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David
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1253
Experience:  BSc, H.Dip, Apple Certified
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I can no longer (since Thursday) access Shutterfly on my computer

Resolved Question:

I can no longer (since Thursday) access Shutterfly on my computer (Mac OS 10.5.8) I use safari. Switched internet providers that day (earthlink to comcast) but all other functions are fine and my husband's computer can get shutterfly. I am very frustrated!
Have tried: rebooting computer, trying to access through other browsers (Firefox, Internet Explorer, Chrome), tried to access through google, reset safari, cleared caches and cookies, went to shutterfly help service (can't access anything that has shutterfly in the address).
No idea what else to do. All my photos are on that site and I have a calendar and photo book waiting to be ordered. Have now missed the sale date, too.
Can anyone help?
Submitted: 1 year ago.
Category: Mac
Expert:  David replied 1 year ago.
Hi, my name is XXXXX XXXXX I will do whatever I possibly can to help answer your questions.

You have tried a lot of troubleshooting already, that helps a lot.

Next to speed things up you should check if it is the same in a test user account.

Click the Apple menu in the top left, and System Preferences.

Click Account. Unlock the padlock and click the +

Use Username test and Password XXXXX Create the account.

Log out in the Apple menu, then log into test.

Open a browser and try Shutterfly.

Let me know if this fails, this test shows if it is a system wide, or user specific issue.

Sincerely,
David.
Customer: replied 1 year ago.

I did that, put in a different name and password, still could not get to shutterfly.


Then lost your page and had a hard time getting back to it!

Expert:  David replied 1 year ago.
Hi,

So it was the same in a new user account, which means it is a system wide issue.

I will try to help you solve this as quickly as possible.

Once you are logged into your original account open System Preferences again.

Click Network, and unlock the padlock.

Click Locations list at the top of the System Preferences window.

Choose Edit Locations in the list.

Click the + and enter the name test.

Click Done, then click Apply.

Restart the Mac, and try Shutterfly.

If it fails please describe what happens after typing in the web address?

What if you try Google, then click on the search result?

Let me know how this goes.

Thank you,
David.
David, Mac Support Specialist
Category: Mac
Satisfied Customers: 1253
Experience: BSc, H.Dip, Apple Certified
David and 3 other Mac Specialists are ready to help you
Customer: replied 1 year ago.

What do you mean by "enter the name test"? The name I entered to do the test a few minutes ago?

Expert:  David replied 1 year ago.
Hi,

When you click the + you are adding a new 'location', which needs a name. The default one is called Automatic, the one I would like you to add you can call test.

Let me know if there is a problem with it, if you are not sure of something. You can always click Cancel and go back and try again.

Sincerely,
David
Customer: replied 1 year ago.

OK, have tried that and restarted.


Got to the shutterfly page in my bookmarks but could not sign in.


Tried going to it through google but the same thing - the page opens, the blue bar goes through www. then stops there, won't go any further

Expert:  David replied 1 year ago.
Hi,

Are you connected wirelessly? If so is it possible to connect by Ethernet?

If it is, open System Preferences - Network. Click on Wi-Fi and turn it off.

Connect by the Ethernet cable and try signing in.

If it is the same open System Preferences - Accounts - Login Items.

What is in that list?

Do you have any firewall or security software installed?

Sincerely,
David.
Customer: replied 1 year ago.

We are already connected by Ethernet.


 


I went to Login Items. It has the following:


iTunes helper


Microsoft AU Daemon


Skype


Safari


Only iTunes is checked


 


I have Norton antivirus. I tried quitting that yesterday but it made no difference.


 


We had a new modem/router from Comcast installed on Thursday (the day I lost access to shutterfly). It may have firewall on it.


 


Laptop can still get to shutterfly. My husband's computer can't but he says he's been having problems for about a year (he doesn't use shutterfly).

Expert:  David replied 1 year ago.
Hi,

Does the laptop use the same Internet connection?

If it can access it, a firewall issue on the router is not the cause.

There are a few more possibilities.

In System Preferences - Network click Ethernet and then the Advanced button on the bottom right.

Click the DNS tab.

Remove and entries and replace them with these two:
8.8.8.8
8.8.4.4

Press enter after entering each one.

Click OK, then click Apply.

Now try Shutterfly.

If the same please get back to me for the other possibilities.

Best regards,
David
Customer: replied 1 year ago.

The laptop connects to the internet via Airport, the 2 desktops by Ethernet. The router feeds internet cables to the 2 desktops, also feeds Airport (and the printer).


 


Went to DNS tab. DNS servers contain 75.75.75.75 and 75.75.76.76 but it's all grayed out and I can't delete them or replace.

Expert:  David replied 1 year ago.
Hi,


Close System Preferences and open it again.

