Can't upload Book after 3 days of trying!

[sallystew@sbcglobal.net]

When I press "PURCHASE" button, I get a screen that indicates the book is being sent and I need to wait. However, there is a red message that says,
"You have clicked back into the Bookmaker software".
I haven't done anything of the sort. I just clicked the purchase button...
It says to go back to the shopping cart....I haven't gotten into the shopping cart!
I have done everything I can think of to set security to communicate with My publisher...I have even sent 2 of your form letters asking for help and one email letter begging for help....no response to those either.
The first form letter said it would take 8 hrs for a response but that you had extended the deadline for the 40% off coupon. The second one said it would take 16 hours (24 hrs after the first one...)
I really wanted to order 6 copies of the same book and now I the coupon has expired....I really put a lot of work into the book
Please help...I hate to start over with a different company...
Thanks for any assistance that you can give me!
Sally

[mypublisher]

Hi Sally -

Please confirm the following things:
1) Are you using BookMaker 2.2? Are you SURE it's not BookMaker 2.1?
2) Is Internet Explorer 7 set as the default browser?
3) Your security settings are set to medium
4) You have cookies allowed and enabled.

The coupon is valid through the end of the night tonight on 11/9 (midnight). If you still can't get in, Customer service will definitely write you back and honor the coupon even past that time, since it was due to a technical issue.

Fear not! We'll get you in!

Sincerely,
MyPublisher

[sallystew@sbcglobal.net]

Thanks so much for taking care of this order...
--I definitely have 2.2 version bookmaker and deleted and redownloaded the software in case I had a problem file.
--Cookies are enabled because I went to that file. Deleted some cookies as it was nearly full. Does this take a lot of space? I never know what cookies to delete so I deleted those not used until 10-07.
---I Have Explorer 7 software as default browser
---Security settings appear to be set at medium.

I also have Norton Internet Security and tried it without the "outmail emai scanning" and it still did not work.

What else? It seems that the Purchase button just isn't connecting to the Internet.....

I so very much appreciate this company's willingness to honor the coupon late as I was quite excited about creating this book!

[sallystew@sbcglobal.net]

Are you still there?

[mypublisher]

Hi Sally,

I'm not sure what else to tell you to try. If you do in fact have all those configurations, you should be getting through. Can you possibly EXPORT your book and try it on a friend's computer to purchase? Everyone has different computer configurations, so it's quite difficult to tell exactly what is going on with your specific case.

Do you have pop up blockers? Cookies take up very little space so that shouldn't be the issue.

It also sounds like you didn't disable your firewall to try...can you give that shot? Disabling it for outgoing mail won't make any difference.

Sincerely,
MyPublisher

[kittykatzu]

I too am having all the same issues. I have exported it and tried it on my laptop. I got 10 more pictures to go through, but then hangs up. I have contacted customer service about the cost issues, but have not heard back yet.

[sallystew@sbcglobal.net]

Okay....I can get in from another computer and it appears that it will load. However, I am hesitant to continue because I want to order 4 or 5 books with the 40% discount from this file as mentioned in my first email. Can you tell me how I will still get the discount? Thanks so much....Sally

[kittykatzu]

Sally, I am glad that fixed your issue. Unfortunately mine still won't upload on either computer. So frustrating not being able to talk to a person, plus no one has directly talked to me about my computer problem like yours.

[Anna]

If your upload stops at the ten picture, maybe the tenth photo is corrupted or the 11th could be corrupted, try changing that photo, or try deleting it from book, and then adding it again. Sometimes a corrupted file will not let you upload.
Hope someone answers from mypublisher with more details for you soon.

