Cannot load photos...been trying since yesterday.

SitterS · April 28, 2009

Trying to load 91 photos using the simple loader and each time getting an error message. Started yesterday and problem is still happening this morning. Reinstalled Java as i read somewhere in a forum that that may be an issue. Tried loading using 'add files' and 'add folder'. No go.

Using Firefox. Error message that Firefox has crashed.

Using Internet Explorer. Error message Connection failed...retrying.

Any idea what is going on. Also first time reporting this type of error so please let me know if you need additional information.

SitterS · April 28, 2009

Tried using the old faithful loader and it worked. Not convenient when you need to load several hundred photos and need to get them up on the site quickly.

SteveM · April 28, 2009

SitterS wrote:

Tried using the old faithful loader and it worked. Not convenient when you need to load several hundred photos and need to get them up on the site quickly.

Hi,

Sorry you're having problems with uploading! Through IE, the Simple Uploader should be using ActiveX. Through Firefox, it should be using Java. It's unlikely that something is wrong with both Java and ActiveX, so this seems to be pointing to a meddlesome program interferring.

Can you let us know what type of security software you have installed? McAfee, Norton, CA, AVG, any popup blockers, or browser toolbars installed anywhere?

We'll get you fixed up!

SitterS · April 28, 2009

Steve thanks a bunch. AVG anti-virus is what I am running on this system. Got to run photograph a school event for a few hours. Will check back with you when I return.

MTNester · April 28, 2009

Uploader issues AND can't see pics in Albums
I'm having major issues with the uploader and smug mug in general.

Sun afternoon I started uploading about 30 pics. The uploader never told me when they were done and in fact didn't even look like the uploader except for the boarders. (Graphics inside were from other programs...email, etc)

I shut down my machine and went to my smug mug account. I can see the thumbnails of the albums on my home page but when I click on the album to enter, there are NO pics there! (Tried several albums, new and old and I can't see anything.) I just did this today.

HELP!!!

I've recently "wiped" my computer and it's been very happy and cooperative 'til it met smug mug.

I've updated my Java prog. I'm using MS Inet explorer as a browser because the latest version of FF crashed repeatedly!

SteveM · April 28, 2009

MTNester wrote:

I'm having major issues with the uploader and smug mug in general.

Sun afternoon I started uploading about 30 pics. The uploader never told me when they were done and in fact didn't even look like the uploader except for the boarders. (Graphics inside were from other programs...email, etc)

I shut down my machine and went to my smug mug account. I can see the thumbnails of the albums on my home page but when I click on the album to enter, there are NO pics there! (Tried several albums, new and old and I can't see anything.) I just did this today.

HELP!!!

I've recently "wiped" my computer and it's been very happy and cooperative 'til it met smug mug.

I've updated my Java prog. I'm using MS Inet explorer as a browser because the latest version of FF crashed repeatedly!

Ouch! We're sorry you're having trouble all the way around. Browsing and uploading are different animals, and use different systems of your computer, so it's likely that the common link is another peice of software that's fighting with SmugMug.

Can you let us know what type of security programs you have installed? McAfee, Norton, Symantec, AVG, CA, and any popup blockers or browser toolbars you have installed (Google toolbar, Yahoo toolbar, etc.)

We'll do our best to get you fixed up!

fredjclaus · April 28, 2009

Do you have to use the uploader the way you are? I personally use Picasa to organize my photos and have just downloaded the SmugMug uploader icon. Will that work for you?

SitterS · April 28, 2009

Ok back from my event. Need to find out what is causing the upload error and rejection. Got to get these photos on my gallery.

Shane

Andy · April 28, 2009

Hero on the way, Shane!

richW · April 28, 2009

SitterS wrote:

Ok back from my event. Need to find out what is causing the upload error and rejection. Got to get these photos on my gallery.

Shane

Hi Shane,
Did you get the problem resolved? I'm seeing images are being uploaded as we speak. Let me know, either here or at the help desk: http://www.smugmug.com/help/emailreal

SitterS · April 28, 2009

Andy wrote:

Hero on the way, Shane!

