Browser reporting error

aerialphotoaerialphoto Registered Users Posts: 299 Major grins
edited February 4, 2008 in SmugMug Support
I'm sure this is a problem with a browser, or java, or something... someone let me know they couldn't see a gallery on my site today. The browser is reporting

"Line: 604
Char: 25
Error:'document.getElementByld[...]' is null or not an object
Code: 0
URL http://aerialphoto.smugmug.com/sspopup.mg?"

... I'm still trying to find out what browser/OS he's running. Has anyone encountered this before or know of an obvious fix to suggest to this guy?

The gallery he was trying to view is: http://aerialphoto.smugmug.com/gallery/4257110

It's a private gallery, but I tried making it public and it made no difference.

Comments

  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited February 3, 2008
    I can't reproduce, in IE, or FF or Safari. Best is to have your visitor email us at our help desk, we can troubleshoot directly with him.

    Your site's working fine for us....

    http://www.smugmug.com/help/emailreal
    Andy

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  • aerialphotoaerialphoto Registered Users Posts: 299 Major grins
    edited February 4, 2008
    Andy wrote:
    I can't reproduce, in IE, or FF or Safari. Best is to have your visitor email us at our help desk, we can troubleshoot directly with him.

    Your site's working fine for us....

    http://www.smugmug.com/help/emailreal

    Thanks Andy I passed the help desk info to him... I couldn't replicate it with any of those either. I suspect he needs to clear out his cache, or maybe there's some kind of nannyware blocking the script. That line looks pretty benign to me though.
  • aerialphotoaerialphoto Registered Users Posts: 299 Major grins
    edited February 4, 2008
    FYI - it was a firewall issue. He's using CA personal firewall and it pretty much stopped smugmug. He turned it off and everything worked great.
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited February 4, 2008
    aerialphoto wrote:
    FYI - it was a firewall issue. He's using CA personal firewall and it pretty much stopped smugmug. He turned it off and everything worked great.
    Yup and here's how to re-enable it and have SmugMug work:

    CA Internet Security Center from Computer Associates. SmugMug style galleries won't show any photos. Firewall blocks some of our code. Here's the 10 step action plan that adds SmugMug to the trusted sites:

    * 1. right-click on the CA icon, point to CA Personal Firewall and select 'open CA Personal Firewall'
    * 2. click on the big 'Privacy' icon in the left column
    * 3. make sure the 'Internet Browser Protection' tab on top of the settings screen is selected
    * 4. click on 'manage sites'
    * 5. click on the 'add' symbol
    * 6. enter smugmug.com in the url field
    * 7. click ok
    * 8. make sure you see 6 green checkmarks for smugmug.com
    * 9. click on close
    * 10. close the CA Personal Firewall window and enjoy using your SmugMug galleries
    * If you encounter any custom domain name that uses SmugMug as well without smugmug.com in the url, repeat the steps I gave you for this address as well to add the site to your trusted sites. That should fix the issues you had with the software.blocking feature was causing the the images not to load.
    * http://www.dgrin.com/showthread.php?p=554141#post554141
    Andy

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