I am new to active and have had several glitches with the images not posting correctly. I have been trying to get help for three days through the email system and still no resolve. Is this typical? I am ready to scream!
Original Post
Replies sorted oldest to newest
Hi leach,
Thanks for contributing to our forum. I just reviewed the support case you filed about this issue and, while I certainly understand your frustration, I am not aware of any specific technical difficulties on our end of things that would help explain exactly why this happened. I have definitely never heard of an image spontaneously changing after being uploaded.
The only ways by which it should be possible to alter an image after it has been uploaded is to use the “Edit” or “Replace” options on our site to resize, crop, or rotate the image, or to replace the image with a new image file from your computer.
The fact that even the copies of these images eBay made for display in the header and gallery areas exhibit this problem suggests to me that these images were most likely corrupted during the upload process and that the bidders you had bid on your items despite the image problems, as opposed to the images changing after they were uploaded.
I did conduct some test uploads using the image files you emailed to us and was unable to reproduce this behavior so I suspect that the corruption of these image files must have been a result of a connection hiccup during the upload process or some other sort of isolated glitch that cannot be reproduced at the moment.
Even though some of your listings had received bids by the time you noticed this problem, I believe you still should have been able to fix the problem with the images in question by using the “Replace” option on your Image Management page within Auctiva to upload new copies of those images in place of the corrupted ones as Alexis recommended Saturday morning.
We apologize for the inconvenience this issue caused you. I see that you have since decided to close your account but, if you decide you would like to give Auctiva another try in the future, please feel free to let us know and we will do our best to help you get started again.
-Mike
Thanks for contributing to our forum. I just reviewed the support case you filed about this issue and, while I certainly understand your frustration, I am not aware of any specific technical difficulties on our end of things that would help explain exactly why this happened. I have definitely never heard of an image spontaneously changing after being uploaded.
The only ways by which it should be possible to alter an image after it has been uploaded is to use the “Edit” or “Replace” options on our site to resize, crop, or rotate the image, or to replace the image with a new image file from your computer.
The fact that even the copies of these images eBay made for display in the header and gallery areas exhibit this problem suggests to me that these images were most likely corrupted during the upload process and that the bidders you had bid on your items despite the image problems, as opposed to the images changing after they were uploaded.
I did conduct some test uploads using the image files you emailed to us and was unable to reproduce this behavior so I suspect that the corruption of these image files must have been a result of a connection hiccup during the upload process or some other sort of isolated glitch that cannot be reproduced at the moment.
Even though some of your listings had received bids by the time you noticed this problem, I believe you still should have been able to fix the problem with the images in question by using the “Replace” option on your Image Management page within Auctiva to upload new copies of those images in place of the corrupted ones as Alexis recommended Saturday morning.
We apologize for the inconvenience this issue caused you. I see that you have since decided to close your account but, if you decide you would like to give Auctiva another try in the future, please feel free to let us know and we will do our best to help you get started again.
-Mike
Hi Mike,
We also had a problem on 40-50 of our listings in that the first picture was not showing up.
We got this message from E-Bay:
"We were not able to copy your picture. The server containing your image was unavailable when we tried to retrieve it."
This occurred when we tried to use the "fix your picture" application on E-bay.
In "image management" on your site we looked at the thumbnail photos that were uploaded. When we clicked on the ones that had failed to show up on E-bay we discovered that there was no picture there, even though the thumbnail was.
Obviously this was some failure to upload correctly on our part, or to transfer the first picture to E Bay. We are going to change the upload process to one of our faster computers to see if that helps.
For your other customers, they might want to check the upload status this way.
As a workaround, we went to our store and chose listings where the header/gallery picture was not showing up. We went to our first picture in the body of the listing and copied it to our desktop, just naming it #1, etc. Then we revised the listing using that picture. We clicked on "remove all pictures" first which actually only removes the gallery/header picture. The others are on your server I am guessing. We clicked the standard tab instead of self hosting. Then we uploaded the picture from our desktop. This saved us from having to find the file in our computer.
It got the picture to show up finally, but the supersize function will not work when doing it this way, which I can understand. It also will be a problem to relist the item later, but at least it shows the picture with our listing on E-bay.
Overall your product works just fine, but more server capacity would help.
We also had a problem on 40-50 of our listings in that the first picture was not showing up.
We got this message from E-Bay:
"We were not able to copy your picture. The server containing your image was unavailable when we tried to retrieve it."
This occurred when we tried to use the "fix your picture" application on E-bay.
In "image management" on your site we looked at the thumbnail photos that were uploaded. When we clicked on the ones that had failed to show up on E-bay we discovered that there was no picture there, even though the thumbnail was.
Obviously this was some failure to upload correctly on our part, or to transfer the first picture to E Bay. We are going to change the upload process to one of our faster computers to see if that helps.
For your other customers, they might want to check the upload status this way.
As a workaround, we went to our store and chose listings where the header/gallery picture was not showing up. We went to our first picture in the body of the listing and copied it to our desktop, just naming it #1, etc. Then we revised the listing using that picture. We clicked on "remove all pictures" first which actually only removes the gallery/header picture. The others are on your server I am guessing. We clicked the standard tab instead of self hosting. Then we uploaded the picture from our desktop. This saved us from having to find the file in our computer.
It got the picture to show up finally, but the supersize function will not work when doing it this way, which I can understand. It also will be a problem to relist the item later, but at least it shows the picture with our listing on E-bay.
Overall your product works just fine, but more server capacity would help.