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

[Pupator]

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

[Dramatapix®]

Same here. That'll teach us to work on New Years Day. LOL

[jmpsmash]

broken for me too. very frustrating

[denisegoldberg]

Wow - and I thought it was me! I was on a gallery page, clicked on a link in my navbar, and was taken to www.smugmug.com (http://www.smugmug.com). No access to my galleries, no messages...

--- Denise

[aerialphoto]

everything is down, even the "sample" galleries.

[Barefoot and Natural]

Same here. That'll teach us to work on New Years Day. LOL

oh thank goodness it's not just me!! I tried to log back in and it says my account does not exist!!! :cry

[eenusa]

me too; and I was on a roll

[love]

Hello,
Happy New Year!

I just followed the instructions for the nifty new slideshow, but once I submitted my customization changes, I can no longer login to smugmug, and if you go to my site www.nicolelove.com, you're simply redirected to the smugmug.com main site page.

Here's what I followed: http://wiki.smugmug.com/display/SmugMug/Flash+Slideshow

If I try "forgot my pwd" it tells me that my account doesn't exist! Oh my.

Any help is appreciated.

-Nicole

[Manny]

It just hit me... I was doing some uploads, they finished, I then got booted and could not log in not even get to my pages...

Only www.smugmug.com comes up...

[kejago]

Me too. :scratch :cry Maintenance?

[holzphoto]

mine is doing it too!

i hope it is fixed soon!!!!!!!!!!!!!!!!


Hello,
Happy New Year!

I just followed the instructions for the nifty new slideshow, but once I submitted my customization changes, I can no longer login to smugmug, and if you go to my site www.nicolelove.com (http://www.nicolelove.com), you're simply redirected to the smugmug.com main site page.

If I try "forgot my pwd" it tells me that my account doesn't exist! Oh my.

Any help is appreciated.

-Nicole

[gcrider]

Holy smokes. This is not good for my business. I hope they get it straightened out quickly.

[timnosenzo]

Same thing here. Have you notified the help desk?

[thenimirra]

picture-yourworld.com


I was in it earlier...now when I try to call it up, it just goes to the main smugmug page?:dunno

[sancyr]

Scary. Me too!

[jarle]

Me too. Too bad.

[1pocket]

Me too :dunno

[dogwood]

Yup, can't log in at all. And I notice the dgrin pics at the top of the page aren't posting. :cry

EDIT: Just curious-- when I go to my url, why doesn't the message say "site temporarily down, please check back" instead of the smugmug main page? The smugmug main page means nothing to most people going to my site.

[love]

I thought this was the place to request help. If there's a more official place, please send along the information. This looks to be affecting more than just my acct. from the looks of the posts that have recently gone up.

Many thanks.
-N

[wrollins]

me too.... any news on what's wrong?

[~Jan~]

Holy smokes. This is not good for my business. I hope they get it straightened out quickly.

They always have, in my experience! Down here, too. I'm glad it's not just me. I had a panic attack at first!

[Spagbag]

oh thank goodness it's not just me!! I tried to log back in and it says my account does not exist!!! :cry
I'm getting exactly the same.

[Bill_M]

me too

[Mike Lane]

Hi all,

We're very sorry about the issues using SmugMug right now. We're experiencing a technical glitch. Our CEO and Chief Geek, Don and our engineers are aware of the problem and working on resolving this. We expect this to be shortlived, but we're not able to give an ETA at this time. Again, sorry for any inconvenience!

[Mike Lane]

Edit: See above :)

[Manny]

Front page is been updated :-) but my gallery is back!!

[tobers]

I'm down as well.

Well done for responding so fast Mike. Proper customer service.

[Charlie Brown]

thank god its not just me. with the day im having i might have just broken down at losing all those photos.

[mafotografix]

me 3 !

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

Don't let us find it out this way.

Not good customer service and etiquette.

me too

[thenimirra]

Me too :dunno

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

[kensington]

I'm logged back in to my page now, but it's still slow and glitchy.

