Login Issues?

[dreamless]

MOD EDIT by Andy, Jan 11th 9am ET: Yes, something's up with logging in/out if you use a custom domain. We're checking into why the unsupported behavior of being able to login from www.yourdomain.com is not working right now. In the meantime, as we have always documented in our help pages (http://www.smugmug.com/help/acctlogin), if you have a custom domain, please login / logout from the http://www.smugmug.com and then go to your custom domain, and refresh the page, you'll be logged in.

Yes, we're really aware that it used to work fine, by logging in to your site from your domain - at least for many of you. Still, the officially supported method has never, ever changed (see that help page link, just above).

Again, we're looking into seeing what's changed - as far as I'm aware, we didn't change anything intentionally with this behavior so we've got to do some digging - our Ops and Sorcery team are looking at it. I hope that we can return to the unofficially working method very very soon!

Really sorry for the hassle,

- Andy


****************


Hey guys, I seem to have an issue logging in and logging out of my site. The last handle full of time I've logged in I had to do it several times before it would take me to the owner site and in turn it take a few times before it actually logs me out of my site. I'm using IE 7 most of the times but it has also happened in Safari. Any thoughts?

[Andy]

Are you logging in / out from www.smugmug.com? Please do.

http://www.smugmug.com/help/acctlogin

[dreamless]

I was using the link in the footer of my page next to the shopping cart link.

[Andy]

I was using the link in the footer of my page next to the shopping cart link.

Ok, so, please do like I suggest, ok? :D

Are you logging in / out from www.smugmug.com? Please do.

http://www.smugmug.com/help/acctlogin

[jfriend]

Ok, so, please do like I suggest, ok? :D

Are you logging in / out from www.smugmug.com? (http://www.smugmug.com?) Please do.

http://www.smugmug.com/help/acctlogin Andy, I still don't understand why Smugmug offers a login link that sometimes doesn't work. It seems like your sorcerers should do one of the following:

Find a way to make the existing login/logout links work from wherever they are displayed including custom domains.
Remove the links from the places that they don't work and make the customer find one of the ones that will work reliably.
The middle ground: Redirect the customer from one that won't always work to one that will always work.In all three options, you never offer a login link that doesn't work.

Offering Login links that are known not to work in many cases is, at best, poor design and, at worst, a longstanding bug that isn't getting addressed. Why don't your sorcerers do something about this? You see these support issues ALL the time. You know it doesn't work right. Why not do something about it?

[Andy]

Andy, I still don't understand why Smugmug offers a login link that sometimes doesn't work. It seems like your sorcerers should do one of the following:
[LIST=1]
Find a way to make the existing login/logout links work from wherever they are displayed including custom domains.
This has been addressed a lot, if there was a way to do this, within our system, we would.

I've shown your post to our sorcery team - thanks for taking the time, John!

[jfriend]

This has been addressed a lot, if there was a way to do this, within our system, we would.

I've shown your post to our sorcery team - thanks for taking the time, John! Yes, I realize you've not been able to solve this (option #1). That's why I included the other two options (options #2 and #3) which both seem better than just leaving it broken. Hopefully they will come up with something that is better than it is today.

[dreamless]

I would agree with jfriend, at least redirecting people from a link that does not work to a link that does work would be better than dealing with this issue over and over again. I like that idea better than removing the link and letting people hunt for one that does work so I vote for #1 or #3.

Either way, thanks for the info.

[flygirl]

When I try to login it takes the info, but shows like I am not logged in. I refresh and still the same. At the bottom of the page it says login, not logout.

Thanks
Nancy

[flygirl]

Well, I can login using my nickname homepage and not my custom domain page. But, I have been able to do that. But, anyway I can get in.

Nancy

[mlee]

Like John, I still don't understand why the login link at the bottom of custom pages is even there if it doesn't work.

And even then, WHY doesn't it work - it redirects to a https://secure.smugmug.com/xxxx page, not a page with my domain name in it. Why not just redirect to the same link that's at the top of the page at www.smugmug.com (https://secure.smugmug.com/login.mg?goTo=http%3A%2F%2Fwww.smugmug.com%2F)??

This doesn't make any sense.

[Andy]

Like John, I still don't understand why the login link at the bottom of custom pages is even there if it doesn't work.

It's there and if you have http://nickname.smugmug.com not a custom domain it'll work. That link is part of the 'minifooter' which is the same if you have a custom domain or not - perhaps we can improve this, we'll see!

[Andy]

http://www.smugmug.com/help/acctlogin
with a custom domain you must login from www.smugmug.com we've said this since day one of custom domains -it may have worked for some folks but we officially support logging in / out from www.smugmug.com thanks!

