Upload problems - tracert inside

rdlugosz · September 15, 2006

I'm having a heck of a time even getting a single file up to SM since last night. I don't really think it's related to the SM hardware change though - a tracert is showing the occasional timeout in the level3.net hops, which is about halfway between me and SM's servers:

tracert smugmug.com

Tracing route to smugmug.com [63.81.134.23]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  fen-router [192.168.1.1]
  2     7 ms     7 ms    13 ms  10.54.160.1
  3     8 ms     8 ms     7 ms  srp15-0.mtgmoh1-rtr4.cinci.rr.com [24.29.0.104]

  4    18 ms    17 ms    16 ms  son0-0-1.mtgmoh1-rtr0.columbus.rr.com [24.29.1.85]
  5    21 ms    20 ms    29 ms  tenge-3-2.car1.Cincinnati1.Level3.net [4.78.216.13]
  6    27 ms     *        *     ae-5-5.ebr2.Chicago1.Level3.net [4.69.132.206]
  7    20 ms    23 ms    23 ms  ae-22-54.car2.Chicago1.Level3.net [4.68.101.99]

  8    25 ms    22 ms    22 ms  te-7-4.wch010.brvwil1.Level3.net [4.68.110.38]
  9    21 ms    22 ms    21 ms  64.200.249.189
 10    64 ms    66 ms    63 ms  dnvrco1wcx3-pos13-0-oc192.wcg.net [64.200.240.121]
 11    72 ms    72 ms    72 ms  sntcca1wcx2-pos14-0.wcg.net [64.200.240.182]
 12    73 ms    73 ms    73 ms  sntcca4lcx1-pos9-0.wcg.net [64.200.240.126]
 13    80 ms    74 ms    76 ms  sec.r1-ge0-2-eq-sj.smugmug.com [206.223.117.201]

 14    74 ms    74 ms    73 ms  hera.smugmug.com [63.81.134.23]

Trace complete.

Basically since early this morning any attempt to upload has more or less failed - a few hundred k get through and then it dies. This is with both star*explorer and the SM drag&drop. Am I basically hosed until level3.net fixes their issues, or am I misdiagnosing the problem?

Andy · September 15, 2006

rdlugosz wrote:
I'm having a heck of a time even getting a single file up to SM since last night. I don't really think it's related to the SM hardware change though - a tracert is showing the occasional timeout in the level3.net hops, which is about halfway between me and SM's servers:
tracert smugmug.com

Tracing route to smugmug.com [63.81.134.23]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  fen-router [192.168.1.1]
  2     7 ms     7 ms    13 ms  10.54.160.1
  3     8 ms     8 ms     7 ms  srp15-0.mtgmoh1-rtr4.cinci.rr.com [24.29.0.104]

  4    18 ms    17 ms    16 ms  son0-0-1.mtgmoh1-rtr0.columbus.rr.com [24.29.1.85]
  5    21 ms    20 ms    29 ms  tenge-3-2.car1.Cincinnati1.Level3.net [4.78.216.13]
  6    27 ms     *        *     ae-5-5.ebr2.Chicago1.Level3.net [4.69.132.206]
  7    20 ms    23 ms    23 ms  ae-22-54.car2.Chicago1.Level3.net [4.68.101.99]

  8    25 ms    22 ms    22 ms  te-7-4.wch010.brvwil1.Level3.net [4.68.110.38]
  9    21 ms    22 ms    21 ms  64.200.249.189
 10    64 ms    66 ms    63 ms  dnvrco1wcx3-pos13-0-oc192.wcg.net [64.200.240.121]
 11    72 ms    72 ms    72 ms  sntcca1wcx2-pos14-0.wcg.net [64.200.240.182]
 12    73 ms    73 ms    73 ms  sntcca4lcx1-pos9-0.wcg.net [64.200.240.126]
 13    80 ms    74 ms    76 ms  sec.r1-ge0-2-eq-sj.smugmug.com [206.223.117.201]

 14    74 ms    74 ms    73 ms  hera.smugmug.com [63.81.134.23]

Trace complete.
Basically since early this morning any attempt to upload has more or less failed - a few hundred k get through and then it dies. This is with both star*explorer and the SM drag&drop. Am I basically hosed until level3.net fixes their issues, or am I misdiagnosing the problem?

