At least now I know it's not just me. I've been struggling for a couple hours (off and on) to order a complete set of 350 prints from my nephews wedding with no luck. Firefox times out while trying to connect to the shopping cart
Uh Big Web Guy, really, some of us didn't have patience, we had patience 2 weeks ago when the same exact thing happened. It's like well if you can FIX it, why can't you FIX it so it doesn't happen? Is there a routine reboot that needs to be done to fix these issues, is there a server that needs improved access, is there a server that is overloaded that will require alternate engineering up to and including moving clients. We really want answers and confirmation that we have a PERMENANT fix, and not just a band aid put on an ugly cut that isn't going to heal.
Please give us some assurance other than "we're working on it". Yes, site use got better an hour or two after I first reported the problem. But some of us ask of you, should we have had to have posted a rant to get a usable site? I think you know the answer that many of us feel appropriate here. We can understand occasional blips on the radar screen, however, when the SAME thing happens again and again, this is not an occasional blip, this is a torpedo bound to sink several people's business models, some of which even before they get off the ground.
Now I have said my piece, if this happens again in 2 weeks, I will downgrade my usage and request a refund on excess funds, and at the end of one year, I would be gone. I cannot speak for others.
Uh Big Web Guy, really, some of us didn't have patience, we had patience 2 weeks ago when the same exact thing happened. It's like well if you can FIX it, why can't you FIX it so it doesn't happen? Is there a routine reboot that needs to be done to fix these issues, is there a server that needs improved access, is there a server that is overloaded that will require alternate engineering up to and including moving clients. We really want answers and confirmation that we have a PERMENANT fix, and not just a band aid put on an ugly cut that isn't going to heal.
Please give us some assurance other than "we're working on it". Yes, site use got better an hour or two after I first reported the problem. But some of us ask of you, should we have had to have posted a rant to get a usable site? I think you know the answer that many of us feel appropriate here. We can understand occasional blips on the radar screen, however, when the SAME thing happens again and again, this is not an occasional blip, this is a torpedo bound to sink several people's business models, some of which even before they get off the ground.
Now I have said my piece, if this happens again in 2 weeks, I will downgrade my usage and request a refund on excess funds, and at the end of one year, I would be gone. I cannot speak for others.
thank you.
We don't like it anymore than you guys, I can promise you that.
I'm sorry that the site was slow for a bit last night. Our engineers (led by our CEO and Chief Geek Onethumb) first addressed the problem. Then, they work to make it so that these things won't repeat - or minimize the chance of repeating. When it happens again, they then re-tool, re-configure, re-work it. The site is constantly improving in this regard. I know it sucks when it happens though, and for last night's slowness, I again apologize.
We don't like it anymore than you guys, I can promise you that.
I'm sorry that the site was slow for a bit last night. Our engineers (led by our CEO and Chief Geek Onethumb) first addressed the problem.
Thanks a bunch for fixing the issues. As a fellow networking geek, I'd be curious to know what the problems were in the first place. Is there someplace else that I can get technical updates or resolution notices?
A service provider has to carefully choose whatever information to disclose, so I'm not picky. It's just nice to know where to look.
These wait times are painful.
Only post to complain, huh? Well, I try not to do that, but 10+ second load times for galleries, control panel, etc. is not satisfactory for a paid photo hosting site. When I first joined, the waits were somewhat tolerable, but lately they've become almost unbearable. When will you beef up your server capacities?
Only post to complain, huh? Well, I try not to do that, but 10+ second load times for galleries, control panel, etc. is not satisfactory for a paid photo hosting site. When I first joined, the waits were somewhat tolerable, but lately they've become almost unbearable. When will you beef up your server capacities?
Hi -- I'm terribly sorry you are experiencing slowness issues. We had a problem last night, but not today as far as I know...
If you email our Support Heroes, http://www.smugmug.com/help/emailreal
we'll walk you through some speed diagnostics, to help determine where the problem might be?
I haven't been able to upload all day. I'm going to call my "first" wedding client and apologize to them for your server issues, and ask them to wait another day. They've waited three weeks. I'm sure they can wait another day or two, but they are expectant and excited to see the finished work.