[karan]

i have two web site through smugmug, http://www.karansimpson.com and http://www.mimosaarts.com. i am able to login via the smugmug site and up until a few weeks ago, upon login, was taken directly to my site with the appropriate tools, etc. visible.

for the past few weeks, after login the page remains on the smugmug site page. i have to reselect my url and hit refresh / reload to get the tools to be visible. today it's not working at all...

also, during customization i am required to re-login in every time i try to access the sitewide customization option in the control panel. quite frustrating when doing a lot of edits...

please help as i need to get in to make some changes!!

thanks,
karan

[Allen]

i have two web site through smugmug, http://www.karansimpson.com and http://www.mimosaarts.com. i am able to login via the smugmug site and up until a few weeks ago, upon login, was taken directly to my site with the appropriate tools, etc. visible.

for the past few weeks, after login the page remains on the smugmug site page. i have to reselect my url and hit refresh / reload to get the tools to be visible. today it's not working at all...

also, during customization i am required to re-login in every time i try to access the sitewide customization option in the control panel. quite frustrating when doing a lot of edits...

please help as i need to get in to make some changes!!

thanks,
karan
You should not have any trouble with either site if you log in using your
http://nickname.smugmug.com address and not your domain.
Log out of one site before logging in to the other or you could have some major
problems in your control panel customize page if you are using the same browser.
Any changes might be to the wrong site. I assume each site has a different log
in email address.

[karan]

You should not have any trouble with either site if you log in using your
http://nickname.smugmug.com address and not your domain.
Log out of one site before logging in to the other or you could have some major
problems in your control panel customize page if you are using the same browser.
Any changes might be to the wrong site. I assume each site has a different log
in email address.

Using the nickname seems to work fine! Thank you! Yes, I always take great care when editing the sites... I learned the hard way... ;)

Thanks again,
Karan

[DJKennedy]

The one way I can log in was to go to smugmug.com. Before if I hit login at the bottom of my page I would be logged in but I would also have to hit refresh.

If I go to my web site I enter www.djkennedy.com NOT www.djkennedy.smugmug.com. If SM made a change, I vote it gets changed BACK.

I'm not going to enter djkennedy.smugmug.com - it just aint happening. Most of the time when I log in is when Im already at the site and want to make a change or whatever.

I'm also not going to be forced to go to smugmug.com in order to log in.

The (SM) login link at the bottom of my pages should suffice to allow me to log in as it always did before. I dont know what SM changed to mess this up, but change it back.

[Andy]

I'm also not going to be forced to go to smugmug.com in order to log in.

I'm very sorry, Derek,

Our official support for custom domains and logins (http://www.smugmug.com/help/acctlogin) has never, ever changed, since day one of us supporting custom domains:

Pro account subscribers who use their own custom hostnames must login and logout from www.smugmug.com or yournickname.smugmug.com.

[DJKennedy]

I'm very sorry, Derek,

Our official support for custom domains and logins (http://www.smugmug.com/help/acctlogin) has never, ever changed, since day one of us supporting custom domains:
C'mon Andy - *I* never changed a thing and it isnt working the way it did before this morning so *SM* had to have changed something because it wasnt me.

I am not a happy camper.

[Andy]

C'mon Andy - *I* never changed a thing and it isnt working the way it did before this morning so *SM* had to have changed something because it wasnt me.

I am not a happy camper.
Hi Derek, I'm sorry you're not happy :(

I'm sorry domains and logging-in aren't working like they used to, for you, in a non-officially supported manner. I don't know what's changed, if or why or how, but I do know that we're checking things out and looking into this, as I want to understand what's going on for sure.

Again, I'm very sorry you are unhappy.

[DJKennedy]

Hi Derek, I'm sorry you're not happy :(

as I want to understand what's going on for sure.

Again, I'm very sorry you are unhappy.

As mentioned before all I had to do to log in was to click on the login link on the bottom of the page. I might, and I might not be 'logged in' - if I wasnt I just hit refresh and I was in.

NOW I'm expected to go to smugmug.com to log in? SM changed something somewhere. NOW when I go through the log in there is a 'if you are not automatically redirected click here' text so I know SM made a change as I've never ever seen that before now.

We shouldnt have to change what WE do in order to use our sites.

If I go to www.djkennedy.smugmug.com and happen to go to another page of my site and try to log in - I cant log in, so now I have to re-enter the site as www.djkennedy.smugmug.com or go to www.smugmug.com to log in - thats NOT progress.

[affdigphotos]

I am having similar problems. I AM logged in, but it is taking me multiple tries to get my owner toolbar buttons, messages, etc to show up on my home page.

Used to be I could just go to my site, hit refresh (if I was already logged in, which smugmug.com says I AM) and the buttons, etc would all show up. Lately, this isn't working.

Edit - I uninstalled SmugManager (which wasn't working anyway on my mac) and everything works now... Not sure if the two are related or not, but anyway...

[davidzvi]

As mentioned before all I had to do to log in was to click on the login link on the bottom of the page. I might, and I might not be 'logged in' - if I wasnt I just hit refresh and I was in.

NOW I'm expected to go to smugmug.com to log in? SM changed something somewhere. NOW when I go through the log in there is a 'if you are not automatically redirected click here' text so I know SM made a change as I've never ever seen that before now.

We shouldnt have to change what WE do in order to use our sites.

