What's up with SMUGMUG?!?

[amonline]

EVERYTIME I look at any thread with a SMUGMUG image, my connection gets raped for at least 5-10 minutes. Let me rephrase that... EVERY FREAKING TIME!

Is anyone else experiencing the same thing?

Short of ripping the cord out of the wall... no, actually, I've had to do that as well...

Sometimes I quickly back out if I see the status bar loading something from SM, but if I wait more than a few seconds, I'm history... did I mention that this happens EVERYTIME?!?

This has been going on for at least a week now... I'm getting a little pissed at having my connection completely blitz each time I click a SM linked thread. Seriously, EVERY THREAD.

.....discuss.

[20droger]

I would check for a worm in your system tagged to Smugmug.

[amonline]

If you're serious, I have very good virus/spyware. I'm completely certain there are no problems. ;)

[Jim G]

What happens when you go to the Smugmug website direct?

[S.Horton]

Try it now........

[img deleted]

[Jim G]

Try it now........

http://midnightblue.smugmug.com/photos/172639578-L.jpg



Now that's just cruel, killing his thread for him where he's asking for help :p

[amonline]

Yup, thanks jerk... Froze me up.

Regarding the main site... Same thing.

BTW, I'm on my iPhone through my router and it still freezes. I just have to wait for-freakin-ever.

Please delete the images.

[S.Horton]

^^ Not the point; I just wasn't buying it until you saw it again............ This kind of report is typically come-and-go........... when it isn't, that can be hardware.

So many things to check..........

1. Power-down your PCs / MACs and your network gear. Power-up PCs first, etc. -- if that doesn't do it.....
2. Call your ISP, tell them the entire connection is slow and getting slower, request an in-home service call

(I'm assuming you're in the USA)

Why in home? Once there, then have them look at how slow smuggy is. Complain. You may be surprised what they do -- We were timing out here all the time, turned out it was a faulty cable modem.

[EOSAddict]

Go onto dgrin and report it, I'm sure the smugmug team will try and help.

[Riverlander]

I am (obviously) on and of SM all the time on 3 different computers from 2 different connections. None of my relllies have complained.
NEVER had any serious delays or problems

[amonline]

LOL... I like the censoring that made that title look even worse. :lol:

Anyway, someone must have done something because for the first time in over a week, I ran through about 4-5 threads with SM pics and had no problems. I've done nothing different to the computer, so I know this is an external issue.

It took me a few days to figure out what was causing it. Now it's gone. (knocking on wood) There have been issues with many users and SM lately. I just began to think I was in the same boat. I saw something about tests people had to run to narrow down issues and wanted to see how many more were experiencing what I was experiencing.

I'll try to find the dgrin stuff and see what I find out. I hope the issue is gone for good. It's not a lot of fun to have your connection killed for 5-10 minutes when you click a thread. ;)

Horton, it's definately not a speed issue either. I am 2 blocks from the local central office and get near T1 speeds. ;) (yes, literally)

Thanks for the replies.

[S.Horton]

Wow - I envy your speed.

Apologies for killing your thread load.

When we see this intercompany, it is usually a new piece of hardware which has not yet properly configured to route a request.

[amonline]

This issue still exists, so I wanted to revive this thread.

My only way around a complete frozen machine is when I recognize that there's a SM link in the thread I quickly "stop" the load and back out. If I get frozen, the only thing working for me now is to halt the traffic through my security suite. It's the only thing that has successfully broken off SM's hold on my machine.

FWIW, I was at the next door neighbor's this weekend and curiousity set it... I had the exact same results there, so now I KNOW it's not my machine.

According to the dgrin forum (when I can actually get in and through it without freezing), I'm definately not the only one with this issue. If I were a SM subscriber, I'd be pissed that my customers aren't getting through. They don't seem to be doing anything about it.

I'm not positive, but are they using international servers for image storage? Could this be the reason? I know when I run their tracer, it pinged through a ridiculous amount of servers.

edit: I finally got back to the tests... My machine's trace was fine. Speeds were fine and it completely quickly. However, the trace from SM continued to freeze after around 18 hops. My line quality was 100% w/o errors or loss.

I sent the results in for some analysis. Will post for others who may be experiencing the same...

Here's the thread for those interested: http://www.dgrin.com/showthread.php?t=71501

Discuss...

[awilliamsny]

This issue still exists, so I wanted to revive this thread.