[jmpsmash]

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

[Manny]

me 3 !

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

Don't let us find it out this way.

Not good customer service and etiquette.

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

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

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

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

Cheers!

[Matthew Saville]

Cuh-RASH!

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

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

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

=Matt=

[Pupator]

me 3 !

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

Don't let us find it out this way.

Not good customer service and etiquette.

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

[Markjay]

I know it's only my luck but.......

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

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

Hope things return to normal soon!



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

[love]

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

[Mike Lane]

I agree that we'd like to know ASAP, but I'd also point out that my site was down less than 12 minutes before Mike answered on here. That's pretty amazing if you ask me. :clapSorry, I would have been quicker, but we were deluged in the help desk and I didn't think about dgrin until a bit later. :cry

[kejago]

me 3 !

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

Don't let us find it out this way.

Not good customer service and etiquette.

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

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

[1pocket]

that actually makes me feel better....it means there must be a problem with the entire system. I thought I had done something to mess up my own site...:DAre you a regular member or one of the upgrade levels?

[thenimirra]

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

I am a pro member.

[1pocket]

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

[dSchamp]

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

[jeff318]

what is this, some kind of y2k8 bug? :D

[DJKennedy]

Must be a date issue :scratch

*Could* it be so simple? :dunno

[kensington]

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

[ebswift]

Bugger - I was smack in the middle of API development, at the testing & polishing stage when BAM - invalid API key :(. I hope it gets up & running soon.

[mafotografix]

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

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

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

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

[1pocket]

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

[1pocket]

I'm back :clap

[mafotografix]

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

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

[Barefoot and Natural]

seems all systems are a-go again! :clap:clap

[DJKennedy]

seems all systems are a-go again! :clap:clap

Yup, me too.

All is normal

[1pocket]

Free upgrades for all of us that had problems? :D

[kejago]

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

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

Do you think the problems are related?

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

You can turn this situation around to your own benefit as well. When it is working, your can get back to your customer, and ask if everthing is OK. They would appreciate your feedback too, and it would like you had good customer service. :thumb And it is an added oppertunity to touch base with them. At least you know they came to look at your work. That's a good thing, right?

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

[~Jan~]

Uh oh I'm having problems again. :cry

[ebswift]

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

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

[Markjay]

Not the best way to start off 2008 but, I can only imagine how complicated running a site of this size and popularity is?

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

my site is half broken :-(

Thanks in advance smugmongus team!

Uh oh I'm having problems again. :cry

[Andy]

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

[ShebaJo]

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

[kensington]

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

[jeff318]

Any indication of what is causing these issues?

Happy new year, Team SmugMug!

[kensington]

Any indication of what is causing these issues?

Happy new year, Team SmugMug!

I bet it's the Flux Capacitor... :scratch

:D

[onethumb]

I bet it's the Flux Capacitor... :scratch

:D

Yep, it was, and Doc's on vacation in the future again. ;)

[mafotografix]

Do you think the problems are related?

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

You can turn this situation around to your own benefit as well. When it is working, your can get back to your customer, and ask if everthing is OK. They would appreciate your feedback too, and it would like you had good customer service. :thumb And it is an added oppertunity to touch base with them. At least you know they came to look at your work. That's a good thing, right?

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

Oh boy, of course I did test it out several times and I could not get on the website myself or my other friend's smugmug site. And what about the ones who didn't call?
Thanks for the business ideas and good intent but, sorry, you are quite hilarious :rofl
You have a good 2008 new year.

[Barefoot and Natural]

I bet it's the Flux Capacitor... :scratch

:D


:D:D:D:D
That gave me a nice chuckle!!

[love]

Hello
My site is back up, but under customizations...everything is gone. Is there work being done ATM? Hopefully everything will return.

Any updates are appreciated.

-Nicole

[justplainJay]

Go to www.speedtest.net (http://www.speedtest.net/) and click on the San Jose Smug Mug site. I am only getting 6kps from Orlando FL.