If I go to www.djkennedy.smugmug.com (http://www.djkennedy.smugmug.com) and happen to go to another page of my site and try to log in - I cant log in, so now I have to re-enter the site as www.djkennedy.smugmug.com (http://www.djkennedy.smugmug.com) or go to www.smugmug.com (http://www.smugmug.com) to log in - thats NOT progress.

I just noticed this yesterday as well. I have yet to try going to blueberryphoto.smugmug.com and logging in to see if it works. But like Derek I often would go to my site, review something and then want to just login from where I am. Yesterday was the first day this would not work. Yes sometimes I would have to hit the refresh, but most time not. Yesterday I started getting the same message Derek noted above.

I'm sorry I never even knew this was not supported, it's how I have been doing things since I joined. :dunno

[davidzvi]

Ok, so I logged in using www.blueberryphoto.smugmug.com (http://www.blueberryphoto.smugmug.com) and was able to get in.

BUT now I can't go through any of my menus. I always have to go back to the main page with the above url, or click on the breadcrumbs (which I have hidden on some pages:wxwax).

As a former software developer I know (first hand) that you may not have intended to change this area. But some change has affected this function. This will be a major pain in navigate my own site while logged in if this can not adjusted.

I can take having to go to the full url to login, but not being able to navigate through my own site? Do I need to setup a logged in menu and not logged in menu? (not even sure how to go about that)

[Andy]

Ok, so I logged in using www.blueberryphoto.smugmug.com (http://www.blueberryphoto.smugmug.com) and was able to get in.

BUT now I can't go through any of my menus. I always have to go back to the main page with the above url, or click on the breadcrumbs (which I have hidden on some pages:wxwax).

As a former software developer I know (first hand) that you may not have intended to change this area. But some change has affected this function. This will be a major pain in navigate my own site while logged in if this can not adjusted.

I can take having to go to the full url to login, but not being able to navigate through my own site? Do I need to setup a logged in menu and not logged in menu? (not even sure how to go about that)

These should be relative links anyhow, so change 'em up:


<div id="navcontainer">
<ul>
<li><a href="http://www.blueberryphoto.com/">Home</a></li>
<li><a href="http://www.blueberryphoto.com/portfolio">Event Portfolio</a></li>
<li><a href="http://www.blueberryphoto.com/gallery/4211218">About/Contact</a></li>
<li><a href="http://www.blueberryphoto.com/gallery/4211218">Services</a></li>
<li><a href="http://www.blueberryphoto.com/client area">Client Area</a></li>
</ul>
<hr color="#00184E">
</div>

to


<div id="navcontainer">
<ul>
<li><a href="/">Home</a></li>
<li><a href="/portfolio">Event Portfolio</a></li>
<li><a href="/gallery/4211218">About/Contact</a></li>
<li><a href="/gallery/4211218">Services</a></li>
<li><a href="/client area">Client Area</a></li>
</ul>
<hr color="#00184E">
</div>

[davidzvi]

These should be relative links anyhow, so change 'em up:


<div id="navcontainer">
<ul>
<li><a href="http://www.blueberryphoto.com/">Home</a></li>
<li><a href="http://www.blueberryphoto.com/portfolio">Event Portfolio</a></li>
<li><a href="http://www.blueberryphoto.com/gallery/4211218">About/Contact</a></li>
<li><a href="http://www.blueberryphoto.com/gallery/4211218">Services</a></li>
<li><a href="http://www.blueberryphoto.com/client area">Client Area</a></li>
</ul>
<hr color="#00184E">
</div>

to


<div id="navcontainer">
<ul>
<li><a href="/">Home</a></li>
<li><a href="/portfolio">Event Portfolio</a></li>
<li><a href="/gallery/4211218">About/Contact</a></li>
<li><a href="/gallery/4211218">Services</a></li>
<li><a href="/client area">Client Area</a></li>
</ul>
<hr color="#00184E">
</div>

Thanks Andy, while not quite the same as I was doing things I may have found a benefit with it. In IE I seem to be able to have one tab working in www.blueberryphoto.com (http://www.blueberryphoto.com) displaying a client view while another tab displays www.blueberryphoto.smugmug.com (http://www.blueberryphoto.smugmug.com) with my view. Previously this would not work as both would be logged in or out.

[rickmurray1989]

Andy,

I have been a loyal SmugMug user for years and I have never complained about anything. However, I too have noticed the odd login behavior over the past few days. When I try to login from my normal URL (www.memoriesbymurray.com (http://www.memoriesbymurray.com)), I receive a black page that says to "click here if you are not redirected" and then it takes me back to my home page, where I do not appear to be logged in.

However, if I exit the browser window and return to my site (via www.memoriesbymurray.com (http://www.memoriesbymurray.com), not rickmurray.smugmug.com), then I am already logged in. This situation creates a potential security problem, particularly if a user happens to leave his/her computer thinking that they are not logged into their site. In this situation, it would be easy for an unauthorized user to make unwanted changes to a SmugMug site without the knowledge or approval of the site owner.

By the way, I have always been able to login via my custom URL until about 2 or 3 days ago, so something did change.