My only way around a complete frozen machine is when I recognize that there's a SM link in the thread I quickly "stop" the load and back out. If I get frozen, the only thing working for me now is to halt the traffic through my security suite. It's the only thing that has successfully broken off SM's hold on my machine.

FWIW, I was at the next door neighbor's this weekend and curiousity set it... I had the exact same results there, so now I KNOW it's not my machine.
Hi I'm from SmugMug and I'm very sorry that you are continuing that you have problems. For sure we're going to try and help.

According to the dgrin forum (when I can actually get in and through it without freezing), I'm definately not the only one with this issue. If I were a SM subscriber, I'd be pissed that my customers aren't getting through. They don't seem to be doing anything about it.Ouch - that's just not fair or right. We pride ourselves on amazing customer service. We have millions who view our site every day without these problems. With computers, there's always going to be corner cases where things don't work as expected. I suspect that with some troubleshooting, we can figure out your issues, too. But to say that we "don't seem to be doing anything about it, well, I'm here to prove otherwise :)

I got your latest email at the help desk. You state you are running IE6 XP, SP2, and that a thread like this one:
http://photography-on-the.net/forum/showthread.php?t=389151 froze for you - that thread has 6 images, Originals - each about 500kb - that's rather a large amount, and depending on your browser and connection, and computer resources, it's possible that you could have issues. Looking at the thread replies, it seems others are viewing it fine.

Looking at the traceroute that you sent us, I see some rather long delays in the bellsouth portion.They are your ISP? If so, my recommendation is to call them and ask about it.

I'd love to see if you can try surfing POTN on a different ISP - perhaps at work, or a Starbucks, or the library?

For what it's worth, I opened all the threads you showed me, in IE6, and they opened really fast - I'm on Optimum Online though, a different ISP.

I'm not positive, but are they using international servers for image storage? Could this be the reason? I know when I run their tracer, it pinged through a ridiculous amount of servers. No, in fact, our images are served up from the United States.

edit: I finally got back to the tests... My machine's trace was fine. Speeds were fine and it completely quickly. However, the trace from SM continued to freeze after around 18 hops. My line quality was 100% w/o errors or loss.

I sent the results in for some analysis. Will post for others who may be experiencing the same...

Here's the thread for those interested: http://www.dgrin.com/showthread.php?t=71501

Discuss...

You mention issues in browsing SmugMug sites, too. Can you please detail exactly what happens (and where - give a link)?
Looking forward to helping you!

[awilliamsny]

Anyway, someone must have done something because for the first time in over a week, I ran through about 4-5 threads with SM pics and had no problems. I've done nothing different to the computer, so I know this is an external issue.

Yeah - typically what we find is the ISP is having "ups and downs" in the quality of their route from you to us.

[awilliamsny]

We were timing out here all the time, turned out it was a faulty cable modem.

In 4 out of 7 of the last really tough-to-diagnose cases that I've dealt with, this has been exactly the problem :)

[amonline]

Ouch - that's just not fair or right. We pride ourselves on amazing customer service. ...I'm here to prove otherwise :)

...Looking at the traceroute that you sent us, I see some rather long delays in the bellsouth portion.They are your ISP? If so, my recommendation is to call them and ask about it.

I'd love to see if you can try surfing POTN on a different ISP - perhaps at work, or a Starbucks, or the library?
Hey Andy, thanks for coming along to help. I agree that your customer service has been great. Please accept my apology for the above anger. :o

I will take a crack at some different ISP's soon and report my findings with them. I know I will be on a different one Wednesday morning and I will try to bug a couple of neighbors tonight or tomorrow to get a few different tests.

For that reason, I'm posting these links in this thread so I can access them faster elsewhere

http://photography-on-the.net/forum/showthread.php?t=389079 (http://photography-on-the.net/forum/showthread.php?t=389079)
http://photography-on-the.net/forum/showthread.php?t=389151 (http://photography-on-the.net/forum/showthread.php?t=389151)
http://photography-on-the.net/forum/showthread.php?t=389255 (http://photography-on-the.net/forum/showthread.php?t=389255)

What I find very interesting is that the problem only exists with SM related pages. This is why I do not think it has anything to do with my ISP. I do a lot of surfing (work from home) and these particular (SM image) pages are the only ones that lock me up - seriously.

In 4 out of 7 of the last really tough-to-diagnose cases that I've dealt with, this has been exactly the problem :)
Not on cable... and router is fine. (see above)