Smug can't do video anymore

[thesuppherosarekillingme]

i'M gonna pull my hair out with another weak support email, "la la la if you have any other questions please contact us" when they never answer the first one.

I have 32 hd mp4 files to upload an most have failed. This has gone on for 3 days now and smug video support really has no idea what works on their own system and what does not. I even provided a test file that they were not able to figure out why it failed..they just said to convert it.

I HAVE DONE OVER 100 OF THESE THE EXACT SAME WAY SINCE JULY 09 AND NOW MOST FAIL AND THE FEW THAT DO FINALLY COME UP TAKE OVER 4 HOURS FOR A 9.5/560MEG CLIP...PATHETIC!

WITHOUT A PHONE NUMBER AND REAL SUPPORT THIS IS CERTAINLY NOT A PRO SERVICE.

Anyone want the real bogus story here, pm me.

SMUGMUG HAS WASTED MY LIFE SINCE SATURDAY!

[phototristan]

Hi,

I see that you have emailed us and we have answered you directly via our helpdesk. I apologize for the delay in processing videos. I have alerted our engineers so that they can look into it.

Looking at your upload log, I see that you have successfully uploaded a whole bunch of videos last night.

[Andy]

Hi, I'm the guy that's responsible for all of our Support Heroes. I'm sorry that we've caused you difficulties over the past few days - I've taken over your ticket and I'm going to have someone contact you today by phone to try and work out what's gone awry. It's certainly possible that we've done something that is causing this, and if that's the case we want to fix it as soon as possible.

Stay tuned, we'll be in touch. Thanks.

- Andy

[Baldy]

Hi thesuppherosarekillingme,

Ouch, I read through your support ticket and found what we think is the issue. I upload a lot of HD videos, so I can imagine how frustrating this is.

The issue is we've made some changes to the way videos are processed and somehow we didn't notice that the changes we made caused them to process in a single thread (one processor), which made the processing time much longer. Your videos are both long and HD, so you noticed the problem that we should have noticed before we figured it out.

We have a fix in testing right now and hopefully it will go live shortly.

Fwiw, I know this probably doesn't affect you, but video rotation should go live at the same time.

I called and left voicemail plus my cell phone number.

I'm really sorry for the grief we caused you.

All the best,
Chris

[ChancyRat]

You Smuggies are the bestest.

[jmetteer]

Any news on this?

I uploaded 8 videos this morning and they have not showed up yet. I am not getting the "processing image" thumbnail or anything. One of them shows that it had an error but the others show nothing.

For the time being I have resorted to uploading them to facebook, the horror. :D

They were going in this gallery. (http://jmetteer.smugmug.com/Motorcycles/2010-OFF-ROAD-RIDES/10-06-22-KTM-DEMO-DAY-AT-MT)

Thanks for everything you guys do. :clap

Later,

[Andy]

Any news on this?

I uploaded 8 videos this morning and they have not showed up yet. I am not getting the "processing image" thumbnail or anything. One of them shows that it had an error but the others show nothing.

For the time being I have resorted to uploading them to facebook, the horror. :D

They were going in this gallery. (http://jmetteer.smugmug.com/Motorcycles/2010-OFF-ROAD-RIDES/10-06-22-KTM-DEMO-DAY-AT-MT)

Thanks for everything you guys do. :clap

Later,
Hi, videos are uploading and processing fine on the site. I'm sorry you had trouble... here's an error in your log:

http://jmetteer.smugmug.com/homepage/uploadlog.mg please write our Support Heroes (http://www.smugmug.com/help/emailreal) and we'll help you from the help desk, thanks.

[jmetteer]

Hi, videos are uploading and processing fine on the site. I'm sorry you had trouble... here's an error in your log:

http://jmetteer.smugmug.com/homepage/uploadlog.mg please write our Support Heroes (http://www.smugmug.com/help/emailreal) and we'll help you from the help desk, thanks.


Yeah that is the error I mentioned in my post...

I will try to upload them all again.

Later,

[10012]

Any news on this?

I uploaded 8 videos this morning and they have not showed up yet. I am not getting the "processing image" thumbnail or anything....
Thanks for everything you guys do. :clap

Hi, I'm wondering if this is resolved? I seem to be having the exact same problem since at least yesterday. No "processing image" thumb, and no videos showing up in the upload log, as errors or otherwise.

They're short clips, original format is HD, H.264, AAC.

