told to log in. The same thing with certain Tools. If I try correcting color, I (like others) may have the problem where it just sits there, unless I eventually do a few workarounds that finally brings up my photos for the correction boxes after having me log in again.
All I can say is that your count is way way off, you're not noting that this issue is present in many many threads with various titles, and you're forgetting that only a small fraction of people find their way to the forums to get info! How many people have called the help desk? How many people just try to wait it out? How many people don't bother to report it at all-- they just keep on logging in, logging in, & re-logging in. The fact that none of these threads have yet been moved to "Bug Reporting" even though I asked at least once says something too. That's where lots of people go when something isn't working, & if they don't see it there, they figure it's just them. This is just a big mess, and the more SmugMug keeps sounding like it's not, the more frustrated people are getting. As several have noted, how ironic is it that we're staying logged in all the time on DGrin?? Yet we can't even stay logged in on our own website! It is way beyond aggravating, and when weeks go by, it does not feel at ALL priority!
Anna Lisa, I was just making the point that the issue isn't affecting half of our members. I'm sorry my rough estimate was off, it was just meant to make a point. Sorry! Our engineers are doing the best they can to fix this but it's not as simple as it might seem. They're not sitting on their hands, I promise you.
PS: Staying logged in on Dgrin has nothing to do with staying logged in at SmugMug.
So by this answer Sm won't feel it is a REAL problem unless it affects at least half of its clients... ...
I am so glad I have move my account to ZENFOLIO...
Art, this is trolling and we just don't allow it here on Dgrin. Stop it now.
If you have a horse in this race, then ride it. But you don't. The support heroes are working with QA and Engineering to figure this out. It's clear that there's a problem for some # of customers. But it's not widespread, that's all that they are trying to say. Doesn't mean it's not important - it is. Let them work it out, they always have and always will. I'm sure they'll figure it out and post here with a fix.
Art, this is trolling and we just don't allow it here on Dgrin. Stop it now.
If you have a horse in this race, then ride it. But you don't. The support heroes are working with QA and Engineering to figure this out. It's clear that there's a problem for some # of customers. But it's not widespread, that's all that they are trying to say. Doesn't mean it's not important - it is. Let them work it out, they always have and always will. I'm sure they'll figure it out and post here with a fix.
Andy... last I knew you were no longer employed here...a Stake I do have..I have yet to close my account and until I do I still have a stake...
Andy... last I knew you were no longer employed here...a Stake I do have..I have yet to close my account and until I do I still have a stake...
Good. Stop the trolling right now or we'll ban you. The issue is raised. SmugMug will deal with it. This forum will remain civil, and discussions will remain on point. Otherwise valuable time is just wasted with pointless nothingness.
Good. Stop the trolling right now or we'll ban you. The issue is raised. SmugMug will deal with it. This forum will remain civil, and discussions will remain on point. Otherwise valuable time is just wasted with pointless nothingness.
Andy, if this was happening to me (thank goodness it's not), I'd be pretty pissed myself. Smugmug may be working on it, but they're doing a crummy job of communicating. All folks want to know is that: "Yes, we acknowledge there is a problem that is affecting some number of users. We have our engineers focused on it and they are trying to sort it out, but it has not been easy to figure out. We will post back some progress every couple days just to let you know we are still working on it."
Instead, it appears like weeks have gone by with no good communication. If this was happening to me, I would not feel comfortable that the issue was being worked on with high priority and I'd regularly feel like I'm being told nothing. It has been weeks now and this is a debilitating problem for those that is afflicts. There should be ONE person at Smugmug who owns the responsibility for regularly updating this thread on what is learned and what the progress is. I know you don't work at Smugmug any more, but I honestly don't even know who to direct this point to at Smugmug because it's not clear who owns this issue.
Yes, communication here should be civil and I agree with that part of your point, but it's easy for folks here to get frustrated when Smugmug is essentially broken for them and there is no reliable or regular communication on the issue.
still having to re-sign in even tho I have the KEEP ME SIGNED IN BOX TICKED... after signing in I am taken to a page telling me my CC number is expired...YEP it is and I am not updating it, but then I clik on my name and tell it to takes me to MY HOMEPAGE and it does but it is the visitor view..... then I have to click on various links to get it to finally take me where I wanted to go five minutes ago.....when I sign in I should be in OWNER VIEW not visitor view...
