Issue with email invitations

[greenpea]

I had received a few emails from people stating that they could not view my emails invitations. When I dug into the problem a little deeper I realized that all of these people were using the comcast webmail interface. I have a comcast account so I was able to tested this.

I found out that the invitations don't show up and their doesn't appear to be any way to view the message. What you get is something that says:

Attachment 1: multipart/alternative (not viewable)

I do NOT believe this is a smugmug bug, and I don't expect a fix from smugmug. I believe this to be a comcast bug and I will contact comcast tech support and request a fix (but I doubt they will ever fix it). However I thought I should post this just in case anyone else runs into this problem.

[mkress65]

I got a message from my mother-in-law that she was not able to view the email (actually, she said it contained "junk" and she deleted it) on her AOL account. Seems like it could be broader than Comcast.

[imageinc]

I read my email with Mutt, which displays the MIME tree as a tree, and may help in diagnosing this, if it's actually a problem.

Would someone send me an invite (jra@baylink.com)?

[mkress65]

I read my email with Mutt, which displays the MIME tree as a tree, and may help in diagnosing this, if it's actually a problem.

Would someone send me an invite (jra@baylink.com)? <-- Done

[greenpea]

I got a message from my mother-in-law that she was not able to view the email (actually, she said it contained "junk" and she deleted it) on her AOL account. Seems like it could be broader than Comcast.

My mother also uses AOL and she said she didn't have any problem reading the email, and it didn't get tagged as junk either.

[mkress65]

My mother also uses AOL and she said she didn't have any problem reading the email, and it didn't get tagged as junk either.

Just to be clear, it didn't get tagged as junk, she said it contained "junk". She deleted it before I asked her to send it to me so I don't know what it contains. I'll try sending her another one and see what she gets (and have her send it to me if its bad.)

[imageinc]

Well, it arrived here as a standard (looking, anyway :-) MIME Multipart/Alternative message body, which Mutt 1.2.5 had no trouble parsing; both the HTML and text/plain versions of the message body look ok rendered, and the HTML mail body likewise looks ok.

I concur with the original diagnosis, Comcast's webmail interface is parsing MIME messages incorrectly. "Comcastic" == broken.

[greenpea]

Comcast seems to have a encoding/decoding problem.

On the comcast webmail interface there is a [View Source] link for emails. Clicking on that link shows the source of the email. In the case of the smugmug gallery invite email, it appeared to be base64 encoded. I ran the email through this (http://makcoder.sourceforge.net/demo/base64.php) base64 encoder/decoder and it confirmed that the correct HTML is in fact coming though its just ending up in the inbox as a base64 encoded message that it doesn't know what to do with.

[imageinc]

Inspecting further I see that yes, they *are* using Content-Transfer-Encoding: base64 for both parts of the message.

I'm not sure that's necessary, and clearly, it's causing at least *some* breakage...

Andy: the implementor of that feature may want to revisit the decision to flip the base64 switch -- if in fact that was chosen purposefully.

[PhotoPsych]

I have made numerous attempts to "share" photos with both myself (as a test) as well as others. In virtually every instance the following text is sent followed by a long string of numerals and digits. No image, no other recognizable statements.


"Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: base64"

This has proven quite frustrating, since the feature appears very useful but thus far I have had no success. Any suggestions would be appreciated. I attempted to send from Firefox to my AOL account, From AOL to AOL, etc. No luck so far, same result. Perhaps someone could have a look at my site and see if something is causing this problem?

http://karl-tepfer.smugmug.com/

[Andy]

I have made numerous attempts to "share" photos with both myself (as a test) as well as others. In virtually every instance the following text is sent followed by a long string of numerals and digits. No image, no other recognizable statements.


Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: base64

This has proven quite frustrating, since the feature appears very useful but thus far I have had no success. Any suggestions would be appreciated. I attempted to send from Firefox to my AOL account, From AOL to AOL, etc. No luck so far, same result. Perhaps someone could have a look at my site and see if something is causing this problem?

Karl-Tepfer.smugmug.comCan you tell us more, is this via AOL's Openride, or other sofware? How about if you access your email through AOL's web interface?

[greenpea]

Can you tell us more, is this via AOL's Openride, or other sofware? How about if you access your email through AOL's web interface?

Hey Andy, wanted to get my peice in for the comcast customers (who make up a bunch of my customers).

When I sent and invite to my comcast webmail account, as I said earlier it says "Attachment 1: multipart/alternative (not viewable)" but when I view the source of the email I get this (hope it helps) which can be run through a base64 decoder (http://makcoder.sourceforge.net/demo/base64.php) to convert it to the HTML version that should show up...