[kittykatzu]

Yeah I have tried that. It had told me that picture 1 would not load. I took it out put a different one in. Switched pages and then the same "picture spot" came up with the error. It was a different page, layout, and picture. So switched back and now it's telling me another picture on another page. However, it is not consistant. Some times it has stopped uploading and it will tell me its unable to upload the book and gives me a picture to refer to and sometimes it hasn't. It has stopped at 130, 140, and 150 and I had not done anything different in between attempts. On two seperate computers. I have done EVERYTHING that I have seen in the forums by turning everything off, reloading software, exporting, importing, rebooting, cookies, cache, browser, privacy settings, blah blah blah. It should not be this difficult! uggg. I am about to go elsewhere because I am driving myself crazy and taking my husband with me.

[sallystew@sbcglobal.net]

Kitty and all others!
Tech support finally got through to me from my letter 3 or more days ago and it was super! They gave me a complete list of steps to consider taking as well as a special code to give me a backdated allowance for the special discount. The steps are very clearly written so I will try them all for future orders as I still can't get my computer to get online through the PURCHASE button. I have gone ahead and ordered through my other computer now.
This company seems so dependable in this frustrating experience. It's just that with all the security we need now that this is not an easy thing to accomplish. But they are good commucators and pleasant to deal with!
Thanks so much...good luck to you all.

[Anna]

Hi Kitty,
I'm sorry that nothing seems to work for you. Have you tried contacting customer service directly on their contact page where you can send a email through a form? It should not be this hard, and no, it was not this hard for me. I can definitely see your frustration...I would go crazy too if I did everything like you have! Please don't give up. Take a break, contact customer service, they are very good at resolving problems, complaints and making you happy. Don't worry about coupons, I think after what you went through, they will honor the coupon for you on a separate basis. They seem to be very good with customer service.

So please give yourself a break, and try it after sometime. When you contact customer service, tell them what camera you used, the mega pixels, the resolution details, and your PC's full details...don't leave anything out. Be patient. Their books come out great...thats why I keep ordering despite so much trouble with their software..and they do keep updating to better versions and their customer service is quite good and lenient. Otherwise i would also go to other book making sites. As far as I have researched, none of them have this much quality.
No, I'm not their employee...I ordered one book from them in August after having many troubles with software, was happy with the printed book, and I have ordered another one recently...waiting for it eagerly...because this one is very large book for someone else. Hope I'll be satisfied again.
Bookmaker kept crashing so much for me this time, and sometimes without any warning, I was almost fed up like you! I still couldn't finish my other books to take advantage of the costco 45% discount...but what to do. Now I'm just taking a break!

[kittykatzu]

Sally, do you have that checklist that may help me? I am at a loss on what to do and I am out of resources.

[sallystew@sbcglobal.net]

Great idea Kitty! (fortunately...I just logged in to see what if this was signed off...)

Customer Service Reply;
I understand your frustration in trying to place an order and I apologize for the problems you are having. It sounds like there may be some type of firewall issue that is not allowing BookMaker to access the internet. MyPublisher Bookmaker needs to connect to the internet in order to function properly.

If the Bookmaker splash screen is freezing when you launch the software or you are having difficulty uploading your book, please refer to the suggestions below to ensure a successful connection and upload:

~ Close all web browser windows and programs including BookMaker.

~ Turn off (disable) your anti-virus and anti-spyware software. Programs like Process Guardian, Hijack This, and WinPatrol must be given permission for MyPublisher Bookmaker to connect to the internet.

~ Your firewall may be set too high. Allow the http://www.mypublisher.com URL to be accessed through your firewall. If you have Windows XP with Service Pack 2 installed, you must ensure that you have either disabled your Microsoft Windows Firewall (or other brand software firewall) or have added MyPublisher Bookmaker to your firewall permissions. Please refer to the Help section of your firewall software for any other software manufacturer other than Microsoft.

~ Please refer to the Help section of your software if you are using a firewall other than Windows XP's Firewall. To allow MyPublisher Bookmaker to connect through Windows XP's Firewall:
i. Click on My Computer
ii. Click on Control Panel
iii. Click on Security Center
iv. Click on Windows Firewall (under Manage Settings for:)
v. Click on the tab labeled Exceptions
vi. Click Add Program
vii. Scroll down until you see MyPublisher Bookmaker and then click on it. Then click OK to close the window.
viii. Click OK to close the Manage Settings Window and then close the Security Center window.