Thanks,

Rick

[mlee]

By the way, I have always been able to login via my custom URL until about 2 or 3 days ago, so something did change.

I've been experiencing the exact same issue for about 4-5 days now.

Mike

[mlee]

I've been experiencing the exact same issue for about 4-5 days now.

Mike

I take that back (to an extent), I'm now seeing the interstitial page rick was talking about (with the redirect) and if when it redirects me back to my main gallery page I refresh a few times (more than 2) with both FF and Safari it logs me in properly.

This is not the same as it's been the past few days where it just didn't work at all and you'd have to login at www.smugmug.com. But still I didn't have any of these problems logging in via my custom domain name (the login at the bottom) before this past week (and I've been a SM customer doing it this way since early 2007).

[rickmurray1989]

I take that back (to an extent), I'm now seeing the interstitial page rick was talking about (with the redirect) and if when it redirects me back to my main gallery page I refresh a few times (more than 2) with both FF and Safari it logs me in properly.

This is not the same as it's been the past few days where it just didn't work at all and you'd have to login at www.smugmug.com (http://www.smugmug.com). But still I didn't have any of these problems logging in via my custom domain name (the login at the bottom) before this past week (and I've been a SM customer doing it this way since early 2007).

Thanks for helping me confirm my sanity... I am still concerned about the possible security loophole if a user is using a public computer (e.g. a tradeshow kiosk). There have been many times over the years when I have traveled that I made site changes while on the road. Although I am usually meticulous about logging out, I would hate for someone to have open administrative access to my site without my knowledge.

Rick

[pescondo]

Funny, the exact thing has been happening to me. I thought an upgrade or some sort of maintenance was being performed and that I'd give it some time. I'll be watching for the resolution of this issue.

[affdigphotos]

Funny, the exact thing has been happening to me. I thought an upgrade or some sort of maintenance was being performed and that I'd give it some time. I'll be watching for the resolution of this issue.

I agree - something has been different the past several days...:scratch

[mlee]

Funny, the exact thing has been happening to me. I thought an upgrade or some sort of maintenance was being performed and that I'd give it some time. I'll be watching for the resolution of this issue.

And to me, it doesn't seem related to the previous login page change/upgrade where they removed the 'ad laden' interstitial page - which I didn't mind at all. These new issues seem to have just started within the past week, and this morning I just noticed the new interstitial page (which refreshes fairly fast).

I don't mind anything here, other than not being able to login how I've done it for the past two years.

[claudermilk]

I've recently run into this as well as some other issues. Oddly, if I click on my header graphic it usually works.

I don't ever remember seeing that you had to log in from smugmug.com, and never have for three years. I've only seen the issue for this thread in the last couple of weeks.

[Andy]

I've recently run into this as well as some other issues. Oddly, if I click on my header graphic it usually works.

I don't ever remember seeing that you had to log in from smugmug.com, and never have for three years. I've only seen the issue for this thread in the last couple of weeks.

This hasn't changed in forever:
http://www.smugmug.com/help/acctlogin
with a custom domain you must login from www.smugmug.com we've said this since day one of custom domains -it may have worked for some folks but we officially support logging in / out from www.smugmug.com thanks!

[affdigphotos]

These should be relative links anyhow, so change 'em up:

I need to do this too, I suppose, but I can't because I can't get to my control panel?!?

I am definitely logged in via www.smugmug.com. Then I click on Your Photos at the top of the main smugmug page and it takes me to my site - with no "owner" buttons, messages, etc. I can't do anything! :(

Edit - I uninstalled SmugManager (which wasn't working anyway on my Mac) and now everything works. Not sure if the two things were related or not, but anyway...

Edit again - I take it back -still not working (or only working at random apparently)...

Also did some threads about this get deleted/moved?

[timgangloff]

I can not log in with IE but have no problems with Chrome or Firefox using the bottom "log in" link.

I should also say that previously, I had no trouble with IE, so something has changed on smugmug's end as this appears to be a rather widespread issue.

[chuckinsocal]

I have to agree with John.

I have always been able to log in from my custom domain and now suddenly I can't and have to log in from http://chuckinsocal.SmugMug.com.

So here's the scenario: I'm browsing my site at www.socalimages.com and I see something that I want to change. Now I have to go to http://chuckinsocal.SmugMug.com or SmugMug.com, log in from there, then navigate back to the page I want to change.

It's just too awkward, clumsy and makes for extra work . I agree with anyone who says that what ever changed recently needs to changed back.

[Dbl]

Add me to the list as well, I posted on it a number of days back. Only in IE7. FF still works. I know Andy keeps saying it was never supported but in my 3 years here IT ALWAYS WORKED. Something changed.:scratch

[Andy]

Also did some threads about this get deleted/moved?
Consolidated here. We don't delete threads here on Dgrin. You can always find your posts, simply click on your name :D

[Andy]

Add me to the list as well, I posted on it a number of days back. Only in IE7. FF still works. I know Andy keeps saying it was never supported but in my 3 years here IT ALWAYS WORKED.
Guys, we know this :D Not denying that "it worked" for many of you. I does not change the fact of the supported behavior and method, however.
Something changed.:scratchWe can see this, too. Give us some time to see what's up.