Received: from sjl1-web1.smugmug.net.smugmug.com (admin1.smugmug.net[63.81.134.30](untrusted sender))
by rwcrmxc14.comcast.net (rwcrmxc14) with ESMTP
id <20070205194059r1400ql65ne>; Mon, 5 Feb 2007 19:40:59 +0000
X-Originating-IP: [63.81.134.30]
Received: from sjl1-web1.smugmug.net.smugmug.com (localhost.localdomain [127.0.0.1])
by sjl1-web1.smugmug.net.smugmug.com (8.12.11/8.12.11) with ESMTP id l15JewrO029538
for <a.gorohoff@comcast.net>; Mon, 5 Feb 2007 11:40:58 -0800
Received: (from apache@localhost)
by sjl1-web1.smugmug.net.smugmug.com (8.12.11/8.12.11/Submit) id l15Jewe3029536;
Mon, 5 Feb 2007 11:40:58 -0800
Date: Mon, 5 Feb 2007 11:40:58 -0800
Message-Id: <200702051940.l15Jewe3029536@sjl1-web1.smugmug.net.smugmug.com>
To: test <a.gorohoff@comcast.net>
Subject: test
From: Andrew Gorohoff <andrew_gorohoff@hotmail.com>
MIME-Version: 1.0
Content-Type: multipart/alternative; boundary = 111532395745c7884a9b4ec2.43153685
This is a MIME encoded message.
--111532395745c7884a9b4ec2.43153685
Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: base64
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Content-Transfer-Encoding: base64
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--111532395745c7884a9b4ec2.43153685--

[mkress65]

I just did another test w/ my mother in law on AOL. She said that she received "junk" (like 2 posts up I'm assuming) and forwarded the email back to me. However, what I received back looked like a standard SmugMug invitation w/ a picture, the Smuggy logo and an invitation to click on a link for more photos.

Granted, she could have been saying that the picture itself was junk, but since the first picture I sent was of her grandaughter, I doubt it. :D

I've asked her to check her email via AOL's website -- we'll see if that works any differently and I'll post something here.

Is this a commonly encountered / well documented problem w/ AOL?

[greenpea]

I just did another test w/ my mother in law on AOL. She said that she received "junk" (like 2 posts up I'm assuming) and forwarded the email back to me. However, what I received back looked like a standard SmugMug invitation w/ a picture, the Smuggy logo and an invitation to click on a link for more photos.

Granted, she could have been saying that the picture itself was junk, but since the first picture I sent was of her grandaughter, I doubt it. :D

I've asked her to check her email via AOL's website -- we'll see if that works any differently and I'll post something here.

Is this a commonly encountered / well documented problem w/ AOL?

In the problem that I am seeing with the comcast webmail, the smugmug invite only looks problematic in the comcast interface, when I forward that same smugmug invite I received at my comcast address to my hotmail or gmail account it looks fine.

[greenpea]

The comcast tech support person I am working with wants to know what operating system and program is being used to send the email invitations. I figure the smugmug email invitations are probably an entirely in house developed thing, but any information I can provide him with would be appreciated.

EDIT:
Nevermind. The comcast support person said he doesn't need the above requested info anymore. They are looking into it more deeply at their end.

[Andy]

The comcast tech support person I am working with wants to know what operating system and program is being used to send the email invitations. I figure the smugmug email invitations are probably an entirely in house developed thing, but any information I can provide him with would be appreciated.

EDIT:
Nevermind. The comcast support person said he doesn't need the above requested info anymore. They are looking into it more deeply at their end.Let us know what they say, thanks.

[greenpea]

Here is the last request that I got from the comcast support person...


No need to inquire about the OS and email program used now. Since this person is using the Send Email feature within SmugMug, their OS is not causing the issue here and they are likely not using an email client at all since the email is composed within the SmugMug site.

To help with investigating this issue further, can you log into your SmugMug account and use this send email feature to send an email to my address so I can see what you are seeing? Or inquire if your friend can send a sample email to my address if you don't have an account there. This way, I'll have a copy to send to the webmail team to investigate further and look into resolving this. Chances are that you may be correct with the base 64 encoding being part of the issue but once I get a sample of one of these emails, we can dig deeper to find the issue.

Thanks


I sent him a smugmug gallery invite, and now I am waiting to hear back from him.


EDIT: Another update from the comcast people


Just letting you know that I received the email example and am seeing the same thing you mentioned above (e.g. Comcast webmail does not display it but forwarding to a Hotmail account does make it visible). I've sent this up to the webmail team to investigate and will follow up with you when I receive any new info.

[papajay]

Here is the last request that I got from the comcast support person...



I sent him a smugmug gallery invite, and now I am waiting to hear back from him.