~ If you have a router you may want to try to enable DMZ so your computer is excluded from the firewall. To do this you should go on the manufacture's website of the router and get specific directions for your router.

~ If you do not have a router, and you have disabled all of your firewall and antivirus software it can be caused by too many programs running in the background, a virus, or spyware.

~ Add MyPublisher to your Internet Explorer Trusted Sites:

i. Right-click on your Internet Explorer Icon on your desktop
ii. Click on Properties
iii. Click on the Security tab
iv. Click on the Check Mark marked Trusted Sites
v. Click on Sites
vi. Add http://www.mypublisher.com
vii. Click on OK

~ Give MyPublisher "Privacy" permission:

i. Right-click on your Internet Explorer Icon on your desktop
ii. Click on Properties
iii. Click on the Privacy tab
iv. Click on Sites
v. Add http://www.mypublisher.com in the "address of web site" window
vi. Click Allow

~ If you are using a computer that is connected to a corporate or institutional network (e.g. at college or work), you may not be able to upload your order because of this network firewall and security settings. If this is the case, you will need to use a computer that is not connected to a network.

~ Another reason that the screen may be freezing is either because it does not have enough free resources to run (RAM memory). We suggest that you only run the BookMaker software and that you close all other software programs for optimal performance.

~ If you have several books saved in BookMaker, we recommend that you export (save) the books you're not working on onto your desktop so that you are only working on one book at a time. Once you have exported your file, you can delete the file within BookMaker to maximize memory space. To put the exported book file back in BookMaker, you can import it. The Export and Import functions can be found in the File menu at the tool bar on the top of the screen in BookMaker.

If you are still not able to upload your book, delete your cookies and temporary files. Here's how:

For Windows XP:

~ Open a new Internet Explorer browser window
~ On the menu at the top of the screen, click on TOOLS
~ Select INTERNET OPTIONS
~ Click on the GENERAL tab
~ Under the "Temporary Internet Files" heading, do the following:
Click on DELETE COOKIES
Click on DELETE FILES

For Other Operating Systems:

~ Right click on the Internet Explorer icon
~ Click on PROPERTIES
~ Click on the GENERAL tab
~ Under the "Temporary Internet Files" heading, do the following:
Click on DELETE COOKIES
Click on DELETE FILES

If you find that you are still unable to upload your book after making the above changes and rebooting your computer, we recommend that you re-download BookMaker and reinstall it over your existing copy.

Here's how to re-download BookMaker:

Open up a new Internet Explorer window, go to http://www.mypublisher.com and click on Download BookMaker Now. Then click on RUN, then accept the license agreement. The book file in your current software will be transferred to the new version.

If all of the above suggestions do not resolve your problem then we suggest exporting your book and uploading it from another computer.

If you want to upload your book from a different computer, make sure you have a Data CD to save your book onto and then follow the steps outlined below:

(1) Export your .dime file from the BookMaker software onto your hard drive. Here's how:

~ Go to File
~ Select Export
~ Select the directory (folder or desktop) where you want to save your book
~ Name your book file
~ The Save As type will auto select as a Dime package (a file with the extension .dime)
~ Click Save

(2) Open your CD writing software (such as Roxio, Easy CD Creator, or Record Now)

(3) Copy the .dime file from your hard drive to the Data CD as a Data file through the CD writer

(4) Download the BookMaker software onto the new computer. You are now ready to import your book file from this CD onto this computer.

To Import your book file back into the BookMaker software:

~ Go to File
~ Click on Import
~ Select the .dime file (your book) from your Desktop or Folder
~ Click Open
~ The file will be added to the BookMaker software into your book library.

I apologize again for the inconvenience. If you have any more problems or questions please feel free to contact us.

Best regards,

Debbie

[mypublisher]

Thanks for posting that Sally.