Aviary not publishing

  • 1
  • Problem
  • Updated 7 years ago
  • Solved
Anything edited using Aviary does not publish.

Blank photos throughout our three (3) websites on various pages for a few hours now.
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Andrew Clark

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  • frustrated

Posted 7 years ago

  • 1
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Andrew Clark

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Just took us over 5 hours to fix and redo all on three (3) sites - no thanks to Yola server problems, but we are not going to lose anymore time and money with blank unprofessional website pages unlike Yola...no excuses please people you have a problem which is causing serious service issues.
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Andrew Clark

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STILL NO SOLUTION AFTER 17 HOURS AND STILL MY WORK BEING LOST AND DOWN TO YOLA SERVERS...

Please fix. No excuses now you are costing my team money and time.
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Justine

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Hi Andrew,

Could you please provide me with some names of the files you have edited with Aviary, as well as an example of pages they have been added to? I have visited your site, http://www.formarkracing.com, and can see all the images - but I am not sure which ones were problematic.

I would like to test editing on Aviary and then publishing the edited images, but I do need to know the exact process you followed as well as whether the blank images were displaying in the Picture Gallery Widget thumbnail view only, or on the enlarged images too?
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Andrew Clark

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Justine

we have used standard jpegs from our colleagues but no details on this open blog forum as sensitive (f1);

please fix and acknowledge server faults or we consider relocation-we need a reliable source and service provider and moving on!

Andrew
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Andrew Clark

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We have flixed all yesterday's problems over 5 hour's re-work due to Yola loss/server...

It's what you DON'T see that HASN'T uploaded due to server problems!

For example-on our HRT F1 page-24 x images have been lost but you cannot see them as still represented by yesterday's information. Server kicked them out. Aviary/Yola...just fix and soon Please.

Gedidit?
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Justine

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Hi Andrew,

The reason I asked for file names is so I can check whether they have special characters. Having special characters in a file name will cause it to display as a grey block in the Picture Gallery Widget thumbnail gallery.

I understand that this is sensitive information. I would really like to assist you with this and I encourage you to mail support@yola.com, which is not a public forum.

As we have mentioned previously, we are absolutely willing to take accountability for server issues. However, it is difficult for us to do this if no other users are experiencing this problem and if we are unable to test (and try to replicate) the issue.

I understand your frustration and I hope you are able to work with me on this.
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Andrew Clark

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Email does not work - the last one still has not been replied in 18 hours...

Because we will get a stock response then nothing.

Your reply is pathetic.

And we will miss our deadline.

Unprofesssional and in denial.

At least six (6) I.T. companies specialising in sport ALL are monitoring this-and ok my missives will be criticised but your Yola inability to be factual will lose you further business. Apallied and disgusted.
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Justine

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Hi Andrew,

I have visited the page you mentioned, and all the thumbnails loaded for me. But, from what you have said the problem is that you uploaded new images to that gallery yesterday and they are now missing.

I can see that your site has been published and have placed the preview version and published version side by side and compared them - they do look identical to me.

If you have uploaded images to the gallery and published the changes, all the images should display in the thumbnail gallery. From what I understand, you did that but 24 images did not upload.

Could you please let me know the steps you followed when you edited and uploaded the images? I would like to retrace your steps and test the process. Can you also please let me know if you received any errors during upload? This information is helpful to our engineers.
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Andrew Clark

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Our deadline has been lost-thanks Yola!

Our normal procedure:

Locate files from supplier: jpegs & pngs.

Download. Save to file.

Upload. Save to Yola website file ie HRT F1 edit.

Publish. Server from Yola loses all.

OK?

Now please fix or forget because we have work to do in the real world.

Kind regards, Andrew and a team that just lost money.
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Justine

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Thanks for providing those steps. You have mentioned that the issue is with Aviary. Could you please let me know at which stage you use Aviary, which functions you use and whether those files are the ones you upload to your page?
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Justine

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Hi Andrew,

I can see there are emails from your partners, and they have been mailed from addresses that are not linked to Yola Silver accounts. When an email comes from a Yola Silver subscriber's address it is routed to a special queue to ensure it is responded to within 24 hours.

Should your email not be sent from a Yola Silver-linked address, you will receive a response indicating that you will be attended to within 48 hours.

Please also understand that my answers are not intended to be stock responses. As much as I want to, is it extremely difficult for me to assist you without asking as many questions as possible. If no information is required, it does end up being very hard to find a resolution, as well as enormously difficult to provide factual feedback. I am sorry if you are dissatisfied with this.

I have responded to your email and I am happy to move this discussion to email support - please let me know if this is more suitable.
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Andrew Clark

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Apalling
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Andrew Clark

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NOT FIXED
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Laura Thomas, Social Media Coordinator

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Andrew,

We realize you are frustrated, yet you seem to think posting negative comments with little to no useful information about what you are experiencing will resolve everything. You also seem convinced that you know what the problem is and we are choosing not to resolve it. Based on my review of your activity in this forum it seems we are not able to meet your needs or expectations. As such we are happy to offer you a full refund and cancel your account. I believe your needs would be best served by finding a new website host.

I will contact you direct to work out the details of your refund and we'll allow you some time to gather any assets you may need to save from your account. If you continue to spam our forum with complaints that do not include useful information, we will be forced to ban you so please keep your comments professional if you wish to remain active here.
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Andrew Clark

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Sorry Laura you were right and we were wrong,

Chris and team