This is really discouraging

afmdmc · June 3, 2008

i've been trying to upload photos for the last 15 hrs. so far i've got 20. i tried reinstalling java like the last time i uploaded photos and it did install a newer ver. but i'm not sure that it helped because sense then i haven't be able to up load anything. so after some reading i thought i'd try the
Star Ex. thing and that was no help. what it seems to do is it starts the upload then after a few min. it seems to time out and then start over again.
it does this no matter what uploader i use or how many or how few photos i try to upload. this is getting really discouraging i love my smugmug accout but having to gothough this every time i want to upload photos?

gman33 · June 3, 2008

Hello

Since I don't know your connection type or your PC OS/network configuration, there is not much I can offer from a technical point. However, I have been using the "Send to Smugmug" function that can be found here

http://www.shahine.com/garage/content/SendToSmugMug.aspx

It works fantastic, directly from Windows Explorer. There are regular updates to it and I highly recommend it

Keep us posted
Ed

Andy · June 3, 2008

afmdmc wrote:

i've been trying to upload photos for the last 15 hrs. so far i've got 20. i tried reinstalling java like the last time i uploaded photos and it did install a newer ver. but i'm not sure that it helped because sense then i haven't be able to up load anything. so after some reading i thought i'd try the
Star Ex. thing and that was no help. what it seems to do is it starts the upload then after a few min. it seems to time out and then start over again.
it does this no matter what uploader i use or how many or how few photos i try to upload. this is getting really discouraging i love my smugmug accout but having to gothough this every time i want to upload photos?

Hi, and sorry you've got trouble. This sounds so much like line quality issues between you and us.

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 preventing photos from arriving to our servers. Email us the link to the results, to the help desk, when you get them.

afmdmc · June 5, 2008

Ok so how do i send it to the help desk?

And thanks so much for your help you guys really are the best.

Dave

denisegoldberg · June 5, 2008

afmdmc wrote:

Ok so how do i send it to the help desk?

Help desk email address is on this page - http://www.smugmug.com/help/emailreal

--- Denise

afmdmc · June 6, 2008

can someone tell me what this means.

(The handle is in the wrong state for the requested operation)

I'm also getting this

( The operation timed out )

any ideas.

Baldy · June 6, 2008

Hi Dave,

Here's a help page that takes you step-by-step and knows what browser you're using:

http://www.smugmug.com/help/add-photos-problems

You'll see the line quality test that Andy suggested. Here's a tutorial on how to do it and what it means:

http://dgrin.smugmug.com/gallery/3385500/

I hope this helps! Sometimes it's just a matter of re-booting your cable modem.

Thanks,
Chris

afmdmc · June 6, 2008

i tried the line test and it came back good

Baldy · June 6, 2008

Can you try the speed tests and traceroute?

afmdmc · June 6, 2008

i ran the speed test it was 2529 dn and 638 up
i'm not sure how to do the rout trace.
what seem to be happening is that it seems to time out or some thing like that. it starts the upload then it pauses then starts again but some times it seems to pause for to long and has to start over from the begaineing.

docwalker · June 6, 2008

Dave,

Can I get a look at those linequality test results? Send them to the help desk address that was linked above. Sometimes there are small things in there that might give a clue as to what is going on.

As for the traceroutes. We have instructions on running that here:

http://dgrin.smugmug.com/gallery/2959046

Email those results as well. You can copy and paste the results into the same email as the link to the Line Quality Report.

I do agree with the earlier assessment. It does sound like your connection is dropping, even for a millisecond. You may not notice it for anything else, but it is enough to cause a problem with uploading.

afmdmc · June 6, 2008

ok so i've tried every thing else. if it's dropping the connetion what can i do.

docwalker · June 8, 2008

That will depend on where the connection is dropping at. It could be your local hardware. A firmware upgrade of the router, checking the lines, or even a simple restart may help. If it is outside your house, a call to the local ISP can help get them to check the lines. If it is out on the internet, that is harder. To get fixed. You could report it to your ISP and they may be able to get it fixed.

The line quality test would help determine where that problem is located.

This is really discouraging

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