EDIT: Another update from the comcast people

I am using comcast as my ISP, and IE6.

My email share recipients at aol and netzero are reporting receiving the same junk. Do we really know this a comcast problem for sure, or is there still a possiblity that it is an original source (SmugMug) problem?

Whatever the answer...it's not a feature I can trust to use without alienating recipients (already have...got emails and phone calls...and I am not a PRO trying to sell my photos...ouch!..that would be terrible, I'm sure).

[imageinc]

I had asked, and it got buried and not replied to...

Andy: is there some reason they feel they *need* to Content-Transfer-Encode as base64? I didn't see anything in the messsage bodies that ought to require it...

[Andy]

I had asked, and it got buried and not replied to...

Andy: is there some reason they feel they *need* to Content-Transfer-Encode as base64? I didn't see anything in the messsage bodies that ought to require it...I have no idea, and it's absolutely not possible for me personally to answer every single question on Dgrin. The engineers watch and read all of these threads, I point them to them, and if there's improvements to be made, they will make them for sure. It's how our site has gotten to where we are today - through incredible cusotmer input.

[imageinc]

I'm speechless.

[Andy]

I'm speechless.
So am I. Imageinc, I don't have time for Private Message games. You see how many posts I make here on Dgrin, how many people we help. You are making it so I can help less people when you PM me with things like this.


Your capability for replying to the wrong part of what I have to say, providing no useful information, and then telling me how great support is continues to astound me.

You clearly have a *bug* in a newly implemented feature. I clearly have a solution, or at least a reasonable workaround. You're clearly blowing me off, again.

Imaginc, we carry on in the forums, that's what they are for.

I don't blow anyone off, you've only been here a short while. Why not take a breath, have a look at our track record of being responsive to fair, levelheaded, and courteous customer feedback, bug reports, suggestions, gripes and beefs.

We won't be bullied by anyone - and that includes a paying customer. Continue, and I'll ask you to take your Dgrin and SmugMug account elsewhere.

But I'd rather have you as a a customer though.

Now, to directly answer your question.

I. Don't. Know.

Whether you choose to believe that our engineers, CEO, and product manager read this info, and process it, take all suggestions to heart, improve our product, fix bugs, and more, that's up to you.

Enough with the nonsense- let's move on to improving SmugMug, discussing photography and things photographic, and handling customer support issues.

Are you in, or out?

[Mike Lane]

I'm speechless.Dear lord, please let this be the truth.

[greenpea]

Just thought I would say that I still haven't heard anything from Comcast yet.

The tech support person at Comcast did feel as though the issue needed to be looked at by Comcast's engineers, and he promised me he would let me know as soon as they figure out anything.

If I do hear anything back from comcast, I will post back to this thread.

Has anyone else contacted comcast tech support? or AOL tech support?

[mkress65]

Just thought I would say that I still haven't heard anything from Comcast yet.

The tech support person at Comcast did feel as though the issue needed to be looked at by Comcast's engineers, and he promised me he would let me know as soon as they figure out anything.

If I do hear anything back from comcast, I will post back to this thread.

Has anyone else contacted comcast tech support? or AOL tech support?
I have not yet contact AOL tech support on behalf of my mother in law -- I've asked her to forward the "junk" part of the email to me and then I'll probably either contact AOL or have her do so.

EDIT: for whatever its worth, I've checked this issue in Gmail, hotmail, yahoo and comcast; I am only having the problem in the web based Comcast reader. The others come through just fine, both at their website as well as in Thunderbird. I also reported this in the bug report thread to make sure that the issue didn't get lost in case this thread became inactive.

[Andy]

I am using comcast as my ISP, and IE6.

My email share recipients at aol


OK so here's the deal with AOL. Webmail works fine, but the AOL proprietary email shows garbage.

I'm seeing what can be done on our end to make it look good for the AOL client software users, too.

Stay tuned.... and thanks for your patience, all!

[mkress65]

EDIT: for whatever its worth, I've checked this issue in Gmail, hotmail, yahoo and comcast; I am only having the problem in the web based Comcast reader. The others come through just fine, both at their website as well as in Thunderbird. I also reported this in the bug report thread to make sure that the issue didn't get lost in case this thread became inactive.
I spoke too soon. I actually receive nothing at all at Hotmail. Not even an empty email. I'm sure this is a known issue though, I just didn't double check in Hotmail before posting the above and didn't want to give false information.

[Andy]

I spoke too soon. I actually receive nothing at all at Hotmail. Not even an empty email. I'm sure this is a known issue though, I just didn't double check in Hotmail before posting the above and didn't want to give false information.I am sorry you are having trouble with your Hotmail email shares. I will help. Send your email addy to me, ATTN: Andy to our help desk, we'll send you a test email to your hotmail. Hotmail was tested fine by us, thoroughly. Perhaps there's a setting for you to check? Did you look in your spam folder?