My last successful video upload was this one:
http://10012.smugmug.com/Motorcycles/2010-05-Mobius-5/2010-05-Mobius-5-1446/909861531_Hyr3Y-S.jpg (http://10012.smugmug.com/Motorcycles/2010-05-Mobius-5/12138221_hfBxx#909861531_Hyr3Y-A-LB)
uploaded on 2010-06-22 07:05:45 PST
Complete in 1714s

Nothing (video) successfully since. I thought I'd uploaded some yesterday, but I can't be 100% sure. :dunno I definitely uploaded a batch this morning, though.

The Mobius Trip RR (http://www.advrider.com/forums/showthread.php?p=13307316#post13307316) is stalled out for the time being. :cry

[Andy]

Hi, I'm wondering if this is resolved? I seem to be having the exact same problem since at least yesterday. No "processing image" thumb, and no videos showing up in the upload log, as errors or otherwise.

They're short clips, original format is HD, H.264, AAC.

My last successful video upload was this one:
http://10012.smugmug.com/Motorcycles/2010-05-Mobius-5/2010-05-Mobius-5-1446/909861531_Hyr3Y-S.jpg (http://10012.smugmug.com/Motorcycles/2010-05-Mobius-5/12138221_hfBxx#909861531_Hyr3Y-A-LB)
uploaded on 2010-06-22 07:05:45 PST
Complete in 1714s

Nothing (video) successfully since. I thought I'd uploaded some yesterday, but I can't be 100% sure. :dunno I definitely uploaded a batch this morning, though.

The Mobius Trip RR (http://www.advrider.com/forums/showthread.php?p=13307316#post13307316) is stalled out for the time being. :cry
Hi, please write our Support Heroes (http://www.smugmug.com/help/emailreal) and we'll help you from the help desk. Thanks.

[ChancyRat]

FYI, I also had multiple fails yesterday (6/27) afternoon, both high-def and plain mpeg. Simple and Olde Faithful, about 15 tries each. Nothing uploaded. Will try again tonight. joinrats.com

[SamirD]

I've had intermittant problems with non-hd videos (480p) that I've uploaded for years. I get a message in the log that either it "tried to convert 10 times and failed" or that "number of bytes received was less". I've seen this from two different ISPs and about 4 different computers that normally work fine. I had to upload a 20mb file 5 times today before it took. Check out my upload log for the failed ones and then compare that file name with all entries in the log and you'll see the pattern.

[Alan M. Carroll]

I am having this problem as well. Short (~10 sec, ~10M) clips fail to upload. I used "Olde Faithful" and it appears to upload just fine (no errors) yet there is no record of them in the upload log (no success, no failure) and they do not show up in the gallery. I have tried uploading 5 or 6 times, various clips, with the same result. I uploaded two photographs in the middle of this and those went fine.

[Andy]

I am having this problem as well. Short (~10 sec, ~10M) clips fail to upload. I used "Olde Faithful" and it appears to upload just fine (no errors) yet there is no record of them in the upload log (no success, no failure) and they do not show up in the gallery. I have tried uploading 5 or 6 times, various clips, with the same result. I uploaded two photographs in the middle of this and those went fine.

Hi, sorry for any trouble! Please write our Support Heroes (http://www.smugmug.com/help/emailreal) with details and we'll help you from the help desk, thanks!

[ChancyRat]

Could those having problems watch to see if your internet connection is dropping? Andy told me to check with the help desk which I haven't had a chance to do yet, but I'm just curious if those of us with this problem might also be sharing an internet connection problem. My internet was dropping within 10 secs or so of the upload process.

[Alan M. Carroll]

Not here. I uploaded one 170M video and it spent 10 minutes or so gradually filling the upload progress bar. If the internet connection "dropped" I should see either the upload stall, or an error message.

[SamirD]

No problems here with Internet even though the log suggested it. I have 4 connections at my disposal as well as multiple computers--same intermittent issue. Something has been broken again. :cry

[jmetteer]

Still having the same problem, have tried re-encoding, and even sent files to the support heroes. Some files work and sometimes the same file will error out, totally random. I just tried to upload another HD video and it completed normally on my end but poof gone into a black hole somewhere on the interweb. No error in the error log, nothing. I also tried files that uploaded normally last month, now they won't.

I have gone through the support heroes and "An engineer should be looking at this issue soon."

I was hoping the latest upgrade to HD for power users would have fixed the issue. I have some nice HD footage that would be fun to share.

I had no problems for 6 months, now video from 2 different cameras, codecs, and formats no longer work.

Hope to get this resolved soon...

Later,

[docwalker]

Hi guys, it would REALLY help us if you would contact us directly on the help desk when you have uploading issues. We need to see your upload log, get traceroutes, and see the files you are uploading. That is not something that is handled well via the help desk. I uploaded videos yesterday testing for a customer and had multiple successes. The failures I had were known issues with the videos themselves. So I am not sure what might be happening with yours. The more data I can collect the better.