In Accounts, unlock the padlock first.

Then click Ethernet - Advanced - DNS.

You should be able to edit it now.

Let me know if it still gives problems.


Regards,
David.
Customer: replied 1 year ago.

OK. From Accounts, go back to network and click Ethernet? Have done that and DNS tabs are still gray.


 


In accounts, I see Automatic login is: Disabled. Should I enter my name account? Or is that irrelevant?

Expert:  David replied 1 year ago.
Hi,

You should set the automatic login to your name when you're there.

From Accounts, you must first open the padlock in the bottom left corner.

Click it and you will be asked for the password.

When it is open then you can click and edit the DNS settings.

Sincerely,
David.
Customer: replied 1 year ago.

Nope, still gray.

Expert:  David replied 1 year ago.
Hi,

Can you select one, and click the minus button?

Regards,
David.
Customer: replied 1 year ago.

No, doesn't work.


But I see in the Network window, it lists Location as test. Should I change that?

Expert:  David replied 1 year ago.
Hi,

Yes, please change it to Automatic and click Apply. then make sure the padlock is open and try remove the DNS entries.

If the same there are files to reset network preferences, as it seems like they are corrupt if this does not work.

Sincerely,
David.
Customer: replied 1 year ago.

I now see the same gray 75 etc


and below that non-gray 207.69.188.185


and 207.69.188.186


Should I replace those two lines with 8.8.8.8 and 8.8.4.4?

Expert:  David replied 1 year ago.
Hi,

Try to remove all three with the minus button, and if the last one doesn't delete, click it once to select and wait a second and click again, then try to type.

If this doesn't solve the issue go back to the main Network preference pane, and let me know what is in the list of connections on the left.

After this we will try recreating network preferences. There is a possibility it is blocked in the hosts file.

Sincerely,
David.
Customer: replied 1 year ago.

Deleted the last two lines; the first two remain gray. Can't type in that box.


 


In Network window, I have built-in Ethernet, connected and Internal Modem, not connected

Expert:  David replied 1 year ago.
Hi,

We will check if it is an Internet Plug-In problem.

Close any open applications.

Click Finder, then the Go menu at the top of the screen.

Click Go To Folder.

Type /Library/ and click Go.

Look for an Internet Plug-Ins folder, and open it.

Move anything in there to the Trash.

Restart and try Shutterfly.

Sincerely,
David.
Customer: replied 1 year ago.

OK, have done all that. Can now get as far as the sign in bar for shutterfly but it won't open. Spinning ball indefinitely.


BTW, can't get to shutterfly on my iPad either.


I'll just go away and scream while I wait for your next answer.

Expert:  David replied 1 year ago.
Hi,

Now with Internet Plug_ins empty, try the other browsers too.

Then if same click the Apple menu and Software Update.

Install anything it finds.

Best regards,
David.
Customer: replied 1 year ago.

Did you mean: try accessing shutterfly through the other browsers? I did that and it didn't work.


Or did you mean empty the plug-ins in the other browsers?


I went to Software Update and installed two items, airport utility and flashback removal security.


 


Shutterfly still won't open.

Expert:  David replied 1 year ago.
Hi,

You tried what I was asking.

I have researched this and other switchers to Comcast have the same complaint.

There is no solution posted online but I believe it is a problem with the DNS settings.

Click Finder, and click Go - Go To Folder.

Type /Library/Preferences/ and click Go.

Move SystemConfiguration folder to the Trash.

Restart.

Follow my steps from earlier to create a new location called test, and click Apply.

Now check if you can change the DNS, and click Apply.

Sincerely,
David.
Customer: replied 1 year ago.

I moved the System Configuration folder to the trash and restarted.


I created a new location called test and tried to change the DNS again. It's still gray and won't let me delete or type.


 


The box next to it, Search Domains, also gray, has:


hsd1.ca.comcast.net


 


Is this relevant to anything?

Expert:  David replied 1 year ago.
Hi,

Possibly. try removing it and Apply. Then try Shutterfly,and if same try removing the DNS again.

Regards,
David.
Customer: replied 1 year ago.

The comcast line, in Search Domains, is gray and I can't remove it.


 


But DNS Server now shows: 8.8.8.8, 8.8.4.4


 


Still can't open shutterfly. In fact, it's worse, won't even go to the start page.

Expert:  David replied 1 year ago.
Hi,

Does this Mac have a Wi-Fi card? can you disconnect Ethernet and try connecting by Wi-Fi to the Airport?

Sincerely,
David.
Customer: replied 1 year ago.

I connected by wi-fi to airport (we have that and ethernet and bluetooth and firewire, the latter two not connected).


didn't make any difference to shutterfly, I'm afraid.

