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Cant upload my iPhoto book and paid for it twice - help

554 Views 13 Replies Latest reply: Dec 11, 2012 12:16 PM by Housebag RSS Branched to a new discussion.
Housebag Calculating status...
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Dec 9, 2012 9:11 PM

I made an iphoto book - clicked on BUY NOW then it copied the book but on the uploading to the Apple store - it froze the computer - so after some time  - I managed to turn the computer off - then on and retried - I have now still not been able to complete the transaction however my credit card was charged twice by Apple for the book!  Who can I contact about this - I want the book and a refund for the second transaction please! 

iPhoto '11
  • LarryHN Level 9 Level 9 (55,060 points)

    Contact Apple Support - although it is probable that the charge will be automatically reversed

     

    Does the order show in teh orders under your account in the Apple store?

     

    did you preview the book?

    Before ordering your book preview it using this method - http://support.apple.com/kb/HT1040 - and save the resulting PDF for reference - the delivered book will match it.

     

     

    If the order does not show and If the preview is good try booting into safe mode and ordering

     

     

    LN

  • ShaneH62 Calculating status...

    I don't think I've been charged yet for the failed attempts (x5) but I have exactly the same problem.  The book gets assembled, the upload to the Store starts and then some time later the upload stops with an error message about lost contact with the Store.  The last upload attempt was slowly progressing over about a 5 hour period (yes that's right 5 hours!) before it locked up and stopped around 3/5 of the way through.

     

    I spoke to the Apple Store people here and they said it is because my internet connection is not working or is interrrupted for some reason.  Apparently the upload needs an absolute uninterrrupted and clean wireless connection.  A great answer except I use wired gigabit network and the connection out of the house is fiber optic.

     

    I don't get it, every other internet session I use/want works fine.  It's just the upload of my book to the Store that hangs or crashes.  After the last failed attempt to upload and reboot I then received an error message that iPhoto couldn't connect to the Store at all.  Had to close iPhoto and reopen about 3 times before the connection could be made - and yet again all my other connection attempts to the internet worked just fine.  It's got to be something at the Store end of things.  Are they being flooded with iPhoto Book uploads at the moment that is crashing the system - if so it would be nice for Apple to let people know.

     

    Anyone got any ideas or help?

  • LarryHN Level 9 Level 9 (55,060 points)

    So it is not the same problemat all  but as a start did you follow the suggestions?

     

    did you preview the book?

    Before ordering your book preview it using this method -http://support.apple.com/kb/HT1040 - and save the resulting PDF for reference - the delivered book will match it.

     

     

    If the order does not show and If the preview is good try booting into safe mode and ordering

     

    LN

  • LarryHN Level 9 Level 9 (55,060 points)

    Unanswered questions

    1 - Does the order show in the orders under your account in the Apple store?

     

    2 - did you preview the book?

    Before ordering your book preview it using this method -http://support.apple.com/kb/HT1040 - and save the resulting PDF for reference - the delivered book will match it.

     

     

    If the order does not show and If the preview is good try booting into safe mode and ordering

     

    LN

  • ShaneH62 Level 1 Level 1 (5 points)

    ahh, yes LN you are correct it is not exactly the same problem as I have not been charged - I have checked my account and there is no order sitting there :-)  My apologies if this caused confusion. 

     

    But I think the underlying problem is the same - the book fails to upload :-(

     

    I've done all the other stuff you indicated, although I'm not sure what benefit the pdf version is to compare to the delivered book when I can't upload it for delivery anyway.  Likewise when I went into the Apple Store here with the PDF file they said they couldn't do anything with it anyway.

     

    At the moment I'm copying all the photo files in the project from the iMac across to my older MacBook.  I'll then redo the book and try uploading using the MacBook instead - I read on a couple of the discussions that other people have had success with that.  If that fails I can then take the MacBook into the Apple Store here and see if the techo folks can help.

     

    I am certainly feeling very sympathetic to Housebag's plight, I hope they can get their refund sorted out.

