having trouble up-load book

[maomao]

I have book creating in version 2.0 and saved in the desktop. Two weeks ago I finally had time to get back to my book and the software asked me to upgrade to a new version 2.5 when I opened the book and I did. After that I notice that my book has all these advantages of new version, but still shows the 2.0 every time I open it.

Now I have about 186-pictures book ready to be published and I'm having difficulty to up-load the book since yesterday. I don't have any other programs running when I load the book. And I had no problems for my computer for the last book I published. So what is wrong with my book this time? I'm very frustrated now and any suggestions are highly appreciated.

By the way, Instead of re-do the page, does this program allow the whole page to move into a different location, say move page 2 to page 10?

Many thanks in advance.

MM

[Judy48Andrews]

I am having exactly the same problem and I have emailed twice for support.
Still no answer. The books are beautiful so I would really love to get this one done also.
JCA

[Henna]

I'm not sure about your first issue, but changing pages is actually pretty easy. Instead of having the picture pool at the top, change it to showing the pages (click "Pages" in the upper left hand corner of the screen, right under "Photos"). Find the page you want to move on the slide bar and simply drag and drop the page into the new location. Hope this helps!!!

[Shadrak]

Normally when I prepare a book, I put all of the pictures I'm going to use in one folder. The only time I ever had trouble uploading a book was when I added a couple of pictures when I was near completion, and those pictures were in different folders. I don't know if having all the pics in one folder matters, but it might be worth a try.

Good Luck

[mypublisher]

Another way to move pages is, while in Make Book mode, click on the All Pages view button in the lower left hand corner of the toolbar. This will show all the pages you have created. You can then drag and drop pages into the order you want them.
Also, sometimes upload problems are caused by firewalls or anti-virus software blocking the internet connection. Where in the upload process did you run into the problem? If you give me a little more info on when the issue occurred, I may be able to help you resolve it.
Thanks!

[phylwags]

I'm having the same problem as maomao. I've spent hours organizing my book and now I'm ready to scream, since I can't get my book uploaded. I, too, upgraded to 2.5, but it still shows at 2.0. After I click purchase, my browser pops up and then goes dead. No problem with my computer. It's something with this program. I've upgraded my Internet Explopre to version 7, etc.

[mypublisher]

Often times, a firewall or anti-virus software can block the MyPublisher shopping cart from opening. Please check to make sure those are disabled or set on the lowest setting in order to allow BookMaker to access the internet.

Also, cookies need to be enabled for the upload to be completed so you may want to check your cookie setting as well to allow for cookies.

[georgio]

Could you tell us what port(s) need to be opened on the firewall? It's not advisable simply to turn it off altogether. Cookies are on. MyPublished never finishes uploading. It just keeps on going, "Please be patient .. while we upload your book" for over 3 hours, much longer than it would take to upload the amount of data I'm sending. No error messages are given. Please help. Thanks.

[bap1@cox.net]

I am also having the same problem. I completed 3 books without any problems. I went in to start another on version 2.0. I upgraded to 2.5 as recommended but the 2.0 screen still comes up, will not open or close and blocks any other program window I try to open. I have to re-boot to get rid of the opening window. I uninstalled and reinstalled but the same problem occurs and it happens on both of my computers.

[H_Daley64]

I am very frustrated. I tried over the weekend to send you guys an email twice and never heard a response. The second time it came back as undeliverable. Your customer service email seems to be as buggy as your software. And by the looks of these forums, you don't answer customers back here either. I'm having a problem uploading my book. Everytime I click on Purchase it says not to click back out of the purchase session but it doesn't go anywhere else. I wait and wait much like I have been doing waiting for a response back from MyPublisher but all I get is nothing.

I just wanted to put my 2 cents in. I was having problems with uploads too and it seemed like I was getting nowhere. I did get a response from customer service, several in fact. Ayana was very helpful but unfortunately my problem was too complicated to be handle by email. I really like MyPublisher's product but for such a hands on product there is a real lack of tech support. It was only after I went back and forth a bunch of times that I finally received a phone call from Glen in customer service. He was terrific and resolved my problem. Kudos! Somebody give that guy a raise:)

It turns out that my AOL software was the culprit. MyPublisher's customer service sent information to me that really seemed to cover all bases but I just didn't get too far. After speaking with Glen I found out that AOL's security suite and other software I had was stopping my web browser from launching. My computer was so screwed up by it that the email suggestions just didn't cover all the bases.

If you have AOL be forewarned. Make sure you either get rid of it or disable it when using their software.

Now that I am up and running, I'm looking forward to making one of their new book jacket books. This seems like the answer to professional photographer's wishes. But please MyPublisher, get with the times and add phone support. Why dampen the experience? As a busy professional, life's to short to sit by the computer waiting for a response. Customers need quick answers.

[mypublisher]

It sounds like your browser is not launching. Please make sure you have a browser window open before clicking purchase and that a firewall is not blocking BookMaker's access to the Internet.
And I apologize that you did not receive an answer back from Customer Service. Try using the form on our support page (http://www.mypublisher.com/support.php) to help ensure your question reaches a customer service representative.

[H_Daley64]

A web browser is supposed to launch? I never saw this happen in the past. My problems started with this new upgrade. It was jarring enough that once it upgraded it looked totally different from what I was used to. My web browser is working just fine. I can surf the internet and access everything else. I tried opening a browser and then clicked on purchase but it made no difference. I still get the same message. How long am I supposed to wait to see if something happens? And my firewall is turned off. So much for getting this book for Mother's Day.