[mkress65]

I am sorry you are having trouble with your Hotmail email shares. I will help. Send your email addy to me, ATTN: Andy to our help desk, we'll send you a test email to your hotmail. Hotmail was tested fine by us, thoroughly. Perhaps there's a setting for you to check? Did you look in your spam folder?

1) I checked the spam filter, it is not there
2) I sent 2 test invitations several hours apart, neither have arrived in my inbox or spam filter
3) I sent 1 test message from my gmail account to hotmail and it arrived within seconds.

I will send my hotmail email address to the Helpdesk.

[Andy]

Has anyone else contacted comcast tech support? or AOL tech support?

Keep on Comcast, please - it really helps when it's a customer writing them, versus us. I've lobbed an email their way, too.

AOL - we're working on that. But greenpea, you said your Mom could see your email fine in AOL's email client- do you know which version she has? :ear

[Andy]

1) I checked the spam filter, it is not there
2) I sent 2 test invitations several hours apart, neither have arrived in my inbox or spam filter
3) I sent 1 test message from my gmail account to hotmail and it arrived within seconds.

I will send my hotmail email address to the Helpdesk.
Sent an email share to your hotmail - and the same email was sent to 3 other hotmail accounts, all received it just fine.... Please verify.

[mkress65]

Sent an email share to your hotmail - and the same email was sent to 3 other hotmail accounts, all received it just fine.... Please verify.

I received 0 (zero) pictures, only your note indicating that you sent one.

I am using Windows Live Mail (beta).

[Andy]

I received 0 (zero) pictures, only your note indicating that you sent one.

I am using Windows Live Mail (beta).
Hm. Try the regular product maybe, not the beta?

[Wireless]

The windows live beta interface and the classic interface still use the same spam filters and inbound mail servers. Switching between the two won't make a difference.

When you say you've received 0 pictures, does this mean you haven't received an email at all, or you've received an email with no pictures attached?

[mkress65]

Hm. Try the regular product maybe, not the beta?

It will only allow me to do that if I give up my storage space (which is in use and it will delete my files) and I am not going to download all my files just to test this.

For now, I will assume that the share function does not work w/ AOL, Comcast, or Hotmail for the people to whom I send pictures, so I will do it the old fashioned way w/ a cut and paste.

Its an interesting feature. Hopefully eventually it will work with all the mail readers/ services.

Sincerely,

[Andy]

It will only allow me to do that if I give up my storage space (which is in use and it will delete my files) and I am not going to download all my files just to test this.

For now, I will assume that the share function does not work w/ (snip...) Hotmail

This is incorrect. It works fine with Hotmail. We have zero other reports of not showing up at hotmail. We have lots and lots of test data to show that it does work. Mail servers and processing are the same for classic Hotmail and Windows live according to our engineers. Try changing your email address in your control panel to something else, and send again to hotmail. Beyond that, perhaps there's some setting on your hotmail that is blocking it :dunno

[mkress65]

The windows live beta interface and the classic interface still use the same spam filters and inbound mail servers. Switching between the two won't make a difference.

When you say you've received 0 pictures, does this mean you haven't received an email at all, or you've received an email with no pictures attached?

I have not received the email at all. I have received other emails, including one from the SmugMug help desk, but the share emails do not appear in my hotmail inbox or spam filter.

[mkress65]

This is incorrect. It works fine with Hotmail. We have zero other reports of not showing up at hotmail. We have lots and lots of test data to show that it does work. Mail servers and processing are the same for classic Hotmail and Windows live according to our engineers. Try changing your email address in your control panel to something else, and send again to hotmail. Beyond that, perhaps there's some setting on your hotmail that is blocking it :dunno

Did your tests include tests with anyone on Hotmail beta?

[Andy]

Did your tests include tests with anyone on Hotmail beta?
AFAIK, no. We wouldn't test with Beta stuff, normally.

[mkress65]

AFAIK, no. We wouldn't test with Beta stuff, normally.

If they tested w/ GMail, then they tested w/ Beta. Same is true for Yahoo. Although the classic Yahoo email interface is still around I'm sure, I've been using beta for over a year. Most of my friends are on one of those ultra extended betas. Its not like these have just recently become betas -- they've been in this state for an extended time. I have seen no indication that GMail is come out of beta any time soon.