It would be nice if SM would have posted something to this affect saying they are doing everything they can...yada...yada.... But instead we are left in the dark to "hope" things get better. It's been 55 minutes and I am still waiting for my one 1MB picture to upload! Good thing I paid to be a Pro member!

I talked to several techs and this is what one said:

I fully understand the frustration. I am working from a backup location right now a my ISP (Comcast) died at about 2pm. It appears to be a regional outage as all of the cable in the area is out. Luckily I have a friend that owns his own ISP in the next town over
I definitely did not mean to sound negative with a "sucks to be you"
attitude. We will certainly do whatever we can to help get this resolved
In this particular case, the problem appears to be in the Dallas area.
Looking back at your earlier traceroutes to us, you can see the missing packet in hop 7 in the Dallas area as well.

The problem will probably resolve itself as these internet backbone servers are monitored constantly and if one becomes a problem, the traffic is routed around it until it is fixed.

I will let our people know that there appears to be a problem. I am not sure what we can do about it either but it is something that needs to be
addressed.

All the best,

--Doc

[timnosenzo]

Go to www.speedtest.net (http://www.speedtest.net/) and click on the San Jose Smug Mug site. I am only getting 6kps from Orlando FL.


I'm getting 353kbps upload from CT to San Jose--same as from CT to NY. Seems like the issue could be local to you.


It would be nice if SM would have posted something to this affect saying they are doing everything they can...yada...yada.... But instead we are left in the dark to "hope" things get better. It's been 55 minutes and I am still waiting for my one 1MB picture to upload! Good thing I paid to be a Pro member!


Everything seems to be working fine. I don't know if you've ever paid for other hosting services, but SmugMug is definitely the most open and responsive I've ever used. *No one* sends out emails to their entire customer base when service is temporarily interrupted. I've used Flickr, PBase, .Mac, and others and SmugMug definitely has the most personal and responsive service.

[justplainJay]

They guys at SM ARE responsive, I'll give them that. It seems like people from Virginia on down are having the same problem getting to San Jose. This is not a local ISP problem, though.

My one 1MB file finally died after 8hrs and 23 min and only uploaded 25%.

I hope they guy at the switch recovers from his New Year's buzz, soon...

[Allen]

They guys at SM ARE responsive, I'll give them that. It seems like people from Virginia on down are having the same problem getting to San Jose. This is not a local ISP problem, though.

My one 1MB file finally died after 8hrs and 23 min and only uploaded 25%.

I hope they guy at the switch recovers from his New Year's buzz, soon... Depends on what switch and where. I was getting only about 25kb/s down
from Chicago yesterday and 4600-5100 everywhere else. Guess my ISP
routed thru there to get to San Jose. Today Chicago jumped to about 4800
and Smugmug is now 4100:huh, never has been above ~2100 before, almost
double increase.

At the same time bunches of others say Smugmug working great for them so
I would guess it's your ISP and the routing. Not sure what Smug can do
about this except maybe contacting all these router places and ISP's and
tell them to get their ____ together.:D

... of course I know nuthin' about any of this.

[thenimirra]

Glad I'm not the only person out there who is addicted to SmugMug! :thumb

[justplainJay]

Depends on what switch and where. I was getting only about 25kb/s down
from Chicago yesterday and 4600-5100 everywhere else. Guess my ISP
routed thru there to get to San Jose. Today Chicago jumped to about 4800
and Smugmug is now 4100:huh, never has been above ~2100 before, almost
double increase.

At the same time bunches of others say Smugmug working great for them so
I would guess it's your ISP and the routing. Not sure what Smug can do
about this except maybe contacting all these router places and ISP's and
tell them to get their ____ together.:D

... of course I know nuthin' about any of this.

I just had to reply since I was doing all the Bi-otching. I don't know if SM had anything to do with getting the switches from coast to coast back on line, but everything is working fine now and everything is right in the world. :-)
Thanks to Andy, Doc and the gang for all they did.