[ChancyRat]

Hi guys, it would REALLY help us if you would contact us directly on the help desk when you have uploading issues. We need to see your upload log, get traceroutes, and see the files you are uploading. That is not something that is handled well via the help desk. I uploaded videos yesterday testing for a customer and had multiple successes. The failures I had were known issues with the videos themselves. So I am not sure what might be happening with yours. The more data I can collect the better.

Thank you, Doc. I opted first to upgrade FF and Adobe Reader and my system (all recent updates, but still, updates). The .mpg video that wouldn't upload is now currently in the queque on the first try, here:
http://www.joinrats.com/RatsAreHystericallyFunny/Hysterical/11566291_dy7KS#907828559_YbK5Q
I hope I'm not premature but it appears whatever was going on, has gone.

EDIT 7/4, 7:27 am pdt - all failed after 10 tries. So before bed last night, I put 4 new videos to upload, this morning the same thing, tried 10 times each and failed. I did direct a request for help to the email address but the answer that came back directed me to the help site, which I've already taken into account.

[ChancyRat]

Thank you, Doc. I opted first to upgrade FF and Adobe Reader and my system (all recent updates, but still, updates). The .mpg video that wouldn't upload is now currently in the queque on the first try, here:
http://www.joinrats.com/RatsAreHystericallyFunny/Hysterical/11566291_dy7KS#907828559_YbK5Q
I hope I'm not premature but it appears whatever was going on, has gone.

I spoke too soon. it took more than 5 hours to tell me it failed with trying 10 times. It had appeared to upload properly (no connection loss), the processing thumbnail did appear, but ultimately failed.

[Utahcamera]

Absolutely my PROBLEM!!!! I have been trying to get a *.m4v file uploaded (5,400kb) for TWO DAYS. YOU DUMP IT AFTER HOURS OF WAITING WITH NOT SO MUCH AS A KISS MY LEG!! Yes I know I typed that in CAPS!

Are you folks getting out of the video business? This is frustrating beyond belief!! Your "pro's" are very helpful pointing me to your help page. I have done this many many times on SmugMug what is wrong now??

If your "Pro's" can tell me something is jacked in the "log" then why don't you have the courtesy to let ME know so I don't wait HOURS only to have the file just disappear!

Yes, I'm upset. This should NOT be an issue at this stage of the game. I don't see the word BETA anywhere on your site. I should not have to jack with the small video for TWO days!!!

Yes, I love your site, but I can not put up with this much longer. You won't miss one user in any case, but I'll feel better. Believe it or not I have better things to do with my time that watch the water come to a boil.

[jmetteer]

Hi guys, it would REALLY help us if you would contact us directly on the help desk when you have uploading issues. We need to see your upload log, get traceroutes, and see the files you are uploading. That is not something that is handled well via the help desk. I uploaded videos yesterday testing for a customer and had multiple successes. The failures I had were known issues with the videos themselves. So I am not sure what might be happening with yours. The more data I can collect the better.

My helpdesk number is 65909...

I tried again this morning to upload videos, different resolution this time.

I used the old faithful uploader, didn't stay home to watch them complete but they are not there and no errors in the log.

Later,

[Utahcamera]

My helpdesk number is 65909...

I tried again this morning to upload videos, different resolution this time.

I used the old faithful uploader, didn't stay home to watch them complete but they are not there and no errors in the log.

Later,
Amen jmetteer...... Smugmug seems to believe this is "user error". I have had this same issue for THREE days! If they would just say, "hey guys/gals it does not work or were having some problems it would help: however we just get referred to the HELP page. OR, if they would just throw up the same log message they can read at least I would have a real clue as to what is causing the video to disappear with NO message. It's not building my confidence in the site to say the least.

[Utahcamera]

Hi guys, it would REALLY help us if you would contact us directly on the help desk when you have uploading issues. We need to see your upload log, get traceroutes, and see the files you are uploading. That is not something that is handled well via the help desk. I uploaded videos yesterday testing for a customer and had multiple successes. The failures I had were known issues with the videos themselves. So I am not sure what might be happening with yours. The more data I can collect the better.
Doc, with all due respect all your help desk is look at the log and say, "I see a problem". Heaven knows what they see and they are sure not telling us users.

[phototristan]

Sorry everyone. We are currently investigating these video issues. The information has been given to the right people so rest assured, it's being looked at.

At the helpdesk, we do our best to collect the data about any issue from those that write in and get it directly to the person (or people) here at SmugMug best to solve the problem. This can mean that we don't have further details right at the moment but please know that the issue is definitely being worked on!