Still no images. Need answer

File a support case on the Help page. It depends on each customer which images will be returning and which wont. A support person can give you more information.

As some of you may have already seen via my post on April 3rd, we are in the process of moving all of our images to new hardware. The new system was put in place after reviewing companies that do nothing but image hosting. We feel confident that the new image hosting system will be much more reliable, give us an almost infinate amount of room to grow, and take care of the backup of images.

We are doing our best to make sure the migration from the old hardware to the new goes as smoothly as possible and users have 0 downtime of their images hosted with Auctiva.

This past weekend we had an exception to this goal of 0 downtime. One small range of our users (2%) had their images purged after we thought the transition of images had completed successfully. This was a gross oversight on our end for assuming the transition completed without errors. This happened Saturday evening, around 5pm PST.

On Sunday morning, we restored all images that were uploaded over the past 2.5 weeks for the affected users. The majority of listings posted with Auctiva have images uploaded during the auction creation time and being able to immediately restore the 2.5 weeks of recently uploaded images will have resolved the problem for the majority of affected users. Unfortunately, this does not help those of you with older store items or relisted items.

We have all images uploaded during the last 2 months for all of these users on a backup drive and are currently copying those images over.

We have 100% of the images for some of the affected users on the backup drive and as we sync the backup images, these images will be copied over as well.

By the end of day today, we will have restored all the images we possibly can. Restoring is happening as of this very minute, so some users will already have their images back.

I deeply appologize for the loss of images to our customers. We look to regain your trust in our image hosting as soon as we complete the transition of images. I know it won't come easy, but I do hope to someday read these message boards and not have to see any reports of missing auction images.

Kevin Kinell
VP Engineering
Auctiva Corporation

As some of you have probably already noticed, images are being restored.

Teeger, you probably had more images than just about every other user that was affected. I see they are all back now.

-Kevin

I am still missing all my ebay store pictures. I am wondering if all the pics are going to be restored or are some going to be lost. I can be patient if I know they are coming back. I have had several customers in the past 2 days emailing for pictures of items they are interested in. Auctiva is the only place my photos are stored.

Ineedhelp you are in the group that lost all images older than the 2.5 weeks. You'll need to reupload them and either use the replace feature on our site to get them in the listings or just append the new ones to the each listing.

Well I guess thats goodbye to all my photo's as well... I have waited all day to see if even some of them would reappear, but no such luck.. So I guess it's back to scratch for me as well..All of my photo's prior to the 23rd March have gone. Out of 500 images, I only got back 11.. Well, lesson learnt, don't store all of your photo's in one place..

ok, i'm sure you auctiva guys feel like you have answered the q's as best you can... but i'm still not sure what to think... all my pics are still missing.. to answer my post elsewhere, auctiva jeff said my pics were one that was on backup and would be restored... auctiva kevin says, above, that all pics that *can* be restored would be restored by the end of the day yest... my support case reply was basically, 'we're aware and hope to be able to fix it'... my home puter crashed a few mos. ago, so i have no backup pics.. i'm just wondering if i have to retake all the pics, or if they *are* going to be restored like jeff said..? is there someone who can tell me, 'if your pics aren't back by blankety-blank you can assume they're gone for good and redo 'em yer damn self' ? or something? please and thank you!

Jeff, thanks for the info and I appreciate a direct answer. I do have some of the store photos back but several are missing, I can handle that, AT least ALL are not gone. I sure hope this doesn't happen again to any of us. And maybe in the future if there are going to be major transfers to new and "better" hard drives (whatever it was) on Auctiva's end, you can send us all emails with alerts to start backing up, bailing out or grabbing a lifeboat, instead of just being sunk!

So at this point can we assume that if we do not have our pictures showing we need to start over? I have had very poor response from customer service, so I would appreciate one of the engineers who have responded here to let me know if we are at an end point. An amazingly huge number of my pictures are not showing up. Thanks, Clay

Auctiva Jeff, Can you tell me what group I am in? Am I in a group to expect the pictures to come back? Or are they gone forever? I would like tio know soon--customer service has been very disappointing on this issue. Thanks, Clay

A couple updates here.

1. The IT team has informed me that the restore for all images uploaded within the past 2 months is taking longer than anticipated. We are restoring these images from a remote location, so it's not just local disk to local disk. Thus, not everyone has been completed for their last 2 months of images.

2. Jeff is a little off with his 2.5 weeks post above. We had images from the previous 2.5 weeks right away and are working on getting images from the last 2 months. If you are one of a select group of users, you will not have images restored past 2 months old, as is the case for ineedhelp.

-Kevin

lonestartrains,

Your images up to 2 months old will be restored within the next few hours. Images older than that are lost.

-Kevin

Thanks very much for the detailed update, Kevin. Really bad news, but it helps. Clay

I posted several auctions yesterday morning on ebay.ca, and only a few images have loaded up onto the auctiva website. Many of the images are not displaying on the auctiva website nor the the selling window. I thought it would load onto the site after an hour or so, but it's been nearly 24 hours now.

Question:

Has the IT team done all they can do or are they still working on this issue?

In other words, at what point will Auctiva say "We have done all we can do, there is nothing else that can be done, the images are permenatly lost and will need to be re-uploaded by the seller"?

I went through all 475 or so auctions one by one and it took me about 4 to 5 hours, only 8 or so are missing all the photos. 3 or 4 auctions had one or two photos missing and I simply was able to just delete them out of the auction and it still carries its message. I suppose I have been hit lightly and totally feel for the people who lost hundreds if not thousands.... I hope the new server will eliminate the past problems with down time in the photos.

Best,
Paul Trosko

OK, so I try to upload new images, this is the 4th day and still does not work...

Also can't access folders for images that I loaded last week...

Can find them once in awhile when looking through all images, but when I try to add them in a listing it won't let me access them.

Afraid there are more issues, then what we have been told. This situation should have been resolved since April 3rd.

Unbelievable....

All images that can be restored, have been restored at this point.

I again appologize for this major mistake on our end and can not wait for Auctiva to be completely migrated off the old hardware.

Let me know if you have any remaining questions on this topic.

-Kevin

Can you post questions not related to this issue in a new thread? The last few posts have all been unrelated.