Expert:  David replied 1 year ago.
Hi,

Can you verify the laptop is working OK? What operating system is on it?

Have you previously installed the iPhoto Assistant plug-in?

Thanks in advance,
David.
Customer: replied 1 year ago.

Yes, the laptop is working OK. It's OS is 10.6.8


iPhoto Assistant on my desktop or the laptop?


Not on the laptop.


When I searched for iPhoto Assistant on my desktop, it came up with ShutterflyExportAssistant.dmg in Downloads

Expert:  David replied 1 year ago.
Hi,

Does iPhoto open at login?

Can you try loading this link, it will run some tests on the connection, and find the right MTU value:
http://netalyzr.icsi.berkeley.edu

Thank you in advance,
David.
Customer: replied 1 year ago.

IPhoto doesn't open automatically. It appears in the dock.


 


Will try the link. Didn't go to Start analysis. I went to FAQ and it had a whole lot about installing Java. Didn't do any more.

Expert:  David replied 1 year ago.
Hi,

Go back to the start page http://netalyzr.icsi.berkeley.edu

Does it say missing or inactive plug in, in grey?

Can you click on it and start the download?

Thanks,
David.
Customer: replied 1 year ago.

No, it doesn't say any of that. It has Start Analysis Results top left, but it's all grey and won't let me click on it.


I tried clicking the long bar at the top of the page but that doesn't go anywhere either.


I'll try going to netalyzr through google, see if that works.

Expert:  David replied 1 year ago.
Hi,

You can get the necessary software here:
http://www.java.com/en/download/mac_download.jsp

Once it is downloaded open Downloads and double click the .dmg, then double click the installer.

Once installed, restart and try Shuttrfly first, then Netalyzr.

Regards,
David.
Customer: replied 1 year ago.

I already have Java. Pretty sure it came ready installed with my Mac.


 


I went to Preferences and clicked on Enable Java. Didn't help to get to netalyzr.

Expert:  David replied 1 year ago.
Hi,

If Java is working properly you will see Start Analysis in red letters on the Netalyzr page. Try refreshing the page.

It is just below the text that says 'Netalyzr Requires Java'.

If you don't see that then try the installer from the link as it is the latest version.

Restart and try Netalyzr.

Sincerely,
David.
Customer: replied 1 year ago.

Start Analysis is not in red letters. Start is in red, the rest is grey. Tried refreshing, nothing happened.


 


Went to the Java installer link. Can't find a version for Mac OS 10.5.8. Checked Software Updates to see if there's a later version of Java available to me, but nothing.


 


Netalyzr says Java is not installed when I try to open it.


 


Tell you what, David, I am sick to death of this right now and really need to get on with other things. I'm willing to come back to you tomorrow if you think there are more things I can try. I'll send this and wait for your response before I log off and get back to my life!


Thanks,


Hilary

Expert:  David replied 1 year ago.
Hi Hilary,

Thank you, XXXXX XXXXX and appreciate that you have been very patient.

Just bookmark this page in your browser and we can continue this tomorrow.

I think the reasons Netalyzr and Shutterfly are not working is somehow linked.

Best regards,
David.
Expert:  David replied 1 year ago.
Hi,

I am online for the day, let me know when you can continue.

Best regards,
David.
Customer: replied 1 year ago.

Hi David


 


I'm back. Don't have as much time today as I did yesterday, but I have a little time now.


 


My husband ran netanalyzr on his laptop. I could get it from him and try to send it to you, perhaps as a pdf attached to an email.


 


I see some items identified as blocked:


certain TCP protocols are blocked in outbound traffic


certain UDP protocols are blocked in outbound traffic


The network blocks some or all special DNS types in replies


The network blocks some or all EDNS replies


Not all DNS types were correctly processed


Direct TCP access to remote RPC servers (port 135) is blocked


Direct TCP access to remote NetBIOS servers (port 139) is blocked


Direct TCP access to remote SMB servers (port 445) is blocked


Direct UDP access to remote NetBIOS NS servers (port 137) is blocked


Direct UDP access to remote NetBIOS DGM servers (port 138) blocked


Direct UDP access to remote SIP servers (port 5060) is blocked


Some or all specialized DNS types checked are blocked by the network. The following tested queries were blocked:


RTYPE=169 (deliberately unknown) records


 


Any of this helpful?


 


Thanks,


Hilary

Expert:  David replied 1 year ago.
Hi Hilary,

Is this the report from the laptop? Did you still not get it to run on the Desktop Mac that originally has the issue?

Can you see MTU in the report? Click the + to the right of it, what does say?


Thank you in advance,
David.
Customer: replied 1 year ago.