By then, your problems will hopefully have cleared up. I'm due to renew my pro smugmug subscription come August, and will likely be forced to do so because of the timing of this wedding. But if not for this particular problem with timing, I would not do so. Smugmug has a lot of superb, helpful and caring people that work for them. But point blank, this photo service sucks right now. It's just not reliable, and has never been since I signed up a year ago.
SM Page: cdhames.smugmug.com
Referral: ( wXtCbmTTvmJSE )
Hi -- I'm terribly sorry you are experiencing slowness issues. We had a problem last night, but not today as far as I know...
I posted times yesterday of between 50ish and 80ish seconds to BEGIN rendering, and then about 2 seconds to finish rendering. They were awful times.
Now, it's back to usual for me, but this is still TWELVE (12) seconds to begin rendering, then 2 seconds to complete rendering.
I'm in New Zealand, but I work at the largest Telco in this country and I'm pretty sure I have a reasonable Internet connection here at work.
Should I be waiting 12 seconds after hitting return in the address bar before I begin to see any page elements being drawn? (WinXP SP2, FF 2.0.0.4, Dual Core IBM Laptop with a gig of RAM)
Again, curious to know how quick my site loads for people in the US and other parts of the world... I've tested from 3 different ISPs myself in NZ, and had 4-5 other people test locally, and they all get similar delays before the page begins to render.
If it's something I've done, then I'd love to know what I have screwed up... Accessing my page through http://talkiet.smugmug.com gives pretty similar results though.
I'm in Ireland, on a laptop using wireless, your site is fully loaded in 4 seconds.
for me, it loaded in 1.9 even. That's the difficult thing, not everyone is experiencing this problem. If everyone was, it would most likely be a lot easier to find a permanent solution.
I posted times yesterday of between 50ish and 80ish seconds to BEGIN rendering, and then about 2 seconds to finish rendering. They were awful times.
Now, it's back to usual for me, but this is still TWELVE (12) seconds to begin rendering, then 2 seconds to complete rendering.
I'm in New Zealand, but I work at the largest Telco in this country and I'm pretty sure I have a reasonable Internet connection here at work.
Should I be waiting 12 seconds after hitting return in the address bar before I begin to see any page elements being drawn? (WinXP SP2, FF 2.0.0.4, Dual Core IBM Laptop with a gig of RAM)
Again, curious to know how quick my site loads for people in the US and other parts of the world... I've tested from 3 different ISPs myself in NZ, and had 4-5 other people test locally, and they all get similar delays before the page begins to render.
If it's something I've done, then I'd love to know what I have screwed up... Accessing my page through http://talkiet.smugmug.com gives pretty similar results though.
Regards
Neil Gardner
Your site loaded for me me almost immediately. (Less than 3 sec.) No problems at all.
Your site loaded for me me almost immediately. (Less than 3 sec.) No problems at all.
Thanks RKW (and others) for confirming that in some places the site loading speed is fine... I am going to try and find a proxy server in the US so I can experience this myself.
Obviously there is something strange going on - there's no way that being the other side of the world should introduce a ten second plus delay to a page starting to render.
It's really frustrating, since most of my target customers are local and they'll ALL be getting this ten second delay... Some people will even give up before that and assume the site is dead...
I really don't know what to do about this... If the problem can't be fixed, can Smugmug add an instant static page saying "Loading..." or something... It would at least let people know that something is happening
And it took 32 seconds to start rendering and then only a second or so to complete... So it's nothing to do with customisation...
(Yes, I made sure I was logged out, and I even used IE which I don't normally use for anything but our intranet. 30 second plus times replicated in FF 2.0.0.4 as well)
I'm happy to perform troubleshooting on my end, and I'm comfortable with packet sniffers etc, is there anything I could do which would give a reasonable chance of helping?
Tonight I am experiencing many of the same issues as mentioned above...again. Slow site loading, processing photos for a number of hours. Yes I can go in and rotate the photos and rotate them back, but frankly don't have the time to do something that should work.
