SmugMug Pages Not Loading...

latoga

Help! I have been having recuring problems loading my smugmug account for the past month or so. Typically when this happens, I am so busy that I can't send in a report about it.

It's doing it again right now...and I have the time to report it.

I just uploaded some photos. That went as fast as usual. When I went to the page to view the photos, it won't load. The browser just sits there and spins it's wheels.

I'm not having any problems access any other sites, so I doubt it's my internet connection.

I even did a ping and traceroute to my website (www.latoga.com):

PING latoga.smugmug.com (63.81.134.23): 56 data bytes
64 bytes from 63.81.134.23: icmp_seq=0 ttl=247 time=17.442 ms
64 bytes from 63.81.134.23: icmp_seq=1 ttl=247 time=17.219 ms
64 bytes from 63.81.134.23: icmp_seq=2 ttl=247 time=16.850 ms
64 bytes from 63.81.134.23: icmp_seq=3 ttl=247 time=17.000 ms
c64 bytes from 63.81.134.23: icmp_seq=4 ttl=247 time=16.666 ms
64 bytes from 63.81.134.23: icmp_seq=5 ttl=247 time=16.043 ms
64 bytes from 63.81.134.23: icmp_seq=6 ttl=247 time=16.175 ms
--- latoga.smugmug.com ping statistics ---
7 packets transmitted, 7 packets received, 0% packet loss
round-trip min/avg/max/stddev = 16.043/16.771/17.442/0.479 ms

traceroute to latoga.smugmug.com (63.81.134.23), 64 hops max, 40 byte packets
1 192.168.1.1 (192.168.1.1) 1.767 ms 1.257 ms 1.302 ms
2 73.67.224.1 (73.67.224.1) 8.024 ms 9.144 ms 17.058 ms
3 ge-2-41-ur01.pleasanton.ca.sfba.comcast.net (68.87.197.73) 8.171 ms 8.478 ms 7.764 ms
4 * * te0-7-0-4-ar01.sfsutro.ca.sfba.comcast.net (68.86.90.162) 14.332 ms
5 comcast-ip-services-llc.tengigabitethernet7-1.ar1.snv2.gblx.net (207.138.93.78) 16.248 ms 17.253 ms 15.362 ms
6 tengigabitethernet7-1.ar1.snv2.gblx.net (207.138.93.77) 19.431 ms 15.144 ms 16.338 ms
7 ge2-1-10g.ar2.sjc2.gblx.net (67.17.107.34) 17.182 ms 17.999 ms 19.206 ms
8 smugmug.gigabitethernet3-35.ar2.sjc2.gblx.net (64.214.196.246) 15.917 ms 29.449 ms 17.770 ms
9 lb1.sv1.smugmug.net (63.81.134.57) 15.809 ms 16.406 ms 16.549 ms
10 lb1.sv1.smugmug.net (63.81.134.57) 19.728 ms !H 17.093 ms !H 16.487 ms !H

Nothing looks out of the ordinary from either of these two. I have a comcast broadband connection that gets 15-25MB of download speed on average (just ran a test before posting this--while having the problems--and saw 15MB download).

I also found a recent thread (march 07) about prerformance issues where a URL is given for a traceroute from smugmug back to me. I tried that but couldn't load the page.

Is there some problem with the SM servers? I seem to get to you fast, but don't get responses back from you fast (or at all at times).

As I mentioned, I have been seeing this on and off for at least a month and it has me quite concerned. I have to assume that others are viewing my site as being slow at time as well...and that's not acceptable.

Help!

(PS: As I post finish writing this...the pages are loading again...very frustrating!)

Sheaf

Ack! Sorry you're having problems, I know it's extremely frustrating.

So are you viewing the pages while the images are still being processed or are freshly processed? Sometimes there are similar problems for a few minutes after images are uploaded.

I ran a reverse traceroute and it looked fairly clean, aside from a dropped packet or two. It seems to be dropping packets occasionally on this hop: te0-7-0-4-ar01.sfsutro.ca.sfba.comcast.net and I don't know why.

When you say the page won't load, is it drawing at least part of the page, like the header and footer, but just not loading the photos themselves? And if so, can you try changing your viewing style from 'smugmug' to something else like 'all thumbs' next time it happens?

latoga

Another Example...
There is another example of when SM acts slow. I have loaded my website and I'm looking at any gallery of images. I'll either click on "Next >>" to view the next set of thumbnails, or click on a specific thumbnail to view the bigger sized image and I get the "spinning circle" in the upper left hand corner, and then it just sits there. It seems to take up to a minute or more to perform the action I requested.

Anyone else seen this excessively long delay while using their SM account?

latoga

Sheaf,

Thanks for the quick reply!

When I wrote the first post, the page wasn't loading at all. I was trying to access www.latoga.com (from two different computers - one PC, on Mac) and it didn't load the page. I was also trying to access a specific image in another tab (www.latoga.com/photos/<photoid>-S-1.jpg).

There are other times (see my 2nd post) where the page is moslty constructed, but I'm waiting to view the photos.

Let me know if there is anything else I can do to help! (feel free to contact me direclty if that will help or speed up the troubleshooting)

-latoga

Sheaf wrote:

Ack! Sorry you're having problems, I know it's extremely frustrating.

So are you viewing the pages while the images are still being processed or are freshly processed? Sometimes there are similar problems for a few minutes after images are uploaded.

I ran a reverse traceroute and it looked fairly clean, aside from a dropped packet or two. It seems to be dropping packets occasionally on this hop: te0-7-0-4-ar01.sfsutro.ca.sfba.comcast.net and I don't know why.

When you say the page won't load, is it drawing at least part of the page, like the header and footer, but just not loading the photos themselves? And if so, can you try changing your viewing style from 'smugmug' to something else like 'all thumbs' next time it happens?

Sheaf

The next time it happens, can you try not using your custom domain? So try http://latoga.smugmug.com/ instead of http://www.latoga.com/ . And try running a traceroute right when you are having these problems.

It sounds a bit like there is an intermittent issue between your isp and our servers, but it would be difficult to figure out unless we can run traceroutes while the problem is occurring.
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