Thanks Andy, you ROCK but you didn't need me to tell you that!

SitterS · April 28, 2009

richW wrote:

Hi Shane,
Did you get the problem resolved? I'm seeing images are being uploaded as we speak. Let me know, either here or at the help desk: http://www.smugmug.com/help/emailreal

Rich

I just tried to upload again using Firefox. Everything looked fine on the upload so I walked away to cook dinner. Came back and message that Firefox had crashed. Got the same thing earlier today. TRied IE earlier today as well and the message I got from the upload page was 'Failed connection' or something like that. Any thoughts? Never had any issues uploading the entire 4 years with Smugmug.

Oh and I run 64 bit Vista if that makes any difference at all.

Shane

richW · April 28, 2009

SitterS wrote:

Rich

I just tried to upload again using Firefox. Everything looked fine on the upload so I walked away to cook dinner. Came back and message that Firefox had crashed. Got the same thing earlier today. TRied IE earlier today as well and the message I got from the upload page was 'Failed connection' or something like that. Any thoughts? Never had any issues uploading the entire 4 years with Smugmug.

Oh and I run 64 bit Vista if that makes any difference at all.

Shane

If both IE and Firefox are timing out, could you try rebooting the modem / router and see if that helps?

I would like to see what your connection to us looks like too. Could you run the following tests and send us the results to the help desk?

Go here: http://smugmug.speedtest.net
We are the Yellow San Jose pyramid. Please let us know what the results are.

Try these instructions to run a traceroute on a PC: http://www.smugmug.com/gallery/2959046
That will help us see if and where any problems may be.

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

SitterS · April 28, 2009

Rich, here is the results from the speedtest

SitterS · April 28, 2009

Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Shane>tracert www.smugmug.com

Tracing route to www.smugmug.com [208.79.45.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms WL.domain.com [192.168.2.1]
2 33 ms 35 ms 35 ms hlrn-dsl-gw46-238.hlrn.qwest.net [207.225.112.23
8]
3 33 ms 33 ms 33 ms hlrn-agw1.inet.qwest.net [71.217.189.105]
4 57 ms 56 ms 56 ms dal-core-01.inet.qwest.net [67.14.2.49]
5 57 ms 56 ms 56 ms dap-brdr-02.inet.qwest.net [205.171.25.14]
6 57 ms 56 ms 56 ms 64.208.110.201
7 90 ms 89 ms 90 ms SMUGMUG.gigabitethernet3-35.ar2.SJC2.gblx.net [6
4.214.196.246]
8 81 ms 80 ms 82 ms www.smugmug.com [208.79.45.23]

Trace complete.

C:\Users\Shane>

Andy · April 28, 2009

SitterS wrote:

Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Shane>tracert www.smugmug.com

Tracing route to www.smugmug.com [208.79.45.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms WL.domain.com [192.168.2.1]
2 33 ms 35 ms 35 ms hlrn-dsl-gw46-238.hlrn.qwest.net [207.225.112.23
8]
3 33 ms 33 ms 33 ms hlrn-agw1.inet.qwest.net [71.217.189.105]
4 57 ms 56 ms 56 ms dal-core-01.inet.qwest.net [67.14.2.49]
5 57 ms 56 ms 56 ms dap-brdr-02.inet.qwest.net [205.171.25.14]
6 57 ms 56 ms 56 ms 64.208.110.201
7 90 ms 89 ms 90 ms SMUGMUG.gigabitethernet3-35.ar2.SJC2.gblx.net [6
4.214.196.246]
8 81 ms 80 ms 82 ms www.smugmug.com [208.79.45.23]

Trace complete.

C:\Users\Shane>

Can you try rebooting your router and cable modem, Shane? Unplug both. Wait a few seconds. Plug in, retry etc etc.

SitterS · April 28, 2009

Andy wrote:

Can you try rebooting your router and cable modem, Shane? Unplug both. Wait a few seconds. Plug in, retry etc etc.

Sorry guys. My husband did that earlier. I forgot to mention that it was done.