[Andy]

If they tested w/ GMail, then they tested w/ Beta. Same is true for Yahoo. Although the classic Yahoo email interface is still around I'm sure, I've been using beta for over a year. Most of my friends are on one of those ultra extended betas. Its not like these have just recently become betas -- they've been in this state for an extended time. I have seen no indication that GMail is come out of beta any time soon.
I really have no more to say on this, I'm sorry. Standby, I will go to my Windows and update to Windows Live Beta myself.

[PhotoPsych]

I really have no more to say on this, I'm sorry. Standby, I will go to my Windows and update to Windows Live Beta myself.

Andy,
You have been supremely patient and we all know you are doing your best regarding this issue. I just attempted to send a "share" from Firefox to my AOL account, and same jibberish appeared. Guess this appealing feature is something that will eventually achieve some form of resolution. Thanks again for your efforts.
Karl
Karl-tepfer.smugmug.com

[Andy]

For now, I will assume that the share function does not work w/ Hotmail

This is an incorrect assumption. I do not know why your Hotmail, Windows Live Beta isn't working, but we've used the function plenty with Hotmail and I just validated, Windows Live Beta Hotmail. Here is a screenshot:

http://www.smugmug.com/photos/128434305-L.jpg

Perhaps it's something to do with your sending-from account, or perhaps there's a setting, I don't know. I didn't do anything, just installed or clicked for live beta, and boom, there it was....

[Andy]

Andy,
You have been supremely patient and we all know you are doing your best regarding this issue. I just attempted to send a "share" from Firefox to my AOL account, and same jibberish appeared. Guess this appealing feature is something that will eventually achieve some form of resolution. Thanks again for your efforts.
Karl
Karl-tepfer.smugmug.com
:wave Hiya Karl, thanks for posting. Well, unfortunately, we're having troubles with AOL. If it can be done, we'll get it done. But AOL is so darn proprietary and they do things different than the rest of the world.

We spent a lot of time on it tonight - we'll hammer away more on the AOL stuff tomorrow, too. I'll report back here when we have something to say, one way or another. Thanks for your patience, we really appreciate it.

[mkress65]

Thank you for validating. Was the test image you sent me from my account or yours? If not from mine, then its probably not a problem with the send from account, correct?

[Andy]

Thank you for validating. Was the test image you sent me from my account or yours? If not from mine, then its probably not a problem with the send from account, correct?
That's my image from my account.

[dragon300zx]

I'm speechless.

Disclaimer: Warning: Wow. WOW. Please read this calmly and understand it is coming from a blunt, rude, but well intentioned person. Oh and I know I may have spelling mistakes, I'm not a god (just a man who thinks he is one), and I'm tired.

You’re speechless? I find that hard to believe.... After reading your posts in this thread, I did some further investigation and read all of your posts. That leads me to think you are never really speechless, as you seem to have stuff to say all the time that isn't needed. You sir are a help vampire (http://www.dgrin.com/showthread.php?t=37574&highlight=vampire)of the worst kind. You are arrogant, demanding, and you argue with people when they answer your questions. If you keep acting that way no one will help you, no one wants to waste their time answering questions for someone who refuses to believe the answer. Don't know what a help vampire (http://www.dgrin.com/showthread.php?t=37574&highlight=vampire) is? Well dude its you, and your kind is explained here. (http://www.dgrin.com/showthread.php?t=37574&highlight=vampire) The staff and members here love helping people or they wouldn't be doing it. But just reading your comments to them drains me, and im sure it drains them of any desire to help you or anyone else after awhile for that matter. You have a lot of great ideas, a lot of great information, and a lot of helpful thoughts that I have noticed but if you don't check the attitude and stop demanding attention like your a 3 year old no one is going to want to help you. Take my advice chill out, and slow down. You will find that it will get you much faster responses, and problems will get solved easier.... Just chill out. Don't expect things to happen in seconds, researching and writing good responses takes time.

[mkress65]

That's my image from my account.

OK. Then I won't focus on my send-from account and see if there are settings and won't trouble you with this one anymore.

[greenpea]

AOL - we're working on that. But greenpea, you said your Mom could see your email fine in AOL's email client- do you know which version she has? :ear

I'll have to get back to you on the AOL verison Andy. She IS using the client (not the web based).

Also, I should mention I use Hotmail Live Beta...no problems.

[Andy]

OK. Then I won't focus on my send-from account and see if there are settings and won't trouble you with this one anymore.
Among many things I do here, helping Customers get their problems fixed is one them... That is certainly not "trouble."

Let us know if we can help.

[Andy]

We spent a lot of time on it tonight - we'll hammer away more on the AOL stuff tomorrow, too. I'll report back here when we have something to say, one way or another. Thanks for your patience, we really appreciate it.We've fixed it internally, and I hope that the fix can get to the live site really soon. Thanks everyone for your patience on this one. AOL is, as you can imagine, not the easiest email client to work with, but Superhero GreenJimmy got it done!

