Smugmug Login Issue [Merged Thread]

dlplumer · October 23, 2012

I keep getting logged out of smugmug and to login again and again. What's going on? Thanks, Dan.

dlplumer.smugmug.com

Sam · October 23, 2012

dlplumer wrote: »

I keep getting logged out of smugmug and to login again and again. What's going on? Thanks, Dan.

dlplumer.smugmug.com

Me too.

Sam

TheOnlooker · October 23, 2012

Hmm...

Maybe try clearing your browser cookies, close / re-open the browser and give it another shot. Also be sure you are using the 'keep me logged in' box on the login page:

http://help.smugmug.com/customer/portal/articles/search?q=cookies

-KevinW
Support Hero

WinsomeWorks · October 25, 2012

TheOnlooker wrote: »

Hmm...

Maybe try clearing your browser cookies, close / re-open the browser and give it another shot. Also be sure you are using the 'keep me logged in' box on the login page:

http://help.smugmug.com/customer/portal/articles/search?q=cookies

-KevinW
Support Hero

I've done all of the above and have been having this issue the past couple weeks too. I always have the correct box checked. I'm curious as to whether others are having this issue only with FireFox. I am... it's not a problem in IE. I have to log in even when going to another gallery; not every time but maybe every other time.

WinsomeWorks · October 25, 2012

dlplumer wrote: »

I keep getting logged out of smugmug and to login again and again. What's going on? Thanks, Dan.

dlplumer.smugmug.com

What browser are you using? I'm curious as to whether this is happening with other FireFox users, since I have this issue too.

rainforest1155 · October 26, 2012

Please note that it's normal for SmugMug to ask you to "verify login", if you're trying to access the account settings. That's an added security feature to ensure only you as the owner can access the account settings if your browser was closed or a too much time has passed since you last verified your login.

WinsomeWorks · October 26, 2012

rainforest1155 wrote: »

Please note that it's normal for SmugMug to ask you to "verify login", if you're trying to access the account settings. That's an added security feature to ensure only you as the owner can access the account settings if your browser was closed or a too much time has passed since you last verified your login.

The logging-in issues I've been talking about are way beyond this. Like I reported, I'm having to login even when I just go to another gallery. I haven't had time to go back & forth with the Help Desk on this, but maybe I'll try now. It's a real pain having to login constantly (and when I do, a brief message always flashes in a small white box: "Cannot access account information" or something to that effect. (even while it's logging me in!)

Allen · October 26, 2012

WinsomeWorks wrote: »

...I'm having to login even when I just go to another gallery. ...

I get this all the time and just have to refresh the page to show logged in.

dlplumer · October 27, 2012

Allen wrote: »

I get this all the time and just have to refresh the page to show logged in.

WinsomeWorks wrote: »

The logging-in issues I've been talking about are way beyond this. Like I reported, I'm having to login even when I just go to another gallery. I haven't had time to go back & forth with the Help Desk on this, but maybe I'll try now. It's a real pain having to login constantly (and when I do, a brief message always flashes in a small white box: "Cannot access account information" or something to that effect. (even while it's logging me in!)

Same here, and its still occurring even though I reset Safari

dlplumer · October 27, 2012

Allen wrote: »

I get this all the time and just have to refresh the page to show logged in.

Refreshing for me does nothing.

rainforest1155 · October 28, 2012

Please write the HelpDesk with specifics.

den123 · October 28, 2012

Same problem here with Chrome, FireFox. The issue started last time (maybe two or three weeks ago)

marios · October 29, 2012

Same problem here using I.E and Chrome. Is there a fix for this yet?

rainforest1155 · October 29, 2012

Marios and everyone else having an issue, please write the HelpDesk with specifics, like what browser version and operating system you use and step by step details on what you do, what happens etc.

Dave17 · October 30, 2012

Keep me Logged in

rainforest1155 wrote: »

Marios and everyone else having an issue, please write the HelpDesk with specifics, like what browser version and operating system you use and step by step details on what you do, what happens etc.

Sorry but happy to hear others are having the same problem. Tired of being told that it must be something I have done.