I think what seriously surprises me, besides the fact that it's been 6-8 weeks, & besides the lack of some kind of progress info., is the lack of detailed questions being asked of the many people posting here who have the issue (and of some who do not) I'm obviously way out of my element as far as the actual engineering or whatever kinds of folks are working on this, but wouldn't it help for them to have more detail so that we could at least figure out what's separating those who do & those who don't have the issue?
For instance, would it help at all if everyone with the problem would at least state what browsers & what OS combos they've tried? Some have, but many have not. Would it also help to list add-ons? I think someone recently stated that they don't have the problem if they keep more than one browser window open. I'm about to try this. I would imagine SmugMug would want to know if this works for lots of people? If nothing else, I'm saying that, from a PR standpoint, SmugMug users just may feel more like someone's home or someone's listening if they could see their experiences with this issue were being noted in a methodical way!
I think what seriously surprises me, besides the fact that it's been 6-8 weeks, & besides the lack of some kind of progress info., is the lack of detailed questions being asked of the many people posting here who have the issue (and of some who do not) I'm obviously way out of my element as far as the actual engineering or whatever kinds of folks are working on this, but wouldn't it help for them to have more detail so that we could at least figure out what's separating those who do & those who don't have the issue?
For instance, would it help at all if everyone with the problem would at least state what browsers & what OS combos they've tried? Some have, but many have not. Would it also help to list add-ons? I think someone recently stated that they don't have the problem if they keep more than one browser window open. I'm about to try this. I would imagine SmugMug would want to know if this works for lots of people? If nothing else, I'm saying that, from a PR standpoint, SmugMug users just may feel more like someone's home or someone's listening if they could see their experiences with this issue were being noted in a methodical way!
I forgot to say i have had this problem on FireFox and internet explorer...IE is only used to test my site for seeing it as not signed in...so if that helps good....
Counting the responses in the maybe 3 threads just on this forum, I suspect that it might affect more than just "maybe 20" users.
The fact that those threads have now been merged and swept under the carpet to another forum isn't going to help with undereporting the issue as if you now look at the main support forum (which is where most users look for support after all rather than this little sub-forum hidden at the top of the page ) there is no mention of the issue anymore.
I do get the impression that Smugmug just don't have the technical expertise they used to have and it's not just customers who have been leaving in droves over the last year or so. It's very sad.
Just because you haven't heard from us doesn't mean we're not having the login problem. I have been having it for weeks now. I was thinking it was me even though I have experienced it with Firefox and Chrome on Win 7 and Safari on OSx. It is a pain that I have been experiencing daily but have not dealt with yet. If I were Smugmug I would assume most everyone is experiencing but many have not yet reported.
I'm having the problem on the same machine and software I have used without any problems in the past. Win 7, Firefox 16.0.2, IE9. Haven't added or changed any FF plugins.
My Pictures : My Gear
I Reject Your Reality And Substitute My Own - Adam Savage
+ another one.
Safari will not keep my SM cookie active. I have to log in every time despite the "remember me" being checked. Been happening for about ten days now.
The DGrin side is fine though.
My Smugmug
"You miss 100% of the shots you don't take" - Wayne Gretzky
If it helps, with me both Chrome and ie9 remember my login details - I don't have to re-enter them every time other than the first letter of my email address and then it auto-completes but I do have to go to the login page and 'reactivate' my login every time I visit.
me too
After a couple weeks of dealing with this constant log in problem I finally found this thread.....this problem is keeping me from efficiently working. I really didn't care much about the price increase but this log in problem will definitely be enough to have me leave SM if it isn't corrected soon. Beside constantly having to log in (using chrome), the upload box lets me drag sometimes, sometimes not. I never know what to expect and I dread going to my own websitenow that is really bad!
Another member having this problem. Happens on Safari, IE, Firefix and Chrome. Also having the occasional upload problem that Fishead mentioned in post #115.
The fact that those threads have now been merged and swept under the carpet to another forum
Or maybe, just maybe, the threads were merged because a) there were three threads on same topic and b) it's easier for those that are going to fix the issue to have everything in one place
...or maybe, just maybe, the threads were finally moved because I asked... twice. Funny how many people can actually find out something now that it's showing up in "Bug". But thank you to whomever finally moved it.