[NikonGirl]

Andy--what about the Comcast issue, is that fixed as well? Most of my family uses Comcast, so I have a real interest in this being fixed.

Thanks!

p.s. I did send a note to Comcast as well.

[Andy]

p.s. I did send a note to Comcast as well.

Good :thumb

Comcast customers could also go on their forums and ask "what up?"

[imageinc]

You sir are a help vampire (http://www.dgrin.com/showthread.php?t=37574&highlight=vampire)of the worst kind.
Not according to your itemized list, there, dragon.

I haven't done *any* of those things.

You are arrogant, demanding, and you argue with people when they answer your questions. I argue with people when they handwave me, don't answer my questions, and blow me off.

And I note that we don't know what was "fixed" here, yet.

If you keep acting that way no one will help you, no one wants to waste their time answering questions for someone who refuses to believe the answer. In the thread we're currently in, I was trying to help the other people. That doesn't sound really indicative of someone being a help vampire.

That Andy isn't equipped to deal with the idea that Tier 3 support may well come from outside the building, really isn't my problem.

You have a lot of great ideas, a lot of great information, and a lot of helpful thoughts that I have noticed Well, thanks. The comments from devbobo and Nikolai on this thread here (http://dgrin.com/showthread.php?t=51884) suggest you're not alone in thinking that.

but if you don't check the attitude and stop demanding attention like your a 3 year old no one is going to want to help you. Go look at those messages again.

In chronological order.

I believe you'll find I acquired my attitude while here; I didn't bring it in the door.

Take my advice chill out, and slow down. You will find that it will get you much faster responses, and problems will get solved easier.... Just chill out. Don't expect things to happen in seconds, researching and writing good responses takes time.
Oddly, my writeup on how to deal with technical support makes exactly that point.

Expecting things to happen in seconds is not a problem I have.

Expecting Tier 1 tech support to know when to escalate, on the other hand, is. It's no surprise; almost no one's Tier 1 can do it properly. But that doesn't make the handwaves any more pleasant.

I've gotten enough of them in this my first month being a (let's say it again) paying customer that I stopped being polite about pointing them out; that's all.

"I don't know, but I'll find out" and "We know it could be done that way, but we've got a different plan" are two sentences I don't here as often as I'd like to. Oh, and "I'm sorry; that feature will remain reserved for higher-level accounts".

Just like that, clean and clear-cut.

I've taken those lumps; I've done direct end-user technical support for at least 10 years now, Tier 1, 2, and 3. I know it's not easy. I know that doing it in what is the often more-relaxed environment of a forum makes it, paxadoxically, harder, because people are less inclined to hear you say "no". But I don't get paid to deal with any of those things.

And I don't pay SmugMug to win arguments with me -- a sentiment I've heard one way or another several places now.

It's not easy being at the pointy end of the stick.

But that's why they get the bug bucks.

I'm certainly done with trying to be helpful to other people, here, though, if I have to swim upstream to do it; I'm not a salmon.

And as for "playing games". No, Andy. I was trying to be polite, and not slap you around in public. All anyone else needed to read was "I'm speechless." That's the second time someone's in charge here has taken a private posting public without permission, though. Gee. What's happening with our 'private' galleries?

Another reason I'm done with dgrin.

HTH. HAND.

[Mike Lane]

...I'm done with dgrin.Don't tease. :clap:clap:clap:clap

[Andy]

Not according to your itemized list, there, dragon.

I haven't done *any* of those things.

I argue with people when they handwave me, don't answer my questions, and blow me off.

And I note that we don't know what was "fixed" here, yet.

In the thread we're currently in, I was trying to help the other people. That doesn't sound really indicative of someone being a help vampire.

That Andy isn't equipped to deal with the idea that Tier 3 support may well come from outside the building, really isn't my problem.

Well, thanks. The comments from devbobo and Nikolai on this thread here (http://dgrin.com/showthread.php?t=51884) suggest you're not alone in thinking that.

Go look at those messages again.

In chronological order.

I believe you'll find I acquired my attitude while here; I didn't bring it in the door.


Oddly, my writeup on how to deal with technical support makes exactly that point.

Expecting things to happen in seconds is not a problem I have.

Expecting Tier 1 tech support to know when to escalate, on the other hand, is. It's no surprise; almost no one's Tier 1 can do it properly. But that doesn't make the handwaves any more pleasant.

I've gotten enough of them in this my first month being a (let's say it again) paying customer that I stopped being polite about pointing them out; that's all.

"I don't know, but I'll find out" and "We know it could be done that way, but we've got a different plan" are two sentences I don't here as often as I'd like to. Oh, and "I'm sorry; that feature will remain reserved for higher-level accounts".

