Since a few weeks ago pictures on my site hosted through Smugmug have been X'd out. This is happening on my bio page as well as under my portfolio tab. I can still see pictures after I access a clients galleries. I have been losing potential clients because they can not preview my work. I have sent two e-mail to the support heroes over the last week with no response. Any help or ideas would be greatly appreciated.
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We're sorry you're having problems with your site! We can help you get this fixed. It appears the your custom domain settings seem are incorrect or outdated. Please follow our instructions here on how to set it up properly at your domain registrar: http://help.smugmug.com/customer/portal/articles/93340-custom-hostname A while back we changed the way custom domains work, moving the location from www.smugmug.com to domains.smugmug.com. We notified our customers on the necessary change a couple of times. Sorry to hear that you didn't get the instructions. We've been accommodating incorrectly configured domains (since we made the move to Akamai to improve performance ) for almost two years, to give users ample time to resolve any issues - We've been slowly pulling back on the accommodations, and yesterday we threw the third switch, finalizing the move, and unavoidably causing sites that were not in compliance to experience problems - It looks like you are still using the older method of pointing your domain to your account, but that will no longer work. You will just need to make one quick change to your domain setup, and you should be all set. You'll need to log into your domain host (separate from SmugMug), and update your CNAME record to point to domains.smugmug.com instead of www.smugmug.com. Once you update this, your site should start functioning normally very soon (as soon as the domain change propagates). If you're struggling with this, we'd be happy to help you get this set up quickly. If you could just let us know: 1) the name of your domain host (not SmugMug, but the domain registrar) 2) the user id for your domain host 3) the password for your domain host (you might want to change this temporarily to something like smugmug123) Send this via email, that way we're the only ones logging into your domain registrar :D We will be able to access your domain account and make the change for you. We will email you when we're done so that you can change your password back. We apologize for any inconvenience, and if you have any other questions about this, please let us know. We're happy to help. Nick Wilson SmugMug Support Hero |
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