Photobook not uploading to purchase

[dnthinnes]

Hi everyone, I'm a newbie to mypublisher.com and I'm having an issue...I have been working on a baby book for the last week, which I finally finished last night. I was so excited to send it in to be printed. I previewed my book, submitted all my shipping and credit card info and the book upload 130 of 159 pictures and then times out. I finally gave up trying after my 3rd attempt failed. I even restarted my computer....

Any suggestions? Thanks much!

Message was edited by: dnthinnes

[mypublisher]

Hello - did it time out at the exact same point each time? Is it timing out when it says "optimizing" photos or "uploading" photos? If it is at a specific point each time there could be a problem with 1 specific image. What type of Internet connection are you on? High speed or dial up?

[ajbrogan]

Hi. I have been having the same problem for weeks now. On my computer, the optimization process stalls every time at picture 290 out of 335. I have tried everything I can think of. Today I read a lot of the posts and tried the following:

--Went to my husband's computer rather than mine
--Downloaded the 2.2 software
--Used firefox rather than IE
--Made sure the firewall was off and popup blocker was disabled
--Exported my book from my computer, burned it onto a DVD, loaded it on my husband's computer
--The book loaded perfectly into the software

When I try to purchase the book, it now stalls at 240 out of 335 (on my husband's computer).

I have written to customer service several times about this and each time get a standard response that maybe it's one of my pictures. To test this, I deleted the last 10 pages of my 100 page book. Now the 90 page book goes through perfectly. I then re-created exactly the 10 pages I removed into a new book. That one goes through perfectly as well. So, it seems it's not one of my pictures. When I wrote back to customer service to let them know about this, I got no response at all (it's been over two weeks).

One thing to note is that I had installed the softward on my husband's computer once before. So, to get a fresh start, I uninstalled it and re-installed it today. But, it doesn't really seem to be taking long enough to do either the uninstall or re-install. It seem like it's just hiding the software and then un-hiding it. Should I try something to get a real fresh start?

Do you have any other suggestions? Lots of people seem to be having similar problems. It would be good if your FAQ page had more information about how to solve this problem.

Thanks,
Anita

[ajbrogan]

Here is some more information I just gathered:

--On my computer, I had been using IE 6. The optimization process got stuck every time at 290 out of 335 pictures. I had figured out to open the Windows Task Manager window so I could watch the CPU usage history. Just after getting to 290, the usage would drop down to 0% - at the exact moment the process hangs.

--On my husband's computer, as I mentioned, I tried firefox first and the optimization process got stuck at 240 out of 335 pictures. Same thing happened with the CPU usage (dropped to 0%).

--Just now I tried it with IE 7 on my husband's computer. This time the process again got to picture 290 out of 335. The CPU usage dropped to 0% at that point, just as before.

Anita

[ajbrogan]

Okay, just a bit more information to rule out some of the suggestions that have been offered:
--My computer has 1.5 GB of RAM, my husband's has 1 GB.
--We have high speed internet.

I just figured out, based on an older posting by "johnnyr", how to uninstall and reinstall MyPublisher. He says:
The next step would be to completley remove mypublisher from your computer. you need to uninstall it, then once thats done, you need to delete the folder located at
c:/documentsandsettings/"username"/application data/Mypublisher

So, I did that, but my problem persists.

dnthinnes: I hope you are having better luck. Maybe my compilation of a lot of the suggestions I have seen has helped you. Maybe one of these things that hasn't worked for me will work for you! :)

Anita

[mypublisher]

Hi Anita - I will have to pass this series along to one of our developers for analysis. That is very interesting indeed that both portions went through OK. I may need to get your book file but I will contact you offline with any new information I receive. I have your email address.

Sincerely,
MyPublisher

[ajbrogan]

Thanks for responding to both of my requests for help (this thread as well as my newer one). Just to make sure there aren't two MyPublisher helpers trying to solve the same problem, I am hoping you noticed that my more recent post is for this same problem.

To dnthinnes: I hope that the replies above as well as my more recent, separate post (called "So frustrated! Upload stuck in optimization process") have been helpful to you. If the developers are able to come up with a good solution to our problem, hopefully the MyPublisher helper person will post it so you can read it too.