March 12, 2016 at 6:26 am #26031
One customer placed a purchase just now and emailed me saying the file following download link is empty (0 bytes). I test run on my site with couple of images. Whenever the image is panoramic the downloaded file is empty. For single image it works fine.
I also tried the download in symbiostock’s media editing page and the download works fine. Thanks for any help!March 12, 2016 at 6:36 am #26032March 12, 2016 at 7:23 am #26033
There is a nationwide problem right now on the networks with the Level 3 Servers (I just got off the phone because I am getting 504 Server Timeout Errors when I run the CRON job). Not sure if this is related to your issue, but perhaps large files are not being handed off among the servers right now.March 12, 2016 at 8:02 am #26034March 12, 2016 at 8:07 am #26035
Large files like yours might not be getting through – just a thought before you push the panic button. Here is the error I am getting:
504 Gateway Time-out
The server didn’t respond in time.March 12, 2016 at 8:16 am #26036March 12, 2016 at 8:26 am #26037
It was just a thought – your client might be at a different point where the large file is sliced and diced and reassembled (that packet thing) and it can’t reassemble correctly because not all of the packets are arriving via the Internet at your client’s computer.
Just wanted you to know of the large Internet server issue going on right now. I hope whatever your problem really is, you are able to resolve it.March 12, 2016 at 10:03 am #26038
Thanks George, you provided a lot of good information. I really appreciate your kindness and help.
The issue is not resolved yet. Hopefully Robin or someone understand the core of symbiostock may chime in. I really need to resolve this issue as the site is runing with very good sales trend.March 12, 2016 at 1:09 pm #26039
This is an issue that will be PHP, Apache, or server related. Please PM me your login info and I’ll see if I can replicate the issue on my side. If I cannot, then it is a resources problem. This is very likely since it is a size related issue. I’ve not tested files that huge before with regards to images.March 12, 2016 at 1:26 pm #26040
One quick solution you can do is create a license for the super large images and ensure that you don’t have ‘strip meta tags’ enabled in your Symbiostock settings. On the license page for this, make it so it filters only for very high resolutions, and ensure that ‘sell unaltered’ is clicked.
What this will do is remove any PHP processing of the media and just provide the original to the customer.
However, to be honest, if your thumbnails got created, there shouldn’t be a resource issue. So the best we can do is you send me your login info and I’ll dig around.March 12, 2016 at 1:28 pm #26041March 12, 2016 at 10:40 pm #26045
K, so the solution for this for now is:
Ensure that ‘strip image metadata’ is disabled in your Symbiostock Settings. Basically, when you are stripping the metadata PHP has to process your massive image and then serve it up via PHP. This may be too much load for some servers if your image is really large.
We’ll try to tweak this in the next release so that doesn’t happen, but for now is an easy viable solution for those of you with like 30 megapixel images.
FYI, I uploaded the same image to our server and it did not experience the same issue. It is therefore a server specific limitation, likely relating to memory.March 13, 2016 at 12:43 am #26046March 13, 2016 at 12:46 am #26047
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