Sounds like it. I'll ask the guys to look at this.

Can you try uploading with the Olde Faithful one-at-a-time uploader? Let's see if one file can be uploaded, ok? <img src="https://us.v-cdn.net/6029383/emoji/ear.gif" border="0" alt="" >

Andy · September 15, 2006

Another customer with a Level3 problem:
http://www.dgrin.com/showthread.php?t=42778

rdlugosz · September 15, 2006

Andy wrote:

Another customer with a Level3 problem:
http://www.dgrin.com/showthread.php?t=42778

Indeed! Looks like it is a problem with L3...
http://www.dslreports.com/quality/nil/2090826

Hm.. I guess I'll send this off to roadrunner and level 3's support groups - not that they'll actually do anything about it.:cry

Andy · September 16, 2006

rdlugosz wrote:

Indeed! Looks like it is a problem with L3...
http://www.dslreports.com/quality/nil/2090826

Hm.. I guess I'll send this off to roadrunner and level 3's support groups - not that they'll actually do anything about it.:cry

Yeah that's the best course of action. And it's likely that the level3 problem will be temporary.

Sorry you are having troubles!

dogwood · September 16, 2006

troubles here too
Just took me five times to upload a single file using the drag and drop method. Kept getting the java.net.socketExecption error message.

Also, when it finally uploaded, the "upload in progress" window never went away-- but the file is definitely there. Had to hit cancel to make it go away.

sheepie · September 16, 2006

Having similar problems here guys, have fired off an email to support. Looks like it's a fairly widespread problem.

flo123 · September 16, 2006

me too

sheepie wrote:

Having similar problems here guys, have fired off an email to support. Looks like it's a fairly widespread problem.

Having the same problem here too. I have never had a problem in the past but all last night I tried and I would be able to upload an image or two and then it would stop and give me the same message. I do keep all my images within the proper size (pro account). I tried a few different uploaders but kept getting the same message. Then I tried creating an empty gallery and loading them into it - looked like that was working so I went to bed and then woke up this morning to discover that it stopped after loading about 40 pics (was trying to load about 70) with that same darn message. Don't have time to mess with it anymore but just wanted to let you all know you were not alone.

Andy · September 16, 2006

Hi folks - if you'd like us to help you here on Dgrin, that's fine - or the help desk. Either way, we'll need some details:

I see some "Same Problem" comments. If it's the same problem, then please do run a traceroute, from you to www.smugmug.com and paste the results here in this thread, we can help diagnose what the network problems you are encountering are, from you to us.

we also need:

1) your account http://nickname.smugmug.com
2) what browser, version, and uploader you were using
3) try logging out, clearing cookies, and relogging back in, and uploading.

thanks

sheepie · September 16, 2006

1) sheepie.smugmug.com
2) IE 6.0.29
3) about to try

tracert result:
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\Sheepie>tracert smugmug.com
Tracing route to smugmug.com [63.81.134.23]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.0.1
2 501 ms 18 ms 36 ms 10.56.0.1
3 39 ms 483 ms 47 ms riv1-ge1.gw.optusnet.com.au [211.28.106.1]
4 459 ms 55 ms 47 ms mas1-ge14-2.gw.optusnet.com.au [211.29.129.41]
5 53 ms 51 ms 46 ms mas3-ge9.gw.optusnet.com.au [211.29.129.210]
6 180 ms 155 ms 184 ms 203.208.191.5
7 198 ms 177 ms 164 ms ve502.fr1.lax.llnw.net [68.142.106.97]
8 1124 ms 198 ms 218 ms tge1-3.fr3.sjc.llnw.net [69.28.171.118]
9 192 ms 202 ms 166 ms e5-3.fr1.sjc.llnw.net [69.28.148.129]
10 171 ms 198 ms 204 ms pri.r1-ge0-2-eq-sj.smugmug.com [206.223.117.70]
11 1156 ms 1009 ms 166 ms hera.smugmug.com [63.81.134.23]
Trace complete.