I renew my pro account in September and have been a smugmug user since 2005. At this point I will be exploring other options. I believe johng mentioned in an earlier post about getting one shot at customers. I run a sports photography business as he does and I too need to get it right, site fast, pictures accessible, easy checkout without cart issues or I may not see them again. During the past year I have had way to many of these issues.
For me its about business, the folks here are helpful and friendly, but my customers frankly don't care. Nor do I if customers can't access my site or have a pain free browsing and ordering experience.
"We are working on resolving this issue" seems to be a standard pat answer these days. Well...I hope you are resolving the problems, but what about preventing these same issues in the future because I see the same problems showing up once again. I will continue to use Smugmug for personal storage but for business reasons I'm beginning to wonder if this is the best option for my photo company.
Good performance at the moment...
And since about 0600 UTC Tuesday, (about 4 hours)... My site has been down to 3 odd seconds before rendering, and then a couple of seconds to render.
I don't know if it's a change made on the Smugend, or a random change, but I made no changes at my end and all of a sudden it's quick as hell :-)
Smuggies, can you chip in and let us know if this is a result of something you did, or just a random improvement for no known reason?
And since about 0600 UTC Tuesday, (about 4 hours)... My site has been down to 3 odd seconds before rendering, and then a couple of seconds to render.
I don't know if it's a change made on the Smugend, or a random change, but I made no changes at my end and all of a sudden it's quick as hell :-)
Smuggies, can you chip in and let us know if this is a result of something you did, or just a random improvement for no known reason?
Cheers - Neil Gardner
Whizzy here in the UK right now, has been excruciatingly (check spelling please Allen:D) slow of late but I have no special need for speed, other than getting fed up waiting, like some people so theres no point in adding to SMugs woes.
When its good I like to say soclap
"We are working on resolving this issue" seems to be a standard pat answer these days.
Would you rather we talk about the weather? I wish it were different, but we don't have more to tell you - when we do, we'll surely tell you - we'd have no reason to hold it back
a half hour to upload 5 pictures........... I'm paying for what exactly here?
I'm frustrated....this is beyond ridiculas...It just seems that a lot of focus lately has been placed on making the site pretty and fun and not at all user friendly??
I'm a big smugmug fan believe me...but I am starting to forget wh:cry
a half hour to upload 5 pictures........... I'm paying for what exactly here?
I'm frustrated....this is beyond ridiculas...It just seems that a lot of focus lately has been placed on making the site pretty and fun and not at all user friendly??
I'm a big smugmug fan believe me...but I am starting to forget wh:cry
Need details on your connection - so much of this depends on local factors.
I just uploaded 1/2gig in about 40minutes, I'm in NY.
Would you rather we talk about the weather? I wish it were different, but we don't have more to tell you - when we do, we'll surely tell you - we'd have no reason to hold it back
Can you tell us what happened between Sunday and Monday?
Based on the improvement in site performance that I experienced during that time period, something must have changed. (And more importantly, will it remain status quo?)
Kent "Not everybody trusts paintings, but people believe photographs."- Ansel Adams Web site
please resend to our help desk, thank you.
or just post it here.
.
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\HP_Administrator>tracert www.smugmug.com
Tracing route to hera.smugmug.com [63.81.134.23]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.2.1
2 43 ms 95 ms 63 ms mctnnbsa24w-loop0.aliant.net [142.166.182.12]
3 82 ms 95 ms 90 ms stjhnbsu23w-ge-15-3.aliant.net [142.166.211.34]
4 35 ms 90 ms 67 ms rtp629047rts [64.230.203.29]
5 22 ms 8 ms 8 ms core2-saintjohnnb_POS5-0.net.bell.ca [64.230.167
.73]
6 43 ms 66 ms 93 ms core2-saintjohnnb_POS0-0.net.bell.ca [64.230.167
.89]
7 76 ms 90 ms 67 ms core3-montrealak_POS15-0.net.bell.ca [64.230.240
.21]
8 28 ms 67 ms 111 ms core3-toronto12_pos5-0-0.net.bell.ca [64.230.147
.33]
9 99 ms 90 ms 67 ms core2-toronto12_POS0-2.net.bell.ca [64.230.242.2
02]
10 59 ms 90 ms 90 ms dis1-toronto12_POS3-0.net.bell.ca [64.230.242.6]
11 86 ms 95 ms 90 ms 64.230.230.122
12 68 ms 105 ms 105 ms rc2sh-pos15-0.mt.shawcable.net [66.163.66.14]
13 114 ms 67 ms 95 ms rc1ch-pos6-0-0.il.shawcable.net [66.163.77.98]
14 106 ms 180 ms 156 ms rc2sj-pos3-0-0.cl.shawcable.net [66.163.76.69]
15 182 ms 190 ms 197 ms pri.r1-ge0-2-eq-sj.smugmug.com [206.223.117.70]
16 186 ms 179 ms 170 ms hera.smugmug.com [63.81.134.23]
Trace complete.
