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Unable to Upload Files since March 2020 Maintenance

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20 comments

  • Erik Istrup Publishing

    I have not had any problems uploading. The latest title (softcover) was uploaded March 13.

    Without knowing the actual error text to guide us, I really can't help you.

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  • Lisa Gerry

    When I attempt to upload a file, it will (sometimes) go all the way through ostensibly uploading the PDF and then I get pop-up message that reads "An error has occurred during the upload; please try again or contact technical support for assistance".

    I've contacted technical support over this issue and they can't seem to figure it out. As they requested, I've sent them links to the files in an email so they can attempt to upload the files on their end.

    I have now tried to upload the individual files at least a dozen times each with the same result.

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  • Erik Istrup Publishing

    Thanks, Lisa. I remember one other person had problems with the upload. It was quite large file(s), not that the size may be a problem, but if the upload speed is slow, the system (somewhere) may give a 'time out' message.

    I guess you have already found the best solution by letting IS upload the files. Which provider did you use?

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  • Lisa Gerry

    None of the files approach a gig in size (88mb at the largest), and take less than a minute to upload on my end.

    So who knows. Last I knew, Mercury was no longer in retrograde (joking). This IS a (fantasy) book about the Devil, so of course, the Devil is in the details. <grin>

    I've sent them Box links. They're my preferred cloud service provider.

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  • Erik Istrup Publishing

    Thanks for the "Box"!

    I am sure it will work out for you Mercury in retrograde and the Devil or not!

    Have joy with your new title!

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  • Jay Cannon

    I was having the same problem for days after previously having loaded the files.

     

    I eventually selected, revert revision, then uploaded the files using the beta version.

     

    Now it is processing. Fingers crossed.

     

    JC

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  • Morning Tundra

    I had problems uploading with the new Beta Interface and wasted several days messing around trying to get it to work. Reverted to the old "classic" interface and it seemed to work. Very frustrating. IMO the "Beta" interface is not ready for use and they should not be pushing it with that pop-up window.

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  • Paul Wilmott

    Is anyone still having this problem? I have been unable to load revised content for a month now. (I wanted to correct a few typos.) I am tempted to upload here the many, many chats and emails I've had with IngramSpark's "Support." It's surreal. 

    A few days ago I discovered that my original version of the book is now "On hold" because of this. Of course, IngramSpark didn't tell me this, so I've lost weeks of sales. All for a few typos! And there's no solution in sight. 

    Yes, I've tried original site, beta version, different browsers, anon browsing, different devices, ad trackers on and off, different versions of the PDF,... They won't tell me what the issue is. 

    And they won't answer my questions. Especially the one where I ask for contact details of a senior IngramSpark person to complain to.

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  • Morning Tundra

    Something's not right at the House of IS lately. I am normally a huge advocate and supporter of IS but lately (last 1-2 weeks) things have been going seriously amiss. I've got a title stuck in 'Title in Revision' for nearly two weeks. And the books not scheduled for release until May 1st. Support has been polite but ineffective. Their advice is to wait... longer.

    I had an awful time getting the title uploaded initially, and now problems getting revisions processed. It makes me wish I had a publisher to take care of this for me! I really hope something changes soon as this is just not a sustainable situation for me.

     

     

     

     

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  • Andrew Webber

    I am using the Beta, and it just doesn't work. 

    Initially, my files loaded, but image for the front cover wouldn't stick. Instead, it would only produce whatever background colour was attributed to that particular cover template. 

    Opted to review my files - and got sent a "You have rejected this eProof" which has left the book in my titles list and flagging it as "on hold" 

    When I contacted support, they said it was due to my rejecting the proof - I wasn't going to get into semantics (I didn't choose the reject option, I chose the review files option YES, I know it's similar, clearly this is a weak point in the beta). 

    SO the advice was to upload files - and I did that.
    Only to find all of the files from the previous attempt still available, but now with the new upload attached to the end of the file list. 
    Resolved that. 
    Went to the cover - saved that. 
    Clicked the finished building button. Went through the review process and hit the go button (Submit? whatever the "Thow shalt not be able to return once you click upon this button" is). 

    And so the browser opened the beta dashboard window and proceeded to hang at the loading stage, complete with rotating circle... for ages. 

    The support window was still open, so I asked what was going on - 

       
       
       
       
     

    Andrew: Okay - so all the files are in place. I selected "Finished building" Approved the text file. Approved the Cover file. Submitted. The screen went back to the beta main page and has since been stuck on "Loading"

    IS>HELP: has it timed out yet

    Andrew: No - just loading with the loading animation spinning...

