Anyone else suffering this

Silverstreak · September 17, 2010

As a Power member I have for well over month now been experiencing problems when trying to open and view images when selecting "Original" in View size. I just get the "Loading" symbol whirring away for ages. After what seems an eternity I might if Im lucky see half an image appear. This does not effect all images on my site but strangly some might open without problem one day but not the next This only occurs when selecting "Original" image anything below "Large" opens without any problem at all. Another strange happening is I select an image for viewing and another pops up in its place.

Another fellow UK Smugmugger is experiencing the same issues and we have both contacted Smugmug direct but the problems remain. Broadband speed is not a issue and have no cap on usage

Anyone else out there experiencing the same
Regards
Bob

Smug Eric · September 17, 2010

Hey Bob,
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 causing your original sized files from displaying. Email us the link to the results at help@smugmug.com when you get them.

I ran a reverse trace from here to the IP on file for you from SmugMug and that seemed fine but I want to check your path to us and see if that could be giving the inconsistencies you are seeing.

Silverstreak · September 17, 2010

Hello Eric

Thank you for your speedy reply. After following your instructions alas it transpires that my Target IP does not respond to ICMP Ping, whatever that means (Im not a techie) the results link was as follows
http://www.dslreports.com/linequality/nil/267597

Cheers
Bob

Smug Eric · September 17, 2010

Let's try this instead then.

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.

Silverstreak · September 17, 2010

Hello Eric

Please see the following

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Bob>tracert upload.smugmug.com

Tracing route to upload.smugmug.com [208.79.45.24]
over a maximum of 30 hops:

1 88 ms 98 ms 98 ms O2WirelessBox.lan [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 32 ms 32 ms 32 ms 10.1.2.158
6 32 ms 31 ms 31 ms unknown.Level3.net [212.113.15.169]
7 32 ms 32 ms 32 ms ae-34-52.ebr2.London1.Level3.net [4.69.139.97]
8 100 ms 100 ms 100 ms ae-43-43.ebr1.NewYork1.Level3.net [4.69.137.74]

9 101 ms 109 ms * ae-91-91.csw4.NewYork1.Level3.net [4.69.134.78]

10 101 ms 102 ms 102 ms ae-92-92.ebr2.NewYork1.Level3.net [4.69.148.45]

11 178 ms 178 ms 179 ms ae-2-2.ebr4.SanJose1.Level3.net [4.69.135.185]
12 170 ms 176 ms 180 ms ae-74-74.csw2.SanJose1.Level3.net [4.69.134.246]

13 205 ms 181 ms 181 ms ae-23-79.car3.SanJose1.Level3.net [4.68.18.69]
14 177 ms 178 ms 178 ms SMUGMUG-INC.car3.SanJose1.Level3.net [4.71.112.1
0]
15 171 ms 170 ms 170 ms upload.smugmug.com [208.79.45.24]

Trace complete.

C:\Users\Bob>

FrankC · September 17, 2010

Silverstreak wrote: »

As a Power member I have for well over month now been experiencing problems when trying to open and view images when selecting "Original" in View size. I just get the "Loading" symbol whirring away for ages. After what seems an eternity I might if Im lucky see half an image appear. This does not effect all images on my site but strangly some might open without problem one day but not the next This only occurs when selecting "Original" image anything below "Large" opens without any problem at all. Another strange happening is I select an image for viewing and another pops up in its place.

Another fellow UK Smugmugger is experiencing the same issues and we have both contacted Smugmug direct but the problems remain. Broadband speed is not a issue and have no cap on usage

Anyone else out there experiencing the same
Regards
Bob

Yes, regularly happens for me also.
I find that sometimes if I first select a smaller size, then 'original' - that this speeds it up.

(Not in the UK - but on the same side of the Atlantic, and probably with a similar route to Smugmug)

Andy · September 17, 2010

FrankC wrote: »

Yes, regularly happens for me also.
I find that sometimes if I first select a smaller size, then 'original' - that this speeds it up.

(Not in the UK - but on the same side of the Atlantic, and probably with a similar route to Smugmug)

Hi, please write our Support Heroes and we'll help!

Smug Eric · September 17, 2010

Bob, could you go through your Recent gallery and see if all those images will load for you. I turned on External Linking for that gallery. I am thinking it is tied to hiding the tweet and like buttons as that is the most recent change we have made to the lightbox display. See if that gallery works properly for you and let me know.

