Ongoing upload problems

aporia

I'm at the end of a 7 day pro trial of SmugMug and after several days of aborted and partial uploads of files, I am very disappointed that the service has not worked well at all. I have tried the Universal Drag and Drop through both Directory and multiple file uploads, and find that files have been dropped, half-loaded, or not not uploaded at all. I also have tried Star Explorer and continue to receive error messages and partial uploads. Single file uploads seem to work OK but this obviously is untenable for a professional account.

I have tried both Firefox and Opera on Windows XP and receive a variety of error messages on both browsers:
"File upload interrupted (socket write errors),"
"Upload failed (I'm sorry, but you can only upload JPEGS and GIFS),"
and one other I don't remember at the moment.

I am attempting to upload only JPEG photos.

Where is the problem here? Are these failed uploads due to an ISP balk? SmugMug errors? Computer glitches on my machine? :dunno

I've been searching for a pro level account and reading here at DGrin for the last couple of months. I like the great level of support represented here and really would like a SmugMug account to work for me.

Thanks for any help you can provide.

Best regards,

Tom
aporia.smugmug.com

Andy

aporia wrote:

Thanks for any help you can provide.

Best regards,

Tom
aporia.smugmug.com

Hi Tom,

Ouch - sorry you're having such troubles! Honestly, and this is no lame excuse - we rarely have someone who can't upload or who gets these types of errors. But what it most often comes down to are a few things..

1) are you trying an alternate browser? We love Firefox from mozilla.org
2) do you have any accelerator software running, a firewall, special "surfing protection" software?
3) are you getting any of these errors?
4) are you using a wireless network, or hard wired? DSL, Cable?
5) are you uploading files that are less than 16mb each? And less than 48megapixels each?
http://www.smugmug.com/help/photo-storage

6) when we see this sort of trouble - we suggest a packet loss test:

Go to www.dslreports.com and register (free). Run the packet loss test. Let me know the results.

I'm sure we can help you. I'll be here all night.

All the best,

Andy

PS: Love this shot:

http://aporia.smugmug.com/gallery/1081599/1/50183227/Medium

aporia

Andy,

Thanks for the quick response.

I am using Firefox 1.5. I also have tried uploading to SmugMug with Opera 8.5.

I have no accelerator software or firewall, etc.

I have DSL service with Bell Sympatico (which sometimes has weird connection issues).

I managed to locate packet loss test instructions through the maze on the Broadband Reports site. It will be the morning before I can get back to run the test.

Regards,

Tom

aporia

I missed your comment on the photo. Thanks.

Packet results are in with a surprising "Pass" all the way around:
Line quality 0% loss latency 37.6ms

That's it for me for the night. I'll check back in the AM.

Andy

aporia wrote:

I have DSL service with Bell Sympatico (which sometimes has weird connection issues).

This got us thinking...

Take a look here (found by GrannyRobin):
http://www.dslreports.com/forum/remark,15133153

These types of issue can be very hard to troubleshoot. Can you ask for an advanced tech from your DSL provider to come out and work with you? It seems, something's not right with your quality of DSL service.

aporia

Andy wrote:

This got us thinking...

Take a look here (found by GrannyRobin):
http://www.dslreports.com/forum/remark,15133153

These types of issue can be very hard to troubleshoot. Can you ask for an advanced tech from your DSL provider to come out and work with you? It seems, something's not right with your quality of DSL service.

Thanks for the link. I'll cancel the trial for now and return if I can sort out the DSL service issues.