    IS>HELP: Give it at least 30 mins. If that doesn't work clear your history, cookies, cache on your browser. Log out and log back in.

    Andrew: No problem. Thanks for your help.

     

     

    To date there is no change, despite going through all of this again. 

    Driving me nuts, I was hoping that IS was going to solve the Australia problem - in that Bezos seems unable to organise POD for Amazon titles in Australia and so the shipping etc makes things difficult for Australian writers. So I thought I'd just get a stack of locally printed Australian additions and sell them through my website. 

    If this doesn't resolve in the next couple of days, I'll be looking for a new Australian based printer - this experience has been so unhelpful I'm glad I've only attempted transferring this one book so far.  

    Beta is not even beta ready - too buggy to have been released into the wild. 
    And yet, here we are. 

     



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  • Morning Tundra

    So, without any communications from Support, my title stuck in 'Title in Revision' (for 2 weeks!) suddenly changed to 'Awaiting Customer Update'. I have to start over...

    The uploads are painfully slow (even with the classic interface). Fingers crossed it works this time. Probably my 3rd or 4th attempt in the past month.

    I'm so frustrated (and angry) it's taking enormous willpower to keep these posts civil and free of expletives. 🤬

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  • Paul Wilmott

    They won't give me the contact details of a senior person at IngramSpark, but they have given me the legal department's info. So I am now writing to legal@ingramcontent.com. 

    Morning Tundra, I agree that there seems to be a problem with them. Have you seen the abysmal reviews here https://www.trustpilot.com/review/ingramspark.com and here https://www.bbb.org/us/tn/la-vergne/profile/publishers-book/ingramspark-0573-37112867/complaints?!

    Andrew Webber, I couldn't face storing and shipping books myself. I did that a few decades ago. Modern technology has made me lazy! Is there anyone else who does all the things IS does?

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  • Paul Wilmott

    Morning Tundra, our posts crossed. Does this mean you are able to upload content?!?! I have been in 'Awaiting Customer Update' for three weeks! If you are in 'Awaiting Customer Update' then you have to upload content, but you can't upload content until you are not in 'Awaiting Customer Update.' Didn't someone write a book about that once? ;) I bet he didn't self publish!

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  • Morning Tundra

    My upload just completed!

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  • Paul Wilmott

    I think mine too! Maybe it was writing to the lawyer that did it!

    I got this from them:

    "I have looked into the issue, and IT says they have a new patch that will go into effect tonight that should address the upload issue. However, because there have been so many delays, I asked IT to submit your file manually to process. I show that it has already completed processing and is pending your approval in your account. If it isn't correct, you should be able to submit a new file starting tomorrow."

    I am so pleased!!!

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  • Morning Tundra

    That's a much more helpful answer than anything I ever got. I wish they'd just be more transparent and level with people...

    "We're having technical problems and working hard to figure it out. Please keep trying and sorry for the delays -- we're doing our best, honest!" .. would have made such a big difference to their now damaged reputation.

     

     

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  • Paul Wilmott

    That's exactly how I feel. 

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  • Andrew Webber

    Good morning everyone. 

    So it seems that whatever it is that was part of last night's patch has allowed my title to progress this morning. 
    Sure, I had to re-approve everything AGAIN, but with all the files in place that took less than a minute to resolve. 

    BB: There are many companies who will print books - the benefit of IS is that there is distribution should one want it.  

    I'm not a huge fan of ordering and storing books, either. However I am less of a fan of how Amazon treats it's Australian writers in the sale and distribution of books to Australia.  I won't bore everyone, as I guess that most have their for and against for the Bezoz Behemoth. Me included. But selling Australian books to Australian addresses? A giant rort.  


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  • Andrew Webber

    Update: 

    Overexuberance might have got in the way of things - it seems that my titles list has reverted back to the wrong cover and "on hold" again. 

    I have a sinking feeling that I am yet to see the end of this... 

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  • Paul Wilmott

    Don't despair. The patch they were talking about is being implemented "tonight" meaning some US time. So maybe it hasn't been done yet. Also maybe email them your files:

    IT says they have a new patch that will go into effect tonight that should address the upload issue. However, because there have been so many delays, I asked IT to submit your file manually to process

    It can't hurt to copy to legal@ingramcontent.com!

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