I see: Path MTU (?): OK


 


My husband clicked on the + to the right and it says: the path between your network and our system supports an MTU of at least 1500 bytes and the path between our system and your network supports an MTU of at least 1500 bytes


 


I was not able to run netalyzr on my desktop but I'll try it again.


Yep, same thing. Says I need Java. (which I have)


 


Hilary

Expert:  David replied 1 year ago.
Hi,

I believe the two issues are related, and that the Java plugin is not working properly.

In Finder, click the Go menu, and Go To Folder...

Type ~/Library/ and look in the Internet Plug-Ins folder for anything Java, and move it to the Trash.

Do the same for /Library/

If same open Safari - Preferences - Security. Check that Java is enabled.

If same try installing the latest version from here:
http://java.com/en/

Let me know if it gives any new information.

Thank you,
David.
Customer: replied 1 year ago.

Can't find anything in the Internet Plug-Ins about Java. Tried both ~/Library/ and /Library/.


Checked in Safari Preferences that Java is enabled.


Tried to install Java, but I did that yesterday. It doesn't offer any downloads for Mac 10.5.8 and I checked that there are no software updates available on my Mac.


 


My husband has phoned our Comcast installer and he has given us the number of their tech help. We'll see what he can do.


 


I have to go now but will certainly get back to you one way or the other to let you know what's happening. I'm aware that you have spent a lot of time on this!


 


Hilary

Expert:  David replied 1 year ago.
Hi,

You're welcome Hilary :)

I have seen it posted by other people and no solutions, so I think there may be a person who is aware of something simple that is the common cause.

If not my best advice to you would be to upgrade to Snow Leopard using Retail Install discs.

If the Shutterfly website is using some code that only works on the latest Java, and I fear that the latest Java is not compatible with 10.5.8, or something along those lines that upgrading will fix.

Let me know how it goes, thank you!

Sincerely,
David.
Customer: replied 1 year ago.

Hi David


 


Thanks for the advice re Snow Leopard. I may try that. I had a long session with a Comcast Technician yesterday online and by phone. He could not fix it. He says the system is working just fine (it isn't) and it must be a coincidence that I lost shutterfly when comcast was installed. Hard to believe. So I am still unable to access anything with shutterfly in the address.


 


I know you put a lot of time and effort into this and I am grateful, even though unfortunately the end result was that I am no better off than before. Still I think I'm obligated to pay something for your work.


 


If you think there's any point in my pursuing this further, I will probably have some time free later on today if you're online at all today (I'm in CA, it would be after 3 pm here).


 


My husband has a computer issue he'd like to address with you (I think a much more straightforward one than mine). How can he be sure to find you on MacHelpDesk? Should he come back in through this link of mine? Should he start over as it's a different question? Do you have an identifier?


 


Thanks,


Hilary

Expert:  David replied 1 year ago.
Hi Hilary,

I don't want you to feel obligated and I am OK with you deciding to leave it unrated if the issue is not resolved.

My expert question box can be found here:
http://www.justanswer.com/computer/expert-machelpdesk/

I would be happy to help with any Mac questions.

I think the Snow Leopard, and then Mountain Lion updates are a good idea, with the only drawback of purchasing it, and waiting to get it if it is over the Internet.

With more time to dedicate to this I would repartition the disk and install a second Mac OS X partition. This would rule out Mac OS X and this Mac, further isolating it to a network issue.

If you want to wait and try Snow Leopard when you can, or if you want the detailed steps to install a new Mac OS partition I am happy with either.

I'd like the opportunity to answer a separate question being asked in this same thread. You have been very patient with me and the issue, and hopefully I can make up for it a bit with a separate issue.

Sincerely,
David.
Expert:  David replied 1 year ago.
Hi Hilary,


Which option did you decide on? Did you purchase the upgrade?


Let me know,
David.
Customer: replied 1 year ago.

Hi David


 


Snow Leopard was delivered yesterday and I installed it and - cheers! can now access shutterfly again. Today having to do lots more software updates because of snow leopard, but that's minor compared to the last two weeks. So I think I'm all set now. Have two days to complete a project before I lose the shutterfly discount.


 


I see they charged my card for my interaction with you, so I guess we're all square. thanks for your help and advice. My husband will be getting in touch with you any time soon for his separate issue.


 


Happy holidays!


Hilary

Expert:  David replied 1 year ago.
Hi Hilary,


That's fantastic! I'm glad it is working now. Let me know if there is any other issues with updates or anything.


The charge was to deposit into your just answer account, not to pay for this question. I will be compensated by Just Answer for the question after you rate. I hope this is clear but if not please let me know.

Rating my help also doesn't close the thread, and you can still ask any follow up questions after you rate.


Happy holidays to you too :)

Best regards,
David.

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