  • LarryHN Level 9 Level 9 (55,060 points)

    Teh preview is to verify that the book is assembling correctly

     

    the saved PDF is so you have a reference when the book is delibered (yes - until you upload you do not need it but then after you upload you can not do it because any new PDF you make is not of the file you sent

     

    and exactly waht happened whtn you tried in safee mode?

     

    LN

  • ShaneH62 Level 1 Level 1 (5 points)

    Thxs LN.  No success in safe mode either.

     

    The Apple Store person here said she has had a few people come in with the same problem.  When they came in with their Mac and hooked it into the Apple Store network the upload apparently worked ok.  I can only take this advice on face value that the issue is related to the home network connection somehow.

     

    Although I really don't get this at all, surely file upload processes have "handshakes" between each packet of information sent, if there is a problem at some point of the data transfer that particular packet of information would be resent.  Surely it shouldn't crash the whole upload.  Anyway I digress....

     

    So the transfer of the image files onto my MacBook and redoing the book on it is the next step for me.  If I still can't upload I will then take the MacBook into the Store.  It will be easier to cart into town than the iMac.

     

    I'll update on how this goes later.

    cheers.

  • ShaneH62 Level 1 Level 1 (5 points)

    Ok, Just finished uploading the book using my MacBook instead of the iMac. The upload went through without any glitches, although it did take quite some time, but that is to be expected given the probable size of the data file for the complete book at 88 pages.

     

    So, from this I am confident in saying it is not a problem with my network/internet connection, speed, reliability etc as suggested by the staff at the local Apple Store.  If it were a network/internet connection issue the upload via the MacBook would have had the same problems as the iMac upload.

     

    Both computers are running exactly the same version of iPhoto (V11 9.4.2  710.42) so it can't be an iPhoto software version issue.

     

    I used exactly the same network system for both, so it can't be a network hardware issue in my home.

     

    The iMac is running OS X Version 10.8.2 while the MacBook is running OS X Version 10.7.5

     

    I don't know enough about these sorts of things to determine what the problem is but the only variables are the computer (iMac v MacBook) the operating system (10.8.2 v 10.7.5 respectively) or something on the Apple side of the line which I can have no way of determining.

     

    Anyone else have experience with getting the upload to work after repeated failed attempts?  What did you all do to get the upload to work?

     

    HouseBag:

    If you have access to a MacBook give it a go and see if it works for you.  A bit of a pain copying the photos across and redoing the whole project from scratch, but it worked for me.

    I hope you are able to sort out the refund issue for the previous failed uploads.

     

    cheers.

  • LarryHN Level 9 Level 9 (55,060 points)

    Or maybe the variable is time - the two attempts were not at the same time and this is a busy time where overloads of the servers are possible

     

    LN

  • ShaneH62 Level 1 Level 1 (5 points)

    Yes, you are correct LN.  For this upload thing in total it was something like 6 attempts (5 on the iMac and just 1 on the MacBook).  I certainly had problems updating my iPhone when the latest IOS was released as no doubt everyone was trying to do it at the same time.

     

    So it could be bandwidth congestion issue on this occassion as well, but what about the similar stories I've read from other people on discussion forums who have had the same problem over many months now, not just at a peak time?

     

    Anyhoo that's my experience and I got the upload to work; and wasn't charged twice for something I didn't receive, so I am not complaining about that.

     

    Just a pity that Apple (apparently) is not addressing the issue or providing any sort of feedback to the community on what the problem is and how to avoid or fix it.

     

    Thanks for your suggestions and thoughts, always nice to receive some support and guidance on these things.

     

    cheers.

  • LarryHN Level 9 Level 9 (55,060 points)

    Just a pity that Apple (apparently) is not addressing the issue or providing any sort of feedback to the community on what the problem is and how to avoid or fix it.

    certainly that will not happen here - Apple does not respond on these forum - per the TOU

     

    LN

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