Count me in too. Firefox 16.0.2 on OSX Lion (but also previous FF versions over the last couple of months) is my primary platform, but ditto Ubuntu 12.04
For a short period of time when it first started for me, it was due to my checking "do not track" in FF. Turning that off solved the problem for a couple weeks, but now it has returned and is not related to DNT.
I've purged cookies and cache in an effort to troubleshoot. I also started logging in at smugmug directly rather than via my own (CNAME) domain and again, that worked for a short period of time but no longer.
I don't seem to have it as bad as others, as I am not randomly logged out during an active session, but despite checking "keep me logged in", I will have to login again later in the day. And definitely if close/re-open FF.
Add me to the list of affected users. Three Macs on Safari and Firefox but different versions. Problem is also on my iPad running iOS v5 I think. I haven't had any customisations on my sight for a couple of years and don't make use of any slideshows. I do have my own domain.
It's a very irritating problem given it ostensibly was meant to make things more secure. My machines maintain the passwords in a KeyChain so it just about clicking a couple of extra buttons every time it happens after my machines autofill the fields. For what it's worth, it might happen 15-20 times in a day depending on how active I am on my site.
Gotta quickly add, I just went to my site for the first time this morning and instead of my site, it took me to the SM landing page. I clicked the login button, confirmed the login credentials, checked "keep me logged in". Guess where it took me? To my page as a visitor. I clicked on login again and instead of being asked for credentials, it simply brings up my page as being logged in.
I've been experiencing this type of behaviour in many variations for as long as this thread has been going. Cleared cache and deleted cookies on my primary machine multiple times. No difference.
Gotta quickly add, I just went to my site for the first time this morning and instead of my site, it took me to the SM landing page. I clicked the login button, confirmed the login credentials, checked "keep me logged in". Guess where it took me? To my page as a visitor. I clicked on login again and instead of being asked for credentials, it simply brings up my page as being logged in.
I've been experiencing this type of behaviour in many variations for as long as this thread has been going. Cleared cache and deleted cookies on my primary machine multiple times. No difference.
Good point. That happens to me to. Go through the login and when I land I am not shown to be logged in. Refresh/reload and *poof*....logged in.
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DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
Yes, we are trying to fix this as fast as possible. No, this is not affecting the majority of our users. There have been maybe 20 people with this issue on Dgrin and we have many thousands of users. Yes, there is a problem but it's not biting everyone. There are many types of login issues that we see and step 1 is always to have the user clear cache/cookies and maybe get a bit more information. I'm sure Sean was doing the best he could to help the OP, he didn't know what her specific problem was at the time of his post.
Support Hero
Counting the responses in the maybe 3 threads just on this forum, I suspect that it might affect more than just "maybe 20" users.
DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
That's not what I meant, sorry if you took it that way and thanks for catching it. We know it's an issue and we are working on it. I was just pointing out that the issue isn't affecting "more than half" of our users.
Support Hero
All I can say is that your count is way way off, you're not noting that this issue is present in many many threads with various titles, and you're forgetting that only a small fraction of people find their way to the forums to get info! How many people have called the help desk? How many people just try to wait it out? How many people don't bother to report it at all-- they just keep on logging in, logging in, & re-logging in. The fact that none of these threads have yet been moved to "Bug Reporting" even though I asked at least once says something too. That's where lots of people go when something isn't working, & if they don't see it there, they figure it's just them. This is just a big mess, and the more SmugMug keeps sounding like it's not, the more frustrated people are getting. As several have noted, how ironic is it that we're staying logged in all the time on DGrin?? Yet we can't even stay logged in on our own website! It is way beyond aggravating, and when weeks go by, it does not feel at ALL priority!
DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
This is the one thing about SmugMug that has always pissed me off. A thread is started with people from all over the country complaining about the same problem and SmugMugs first response is that it is a problem on the customers side. I'm not just referring to this issue either.
I Reject Your Reality And Substitute My Own - Adam Savage
Anna Lisa, I was just making the point that the issue isn't affecting half of our members. I'm sorry my rough estimate was off, it was just meant to make a point. Sorry! Our engineers are doing the best they can to fix this but it's not as simple as it might seem. They're not sitting on their hands, I promise you.
PS: Staying logged in on Dgrin has nothing to do with staying logged in at SmugMug.
Support Hero
So by this answer Sm won't feel it is a REAL problem unless it affects at least half of its clients... ...
I am so glad I have move my account to ZENFOLIO...
