Processing Bubble

MrsGriever · December 26, 2014

have several photos in several of my albums that I've posted on my SmugMug account that have loaded just fine, and months or even years later, they are all of a sudden in processing mode and can not be recovered. I've tried reloading a thousand times and still nothing. I have since then deleted the original copies because I figured a site that I pay $8.00 a month to would keep my photos safe. I guess I was wrong because now I don't know which pictures aren't showing up, I just know that they aren't, and there is no way for me to replace them. I've noticed them in the Christmas albums most recently, not sure about any others at the moment. I'm so frustrated and disappointed. I just want my pictures to show up like they're suppose to. Please do something on your end to fix this problem. If this keeps happening, I will have no other choice but to back up my photos someplace else. I use Firefox browser.

Here is the link to my smugmug site: http://meettherobinsons.smugmug.com/

Several of my Christmas albums have this problem: http://meettherobinsons.smugmug.com/Holidays/Christmas/2010/24545560_wkjbRS#!i=2014836383&k=JHhHkqV

http://meettherobinsons.smugmug.com/Holidays/Christmas/Robinson-Christmas-2013/44133255_sSCJTP#!i=3513146420&k=Gt6R5kr

http://meettherobinsons.smugmug.com/Holidays/Christmas/Family-Christmas-2013/44132848_RQjKTp#!i=3513114998&k=b6gTM3S

http://meettherobinsons.smugmug.com/Family/Maddox/Madison-1-3/24532988_45JnGC#!i=3513546310&k=Hn2dTjM

http://meettherobinsons.smugmug.com/Vacation/Double-JJ-Resort/2011/24649961_bdjqbx#!i=3606882046&k=8pbsd2G

http://meettherobinsons.smugmug.com/OpenWater/East-Lansing-Aquatic-Center/East-Lansing-Aquatic-Center-2013/44131701_9Njv7X#!i=3500360934&k=26Ncwfj

http://meettherobinsons.smugmug.com/Births/Baby-Madison/24420823_4ZdTNW#!i=3513468114&k=LS9JTpJ

Thanks.

Jennifer Robinson

leftquark · December 26, 2014

Hi Jennifer,
One of the support heroes should be in touch with you shortly to help tackle the issue.

tomnovy · December 26, 2014

Hi Jennifer,

As I have mentioned it in my email to you. There are few images in your galleries that have not been uploaded correctly - this is why our system could not process them - please see my screenshot:

http://take.ms/dHVBb

This usually happens if the internet connection gets interrupted during upload process or if the image file is corrupted.

Unfortunately in this situation the only way to solve this problem is by re-uploading those images again.

MrsGriever · December 26, 2014

tomnovy wrote: »

Hi Jennifer,

As I have mentioned it in my email to you. There are few images in your galleries that have not been uploaded correctly - this is why our system could not process them - please see my screenshot:

http://take.ms/dHVBb

This usually happens if the internet connection gets interrupted during upload process or if the image file is corrupted.

Unfortunately in this situation the only way to solve this problem is by re-uploading those images again.

Like I said in my email, every picture I upload to that site, i load correctly and you can see them. I make sure that they all show up before I move on to the next album and delete the pictures. So, it's not from my end when they suddenly start disappearing and going into the processing state again. How do you explain the pictures showing up clear as day, and then months later going into the processing state and not showing up at all? How can they not upload correctly if they show up the first time I upload them. It must be some kind of glitch on your end because several pictures from several albums show up fine after I go through them and now, when I go back to them there is suddenly no image. I know that it's not on my end. If that's all the advice you have for me on how to fix the matter, then I will be finding another site to do my business on.

Thank You.

leftquark · December 26, 2014

Hmm... I see that there's a number of images now stuck in 'processing.' That shouldn't be happening. I too, want to be confident that my photos on SmugMug are safe and secure and I can understand your frustration! My photos better not start disappearing either! If they worked at one point we should have clean originals. I took a look at a few of the originals, like Tom did, and they seem to be partially uploaded. Keeping your photos is extremely important to us but if the file was never completely received on our end we won't be able to recover the image. Some of the Christmas 2010 photos, for example, that you uploaded a few months ago, show that they were never processed due to upload issues. I'm going to see if I can get one of our engineers to look deeper and see if we have any backups. Someone from the help desk will get back to you shortly.

I see that you're still using our legacy SmugMug; although both Legacy and New SmugMug have excellent and safe uploading tools, the New SmugMug has an improved uploader. Have you tried the New SmugMug yet? Let me know if you would like any help migrating!
http://help.smugmug.com/customer/portal/articles/1212681-making-the-move-from-old-to-new-smugmug?b_id=1644

MrsGriever · December 26, 2014

[QUOTE=leftquark; I see that you're still using our legacy SmugMug; although both Legacy and New SmugMug have excellent and safe uploading tools, the New SmugMug has an improved uploader. Have you tried the New SmugMug yet? Let me know if you would like any help migrating!
http://help.smugmug.com/customer/portal/articles/1212681-making-the-move-from-old-to-new-smugmug?b_id=1644[/QUOTE]

I have tried the new smugmug, I don't like the new look or feel of it. I prefer the older version.

Thanks.

Processing Bubble

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