I am having the same issue. Happens with Safari and Firefox. I have emailed support who told me to ==> reset the browsers, cleared cache, cleared cookies, cleared history. None of that helps.

It was working fine a week ago.

Now I am logged out randomly. Sometimes when I close the browser, sometimes when the browser has been left open but I have not been to the page in a while.

Hope someone finds a solution. :-) It is really a PITA!

dlplumer · October 30, 2012

Dave17 wrote: »

Sorry but happy to hear others are having the same problem. Tired of being told that it must be something I have done.

I am having the same issue. Happens with Safari and Firefox. I have emailed support who told me to ==> reset the browsers, cleared cache, cleared cookies, cleared history. None of that helps.

It was working fine a week ago.

Now I am logged out randomly. Sometimes when I close the browser, sometimes when the browser has been left open but I have not been to the page in a while.

Hope someone finds a solution. :-) It is really a PITA!

Same here exactly

rnrjosh · October 30, 2012

It looks like the problem may be related to an older version of the Jfriend stretchy homepage slideshow code. I was able to resolve this for Marios by installing the latest version of that slideshow code (v 1.2.0) which you can get here. Once I installed that newer slideshow code, the login problem cleared up. I noticed that most of the other folks posting to this thread do indeed have older versions of that slideshow code installed, so give that a shot! Hope this helps!

smurfy · October 30, 2012

I'm having this problem on both my android phone, and home computer. Computer uses firefox, and phone uses....something else. Not sure what.

No stretchy slideshow on my site, for what it's worth.

jfriend · October 30, 2012

rnrjosh wrote: »

It looks like the problem may be related to an older version of the Jfriend stretchy homepage slideshow code. I was able to resolve this for Marios by installing the latest version of that slideshow code (v 1.2.0) which you can get here. Once I installed that newer slideshow code, the login problem cleared up. I noticed that most of the other folks posting to this thread do indeed have older versions of that slideshow code installed, so give that a shot! Hope this helps!

That sounds very unlikely that this has to do with the JFreind HTML5 slideshow v1.1 vs v1.2. The only thing that changed in the slideshow from v1.1 to v1.2 is support for CSS3 transitions in IE10 and v1.1 has been out for over a year with no instances of this problem.

The slideshow does nothing with the login cookie (or any cookies for the matter). The slideshow does use the SM API to fetch the images from a gallery so if this has anything to do with the presence of the slideshow, then I'm guessing that SM changed something in how use of the API affects login cookies.

jfriend · October 31, 2012

rainforest1155 wrote: »

Marios and everyone else having an issue, please write the HelpDesk with specifics, like what browser version and operating system you use and step by step details on what you do, what happens etc.

One possible thing for you to check on is if something has changed in the interaction between use of the SM API on a site and the user's login cookie. If this has anything to do with the JFriend HTML5 slideshow, then that is my best guess. The slideshow hasn't changed on these people's sites, but perhaps the SM API's interaction with a user's login cookie has changed recently.

And, a useful test would be to see if you stay logged in as long as you don't go to a page where the API is being used (like the JFriend HTML5 slideshow).

WinsomeWorks · October 31, 2012

Log-in issues even when first arriving on my site
One thing I should note, just in case it helps at all, is that whenever I first arrive on my site on my home computer, whether through a url that I write in the address bar, or through my bookmark icon, I'm logged out (unless perhaps I've been off the site & go back on within a minute or so). I always used to stay logged in, & have that preference checked. My Smug home address takes me to my homepage with the slideshow on it. But I tried tonight to go to my site through one of my category pages www,winsomeworks.com/Music , and I'm logged out there as well, unless again I go back on the site within a minute or so. I should be able to arrive at one of my category pages from my home computer & be logged in at all times. So for me it doesn't seem to be dependent on whether I've been to the slideshow page or not.

