(HELP!) STILL: "Problem with getting gallery image for your eBay item"

Hi czbkz,

I checked the image URL referred to in the message you posted and that image is no longer hosted on our servers, which is why eBay was not able to generate a gallery image for the listing. The only thing that "should" have caused that image to be removed is if you had deleted that image from the "Manage Images" page within your Auctiva account.

When you delete an image from your Auctiva account, we will actually keep it hosted on our servers for 7 days before permanently deleting it so, unless you go through the extra step of going into your Deleted Images folder and permanently deleting it yourself. Therefore, the image should still show up on the web for 7 days after you delete it.

If you are certain you did not delete this image from your Auctiva account, please contact our customer support team and we'll see if we can figure out what's going on.

You can reach our customer support team by completing the web form on the following page of our site: http://www.auctiva.com/free-auction-software-help/help.aspx

-Mike

OK:
1) I get several of these emails from ebay every week (this was just one).
2) I have received this "form" reply from you several times before...always the same
3) I have NOT deleted these images
4) I have to tell you this is an example of posts I have seen on this board about auctiva "blaming" us for this problem
5) and, yes, I have reported this to customer support...I merely get this form letter back. I reply and tell them I have not deleted these images & then I get a reply stated that they do not know what the problem is
6)should I just forget GTC listings altogether? It doesnt appear that this issue will be resolved any time soon
7) again, HELP! Tell me if I am doing something wrong so I can fix it

Thank you.

Hi czbkz,

My intention was certainly not to blame you, and I'm sorry if you perceived it that way. I was merely describing the only reason why images would be removed from your Auctiva account under normal circumstances because that was the most likely explanation of the behavior you were encountering. If there was a widespread issue that was causing this to happen with respect to many users’ listings, I would not have considered it to be less likely that you may have deleted these images.

Since you have verified that you did not delete these images, I don't know of anything you could be doing anything wrong to cause this to happen.

This is not something that is happening for all, or even a significant number of GTC store listings across the board, so I’m hesitant to recommend that you do away with GTC store listings entirely. However, since this seems to be presenting a major problem for you at present, I suppose refraining from listing GTC store listings until we can get some more answers for you could be a way to prevent this from happening.

If you let me know your Auctiva username or a case number of one of the support cases you have filed with respect to this issue, I'll see if I can dig up some more information for you.

-Mike

I am also having the exact same problem and I have not deleted any images!

Hi Community,

Thanks for letting us know you are encountering this behavior. If you have not already done so, please let us know by contacting our customer support team by completing the web form on the following page of our site: http://www.auctiva.com/help/requesthelp.aspx

NOTE: If you enter "ATTN: Mike" in your message, whichever support representative receives your case will make sure it gets to me.

-Mike

To: Auctiva support,
Do not tell us we deleted the photo. I have had 450 thumbnail photos from closed listing deleted when they were imported into saved listing. 25 items times 18 pages of listing that must be recreated all over again. I will be losing alot of money and time to try and fix all these listing again. What has happened to the photos? No one seems to be addressing this problem. Why all of a sudden has this hapened? What has changed that has caused this problem?

I'm having the same problem. It seems to have started after Auctiva had the "meltdown" with images a couple of weeks ago. I did not delete the images. These were active listings. I have spent the last few days trying to straighten out the mess. I wanted to spend the day getting books on but apparently that is not going to happen either. Auctiva must be having problems with this too as everytime I enter an ISBN it tells me " No Product Found'. I thought it was an Ebay issue but I can list directly from Ebay. I know that Auctiva supposedly saves us money on our lisitngs but with all the problems I have had with it the last few weeks, I think I'm in the hole. :-(

Hi there, I am also having problems with the images not showing up in all of my ebay listings. They are showing up just fine in Auctiva, but once I post to ebay some appear to be missing. This is not the case with every listing I've posted, but it is happening with enough of them to be causing problems.

ANY HELP would be greatly appreciated.

For example: in this listing
http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=3600...e=ADME:L:LCA:US:1123
All the pictures have loaded okay except number 3....it doesn't make much sense.

Hi 37492,

The issue you are describing is actually different from the what the previous posters on this thread were describing. The reason that the "Header Image" area is not being filled in when you import your listings from Closed to Saved is because the closed listings you are importing from do not contain header images.

Our technical team is still looking into the issue that is preventing you from removing the image that is in the first "Select an Image" box in some of these listings and I'll follow up with you via the support case you have opened on the subject what additional information becomes available.


Sage Thymes,

If images are being deleted from your active listings and you are certain you did not delete those images from your Auctiva account, please contact our customer team and let us know one or two examples of listings that exhibit this problem. We should be able to track down exactly how and when those images came to be deleted.

Also, we have not changed anything on our end with respect to the "Find Product" functionality so I suspect eBay must have changed something on their end of things. We anticipate this will be resolved with our routine category update this afternoon but, if that doesn't do the trick, we'll look into it further shortly thereafter.


themodo,

I believe the behavior exhibited by the third image in the listing you provided is a result of a bug in the Java based version of the new Auctiva uploader. A number of companies, including us, have brought this issue up with the company we purchased the uploaders from but we have not been given any indication when it will be resolved at this point.

The Java based version of the Auctiva uploader is used when you use the Auctiva uploader when logged in through the Firefox browser, and you can avoid the possibility of this happening by using a different uploader. You can even still use the Auctiva Uploader if you log-in through Internet Explorer because Internet Explorer uses the Active X based version of the uploader.


If any of you have any additional questions or concerns regarding your Auctiva accounts, please feel free to contact our customer support team by completing the web form on the following page of our site: http://www.auctiva.com/help/requesthelp.aspx

-Mike