[Andy]

needs to changed back.
Needs? We'll see. Folks, we're VERY careful about saying what is supported and not. I'm not saying that we won't see the old behavior return, but the fact is, the support method was & is different than you've been using.

We didn't intentionally change anything that would all of a sudden cause you angst. I don't love answering these posts :D There are a lot of pieces and moving parts to the custom domain stuff so give our Operations and Sorcerers some time to look at this.

Thanks.

[AFBlue]

Needs? We'll see. Folks, we're VERY careful about saying what is supported and not. I'm not saying that we won't see the old behavior return, but the fact is, the support method was & is different than you've been using.

We didn't intentionally change anything that would all of a sudden cause you angst. I don't love answering these posts :D There are a lot of pieces and moving parts to the custom domain stuff so give our Operations and Sorcerers some time to look at this.

Thanks.

This approach sounds more like the "user-support is #1" attitude for which SmugMug is known. In one of the other threads on this issue, the replys sounded more like, "well, we don't know why a much more convenient log-in method had been working for years (and we don't know why it went away), but we're going to repeat the party line and hope our customers will eventually shut up about this." Hopefully, that isn't what SM was trying to accomplish with the posts I've been reading, but that is the way it sounded to me.

The facts are: 1. For years, users have been able to log-in using the "Login" button at the bottom of their custom domain pages. 2. For some as yet unidentified reason, this option (feature) stopped working recently. 3. Users liked the "old way" and there is no doubt it was faster and far more convenient than the "officially supported way." 4. The old way apparently caused no problems for SmugMug or those problems would surely have been cited in one of the posts on this issue by now. 5. Users want it back.

Rather than take the harsh-sounding company line citing the "since day one" supported log-in policy, it would be far better user-relations and support for SM to look back, find out what changed (granting that the change was undoubtedly made for good reason and the log-in glitch was an unintended consequence) and once again allow users to log-in using the button at the bottom of their page. Whatever the cause, it should be abundently clear that SM's paying customers want that option/feature back.

How about some of that first-class SmugMug customer support on this one?

[Andy]

Rather than take the harsh-sounding company line citing the "since day one" supported log-in policy, it would be far better user-relations and support for SM to look back, find out what changed

Hi! We're doing this, or trying to :D I'm posting that we're doing this. I posted this very thing numerous times :D

I can't make any promises though, only that I'd love for all of you to be happy and thrilled again!

Give us some time, OK? But really, in the end, we need you guys to be able to login, so we point you to the officially supported help page stuff.

Still, I'd like it to "be the way it has been" so give us some time to figure out what's up.





Again, as far as we know right now, we've not changed anything intentionally to change this behavior.

Thanks!

[affdigphotos]

But really, in the end, we need you guys to be able to login, so we point you to the officially supported help page stuff.


OK, but I can't get it to work :( Or only at random anyway. I login at www.smugmug.com (or actually, it says I am already logged in - but if I logout and log back in nothing changes), click on Your Photos to go to my site (feature request - it would be nice if there was a control panel link right beside that...), but there are no owner tools buttons, etc on my homepage. My affdigphotos.smugmug.com automatically forwards to my custom domain, so I essentially can't go to affdigphotos.smugmug.com.

Sometimes, if I refresh my home page enough times, it shows the owner buttons. But more often than not, lately, I can't get to those controls AT ALL. :( So I basically can't do anything to/with my site unless I get lucky and they suddenly show up.

This is all using Firefox 3.05 for Mac

[Allen]

Something has changed. Browsing using nickname and logging in using footer
log in, it redirects to the first photo in gallery. Same with logging out,
redirected to first in gallery. It used to stick to wherever you where in a
gallery.

[Andy]

This is all using Firefox 3.05 for Mac
Try clearing your SmugMug cookies completely, close, reopen, and login at www.smugmug.com then go to your custom domain and refresh the page.

[affdigphotos]

Try clearing your SmugMug cookies completely, close, reopen, and login at www.smugmug.com (http://www.smugmug.com) then go to your custom domain and refresh the page.

Still doesn't work :( Refreshed lots of times.

Safari works, after 3 refreshes.

[DJKennedy]

I totally agree that SM changed something at some point in the last couple days regardless that the way we logged in was not officially supported or not - the change is causing headaches for your customers. We should NOT have to go to some other site in order to log in.

Not only am I now forced to go somewhere else to log in, now I have to dig through my galleries to get to the proper one. Most of the time when I log in Im at the exact page I want to change/add to - now several unnecessary steps are forced on us wasting our time. I do NOT log in with my nickname - I didnt pay extra to have the ability to use my own URL and not being able to got to my site using that domain if thats the case then lower my yearly rate.

No one from SM is admitting a change was made when the consensus indicates that something in fact had changed - and not to the better it seems.

Change is always good. Just ask the people at Microsoft.

[SPK64]

Without me spending the time to reading all 5 pages about the problem.