Strangely, almost anytime I arrive at this gallery: http://www.winsomeworks.com/Travel/Pennsylvania/Pennsylvania-Winter/25952752_X5sg34#!i=268301984&k=qS3Ji I get bumped to the Log-In page & have to log in again. I've worked on this gallery a whole lot lately and that's why I know this. But I'll go to other galleries & not have a problem, or at least maybe only every 3rd gallery or so will be a problem. If I go back to that one though, I'm invariably logged out. It's a collected photos gallery... I don't know if that has anything to do with it or not (they're all photos collected from other galleries on my site).

den123 · November 3, 2012

I trying get help from Smugmug's hero. One of the advises: to upgrade firmware for modem... Is it joke?

slpollett · November 3, 2012

I actually think this is something SM has done on purpose as an 'upgrade' or 'modification' in the name of security, just like you have to log in again to see your account settings even if you are already logged on. It doesn't matter what computer I am on or whether I clear my cookies or not, I have to log in again everytime I go to my site. Just another aggravation to contend with since the price has jumped so much. It's almost like SM WANTS us all to bail. It really is frustrating....

Sherry

J Allen · November 3, 2012

slpollett wrote: »

I actually think this is something SM has done on purpose as an 'upgrade' or 'modification' in the name of security, just like you have to log in again to see your account settings even if you are already logged on. It doesn't matter what computer I am on or whether I clear my cookies or not, I have to log in again everytime I go to my site. Just another aggravation to contend with since the price has jumped so much. It's almost like SM WANTS us all to bail. It really is frustrating....

Sherry

out of curiosity, what smugmug up-loader do you use....I always see a weird issue with the html5 uploader, it seems to set some kind of cookie to remember your preference, and that turns into a bad cookie.....but I'm no expert on things like that.

kd2 · November 4, 2012

I've been having the same exact problem since Oct 23rd. I used to be able to stay logged in, but now I constantly have to log in, and then even after logging in and checking the box to stay logged in, when I go to a gallery I have to log in again. I'm also having random upload problems. I've spent the day going back and forth with the help desk trying different things. I've changed browsers (google chrome, firefox, safari), I've cleared cookies and my cache, and I've made sure third party cookies are accepted. I've checked firewall and security to make sure there are no blocks. We've run a speed test, traceroute, and line quality test.

The latest request is to restart my router and computer. I'll try that after I'm finished editing but I am doubting that the problem is on my end, especially when so many others seem to be having the same problem.

I started having problems the same day there was the problem with Smugmug and Amazon Web Services. Everything was working fine up until then.

WinsomeWorks · November 4, 2012

I would really like an update on this from the SmugMug folks. Jfriend posted something for you guys to check in the API . Could we hear back about this, please? This is evidently a widespread problem, and it's cropped up rather recently, so something has changed. I just don't have time to go back & forth with help right now & have some big projects I'll need to do while logged in this week, going 'round to lots of galleries. The thought of all that logging in up ahead is making me crazy.

dlplumer · November 4, 2012

Come on SM. This issue is clearly on your end. Please get it fixed. Thanks.

Allen · November 4, 2012

I'm in one gallery and log in, then click to another gallery and I'm logged out. This has been
happening quite a bit lately.

"Upload to this gallery" get HTML5 uploader, message "This uploader has problems" "try a different uploader".
Click "try Simple" then goes to log in screen.

In all cases have checked remember PW on this machine.

kd2 · November 4, 2012

Okay, I just had my site designer update my slideshow code. Everything seems to be working fine now as far as staying logged in (throughout my site) and I also did a batch upload with no problem (I had been getting the same HTML5 problem notice as others). I'll see how things continue throughout the day.

So don't waste your time trying to clear your cache, cookies, change your browser, check your firewall or security, run traceroutes, speedchecks, or reset your router, etc. The problem seems to be somehow related to the slideshow code and how it's interacting somewhere along the line.

rkw624 · November 4, 2012

Here we go again. This was a problem a few years ago and it lasted forever. Why do I have to log in every damn time I go to my home page? I haven't logged in for ages, now I have to. Not happy! Fix this please. If it is a code problem with the slide show you guys change my code. I didn't do a thing and I don't have the time either.

Rich
www.fourmilephotography.com

slpollett · November 4, 2012

I don't even have a slideshow on mine and it doesn't seem to matter which uploader I use and I still have to login everytime I go the homepage. So far, it hasn't made me login to individual galleries.

Aggravating!!!!!!!!!!!!!!!!!!!!!!!

Sherry

Smugmug Login Issue [Merged Thread]

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