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Brizy Cloud - Unable to upload Files

Comments

43 comments

  • KC George

    Hi Nils,

    Brizy Cloud images uploads should work fine. Can you please specify your Project Name and your Preview URL? We will take a look at your project. 

     

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  • Nils Krueger

    Hi there,

    I am experiencing this problem on all projects. Here are the 2 I have to finish ASAP:

    Stephanie Borm Vocal Studio
    https://raspberry16322343.brizy.site/de/

    Online Artist Coach
    https://orange16380525.brizy.site/

    Thanks for your help!

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  • KC George

    Hi Nils,

    I could upload an image to your Brizy Cloud project. I added a new page at https://raspberry16322343.brizy.site/de/brizy-test and could upload an image to this page. Please see my test here https://jmp.sh/2YBA56M4

    Can you please try these?

    1. Please sign in to your Brizy Cloud Dashboard from a private (Incognito) window of your browser and check if you are able to upload images
    2. Try uploading images from an alternate browser.
    3. Please also try using another computer and another ISP (Internet Service Provider)      
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  • Scot Bryson

    I also am having this issue. I create a new project from a template and simply try to replace the logo and it's not functioning. Tried on Chrome and on Microsoft Edge

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  • Jennifer Grafiada

    I am having this same issue. It was happening a couple days ago, then suddenly started working again, then now again it says FILE UPLOAD CANCELLED on all my projects, for all images.

    KC, this is definitely some kind of bug that is happening on Brizy's end. Please can you investigate this urgent issue???

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  • KC George

    Hello Scot and Jennifer,

    We are unable to replicate this problem on our end. This issue could be local to your computer/network/ ISP. To troubleshoot the image upload issue, I need access to a machine that has this problem. If one of you can join me on a Zoom session, I can try to troubleshoot this issue on your computer. This session could last 30 to 45 minutes.

    I am from India. Please let me know your time zone and a time that is convenient for this Zoom call.

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  • Scot Bryson

    KC I'd be happy to showcase to you, but it's 100% on Brizy's side. I've tried in a new browser (firefox) which I haven't opened in a couple years so it's not cashed data, tethered to my cellphone so its a different ISP even (That will likely never be the issue btw) I'm on a windows 11 PC.

    I'm in EST so our time overlap is quite far off. I have time today between 12-2pm EST to do a zoom call if you'd like.

    Based on what you had posted online about the update to at the server level that needed to be done for wordpress, my guess is that the cloud servers over here in North America that the software hasn't been updated here.

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  • Jennifer Grafiada

    I am on Pacific Time Zone (Oregon - US). I can do a Zoom call in about three hours. In the meantime I ask you to PLEASE escalate this to other members on your team. This is a critical issue and really needs to be troubleshooted on Brizy's end.

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  • KC George

    Hi Scot,

    Let's do a Zoom call at 12:00 PM EST.

    Topic: Brizy Cloud Image Upload issue
    Time: Jun 28, 2023 09:30 PM India

    Join Zoom Meeting
    https://us04web.zoom.us/j/9748355474?pwd=c1kxbk5CYkFlOFZvRHRoSGl5VENuZz09

    Meeting ID: 974 835 5474
    Passcode: i1sB7F

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  • KC George

    Hi Scot,

    I guess you could not join the Zoom meeting at 12:00 PM EST. May be you did not see the email notification for the meeting.

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  • KC George

    Hi Jennifer,

    What about tonight at 8:00 PM Pacific Time or later?

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  • Jennifer Grafiada

    Hi, that's a bit hard for me as I will be driving to a campsite with my son.
    I agree with Scot that I don't think a zoom call will be very fruitful as I have also tried all your troubleshooting ideas trying from different computers from different Wi-Fi areas and different browsers and incognito browsers.
    If multiple people are having the same issue then I really believe you should escalate this to your tech team and figure out why we are all having this issue. I have websites I'm supposed to show clients in the next couple days and I'm unable to complete the projects.
    I think you in advance for your attention to this matter.

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  • Scot Bryson

    Sorry I didn't see the email notification on this. I'm available now and will join the link.