C:\Documents and Settings\HP_Administrator>
Need details on your connection - so much of this depends on local factors.
I just uploaded 1/2gig in about 40minutes, I'm in NY.
Can you give us a traceroute?
Hi Andy - My site was fast last night (for me - my timezone - NZ) but is back to a good 10 seconds plus delay before rendering starts now. (9:30am NZ time).
This feels a lot like a load issue on your end. I know that in NZ, peak Internet usage times certainly aren't 9:30am.
Please can you comment if any changes were made last night that would have improved my speed, or if it's just a transient improvement?
a half hour to upload 5 pictures........... I'm paying for what exactly here?
I'm frustrated....this is beyond ridiculas...It just seems that a lot of focus lately has been placed on making the site pretty and fun and not at all user friendly??
I'm a big smugmug fan believe me...but I am starting to forget wh:cry
Hello,
It is odd that no one replied to you email to the Help Desk. We just saw another message from you a few minutes ago. You should receive an email reply shortly. One of our experts looked at your traceroute and saw nothing abnormal. He did have a couple of questions. Are you on dial-up? Also, what sizes were the 5 files you were uploading?
If they were 5mb each and you are on dial-up, 30 minutes to upload is not that abnormal or worrisome.
If you are not on dial-up, the speeds we see are not very fast. So please let us know the answers to the above questions. You can send them to the Help Desk if you prefer.
Hello,
It is odd that no one replied to you email to the Help Desk. We just saw another message from you a few minutes ago. You should receive an email reply shortly. One of our experts looked at your traceroute and saw nothing abnormal. He did have a couple of questions. Are you on dial-up? Also, what sizes were the 5 files you were uploading?
If they were 5mb each and you are on dial-up, 30 minutes to upload is not that abnormal or worrisome.
If you are not on dial-up, the speeds we see are not very fast. So please let us know the answers to the above questions. You can send them to the Help Desk if you prefer.
Steve
Scary...I am on highspeed...just tried uploading 2 photos for shits nad giggles and it was predicting to take 21 minutes for a total of 20,000kb
The last time I had a problem I emailed and didn't have any replies. I did recieve an email this time telling me it was my isp provider...they told me there was nothing that they could do...actually the "service" person had no idea what a trace route was! so I spoke with her supervisor!
He told me there was no way to re-route the connection other than for me to disconnect and reconnect to a different ip address...which i did, and it seems to have helped!?!?
I'm going to try uploading again...and will let you know how it goes
Comments
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Please give us some assurance other than "we're working on it". Yes, site use got better an hour or two after I first reported the problem. But some of us ask of you, should we have had to have posted a rant to get a usable site? I think you know the answer that many of us feel appropriate here. We can understand occasional blips on the radar screen, however, when the SAME thing happens again and again, this is not an occasional blip, this is a torpedo bound to sink several people's business models, some of which even before they get off the ground.
Now I have said my piece, if this happens again in 2 weeks, I will downgrade my usage and request a refund on excess funds, and at the end of one year, I would be gone. I cannot speak for others.
thank you.
I'm sorry that the site was slow for a bit last night. Our engineers (led by our CEO and Chief Geek Onethumb) first addressed the problem. Then, they work to make it so that these things won't repeat - or minimize the chance of repeating. When it happens again, they then re-tool, re-configure, re-work it. The site is constantly improving in this regard. I know it sucks when it happens though, and for last night's slowness, I again apologize.
