Smugmug down?/Uhoh/I can't get into... -Merged

jmpsmash · January 1, 2008

mine was alive briefly without ability to log in. now it is down again.

Manny · January 1, 2008

mafotografix wrote:

me 3 !

Smugmug should at least send a generic email telling customers that the service is down and the eta (if available) it will be up.

Don't let us find it out this way.

Not good customer service and etiquette.

I think this is the quickest they have goteen to it... so please, have some perspective before saying this...

I went down about exactly 5 minutes ago... EXACTLY!!! and now my gallery is back!!!

I think that you could drink a cup of coffee in a lot longer period of time than it took these guys to get back to my galleries and to post on the front pages...

So, this is got to be a SPEED RECORD in recovery, and not the least on New Years Day when everyone should be NOT WORKING... (I meant the admins etc.)

Cheers!

Matthew Saville · January 1, 2008

Cuh-RASH!

Oh boy, I hope this doesn't cause client's shopping carts to empty! (That should be a matter of cookies though, right?)

I'm not too worried though, Smugmug is probably in the guiness book of world records for fastest recovery from server downtime. Half the time I take the time to come on the forums or write the help desk, the problem is fixed by the time I'm done posting / writing... So, here's to a speedy recovery!

lol what a great way to start 2008! I hope the Smugmug office isn't like, empty right now or something due to new years day!

=Matt=

Pupator · January 1, 2008

mafotografix wrote:

me 3 !

Smugmug should at least send a generic email telling customers that the service is down and the eta (if available) it will be up.

Don't let us find it out this way.

Not good customer service and etiquette.

I agree that we'd like to know ASAP, but I'd also point out that my site was down less than 12 minutes before Mike answered on here. That's pretty amazing if you ask me.

Markjay · January 1, 2008

It's incredible timing!
I know it's only my luck but.......

EVERY time the site is down (and that isn't very often, thank you Smugmug!)
it only happens when I'm doing a major upload or site change.

I'm on my site every single day and the system is rarely ever down...
and here I go again, uploading a client's New Years images :-(

Hope things return to normal soon!

Pupator wrote:

I was editing some galleries and suddenly I was logged out and can't log back in. Now going to my site just results in being at smugmug's homepage?

love · January 1, 2008

Thanks!
You guys are so on top of things, thanks for your quick reply.
That's why I love SmugMug.

Mike Lane · January 1, 2008

Pupator wrote:

I agree that we'd like to know ASAP, but I'd also point out that my site was down less than 12 minutes before Mike answered on here. That's pretty amazing if you ask me.

Sorry, I would have been quicker, but we were deluged in the help desk and I didn't think about dgrin until a bit later. :cry

kejago · January 1, 2008

mafotografix wrote:

me 3 !

Smugmug should at least send a generic email telling customers that the service is down and the eta (if available) it will be up.

Don't let us find it out this way.

Not good customer service and etiquette.

There is a message on the home page. An e-mail to everyone would not be technicaly the best way to handle a situation such as this. But the time the emails are delivered, the problem may very well be fixed already.

Technical problems happen, and the cause is not always obvious, or indeed the impact. They probably found out the same way we did...

1pocket · January 1, 2008

thenimirra wrote:

that actually makes me feel better....it means there must be a problem with the entire system. I thought I had done something to mess up my own site...:D

Are you a regular member or one of the upgrade levels?

thenimirra · January 1, 2008

1pocket wrote:

Are you a regular member or one of the upgrade levels?

I am a pro member.

1pocket · January 1, 2008

thenimirra wrote:

I am a pro member.

Yikes! I'm just a regular. I just had finished uploading to a new gallery and was browsing it when....crash :uhoh

dSchamp · January 1, 2008

My heart just started again!!!
Wow!!! Doing a little disk clean-up and management and went to my site and it was gone! Knew (spelled "hoped") it wasn't because I had erased something I shouldn't have. Hopefully all will be well in a few minutes?

jeff318 · January 1, 2008

what is this, some kind of y2k8 bug?