I am having the same problem-my computer goes to a screen that says to go back to the browser-contacted customer service via email several times-I got responses after a couple of hours-I tried their suggestions but some of them I am just not technically proficient enough to figure out- I also was trying to get a book out for Mother's Day. I now have looked at other web sites and unless I get some real assistance soon I will just use someone else. I agree with the other people who have said please have support available on the telephone! My last email to customer service said thatI am too frustrated I give up, maybe I will try back in the morning, this was after I had worked on the album and tried to transmit for a full day and I didn't hear anything after that-I guess they get that so much they don't bother to respond. It makes me wonder how a company with an awesome product doesn't want to make sure it is accessible to everyone who wants to purchase it! Here I am, money in hand but unable to buy your product! Sorry, I am forced to go elsewhere.

[mypublisher]

Yes, we have changed our purchase process. Now, when you click on purchase, you should be taken to our shopping cart in a new browser window. If the shopping cart is not launching, please be sure of the following:
1. That you have disabled/set to low all firewalls or anti-virus software.
2. That you have enabled cookies.
3. That you are using a compatible browser such as IE 7 or Mozilla Firefox. AOL browser blocks your computer from reaching MyPublisher's shopping cart.
4. That any ad blocks or pop-up blockers are turned off. Some browsers may confuse BookMaker's call to the Internet with a pop-up.
If these suggestions don't work, please contact customerservice@mypublisher.com and we will get back to you individually with possible solutions.

[maddy]

I had the same problem. Have never been able to download MyPub software with either AOL or explorer. Always locks up my computer and everything else running to the point where the only solution is to turn off computer. Only away around it, is to disable firewall, which one shouldn't need to do.

[pov_steve]

This seems to be a fairly common problem with your software. I click the purchase button and no browser window opens, therefore no opportunity to create an account. I have turned off all of my security (which others have pointed out is an insane requirement) and still nothing. Also, no response from your customer support.

Frustrated in Chicago

[jv]

Ok...I've been waiting for my book to uplaod for over a half hour. Should it take this long? I've also been charged twice for one book.
I really want to just order my one book, be charged once for it and have it sent to me. I've tired emailing support and haven't gotten a response. I'm afraid that if I try again I'll be charged a third time.......

[sindea]

I know I have just joined in and I have already posted. But I am really not happy. I have read all of the threads on this issue, taken all of the advice that everyone, including the posts from My Publisher- and still no luck. And I am very concerned that I will not hear back. I have 1 special teacher (whom the book was created for) and 20 wonderful students (who all want a copy and have paid for it) that are counting on this book.

Can this please get resolved and can I please get some customer service? thanks.

PS- I am not running AOL, nor would I. I use a Verizon DSL connection, and run the latest version of Firefox. I have even tried uploading with IE open, just to try it out.

Message was edited by: sindea

[mypublisher]

Hello Everyone - I'm sorry some of you are experiencing upload issues, I will be contacting you individually to work through the issues and ensure you are receiving the proper response. We actually do not have many issues from customers at all with regards to uploads. I understand there are a few of you who do have issues though so I'll do my best to help.

Thanks for your patience!

Sincerely,
MyPublisher

[dixiechicken7002]

Hi, I am having so much trouble and I'm really getting frustrated. Because my dial-up is so slow, the computer told me I was timed-out, and I didn't know what that meant, so I kept closing the program and re-starting it. Every time I did that and clicked the 'Place Order' button, I would get charged again!! Now my checking account is at NEGATIVE $200 and I haven't even been able to upload anything! Please tell me how to get my money back!!!

Support hasn't responded and I've been waiting HOURS. PLEASE HELP!!!

[mypublisher]

Hi DixieChicken7002 -

I apologize that customer service has not had the opportunity to respond to you yet. I am passing your case onto our Customer Service Manager who should be contacting you shortly.

I also want to ensure you know that your debit or credit card is not actually charged, it just goes out for an authorization. We don't charge our customers until the order physically ships from our plant.

Unfortunately, dial-up connections are very unstable and uploads can take a very long time. It becomes timed-out when it does not respond for a very long time (over 15 minutes).

I'm having someone contact you so please stay tuned.

Sincerely,
MyPublisher

[jalajala]

Hi all
I saw 2 problems when I uploaded my book last week -

1. the URL that myPublisher automatically forwards you to has an extra space in it. So you'll see an error message on the screen that no amount of hitting the Back button will fix. The URL should be https://commerce.mypublisher.com/merc/mpstartsession.htm?[a whole lot of parameters So you may need to remove the space that appears after "/merc" I think it is written as %20
(Today, the problem appears to be fixed but just a note....)

2. After my book was 100% uploaded and I received a confirmation email and printed my invoice page, the upload page reappeared and kept saying the upload was in progress. Weird. It said it was 100% complete, but the upload page wouldn't change to the confirmation page. I just closed out of the screen since I had my confirmation.

Fingers crossed that i get my book with all the photos. :-)

[fcmanegdeg]

I have a similar problem! My credit card has been charged TWICE! please reply immediately.

[fcmanegdeg]

When can I expect a refund?!

[mypublisher]

Hi fcmanegdeg -

I'm sorry you had some trouble uploading. I will pass your contact information over to our customer service supervisor who would be happy to assist.

Sincerely,
MyPublisher