Portfolio • Workshops • Facebook • Twitter
Thanks a bunch for fixing the issues. As a fellow networking geek, I'd be curious to know what the problems were in the first place. Is there someplace else that I can get technical updates or resolution notices?
A service provider has to carefully choose whatever information to disclose, so I'm not picky. It's just nice to know where to look.
Best,
Rich
Only post to complain, huh? Well, I try not to do that, but 10+ second load times for galleries, control panel, etc. is not satisfactory for a paid photo hosting site. When I first joined, the waits were somewhat tolerable, but lately they've become almost unbearable. When will you beef up your server capacities?
If you email our Support Heroes, http://www.smugmug.com/help/emailreal
we'll walk you through some speed diagnostics, to help determine where the problem might be?
Thanks, and sorry for the hassle.
Portfolio • Workshops • Facebook • Twitter
By then, your problems will hopefully have cleared up. I'm due to renew my pro smugmug subscription come August, and will likely be forced to do so because of the timing of this wedding. But if not for this particular problem with timing, I would not do so. Smugmug has a lot of superb, helpful and caring people that work for them. But point blank, this photo service sucks right now. It's just not reliable, and has never been since I signed up a year ago.
Referral: ( wXtCbmTTvmJSE )
I posted times yesterday of between 50ish and 80ish seconds to BEGIN rendering, and then about 2 seconds to finish rendering. They were awful times.
Now, it's back to usual for me, but this is still TWELVE (12) seconds to begin rendering, then 2 seconds to complete rendering.
I'm in New Zealand, but I work at the largest Telco in this country and I'm pretty sure I have a reasonable Internet connection here at work.
Should I be waiting 12 seconds after hitting return in the address bar before I begin to see any page elements being drawn? (WinXP SP2, FF 2.0.0.4, Dual Core IBM Laptop with a gig of RAM)
http://www.nzsnaps.com
Again, curious to know how quick my site loads for people in the US and other parts of the world... I've tested from 3 different ISPs myself in NZ, and had 4-5 other people test locally, and they all get similar delays before the page begins to render.
If it's something I've done, then I'd love to know what I have screwed up... Accessing my page through http://talkiet.smugmug.com gives pretty similar results though.
Regards
Neil Gardner
http://www.nzsnaps.com (talkiet.smugmug.com)
www.ivarborst.nl & smugmug
That because no one in there right mind messes with the Irish...I know...I married one!
For me SM is all over the place fast sometimes...mostly not.
Your site loaded for me me almost immediately. (Less than 3 sec.) No problems at all.
Thanks RKW (and others) for confirming that in some places the site loading speed is fine... I am going to try and find a proxy server in the US so I can experience this myself.
Obviously there is something strange going on - there's no way that being the other side of the world should introduce a ten second plus delay to a page starting to render.
It's really frustrating, since most of my target customers are local and they'll ALL be getting this ten second delay... Some people will even give up before that and assume the site is dead...
I really don't know what to do about this... If the problem can't be fixed, can Smugmug add an instant static page saying "Loading..." or something... It would at least let people know that something is happening
Cheers - N
http://www.nzsnaps.com (talkiet.smugmug.com)
I created a 14 day trial account (Pro user) at:
http://talkiet2.smugmug.com
And it took 32 seconds to start rendering and then only a second or so to complete... So it's nothing to do with customisation...
(Yes, I made sure I was logged out, and I even used IE which I don't normally use for anything but our intranet. 30 second plus times replicated in FF 2.0.0.4 as well)
I'm happy to perform troubleshooting on my end, and I'm comfortable with packet sniffers etc, is there anything I could do which would give a reasonable chance of helping?
Regards
Neil Gardner
http://www.nzsnaps.com (talkiet.smugmug.com)
I renew my pro account in September and have been a smugmug user since 2005. At this point I will be exploring other options. I believe johng mentioned in an earlier post about getting one shot at customers. I run a sports photography business as he does and I too need to get it right, site fast, pictures accessible, easy checkout without cart issues or I may not see them again. During the past year I have had way to many of these issues.