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  • Nils Krueger

    So, I logged into my account today using my MacBook Pro with Safari and did not experience the problem anymore. I used the same internet connection.

    Now, I need to fix the problem on my main computer, which is a PC. I am still experiencing the problem when using Firefox or Chrome. I found that everything works fine using Edge, but I really want to have it work on Firefox and Chrome.

    Any idea what the issue might be?

    Thanks for your help

     

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  • KC George

    Hi Nils,

    If you have browser extensions installed, please disable them all and see if it helps. If you have antivirus, antimalware, or ad block software installed on your computer or added to your browser, please disable all of them and retest.

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  • KC George

    Hi Scot,

    What about today sometime between 7:00 AM and 12 Noon EST?

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  • KC George

    Hi Jennifer,

    We regret the delay in addressing this issue. Nils Krueger, who responded above, can upload photographs using Safari on a MacBook Pro and Microsoft Edge on a PC, but not using Firefox or Google Chrome. This implies that the problem is specific to the computer and not a general problem with Brizy Cloud.

    At the earliest opportunity to have a Zoom call with one of the affected users, we can make progress toward diagnosing this issue.

    -1
  • Jennifer Grafiada

    KC, this doesn't make any sense to me. Brizy cloud should be able to work on any computer or on any browser. I do not own a MacBook nor do I want to use edge. I use Chrome and have always used chrome. I need to be able to use brizy cloud on a PC and on Google Chrome. Please find out why so many of us cannot upload images.

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  • Scot Bryson

    KC I don't have any time today. I did test shutting my virus and disabling all browser extensions, and tried in Microsoft browser. Still the same error without luck. I don't have a Mac to test it on though so this is all on a PC.

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  • Nils Krueger

    I just did the test you suggested - I disabled all browser extensions, as well as all antivirus, antimalware, and ad block software installed on my computer and browser.
    The problem still persists with Firefox and Chrome.

    Any other suggestions?

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  • KC George

    Hi Nils,

    One of our developers connected to a user's PC and tried to troubleshoot the issue. For some reason the image selection screen itself would not show up in the browser. Hence we could not complete the investigation.

    We would need access to your computer to troubleshoot this issue again. I am opening a private ticket for you. Please look for an email from support@brizy.io and let us know when you are available for a session

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  • KC George

    Hi Jennifer and Scot,

    Please give us time as we work with Nils to troubleshoot this issue. 

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  • Jennifer Grafiada

    Thank you for working on it. Due to the critical nature of the error and the fact that several are experiencing it simultaneously, is there any way you can reach out to your colleagues and/or supervisors for additional help? The time zone difference is creating delays in responses and I am unable to complete my clients' websites.

    Thank you in advance for your time.

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  • KC George

    Hi Jennifer,

    Brizy Support Head Natalia and a developer are working with Nils to resolve the issue. The problem, as you correctly pointed out, is finding mutually available time to troubleshoot the issue.

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  • Jennifer Grafiada

    Hi KC, I was wondering if you have made any progress on this. The problem is still persisting. I am concerned that I am unable to complete the projects for my clients.

    Please let me know the status, thank you.

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  • Nils Krueger

    As of today, I can't upload any images using Edge. Now I can't build a site with Brizy on my main machine at all.

    Have you checked into this problem by now? There has to be a fix.

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  • KC George

    Hi Nils,

    I checked the email communication between you and Natalia. This is the last email in the thread. Looks like we could not take a look at the problem on your computer. 

    We need access to a computer which cannot upload images to Brizy Cloud. We have not made progress in gaining access to such a computer yet. 

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  • KC George

    Hi Jennifer,

    If you are willing to give us access to your computer, I can create a private ticket for you. One of our developers needs to take a look at your computer to troubleshoot this issue. Please let me know.    

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  • Nils Krueger

    Hi KC,

    There was a problem with the new TeamViewer app, so Natalia wasn't able to access my computer.

    I'll send Natalia another email to see whether we can address this some other way.

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  • Scot Bryson

    I've also emailed support with my calendar link to book a time to share access to my computer and diagnose the issue.

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