Trouble uploading

aam1234 · December 6, 2006

Hi,

With Firefox it uploads 2-3 pics then it stops, with IE it's a little better, about 10-12. Anybody have the same problem, and what did you do to fix it.

- Running Java 1.5
- Tried both methods with the same result.
- Average file size is about 100kb.
- This is not the first time, it's always like that.

Thanks

Andy · December 6, 2006

aam1234 wrote:

Hi,

With Firefox it uploads 2-3 pics then it stops, with IE it's a little better, about 10-12. Anybody have the same problem, and what did you do to fix it.

- Running Java 1.5
- Tried both methods with the same result.
- Average file size is about 100kb.
- This is not the first time, it's always like that.

Thanks

Hi, sorry for the troubles! We can help diagnose. Can you please run a line quality test on www.dslreports.com/linequality - you must register, but it's free. Share the link to the test results.

Thanks!

aam1234 · December 6, 2006

Hi Andy,

I think my line is fine. To give you an idea about my ADSL, I watched a few NFL games online (one of which was live) without any trouble.

Thanks

Edit: the connection is 512.

Andy · December 6, 2006

aam1234 wrote:

Hi Andy,

I think my line is fine. To give you an idea about my ADSL, I watched a few NFL games online (one of which was live) without any trouble.

Thanks

Edit: the connection is 512.

Hi, indeed it sounds fine

But in order to troubleshoot, we must have this information, it can tell us possibly where the upload is failing, and why. Speed is not the only indicator. Thanks.

aam1234 · December 6, 2006

I'm not in the US, does that matter/has any effect.

Thanks again

Andy · December 6, 2006

aam1234 wrote:

I'm not in the US, does that matter/has any effect.

Thanks again

No it does not.

You can also run a traceroute to us, from your location.

To run a traceroute on a PC, click on "Start". Then click on "run" and type in "command". That should bring up a black screen. When you get that, type in "tracert hera.smugmug.com". There should be a little 'c:\' in the upper left corner of that black screen, click on that. Then select "edit" and then select "mark". You will see a little gray box appear inside the black box at the top. Click on that and drag it to the bottom so that all the text is highlighted. Then click on the 'c:\' at the top again and click on "edit" then "copy". Then open a response email to use and paste it in there. That will paste all your traceroute information in an email. Then send that to us.

To run a traceroute on a Mac, open finder. Then open applications>utilities>network utility. Then click on the Traceroute tab. When that opens, type in hera.smugmug.com. Copy and paste the results to us in an email.

aam1234 · December 6, 2006

This is what I get:

[C:\DOCUME~1\USER>tracerthera.smugmug.com
'TRACERTHERA.smugmug.com' is not recognized as an internal or external command,operable program or batch file.]

aam1234 · December 6, 2006

Update:

If I upload 6 pics at a time it works.

Is there a no. of files to upload limit at one go.

Thanks

Andy · December 6, 2006

aam1234 wrote:

This is what I get:

[C:\DOCUME~1\USER>tracerthera.smugmug.com
'TRACERTHERA.smugmug.com' is not recognized as an internal or external command,operable program or batch file.]

It didn't run. There's a space between tracert and hera

Please, please, the dslreports line quality is really a good test if you run it, we can help diagnose the line quality and your problem.

aam1234 · December 7, 2006

Hi Andy again,

Got the results, now how can I send you the link, don't want to post it in public.

Thanks

Edit: Just PMed you the link, hope you don't mind.

Andy · December 7, 2006

aam1234 wrote:

Hi Andy again,

Got the results, now how can I send you the link, don't want to post it in public.

Thanks

Edit: Just PMed you the link, hope you don't mind.

Hi, Found the results and reviewed them. So, your connection out there in the internets seems stable, that's good. Let's look at your local setup.

1) are you running any Anti Virus, like Norton or something, and have you specifically allowed SmugMug as a trusted site for up/down traffic.

2) are you running any specific firewall, or accelerator software?

3) have you updated to the latest Java? There's a link here: http://www.smugmug.com/help/problems

4) Are you running wireless at home, or are you directly connected?

One thing to try, if you are going through a router, is to connect your pc directly to your cable/dsl modem, bypassing the router.

Let us know.

aam1234 · December 7, 2006

Thanks Andy, and sorry for the trouble I'm putting you through.

To your questions:
1- Running Norton Anti Virus. Will make sure that SM is a trusted site.
Update: couldn't configure NAV to trust SM. But I'm sure it's a trust it site.

2- I believe the firewall is Norton too. And no accelerator software.

3- Recently updated Java. Will make sure I have the lastest one (do you know what's the latest version by any chance).
Update: Java is the latest version.

4- Directly connected to the net, no wireless connection.

Really appreciate your effort Andy. Thank.

aam1234 · December 7, 2006

Any ideas?

Andy · December 7, 2006

aam1234 wrote:

Any ideas?

Did you remove the router from the setup, connecting directly to your Cable or DSL modem?

aam1234 · December 7, 2006

I'm directly connected to the net, no routers or such.

Andy · December 7, 2006

aam1234 wrote:

I'm directly connected to the net, no routers or such.

Please try disabling Norton and then uploading a test batch.

aam1234 · December 7, 2006

Will do that and let you know.

Thanks

aam1234 · December 7, 2006

Come to think of it, millions of people have NAV. Why should I disable it to make smugmug work. Shouldn't SM adopt to what many people use.

Hope that doesn't sound too negative, but it's really frustrating to upload photos to SM.

Best regards,

Frustrated customer

Andy · December 7, 2006

aam1234 wrote:

Come to think of it, millions of people have NAV. Why should I disable it to make smugmug work. Shouldn't SM adopt to what many people use.

Hope that doesn't sound too negative, but it's really frustrating to upload photos to SM.

Best regards,

Frustrated customer

Hi, yes indeed millions do have it. And we have extremely few customers who can't upload. It usually comes down to a local setting.

You have trouble with Firefox and IE6, and the Universal Drag and Drop. If you are not willing to try the Norton thing, that's ok, please try this then:

http://smugmug.jot.com/WikiHome/SmugMugHacksAndApps
Send To SmugMug (used by loads of customers)

SmugBrowser (for Firefox - it's new, developed by Devbobo- it's works great though).

wslam · December 9, 2006

I wish the Java upload app displays the speed (i.e. xx Kb/s)

Trouble uploading

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