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6 replies

All 300 of my Images are Missing from my Ebay Auctions...HELP!

T truefocusMember
I currently have over 300 active listings on ebay and except for the top 5 on my ebay page, ALL my other listings have NO PHOTOS! It has been like this for 2 days now. It was perfect two days ago and today, NO PICTURES. Could someone from the technical support department PLEASE look at this Serious Problem. I am Losing sales.

Here is one of the ebay item #'s that is messed up...200176336239

Here is the url...http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&rd=1&item=200176336239&ssPageName=STRK:MESE:IT&ih=010

This looks like some kind of scripting error. PLEASE FIX THIS ASAP.

Ken McDougal
Truefocus
Ebay ID...Truefocus422
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A auctivajeffAuctiva CEO
Did you maybe delete them on accident from our server? If you delete them they sit in our deleted folder for up to 7 days in case of mistakes. You may have deleted them up to 10 days ago. The oldest image in your account is from Nov 25th.

I clicked several dozen images in your account and all of them came on. The only ones that didnt seem to be coming up are missing.

I did see 2 post cards of the bridge where I got married though. I think I have them already though. I'll have to dig through my collection and see.

http://cgi.ebay.com/eBayISAPI.dll?ViewItem&item=200192660203
http://cgi.ebay.com/eBayISAPI.dll?ViewItem&item=200192657204
A auctivamikedAuctiva Customer Support Manager
Hi Ken,

I had our engineering team investigate your report and, unfortunately, the images you are referring to are no longer located on our servers, so there isn't anything we can do to restore them. We do not automatically remove images from the accounts of our customer's, so you must have deleted them from your Auctiva account without knowing that would cause them to be removed from any active listings they were being used in. As Jeff said, you may have deleted them as long as 10 days ago.

The reason the header/gallery images still show up in your scrolling gallery is because those are the smaller copies that were generated specifically for that purpose, and they were not removed when the original images were deleted from your "Manage Images" page. For future reference, if you delete images from your "Manage Images" page, they will be removed from our servers in approximately 7 days and, at that point, they would no longer be visible in any active listings they may have previously been present in.

In any event, since these images are no longer available in your listings, to restore them, you would need to re-upload them into your Auctiva account and then revise each item to point to the new image URL's. Assuming copies of these items are still available on the Saved Listings page within your Auctiva account, you will be able to revise each via the following process:

1) Locate your listing in your Saved Listings folder, make any necessary changes, and save.
2) Click the "<HTML> icon to the right of the item on your "Saved Listings" page
3) Select All and copy the html in the popup window.
4) Locate the item on eBay and click the "Revise Item" button.
5) Scroll down to the "Description" section and then click the "HTML" tab above the description editor.
6) Delete the existing description HTML, paste the copied HTML in its place, and save your changes.

Any additional questions or concerns? Please contact our customer support department using the appropriate link on our help page: http://www.auctiva.com/free-auction-software-help/help.aspx

-Mike
T truefocusMember
There is still a problem. I did everything you said to do to restore one of the images to one of my active ebay listings. I re-uploaded the picture to auctiva, I had to recreate a new listing in order to place the new listing in the Auctiva saved folder file. I then copied the html from the new listing, went to ebay, deleted the old html and copied the new in it's place and saved the changes by hitting the submit changes tab.

Everything in the body of the ad changed (including the new picture)perfectly but the ebay header image is still missing. I went back into auctiva to make sure that I had selected the new uploaded image to be placed into the ebay header window, and it was there, but the ebay header image is not in the live auction. Now what!
A auctivamikedAuctiva Customer Support Manager
Hi Ken,

Thanks for bringing that up, and I apologize for not thinking about that before. As you have learned, the process I described above for modifying these listings will only repair the description of each listing. The header and gallery image data is not stored within the description, so different processes are required to restore those details. This information can be revised via the following process:

Gallery Images:

1) Visit the item on eBay.
2) Right click on the image you'd like to make your gallery image and click "Properties"
3) Copy the image URL...it begins with "http://..."
4) Click the "Revise your Item" link on the auction.
5) Click the “Add Pictures” button.
6) Delete the text in the “Gallery Picture URL” field and replace it with the copied URL.
7) Click “Insert Pictures” and then save your changes.

Header Images:

1) Visit the item on eBay.
2) Right click on the image you'd like to make your header image and click "Properties"
3) Copy the image URL...it begins with "http://..."
4) Click the "Revise your Item" link on the auction.
5) Click the “Add Pictures” button.
6) Delete the text in the “Picture URL” field and replace it with the copied URL.
7) Click “Insert Pictures” and then save your changes.

I hope this information to be helpful. If you have any additional questions or concerns, please contact our customer support department using the appropriate link on our help page: http://www.auctiva.com/free-auction-software-help/help.aspx

-Mike
A auctivamikedAuctiva Customer Support Manager
Hi Ken,

One more thing just came to mind that may be relevant to your situation. If you are unable to verify the URL's of your images due to Auctiva's image protection enabled, you can locate the URL of the image used in a given listing via the following process:

1) Open the listing in question through the Firefox web browser. If you do not already have this browser, a free download is available from http://www.mozilla.com
2) Select "Page Info" from the "Tools" menu
3) Click the "Media" tab on the ensuing page
4) Browse through the list of URL's until you find the one that begins with img.auctiva.com. The image you will want to make your header image will then be displayed in the "Media Preview" box
5) Make that URL your new header and/or gallery image.

-Mike

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