DJKennedy · January 1, 2008

Must be a date issue

*Could* it be so simple?

kensington · January 1, 2008

was not paying attention, my page is back and it is not giving me an error when I try to login but I am not really logged in, view only.

ebswift · January 1, 2008

Bugger - I was smack in the middle of API development, at the testing & polishing stage when BAM - invalid API key

. I hope it gets up & running soon.

mafotografix · January 1, 2008

kejago wrote:

There is a message on the home page. An e-mail to everyone would not be technicaly the best way to handle a situation such as this. But the time the emails are delivered, the problem may very well be fixed already.

Technical problems happen, and the cause is not always obvious, or indeed the impact. They probably found out the same way we did...

There was no message on the home page when I logged onto my website, hence the message I left here. They must have just gotten it on after I suggested.

It was embarrassing because I had directed 3 new customers to my website over a new year celebration party last night and one of them called me this morning to tell me the address I had given them on my business card wasn't working.

1pocket · January 1, 2008

I guess we're in the wrong forum; there are others having problems here:
http://dgrin.com/forumdisplay.php?f=12

1pocket · January 1, 2008

I'm back

mafotografix · January 1, 2008

Pupator wrote:

I agree that we'd like to know ASAP, but I'd also point out that my site was down less than 12 minutes before Mike answered on here. That's pretty amazing if you ask me.

Unfortunately my customers don't have access to this site.

Barefoot and Natural · January 1, 2008

seems all systems are a-go again!

clap

DJKennedy · January 1, 2008

Barefoot and Natural wrote:

seems all systems are a-go again! clap

Yup, me too.

All is normal

1pocket · January 1, 2008

Free upgrades for all of us that had problems?

kejago · January 1, 2008

mafotografix wrote:

There was no message on the home page when I logged onto my website, hence the message I left here. They must have just gotten it on after I suggested.

It was embarrassing because I had directed 3 new customers to my website over a new year celebration party last night and one of them called me this morning to tell me the address I had given them on my business card wasn't working.

Do you think the problems are related?

The Internet is a funny place. Just because your customer could not reach your website, does not necesseraly mean the Smug is down. There are hundereds of pieces along the way between them, and your photos. If anything is missing, they may not get to see them. Did you try your site after they reported it to you? Was it working then?

You can turn this situation around to your own benefit as well. When it is working, your can get back to your customer, and ask if everthing is OK. They would appreciate your feedback too, and it would like you had good customer service.

And it is an added oppertunity to touch base with them. At least you know they came to look at your work. That's a good thing, right?

From what I have seen though, the support and feedback from SmugMug is really top notch. There are not many companies that go to the lengths that they do.

~Jan~ · January 1, 2008

Uh oh I'm having problems again. :cry

ebswift · January 1, 2008

~Jan~ wrote:

Uh oh I'm having problems again. :cry

LMAO, me too! What's funny is I had problems on my home computer, went into work and used that computer and everything was fine, now back at the home computer and nothing's working... hehehehehe... Gotta love application debugging whilst a server's on the glitch when you're sitting there thinking "is it me or is it something else?".

Right at the moment that I announced my new app too... everyone will be going to have a look and finding that it does nothing but spit out error messages. Ah well.

Markjay · January 1, 2008

Site down... again :-(
Not the best way to start off 2008 but, I can only imagine how complicated running a site of this size and popularity is?

I'm sure the behind the scenes team is working diligently to get the site back up and running properly but, right now.....

my site is half broken :-(

Thanks in advance smugmongus team!

~Jan~ wrote:

Uh oh I'm having problems again. :cry

Andy · January 1, 2008

We're working on it again, right now. Sorry for the hassle folks!
- Andy

ShebaJo · January 1, 2008

problems here too. took 36.4 to load home page, no slideshow.

kensington · January 1, 2008

k, so I guess it's not just me again.

Smugmug down?/Uhoh/I can't get into... -Merged

Comments