Just managed to upload a file via the individual loader (have tried this a few times, this is the first time tonight it's worked).

Hope that helps

sheepie · September 16, 2006

UPDATE :

Just cleared my cookies, and the upload worked.

spider-t · September 16, 2006

Andy wrote:

Hi folks - if you'd like us to help you here on Dgrin, that's fine - or the help desk. Either way, we'll need some details:

I see some "Same Problem" comments. If it's the same problem, then please do run a traceroute

[snip]
thanks

me too. same problem.

how do i run a tracerout? i tried 'tracert smugmug.com' in my cmd prompt. it runs but the window goes away when it's done. when i try to run it in a cmd window, tracert is not found.

and do i run it any time, or am i trying to trace the failed upload, so i should start it somehow at the same time.

the logout cookie clearing thing didn't work for me.

-trish

Andy · September 16, 2006

spider-t wrote:

me too. same problem.

how do i run a tracerout? i tried 'tracert smugmug.com' in my cmd prompt. it runs but the window goes away when it's done. when i try to run it in a cmd window, tracert is not found.

and do i run it any time, or am i trying to trace the failed upload, so i should start it somehow at the same time.

the logout cookie clearing thing didn't work for me.

-trish

http://www.ocssolutions.com/support/traceroute.php
that link will show you how to do a traceroute in windows.

Highlight, copy, paste the results here.. OK?

spider-t · September 16, 2006

Andy wrote:

http://www.ocssolutions.com/support/traceroute.php
that link will show you how to do a traceroute in windows.

Highlight, copy, paste the results here.. OK?

C:\WINDOWS\system32>tracert smugmug.com

Tracing route to smugmug.com [63.81.134.23]
over a maximum of 30 hops:

1 3 ms 3 ms 3 ms home [192.168.1.254]
2 16 ms 45 ms 16 ms adsl-75-37-247-254.dsl.pltn13.sbcglobal.net [75.
37.247.254]
3 35 ms 17 ms 17 ms dist4-vlan60.pltn13.pbi.net [64.164.97.131]
4 16 ms 17 ms 17 ms bb2-g3-0.pltnca.sbcglobal.net [151.164.43.56]
5 21 ms 20 ms 18 ms bb1-p5-1.crscca.sbcglobal.net [151.164.43.171]
6 19 ms 19 ms 21 ms ex2-p5-0.eqsjca.sbcglobal.net [151.164.41.109]
7 20 ms 23 ms 21 ms unknown.sjc.scnet.net [66.225.245.237]
8 21 ms 38 ms 21 ms ge0-0-0.j1.sjc.scnet.net [64.202.104.222]
9 26 ms 46 ms 21 ms pri.r1-ge0-2-eq-sj.smugmug.com [206.223.117.70]

10 26 ms 21 ms 21 ms hera.smugmug.com [63.81.134.23]

Trace complete.

I'm using firefox v 1.5.0.7
www.trishtunney.com

thanks,
Trish

Andy · September 16, 2006

spider-t wrote:

me too. same problem.

Same problem, as in, "can't upload?" Which uploader? You've been here forever Trish, so I'm sure the files are valid... can you also try to upload ONE file with "Olde Faithful" uploader, just to see if you can successfully do that? Have you changed anything on your system lately - firewall, accelerator, popupblocker, toolbars, etc?

dogwood · September 16, 2006

did I do this right?
Here are my results (if I did it correctly). I'm using Mozilla 1.7.13 for my browser, and the drag and drop uploader.