Which today I cannot login at all.

It has always been a PITA to login with the custom domain. Takes several times every time.

I go to Smugmug.com and it shows me logged in. Go to any of my pages and I am shown as logged out and it will not login.


What is the fix? I have work to do.

Already cleared the cache and cookies. Sounds like a problem at Smugmug is keeping us locked out.



I had to disable the redirect java script to get access to my site. I hope this is fixed soon. Makes it ugly and confusing having a custom domain and that not being presented that in the address bar for my users.

[rickmurray1989]

This approach sounds more like the "user-support is #1" attitude for which SmugMug is known. In one of the other threads on this issue, the replys sounded more like, "well, we don't know why a much more convenient log-in method had been working for years (and we don't know why it went away), but we're going to repeat the party line and hope our customers will eventually shut up about this." Hopefully, that isn't what SM was trying to accomplish with the posts I've been reading, but that is the way it sounded to me.

The facts are: 1. For years, users have been able to log-in using the "Login" button at the bottom of their custom domain pages. 2. For some as yet unidentified reason, this option (feature) stopped working recently. 3. Users liked the "old way" and there is no doubt it was faster and far more convenient than the "officially supported way." 4. The old way apparently caused no problems for SmugMug or those problems would surely have been cited in one of the posts on this issue by now. 5. Users want it back.

Rather than take the harsh-sounding company line citing the "since day one" supported log-in policy, it would be far better user-relations and support for SM to look back, find out what changed (granting that the change was undoubtedly made for good reason and the log-in glitch was an unintended consequence) and once again allow users to log-in using the button at the bottom of their page. Whatever the cause, it should be abundently clear that SM's paying customers want that option/feature back.

How about some of that first-class SmugMug customer support on this one?

Amen!

[mlee]

Amen!

From what I've seen on these threads over and over, the squeaky wheel gets the grease - so this will probably be taken care soon considering how many customers have stepped up to complain that they can no longer do something they've been doing for years.

Mike

[DJKennedy]

From what I've seen on these threads over and over, the squeaky wheel gets the grease - so this will probably be taken care soon considering how many customers have stepped up to complain that they can no longer do something they've been doing for years.

Mike

Well, the only SM person to comment was Andy - no one else has come in to say anything at all. Are they hiding something? I dont know - but we paying customers want the 'feature' returned.

Dont make a change for the sake of making a change (You listening Microsoft!?!) especially when it messes up the paying customers.

I for one would still like to hear what has happened - as despite what Andy has said, something has changed and it wasnt by us.

[Andy]

Well, the only SM person to comment was Andy - no one else has come in to say anything at all. Are they hiding something? I dont know - but we paying customers want the 'feature' returned.

Dont make a change for the sake of making a change (You listening Microsoft!?!) especially when it messes up the paying customers.

I for one would still like to hear what has happened - as despite what Andy has said, something has changed and it wasnt by us.Hi Derek, I'm not sure you're hearing me - I have alerted our engineers and ops. I have stated several times that a) we don't know what's up, and b) we didn't change anything intentionally to make the unsupported behavior stop working.

Why on earth would we hide something from you? You know darn well, we don't roll that way :deal

We'll get to the bottom of this, and report here when we have news. Please all, please, have patience.

[Andy]

I totally agree that SM changed something at some point in the last couple days regardless that the way we logged in was not officially supported or not - the change is causing headaches for your customers. We should NOT have to go to some other site in order to log in.

Not only am I now forced to go somewhere else to log in, now I have to dig through my galleries to get to the proper one. Most of the time when I log in Im at the exact page I want to change/add to - now several unnecessary steps are forced on us wasting our time. I do NOT log in with my nickname - I didnt pay extra to have the ability to use my own URL and not being able to got to my site using that domain if thats the case then lower my yearly rate.

No one from SM is admitting a change was made when the consensus indicates that something in fact had changed - and not to the better it seems.Sorry, this is incorrect. We (I) have said, yes, something's up - we don't know what it is. I've got Ops and Sorcery looking at it. I've posted this numerous times over the past couple of days.

Please, Derek, Please - patience, thank you. Read, and reread my posts in this thread, including my MOD EDIT in post #1. Thanks Derek, and sorry for the continued hassle. We really, really would appreciate your patience.

Again, I'm sorry about this situation with logging in - we're looking at it and it has attention in the company.

Thank you, Derek.

[DJKennedy]

Sorry, this is incorrect. We (I) have said, yes, something's up - we don't know what it is. I've got Ops and Sorcery looking at it. I've posted this numerous times over the past couple of days.

Please, Derek, Please - patience, thank you. Read, and reread my posts in this thread, including my MOD EDIT in post #1. Thanks Derek, and sorry for the continued hassle. We really, really would appreciate your patience.

Again, I'm sorry about this situation with logging in - we're looking at it and it has attention in the company.

Thank you, Derek.

:D

Ok ok ok ok ok - i need patience...I see now where my kid (doesnt) get his patience...I must have missed a post or 3 as I didnt get email updates.

