Howdy folks,

You should always be receiving a reply from support - our team is generally very much of top of it. Perhaps it landed in spam or sneaked by you? If you PM the email address/account that you used when contacting support I'll double check things for you.

Cheers,
- Boris

Hi dbvirago,

Your images have now been pushed though and will be live on the website within 24 hours - sorry for the delay. Apparently there was an issue with one image in the batch which has now been resolved. Cheers!

- Boris

Hi dbvirago,

Support is following up on this (your email wasn't ignored, support has been working with the tech team to resolve the issue) - you can expect a reply soon.

Hi dbvirago, we're all here - don't worry . Try a live chat tomorrow, Liz or anyone else on our support team should be able to assist.

Cheers, have a nice rest of the weekend.
- Boris

Hi Folks,

The footer display bug should be fixed as of a couple of days ago - thanks again for your patience!

Best,
- Boris

Yikes, looking into this issue again, thanks Mantis. Will provide an update when available.

- Boris
Bigstock

Hi all,

This is now fixed. Please let us know at [email protected] if you have any problems.

Thanks!
- Boris

Hi Mantis,

Don't worry, we haven't taken away monthly summaries. They should still be at http://www.bigstockphoto.com/account/commissions/ - however if you're not seeing it there it could be that the footer is obscuring part of the page. We are fixing a bug now which affects some accounts - we'll get it fixed shortly.

Thanks,
- Boris

Hi all,

We have identified and fixed an issue that prevented some bridge images from being transfered over. The system is now catching up and it may take several days for all of your images to appear on Bigstock (though they will come over).

We're also putting some better monitoring in place to make sure that this sort of thing doesn't re-occur. Thanks again for letting us know - and as always please reach out to [email protected] with individual questions or thoughts.

Happy friday,
- Boris
Product Owner, Bigstock

Hi rubyroo,

A product owner is like a product manager - essentially my job is to make sure that the work we do at Bigstock makes our customers and contributors happier. More info at http://en.wikipedia.org/wiki/Product_manager

Cheers,
- Boris

Ha! Just checking if you're paying attention Thanks!

Hi folks,

I wanted to let you know about a site issue that Bigstock experienced on Sunday. Our file system had a hiccup between the hours of 2:30 PM Eastern Standard Time and 11:30 PM Eastern Standard Time. Unfortunately any uploads made to Bigstock during this time will need to be re-uploaded.

If you used our web-uploader you would have seen an error on the website, however if you used FTP you may not have noticed any error messages. Please accept our apologies. The web operations team works very hard to keep the site online and operational and any disruption like this is an opportunity for us to examine what happened, improve our process, and prevent it from occurring again.

I hope everyone had a good weekend, and thank you again for uploading to Bigstock. Please let me know if you have any questions, or as always you can contact [email protected]

Boris,
Product Owner, Bigstock

Hi Drexxle,

That's pretty much how we do things - great insight. Currently some files cause the script difficulties and then create a backlog for everyone else. We've moved the process to faster hardware and now we're working on a solution to have the script auto-recover and handle more "difficult" situations fluidly.

Thanks everyone for your patience.
- Boris

We're going to take a look and resolve. Thanks again for your patience everyone.

Hi Darryl,

We'll keep things going manually, so no need to stop uploading. In parallel we are working on an automated process that should prevent this problem going forward.

Thanks again,
- Boris

Hi Darryl,

We're going to incorporate some better monitoring and automatic restarts of our scripts to ensure what this sort of thing doesn't happen as frequently as it does today. Thanks for your patience as we work on this. I think we'll be able to have it out within the next couple of weeks.

Best.
- Boris Masis
Product Owner, Bigstock

Pauws99, are your files still not online? Send me a PM if so.

Thanks everyone.
- Boris

Hi w7lwi and dbvirago,

This is helpful. All images should now be processing correctly. I know that this issue has surfaced several times, so we're going to continue investigating to see what could be the root cause. We recently moved FTP servers onto faster hardware, and I think we should be able to iron this out. Thanks again for your feedback.

- Boris
Product Owner, Bigstock

Hi dbvirago,

Could you send me a message with the FTP issue you're having? I'd love to have our support team take a look at this.

Best,
- Boris
Product Owner, Bigstock

Hi all,

I should have provided an update on Friday - web uploader issues have been resolved and things should be pretty snappy. Please let me or [email protected] know if you experience any issues. Happy Monday everyone!

- Boris
Product Owner, Bigstock

Hi robhainer,

We're aware of the web uploader issues - we're moving that to a new server also for better performance and working out the kinks right now. Thanks for patience, things should be back to normal shortly.

- Boris

Great to hear it guys! If anything does come up, please feel free to reach out at [email protected] or send me a message.

Cheers,
- Boris

Ah, unfortunately it looks like the new firewall configuration doesn't allow ping to get though. You should be able to upload and test that way. Thanks for giving it a shot!

- Boris

Hi all,

Update on this: we have switched over our FTP uploads to a new server! Please give it a try and see how its working for you. (Charl perhaps you want to try running a ping for ftp.bigstockphoto.com again?)

There should not be any "stuck" photos from the old FTP server - but if for some reason you aren't seeing something you had uploaded, please try and upload it again.

Thanks for your help everyone,
- Boris
Product Owner, Bigstock

Hi everyone,

Thanks for chiming in. We identified the root cause for the problem that you've described (images uploaded on ftp, but not available on the website). We implemented a fix, and the service is now catching up, so it may take a little bit of time for images to become available if you don't see them yet.

We're also going to be moving our ftp to a new server to try and increase performance in about a week's time. Thanks for your patience everyone!

- Boris
Product Owner, Bigstock