[SIZE=+0] Tracing route to smugmug.com [63.81.134.23]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 8 ms 7 ms 7 ms 73.92.88.1
3 9 ms 7 ms 8 ms GE-2-43-ur01.troutdale.or.bverton
8.87.218.169]
4 * * 9 ms 10g-9-3-ar01.troutdale.or.bverton
8.87.216.89]
5 16 ms 12 ms 11 ms 12.117.180.201
6 31 ms 29 ms 33 ms 12.127.6.50
7 31 ms 31 ms 32 ms tbr2-cl10.sffca.ip.att.net [12.12
8 31 ms 29 ms 29 ms 12.122.80.41
9 * * * Request timed out.
10 30 ms 32 ms 31 ms pri.r1-ge0-2-eq-sj.smugmug.com [2

11 32 ms 32 ms 33 ms hera.smugmug.com [63.81.134.23]

[/SIZE]
Update: I just cleared cookies and tried another upload with the drag and drop-- it didn't work. The old faitful uploader did work though[SIZE=+0].
[/SIZE]

spider-t · September 16, 2006

Andy wrote:

Same problem, as in, "can't upload?" Which uploader? You've been here forever Trish, so I'm sure the files are valid... can you also try to upload ONE file with "Olde Faithful" uploader, just to see if you can successfully do that? Have you changed anything on your system lately - firewall, accelerator, popupblocker, toolbars, etc?

Hi Andy,

By "same problem" I mean I keep getting the java.net.socketExecption error message when I am using the drop and drag uploader. On Windows XP.

An image file gets through and uploads correctly maybe one in 10 tries.

No recent system changes.

I just tried the old faithful uploader two times and got an error page saying "The connection to the server was reset while the page was loading." The third time the file uploaded successfully (even though I still got the error page).

During all these attempts to upload files this morning, one of my images (that was already in the gallery from a few days ago) lost it's thumbnail. I don't know if that's interesting, but there may be a clue for the debuggers in that.

Here's the gallery:
http://trishtunney.smugmug.com/gallery/1894996

thanks,
-Trish

Andy · September 16, 2006

spider-t wrote:

Hi Andy,

By "same problem" I mean I keep getting the java.net.socketExecption error message when I am using the drop and drag uploader. On Windows XP.

An image file gets through and uploads correctly maybe one in 10 tries.

No recent system changes.

I just tried the old faithful uploader two times and got an error page saying the connection was reset. The third time the file uploaded successfully.

During all these attempts to upload files this morning, one of my images (that was already in the gallery from a few days ago) lost it's thumbnail. I don't know if that's interesting, but there may be a clue for the debuggers in that.

Here's the gallery:
http://trishtunney.smugmug.com/gallery/1894996

thanks,
-Trish

OK Trish, stay tuned, we're looking into it. Thanks for your patience while we invistigate.

Andy · September 16, 2006

Hi Folks,

Onethumb has made some changes to the upload cluster... in hopes of resolving these issues that some of you are having. It may mean that if you had an upload in progress a little while ago, say around 2:30pm Eastern time, it may have been affected and you'll need to reupload (hopefully just the one time!).

Thanks for your patience and understanding!

dogwood · September 16, 2006

thanks for the update
Andy:

Appreciate all the work and effort you and the other SM folks go to when we post problems here. It's much appreciated and I know it's no fun to mostly hear the negative stuff-- so here's a positive note for you! You folks really do go the extra mile and that's awesome from a customer's perspective! It let's us focus (pun intended) on our photography and not the website.

Andy · September 16, 2006

dogwood wrote:

Andy:

Appreciate all the work and effort you and the other SM folks go to when we post problems here. It's much appreciated and I know it's no fun to mostly hear the negative stuff-- so here's a positive note for you! You folks really do go the extra mile and that's awesome from a customer's perspective! It let's us focus (pun intended) on our photography and not the website.

Thanks Pete! We appreciate it.

rdlugosz · September 17, 2006

Andy wrote:

Onethumb has made some changes to the upload cluster... in hopes of resolving these issues that some of you are having.

Hey Andy - whatever he did seems to have made a difference. I'm uploading just fine now, albeit slowly... RoadRunner's upload limits leave something to be desired. Incidentally, I'm still seeing the same troubles over at level3.net on the BBR tests referenced earlier.

Thanks for the help (as always)!

Upload problems - tracert inside

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