I has patience. :thumb

[SPK64]

Any updates on this?

When I am logged in now any time my custom domain is used I am immediately shown as logged out and must manually re-type the address with the smugmug name.
All my menu's and links make use of the custom domain so they are useless for my own navigation and maintenance.

[jfriend]

Any updates on this?

When I am logged in now any time my custom domain is used I am immediately shown as logged out and must manually re-type the address with the smugmug name.
All my menu's and links make use of the custom domain so they are useless for my own navigation and maintenance.

You can fairly easily change all your menus and navigation to use relative links (instead of linking to "http://go.skactionpix.com/gallery/2433739", you would link to "/gallery/2433739") so whatever you start on (nickname.smugmug.com or yourcustomdomain.com), your navigation will preserve that and keep you there. It makes this problem not so hard to deal with.

[Andy]

Could you folks try logging in like you used to? Thanks :D

[jfriend]

Could you folks try logging in like you used to? Thanks :D Andy, that seems a little ingenuous and of absolutely no help in this thread. You know (from all the threads on the topic) that lots of folks USED to login with their custom domain and it used to work just fine. Now it doesn't and they are having to adapt to that change. If their site is set up with a navbar that doesn't have relative links, all of a sudden they can't navigate their site and stay logged in. Whether they were supposed to be doing it that way or not, that's how they were doing it and now things don't work that way any more. They would LOVE to do it the way they used to, but that doesn't work any more.

[Andy]

Andy, that seems a little ingenuous and of absolutely no help in this thread. How am I ingenuous? I've been working on getting this fixed and have done so. Yes - it should work fine, the way it used to.

1) go to custom name
2) click login
3) login
4) refresh page, you'll be logged in.

I have taken this issue very seriuosly and have tried to represent our SmugMug pros. Ingenuous? :rolleyes AFAIK you don't have a custom host name. Let's see if the others here have things back to the way they are.

Really, John - we appreciate your help for sure, but please....to call me ingenuous is ludicrous. Silly. Crazy. What the heck? I'm honestly speechless now.

[rickmurray1989]

Andy,

I tried your recommended login procedure (which is the same as before, but with the "refresh" added) and it worked just fine. Thanks for all of your help...

Rick

[Andy]

Andy,

I tried your recommended login procedure (which is the same as before, but with the "refresh" added) and it worked just fine. Thanks for all of your help...

Rick
w00p! Thanks :D

Sorry for the hassle over the weekend.

[jfriend]

How am I ingenuous? I've been working on getting this fixed and have done so. Yes - it should work fine, the way it used to.

1) go to custom name
2) click login
3) login
4) refresh page, you'll be logged in.

I have taken this issue very seriuosly and have tried to represent our SmugMug pros. Ingenuous? :rolleyes AFAIK you don't have a custom host name. Let's see if the others here have things back to the way they are.

Really, John - we appreciate your help for sure, but please....to call me ingenuous is ludicrous. Silly. Crazy. What the heck? I'm honestly speechless now.

Your comment that folks should "just login like they used to" was not helpful at all. They are trying to login like they used to and it doesn't work anymore. If they could do it like they used to, there wouldn't be a problem. I made no reference whatsoever to other things you are doing on this issue, I just thought that one comment was not helpful at all and a bit out of character. We don't have to debate this issue - I didn't think your comment was helpful so I said so and now I've explained myself.

[DJKennedy]

Andy,

I tried your recommended login procedure (which is the same as before, but with the "refresh" added) and it worked just fine. Thanks for all of your help...

Rick

I too have tried and it's working like it used to. A heartfelt thank you, eh?

[Andy]

Your comment that folks should "just login like they used to" was not helpful at all. They are trying to login like they used to and it doesn't work anymore. If they could do it like they used to, there wouldn't be a problem.

Hello John, ouch, I'm really sorry - but it's fixed - so I'm asking folks with custom hostnames to go and do like they've always done, before this issue arose.

This is why I posted and asked folks to login. I thought it was pretty simple - seems to be simple to me.

It's fixed. I want them to validate it. I thought my request was pretty clear, I'm sorry you feel the way you do :( I will try to be more clear in the future.

[Andy]

I too have tried and it's working like it used to. A heartfelt thank you, eh?
w00p :D Peameal Bacon's on me :deal

[affdigphotos]

Works great now - thanks!!! :thumb:thumb:thumb

[Andy]

Works great now - thanks!!! :thumb:thumb:thumb
w00p :thumb

Sorry for the hassle this past weekend!

[jfriend]

Hello John, ouch, I'm really sorry - but it's fixed - so I'm asking folks with custom hostnames to go and do like they've always done, before this issue arose.

This is why I posted and asked folks to login. I thought it was pretty simple - seems to be simple to me.

It's fixed. I want them to validate it. I thought my request was pretty clear, I'm sorry you feel the way you do :( I will try to be more clear in the future.

Ahh, missed the piece of information that you had changed anything. I don't think you mentioned that.

If you'd said: "We think we've fixed it - try logging in the way you used to", your intent would have been clear. I obviously thought something different. Anyway, glad you guys fixed it. Sorry for the misunderstanding.