Shane

SitterS · April 28, 2009

Going downstairs to see if by chance I can upload from my husbands computer. Will let you know how it goes. Worth a try?

Andy · April 28, 2009

SitterS wrote:

Sorry guys. My husband did that earlier. I forgot to mention that it was done.

Shane

Your traceroute looks okay -but your results uploading aren't. I suspect packet loss.

Would you mind running a line quality test for us? You go here:
http://www.dslreports.com/linequality
Sign up and run the test. Registration there is free. After you run the test, copy the link to the results for us. That will let us know if there is an issue with the line preventing photos from arriving to our servers. Post the link to the results when you get them.

SitterS · April 29, 2009

Andy wrote:

Your traceroute looks okay -but your results uploading aren't. I suspect packet loss.

Would you mind running a line quality test for us? You go here:
http://www.dslreports.com/linequality
Sign up and run the test. Registration there is free. After you run the test, copy the link to the results for us. That will let us know if there is an issue with the line preventing photos from arriving to our servers. Post the link to the results when you get them.

Getting ready to do it now.

SitterS · April 29, 2009

Still processing.

Does it usually take this long?

Ann McRae · April 29, 2009

Hmmm, Shane, I don't know.......

I will find out though!

ann

SitterS · April 29, 2009

Ann McRae wrote:

Hmmm, Shane, I don't know.......

I will find out though!

ann

Thanks Ann! and while we are waiting do you possibly know if a gallery has a maximum on the amount of uploads?

Shane

Ann McRae · April 29, 2009

SitterS wrote:

Thanks Ann! and while we are waiting do you possibly know if a gallery has a maximum on the amount of uploads?

Shane

Hi Shane

Consensus is that the trace route should not take this long, rather only a couple of minutes. Did you get any data at all? If so, please share that.

So, are you asking if there is a limit to the number of times that you upload to a particular gallery? I don't think so. I don't think we would notice a difference between uploading a million photos at once, compared to one photo at a time a million times.

I'll have to check into this some more for you, but may not have an answer til morning.

ann

SitterS · April 29, 2009

http://www.dslreports.com/linequality/75cbc3954562/2515523

Here are the results

SitterS · April 29, 2009

Ann McRae wrote:

Hi Shane

Consensus is that the trace route should not take this long, rather only a couple of minutes. Did you get any data at all? If so, please share that.

So, are you asking if there is a limit to the number of times that you upload to a particular gallery? I don't think so. I don't think we would notice a difference between uploading a million photos at once, compared to one photo at a time a million times.

I'll have to check into this some more for you, but may not have an answer til morning.

ann

Thanks Ann. I have a very large event coming up and I may host the photos from several photographers from the event. Just wanted to know if there was a limit in any given gallery.

Andy · April 29, 2009

SitterS wrote:

http://www.dslreports.com/linequality/75cbc3954562/2515523

Here are the results

This is not good

Look at the massive packet loss. Ugh. Now typically, these issues go away on their own, but you should show this to your ISP and see if they have any suggestions.

I'm really sorry

SitterS · April 29, 2009

Andy I wish I understood all of this. Why would I be able to load small amounts of photos and not large. What is packet loss?

SitterS · April 29, 2009

Yippee! rebooted the modem again this morning and we are uploading without any failures so far. You guys are awesome with all your help. So far I think we are good to go

:ivar

Andy · April 29, 2009

SitterS wrote:

Andy I wish I understood all of this. Why would I be able to load small amounts of photos and not large. What is packet loss?

Uploaders send "chunks" of data from you to us. Chunk received by Smuggy, we tell your computer (the uploader), 'hey Shane's Uploader, we got that chunk, send another!' --- packet loss interrupts this communication and causes uploading issues.

Like I said, usually these things are internet backbone related and fix themselves. Like yours did.

SitterS · April 29, 2009

Thanks guys. So if this happens again I will refer back to this thread, run the test, reboot and reboot again if needed. Hopefully will be able to solve my own issue without having to bother you guys. Glad it worked itself ot.u

Cannot load photos...been trying since yesterday.

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