For me its about business, the folks here are helpful and friendly, but my customers frankly don't care. Nor do I if customers can't access my site or have a pain free browsing and ordering experience.
"We are working on resolving this issue" seems to be a standard pat answer these days. Well...I hope you are resolving the problems, but what about preventing these same issues in the future because I see the same problems showing up once again. I will continue to use Smugmug for personal storage but for business reasons I'm beginning to wonder if this is the best option for my photo company.
Canon Gear
And since about 0600 UTC Tuesday, (about 4 hours)... My site has been down to 3 odd seconds before rendering, and then a couple of seconds to render.
I don't know if it's a change made on the Smugend, or a random change, but I made no changes at my end and all of a sudden it's quick as hell :-)
Smuggies, can you chip in and let us know if this is a result of something you did, or just a random improvement for no known reason?
Cheers - Neil Gardner
http://www.nzsnaps.com (talkiet.smugmug.com)
When its good I like to say so
Caroline
www.carolineshipsey.co.uk - Follow me on G+
[/URL]
Would you rather we talk about the weather? I wish it were different, but we don't have more to tell you - when we do, we'll surely tell you - we'd have no reason to hold it back
Portfolio • Workshops • Facebook • Twitter
I'm frustrated....this is beyond ridiculas...It just seems that a lot of focus lately has been placed on making the site pretty and fun and not at all user friendly??
I'm a big smugmug fan believe me...but I am starting to forget wh:cry
I just uploaded 1/2gig in about 40minutes, I'm in NY.
Can you give us a traceroute?
Portfolio • Workshops • Facebook • Twitter
aching, afflictive, agonizing, arduous, awful, biting, burning,
caustic, difficult, dire, disagreeable, distasteful, distressing,
dreadful, enough already*, excruciating, extreme, extremely bad,
grievous, hard, harrowing, hurtful, hurting, inflamed, irritated,
insufferable, insupportable, last straw*, laborious, piercing, raw,
saddening, sensitive, severe, sharp, smarting, sore, stinging,
tedious, tender, terrible, throbbing, tormenting, troublesome,
trying, that's it, too much, unbearable, undesirable, unendurable,
uncomfortable, unpleasant, vexatious
:hide
My Website index | My Blog
Or we could talk about the weather
Caroline (on the Mendips in pouring rain again)
www.carolineshipsey.co.uk - Follow me on G+
[/URL]
Can you tell us what happened between Sunday and Monday?
Based on the improvement in site performance that I experienced during that time period, something must have changed. (And more importantly, will it remain status quo?)
Kent
"Not everybody trusts paintings, but people believe photographs."- Ansel Adams
Web site
I sent traceroutes and no one replied....
please resend to our help desk, thank you.
or just post it here.
Portfolio • Workshops • Facebook • Twitter
Hi Andy - My site was fast last night (for me - my timezone - NZ) but is back to a good 10 seconds plus delay before rendering starts now. (9:30am NZ time).
This feels a lot like a load issue on your end. I know that in NZ, peak Internet usage times certainly aren't 9:30am.
Please can you comment if any changes were made last night that would have improved my speed, or if it's just a transient improvement?
Cheers - N
http://www.nzsnaps.com (talkiet.smugmug.com)
Hello,
It is odd that no one replied to you email to the Help Desk.
If they were 5mb each and you are on dial-up, 30 minutes to upload is not that abnormal or worrisome.
If you are not on dial-up, the speeds we see are not very fast. So please let us know the answers to the above questions. You can send them to the Help Desk if you prefer.
Steve
Scary...I am on highspeed...just tried uploading 2 photos for shits nad giggles and it was predicting to take 21 minutes for a total of 20,000kb
The last time I had a problem I emailed and didn't have any replies. I did recieve an email this time telling me it was my isp provider...they told me there was nothing that they could do...actually the "service" person had no idea what a trace route was!
He told me there was no way to re-route the connection other than for me to disconnect and reconnect to a different ip address...which i did, and it seems to have helped!?!?
I'm going to try uploading again...and will let you know how it goes