[SPK64]

Could you folks try logging in like you used to? Thanks :D

Mine now works again. :clap Still have to refresh but I have learned to live with that.

Thanks for getting this taken care of!

[SPK64]

You can fairly easily change all your menus and navigation to use relative links (instead of linking to "http://go.skactionpix.com/gallery/2433739", you would link to "/gallery/2433739") so whatever you start on (nickname.smugmug.com or yourcustomdomain.com), your navigation will preserve that and keep you there. It makes this problem not so hard to deal with.

Thanks for the tip. I have made the change for the future.

[mlee]

How am I ingenuous? I've been working on getting this fixed and have done so. Yes - it should work fine, the way it used to.

1) go to custom name
2) click login
3) login
4) refresh page, you'll be logged in.

I have taken this issue very seriuosly and have tried to represent our SmugMug pros. Ingenuous? :rolleyes AFAIK you don't have a custom host name. Let's see if the others here have things back to the way they are.

Really, John - we appreciate your help for sure, but please....to call me ingenuous is ludicrous. Silly. Crazy. What the heck? I'm honestly speechless now.

Works again, exactly like before. Thanks so much for listening to your customers!

Mike

[AFBlue]

How am I ingenuous? I've been working on getting this fixed and have done so. Yes - it should work fine, the way it used to.

1) go to custom name
2) click login
3) login
4) refresh page, you'll be logged in.
. . . .


Well, this works for me on IE (but, refreshing the page wasn't necessary the "old way"). However, under FF (and, yes, I've cleared the FF cache & cookies), it doesn't work for me. What I have to do in FF is: 1. Login from my custom page (this takes me to https://secure.smugmug.com/login.mg). 2. I get a screen showing "If you are not redirected automatically, please click here. (http://beautyofnaturephotography.com/)" No redirection happens, so I "click here," which takes me back to my home page (where I had tried to log-in in the first place. 3. If I click on SmugMug at the bottom of my page (where is says "
Powered by SmugMug (http://www.smugmug.com/) | Login (https://secure.smugmug.com/login.mg?goTo=http%3A%2F%2Fbeautyofnaturephotograp hy.com%2F) | Shopping Cart (https://secure.smugmug.com/cart) | Portions © 2009 SmugMug, Inc." I am transported to http://www.smugmug.com/ where I discover that I am logged in and can select "Your Photos" to finally get to my home page.
For me, under FF, using the "officially supported" method takes far less time that this clunky method. So, from my experience, the "fix" (and I put it in quotes because the refresh page didn't used to be needed) works with IE, but isn't a fix at all with FF.

[Andy]

but isn't a fix at all with FF.
Hm strange, it works for me on your site fine in FF.

Let' try this.

1) Completely clear SmugMug Cookies in Firefox.
2) completely clear your cache.
3) close FF
4) open FF
5) go to http://beautyofnaturephotography.com
6) click 'login' at bottom of page
7) login w/ your email address and password
8) on the next screen click 'page I was viewing'
9) you are or should now be at http://beautyofnaturephotography.com
10) refresh the page.

:ear

[AFBlue]

1) Completely clear SmugMug Cookies in Firefox. Done
2) completely clear your cache. Done
3) close FF Done
4) open FF Done
5) go to http://beautyofnaturephotography.com Done
6) click 'login' at bottom of page Done
7) login w/ your email address and password Done
8) on the next screen click 'page I was viewing' I do not get this option on the next page. The next screen shows only "If you are not redirected automatically, please click here. (http://beautyofnaturephotography.com/)" No redirection happens, so I "click here," which takes me back to my home page
9) you are or should now be at http://beautyofnaturephotography.com Nope
10) refresh the page. Not applicable
:dunno

[DrDavid]

Ahh, missed the piece of information that you had changed anything. I don't think you mentioned that.

If you'd said: "We think we've fixed it - try logging in the way you used to", your intent would have been clear. I obviously thought something different. Anyway, glad you guys fixed it. Sorry for the misunderstanding.
I read that same "Try to login again" line, and immediately understood it to mean that it was fixed. I have no idea why there are so many pessimists on here!?!

David

[Andy]

No redirection happens, so I "click here," which takes me back to my home page

so you're at http://beautyofnaturephotography.com/ and at this point you should refresh the page.

Perhaps you're not allowing 3rd party cookies on FF?

[Dbl]

It worked great for me as well. Thanks Andy I do appreciate you listening to a number of us with the issue.:clap

[AFBlue]

so you're at http://beautyofnaturephotography.com/ and at this point you should refresh the page.

Perhaps you're not allowing 3rd party cookies on FF?

:thumb Thought I had that covered in IE AND FF, but didn't. Works (with the page refresh) under FF now.

[Andy]

It worked great for me as well. Thanks Andy I do appreciate you listening to a number of us with the issue.:clap
W00000p! :clap

[Andy]

:thumb Thought I had that covered in IE AND FF, but didn't. Works (with the page refresh) under FF now.
:clap :clap