Just like that, clean and clear-cut.

I've taken those lumps; I've done direct end-user technical support for at least 10 years now, Tier 1, 2, and 3. I know it's not easy. I know that doing it in what is the often more-relaxed environment of a forum makes it, paxadoxically, harder, because people are less inclined to hear you say "no". But I don't get paid to deal with any of those things.

And I don't pay SmugMug to win arguments with me -- a sentiment I've heard one way or another several places now.

It's not easy being at the pointy end of the stick.

But that's why they get the bug bucks.

I'm certainly done with trying to be helpful to other people, here, though, if I have to swim upstream to do it; I'm not a salmon.

And as for "playing games". No, Andy. I was trying to be polite, and not slap you around in public. All anyone else needed to read was "I'm speechless." That's the second time someone's in charge here has taken a private posting public without permission, though. Gee. What's happening with our 'private' galleries?

Another reason I'm done with dgrin.

HTH. HAND.

I meant what I said yesterday.

We won't be bullied by anyone - and that includes a paying customer. Continue, and I'll ask you to take your Dgrin and SmugMug account elsewhere.

[Andy]

ATTN COMCAST users...

I need to know something, thanks:

I this Comcast Webmail? Or mail via Comcast in a mail client (like Outlook, or Outlook express, etc...)?

Please verify, thanks.

[mkress65]

ATTN COMCAST users...

I need to know something, thanks:

I this Comcast Webmail? Or mail via Comcast in a mail client (like Outlook, or Outlook express, etc...)?

Please verify, thanks.

Comcast webmail. If I access it via Outlook 2003 it works fine.

[NikonGirl]

I concur with Matt. The problem only seems to be with Comcast webmail. Using Comcast in Outlook works fine.

[Andy]

Comcast webmail. If I access it via Outlook 2003 it works fine.
Can you email me Matt, andy@ my direct email, give me your comcast email addy - i want to try a test

thanks!

[mkress65]

Can you email me Matt, andy@ my direct email, give me your comcast email addy - i want to try a test

thanks!

Done.

[mkress65]

Image received as an image and not as garbled text; I used the Comcast webmail interface. I was also able to read all associated text.

Appears to be fixed.

[Andy]

Image received as an image and not as garbled text; I used the Comcast webmail interface. I was also able to read all associated text.

Appears to be fixed.
Yeah! Thanks for helping!

IMPT: This is still on our internal servers, but we'll get it to the live site soon. I'll announce it when we do.

Thanks everyone for your patience :clap :clap

{JT} To The Rescue!!! :bow :bow :bow

[mkress65]

This is an incorrect assumption. I do not know why your Hotmail, Windows Live Beta isn't working, but we've used the function plenty with Hotmail and I just validated, Windows Live Beta Hotmail. Here is a screenshot: Perhaps it's something to do with your sending-from account, or perhaps there's a setting, I don't know. I didn't do anything, just installed or clicked for live beta, and boom, there it was....
Since this problem appears to be with my account I don't expect any SmugMug action on this issue, but in case anyone else has any problems, or if SmugMug's technical support staff knows how Zenfolio sends their invitations as compared to how SmugMug sends them, the Zenfolio invitiation I sent to all my email address (gmail, hotmail, yahoo, and comcast) work fine. I have been unable to find any settings that would prevent my hotmail account from receiving the email from SmugMug, so I will send an email to Hotmail support and see if they can help. If so, I will post more here.

[greenpea]

AOL - we're working on that. But greenpea, you said your Mom could see your email fine in AOL's email client- do you know which version she has? :ear

Sorry for the terribly slow reply Andy, but I was wrong all along, turns out my brother went and set my mom up with AOL's web client at some point.

But it sounds like you got it fixed for AOL anyways. As always, thanks for all your help!

[Andy]

Not so sure it is fixed for AOL. I just attempted to "share" and image from my Smugmug account through Firefox, and more jibberish appeared in my AOL mail.
Karl:dunno
We have not applied the fix to the live site yet. But we will soon, I'm sure.

[Andy]

We have not applied the fix to the live site yet. But we will soon, I'm sure.
I do not expect that this fix will go out until the end of this week, sorry folks, but we appreciate everyone's patience, as ever.

[greenpea]

Andy, Comcast appears to still trying to fix the problem on their end.


Nothing more should be needed from your end regarding this issue. The webmail team has a copy of the email causing this issue and they are in the process of investigating it. I don't have any updates on a resolution time right now but this may take several weeks to develop anything and push out into production. But as soon as I hear back anything from the webmail team, I'll make sure to post an update.