Silverstreak · September 17, 2010

Eric

Interestingly about three minutes ago I was going through the contents of my "Recent" collection and for the first time in weeks all the images were opening in Original size. I also noted the appearance of the Tweet and Like links that weren't there before. So I had a notion that somethnig had happened, I then immediatley checked this site to find your reply. So what ever you have done it has worked. I take for it to continue I will need to retain the changes that you have made to that particular gallery and then likewise alter my other galleries to suit

barb

Regards
Bob

Smug Eric · September 17, 2010

Yeah, just go into your gallery settings and change the External Links option to Yes. You can set that for all your galleries using the Multiple Galleries option at the top of the page. So you don't have to wade through all your galleries setting it in each one. Glad we were able to get you working

Silverstreak · September 17, 2010

Many thanks Eric for solving what had become a very annoying problem

Regards
Bob

BigRed · September 19, 2010

Smug Eric wrote: »

Yeah, just go into your gallery settings and change the External Links option to Yes. You can set that for all your galleries using the Multiple Galleries option at the top of the page. So you don't have to wade through all your galleries setting it in each one. Glad we were able to get you working

My users and I have been experiencing the same problem. I'm in the Washington, DC area. Is there a solution other than turning External Links to YES? (I emailed my trace to the heroes.)

rainforest1155 · September 19, 2010

Jan,
We'll handle this via your ticket.

Sebastian

alacranera · September 19, 2010

I also am suffering this problem of some images not loading in the lightbox. Indeed, ticking External Linking to 'yes' solved the loading problem. But introducing another problem to solve an existing problem is not much of a solution. So, to repeat Jan's question, "is there a solution other than turning External Links to YES?"

It would benefit more people if that were answered here in the forum rather than on a per ticket basis.

Andy · September 20, 2010

We've been looking into the problem and hope to resolve it soon. Sorry for the silence!

BigRed · December 2, 2010

alacranera wrote: »

I also am suffering this problem of some images not loading in the lightbox. Indeed, ticking External Linking to 'yes' solved the loading problem. But introducing another problem to solve an existing problem is not much of a solution. So, to repeat Jan's question, "is there a solution other than turning External Links to YES?"

Andy wrote: »

We've been looking into the problem and hope to resolve it soon. Sorry for the silence!

Andy, is there an update on this? Not being able to turn OFF External Links is a real issue for some of us. Thanks!

Andy · December 2, 2010

BigRed wrote: »

Andy, is there an update on this? Not being able to turn OFF External Links is a real issue for some of us. Thanks!

Where is this happening for you? Link please?

BigRed · December 2, 2010

Andy wrote: »

Where is this happening for you? Link please?

Andy, thanks for the reply, but I'm not sure what additional info you need. I'm referring to the bug described in this thread (as well as my open ticket #122411) where the lightbox won't load some X2 and X3 images. The External Links setting was recommended as a temporary workaround, and that's how my galleries have been set ever since -- so I'm not seeing the hang right now. The last I heard (mid-September, see ticket and your comment above), a real fix was being worked on.

Andy · December 3, 2010

BigRed wrote: »

Andy, thanks for the reply, but I'm not sure what additional info you need. I'm referring to the bug described in this thread (as well as my open ticket #122411) where the lightbox won't load some X2 and X3 images. The External Links setting was recommended as a temporary workaround, and that's how my galleries have been set ever since -- so I'm not seeing the hang right now. The last I heard (mid-September, see ticket and your comment above), a real fix was being worked on.

Alright, thanks. I'm checking again on this.

BigRed · December 16, 2010

Andy wrote: »

Alright, thanks. I'm checking again on this.

Andy: Could you please share status on this bug fix?

docwalker · December 16, 2010

Jan, and anyone else seeing this. Please contact us on the help desk with details and a link to where you are seeing the problem. The reason why we do not discuss this further here is that it involves having you send links to galleries where you want external links blocked. It would kind of defeat the purpose to have you post a link here. Please also run this test and include the results in your email to the desk. http://www.smugmug.com/homepage/traceroute.mg

--Doc

BigRed · December 16, 2010

docwalker wrote: »

Jan, and anyone else seeing this. Please contact us on the help desk with details and a link to where you are seeing the problem. The reason why we do not discuss this further here is that it involves having you send links to galleries where you want external links blocked. It would kind of defeat the purpose to have you post a link here. Please also run this test and include the results in your email to the desk. http://www.smugmug.com/homepage/traceroute.mg

--Doc

I'm a bit puzzled; we seem to be going in circles on this bug fix. I'm not "seeing the problem" that silverstreak first reported because I'm using the recommended workaround.

I already experimented, furnished details and a traceroute to the helpdesk (ticket #122411) in September. It seemed as though images were suffering the issue sporadically and randomly, but I did furnish an example. The response was:

The problem with some images not opening in the X2 and x3 sizes in lightbox is a known issue and we are working on it... As you mentioned previously, setting external links to yes does seem to solve this problem. This is the only remedy we can offer you at this time. Please keep an eye on our release notes blog for the latest site and feature updates.

There was no explanation of the source or extent of the problem. But given that advice, I decided that having images open reliably in the lightbox was worth temporarily risking external links, so I went through all of my galleries and turned external links on.

At this point, I'm not inclined to risk frustrating my users by turning external links for all my galleries back off just to see what happens. (Although I definitely do want them off when this problem is solved.) However, if you have narrowed down the error conditions and/or you have a fix that needs testing, I'm happy to help by closing down a selected gallery temporarily.

Anyone else suffering this

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