Art, this is trolling and we just don't allow it here on Dgrin. Stop it now.
If you have a horse in this race, then ride it. But you don't. The support heroes are working with QA and Engineering to figure this out. It's clear that there's a problem for some # of customers. But it's not widespread, that's all that they are trying to say. Doesn't mean it's not important - it is. Let them work it out, they always have and always will. I'm sure they'll figure it out and post here with a fix.
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Andy... last I knew you were no longer employed here...a Stake I do have..I have yet to close my account and until I do I still have a stake...
Good. Stop the trolling right now or we'll ban you. The issue is raised. SmugMug will deal with it. This forum will remain civil, and discussions will remain on point. Otherwise valuable time is just wasted with pointless nothingness.
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Instead, it appears like weeks have gone by with no good communication. If this was happening to me, I would not feel comfortable that the issue was being worked on with high priority and I'd regularly feel like I'm being told nothing. It has been weeks now and this is a debilitating problem for those that is afflicts. There should be ONE person at Smugmug who owns the responsibility for regularly updating this thread on what is learned and what the progress is. I know you don't work at Smugmug any more, but I honestly don't even know who to direct this point to at Smugmug because it's not clear who owns this issue.
Yes, communication here should be civil and I agree with that part of your point, but it's easy for folks here to get frustrated when Smugmug is essentially broken for them and there is no reliable or regular communication on the issue.
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For instance, would it help at all if everyone with the problem would at least state what browsers & what OS combos they've tried? Some have, but many have not. Would it also help to list add-ons? I think someone recently stated that they don't have the problem if they keep more than one browser window open. I'm about to try this. I would imagine SmugMug would want to know if this works for lots of people? If nothing else, I'm saying that, from a PR standpoint, SmugMug users just may feel more like someone's home or someone's listening if they could see their experiences with this issue were being noted in a methodical way!
DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
I forgot to say i have had this problem on FireFox and internet explorer...IE is only used to test my site for seeing it as not signed in...so if that helps good....
The fact that those threads have now been merged and swept under the carpet to another forum isn't going to help with undereporting the issue as if you now look at the main support forum (which is where most users look for support after all rather than this little sub-forum hidden at the top of the page ) there is no mention of the issue anymore.
I do get the impression that Smugmug just don't have the technical expertise they used to have and it's not just customers who have been leaving in droves over the last year or so. It's very sad.
I Reject Your Reality And Substitute My Own - Adam Savage
Safari will not keep my SM cookie active. I have to log in every time despite the "remember me" being checked. Been happening for about ten days now.
The DGrin side is fine though.
"You miss 100% of the shots you don't take" - Wayne Gretzky
After a couple weeks of dealing with this constant log in problem I finally found this thread.....this problem is keeping me from efficiently working. I really didn't care much about the price increase but this log in problem will definitely be enough to have me leave SM if it isn't corrected soon. Beside constantly having to log in (using chrome), the upload box lets me drag sometimes, sometimes not. I never know what to expect and I dread going to my own websitenow that is really bad!
www.allensklar.smugmug.com
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Facebook
Or maybe, just maybe, the threads were merged because a) there were three threads on same topic and b) it's easier for those that are going to fix the issue to have everything in one place
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DayBreak, my Folk Music Group (some free mp3s!) http://daybreakfolk.com
For a short period of time when it first started for me, it was due to my checking "do not track" in FF. Turning that off solved the problem for a couple weeks, but now it has returned and is not related to DNT.
I've purged cookies and cache in an effort to troubleshoot. I also started logging in at smugmug directly rather than via my own (CNAME) domain and again, that worked for a short period of time but no longer.
I don't seem to have it as bad as others, as I am not randomly logged out during an active session, but despite checking "keep me logged in", I will have to login again later in the day. And definitely if close/re-open FF.
It's a very irritating problem given it ostensibly was meant to make things more secure. My machines maintain the passwords in a KeyChain so it just about clicking a couple of extra buttons every time it happens after my machines autofill the fields. For what it's worth, it might happen 15-20 times in a day depending on how active I am on my site.
I've been experiencing this type of behaviour in many variations for as long as this thread has been going. Cleared cache and deleted cookies on my primary machine multiple times. No difference.
Good point. That happens to me to. Go through the login and when I land I am not shown to be logged in. Refresh/reload and *poof*....logged in.