Thanks


I'm wondering if I should tell Comcast to give up since the smugmug fix appears like it might be deployed sooner, and I would hate it if the Comcast fix (that I requested) srewed up the smugmug fix.

I do not expect that this fix will go out until the end of this week, sorry folks, but we appreciate everyone's patience, as ever.

Oh and again, thanks for stepping up and fixing something that you guys could have easily said was the other guys fault and just left it at that!

[Andy]

Andy, Comcast appears to still trying to fix the problem on their end.



I'm wondering if I should tell Comcast to give up since the smugmug fix appears like it might be deployed sooner, and I would hate it if the Comcast fix (that I requested) srewed up the smugmug fix.



Oh and again, thanks for stepping up and fixing something that you guys could have easily said was the other guys fault and just left it at that!
hi 'pea - it's our pleasure - and I only wish we could have it on the site NOW vs. end of the week...

Our guys dont' think that Comcast could "undo" what we're doing to fix it, so I wouldn't worry .. but then again...

[Andy]

Happy to report, that we made a change to the email share option, and mail to Windows Live Beta Hotmail, AOL, and Comcast should all work fine.

Please let us know!

Thanks for your patience :D

:clap

[Mike Lane]

Looks like imageinc should have been a bit more patient. :thumb Good job guys.

[greenpea]

Happy to report, that we made a change to the email share option, and mail to Windows Live Beta Hotmail, AOL, and Comcast should all work fine.

Please let us know!

Thanks for your patience :D

:clap

Verified for comcast!

WHOOO HOOO!!!! :clap :barb :ivar

Thanks much!!!

[papajay]

Verified for comcast!

WHOOO HOOO!!!! :clap :barb :ivar

Thanks much!!!

I just sent an invitation (from my comcast account) to an aol recipient who had previously received gobbledeguk on a couple of earlier attempts...all OK now!

Pass along some kudos to the Smugmug team for geting this fixed in retlatively short order. :bow

[Andy]

Pass along some kudos to the Smugmug team for geting this fixed in retlatively short order. :bow:clap thanks Papa

[slestak]

Hi Andy,

I have a similar issue where my app can send attachments to anyone except comcast webmail customers. Could we discuss the fix that worked for you.

I guess comcast never resolved things on their end after 13 months because the issue is still present. Ive sent text and binary files to a client from a script in uuencode and base64 and comcast is either mangling or otherwise screwing this up.

Thanks,

Steve

[spelling]

[greenpea]

Hi Andy,

I have a similar issue where my app can send attachments to anyone except comcast webmail customers. Could we discuss the fix that worked for you.

I guess comcast never resolved things on their end after 13 months because the issue is still present. Ive sent text and binary files to a client from a script in uuencode and base64 and comcast is either mangling or otherwise screwing this up.

Thanks,

Steve

[spelling]

I know this was directed at Andy, but I thought I would chime in since I did contacted Comcast technical support about this issue. I can confirm that although I did get a response from the tech support people Comcast didn't do anything on their end to fix this; the fix was all smugmug.

[slestak]

I know this was directed at Andy, but I thought I would chime in since I did contacted Comcast technical support about this issue. I can confirm that although I did get a response from the tech support people Comcast didn't do anything on their end to fix this; the fix was all smugmug.

I found a paragraph on comcast webamil faq discussing "protecting their users " by not rendering activex, javascript, embedded scripts". I guess my excel spreadsheet sent from an aix box looks too suspicious for them.

[greenpea]

I found a paragraph on comcast webamil faq discussing "protecting their users " by not rendering activex, javascript, embedded scripts". I guess my excel spreadsheet sent from an aix box looks too suspicious for them.

Did you try zipping up the excel spreadsheet before sending it? This has resolved problems I've had in the past with sending attached documents and spreadsheets.

[slestak]

Did you try zipping up the excel spreadsheet before sending it? This has resolved problems I've had in the past with sending attached documents and spreadsheets.

i did a while ago, i think im about to move on, I've lost so much time on this project. I may just recommend they get a gmail account.

[slestak]

Did you try zipping up the excel spreadsheet before sending it? This has resolved problems I've had in the past with sending attached documents and spreadsheets.

the plot thickens, gmail will not render it in webmail either.

guess i still have to fix it :rofl

[slestak]

If anyone else runs into this sort of error, use mutt.

works like a champ, and there is a package for most unixes.

reference http://http://www.webservertalk.com/message1805027.html

:barb

[greenpea]

I found a paragraph on comcast webamil faq discussing "protecting their users " by not rendering activex, javascript, embedded scripts". I guess my excel spreadsheet sent from an aix box looks too suspicious for them.

You could also put the document on google documents and share it out from there.