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Knowledgebase

Known Issues


  • Internet Explorer 10 May Not Save Large Text Areas-

  • Generation 2 Templates SOMETIMES have issues with Mobile View-

  • Problems sending email (SMTP)-

  • Social Media Button on Blog Missing with Island Life Palette-

  • FASO Webmail Not Compatible with IE 10-

  • Devonshire Template (Generation 2) Uses Line Color For Site Heading-

  • FASO App has issues on iOS7-

  • Rotated Images Don't Update in Newsletters-

  • Gallery Plan sites do not support mobile view and generation 3 and higher templates-

  • Deleting an artwork will remove it from the Daily Art Show-

  • FASO Webmail may not work with older versions of Safari/OSX-

  • Offline Slideshow Not Accessible in FASO iOS app version 1.1-

  • Cosmic Chameleon Template Looks Funky on IE8-

  • My thumbnails look small and seem crowded together.-

  • Social Sharing Bar Changed and has two share buttons-

  • Safari bug prevents image uploads in iOS8-

  • Mobile Issues when a site is customized-

  • Cant view site using Windows XP-

  • There are strips of an image behind my navigation categories - how to I remove?-






    Q: Internet Explorer 10 May Not Save Large Text Areas
    Some FASO members have reported that when they type in a large area of text that it doesn't save when using Internet Explorer 10.

    A: IE 10 has, as is usual for a new version of Internet Explorer, broken things.

    It appears that IE sometimes thinks a page is "broken" or is designed for "older" browsers. Our text editor appears to not work with IE 10 in this situation unless IE is put into something called "Compatibility View".

    We have added code in our control panel to force IE into compatibility view and this should fix the issue. But if anyone experiences it this issue, they can try manually enabling compatibility view. It can be enabled by clicking the little broken page icon in the address bar (which should turn blue when enabled).

    If the broken page icon doesn't appear, then IE has detected no issues.

    The "real" solution is of course to use Chrome or Firefox - those two browsers tend to be the fastest, most secure and most forgiving.


    Last Updated: 12/10/2013 2:34:21 PM


    Permalink to this article: http://faso.com/kb/?id=262


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    Q: Generation 2 Templates SOMETIMES have issues with Mobile View
    Some users have reported issue when viewing their websites on mobile devices. Upgrade to a Gen 3 Template.

    A: UPDATE 6/21/2013 - This issue has now been corrected even on Generation 2 templates. If you experience any issues similar to this, please let us know.


    Our Generation 2 templates in some instances can have an issue with the Mobile view.

    The issue is usually related to site colors. Sometimes (but not always) the mobile view (which should be basically black text on a white background) seems to randomly get colors from the desktop view. This issue should be solved with Generation 3 templates.

    We are continuing to work on and improve support for Generation 2 templates, but our long term fix will be to re-create the designs of our Gen2 templates as Gen3 templates. So eventually, that will be the solution. If you experience this issue there are two current workarounds.

    1. Change your template to a Generation 3. This should correct the issue.

    2. Disable the mobile view and serve the full desktop site to smart phones.


    WORKAROUND 1: How to move to a Generation 3 template.

    The Generation 3 templates:
    Slate Orange (Enhanced)
    Slate Custom (Enhanced)
    Evoke (Enhanced) [Beta]
    Gotham (Enhanced) [Beta]
    are implemented differently (desktop mode and mobile mode are completely separated).

    Generation 2 templates:
    Simplicity (Enhanced)
    Right Navigation (Enhanced)
    Left Navigation (Enhanced)
    Top Nav Classic (Enhanced)
    Devonshire (Enhanced)
    Whitesmoke (Enhanced)
    Classic and Clean (Enhanced)
    have some shared code for mobile/desktop which causes issues.

    To move to a Generation 3 template:
    Control panel
    Click on Design Icon (top row)
    Click on 'Change Your Site's Template'
    Choose 3rd generation (Generation shows below each style)
    Click on 'Use this template design on your site' button

    ------------------

    WORKAROUND #2: How to disable the mobile site on your account:
    (if moving to Gen 3 is not feasible at this time) is to disable the mobile site and just have it always serve the Regular site. This will create a need to zoom on the phone.

    To disable mobile view:
    Control panel
    click on Design icon
    click Advanced (top right corner)
    click Mobile Site Options
    for Disallow Mobile Site, select Yes
    Save


    Last Updated: 11/24/2014 3:10:04 PM


    Permalink to this article: http://faso.com/kb/?id=265


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    Q: Problems sending email (SMTP)
    There is an issue which mostly affects iOS, Mac Mail and thunderbird when they attempt to use an older encryption technology called CRAM-MD5.

    Sending mail from a FASO Mail account using SMPT will likely fail when CRAM-MD5 is used. (especially on those three listed platforms)

    A: The general solution is to use SSL OR TLS encryption in your mail clients NOT CRAM-MD5.

    Here are links to the specific instructions for the most commonly affected mail clients:

    MAC Mail:
    http://www.rackspace.com/knowledge_center/article/updating-password-authentication-method-on-mac-mail

    iOS Mail (iPhone, iPod, iPad):
    http://www.rackspace.com/knowledge_center/article/updating-password-authentication-method-on-your-ios-device

    Thunderbird:
    http://www.rackspace.com/knowledge_center/article/updating-password-authentication-method-on-thunderbird




    Last Updated: 1/21/2015 5:59:13 PM


    Permalink to this article: http://faso.com/kb/?id=271


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    Q: Social Media Button on Blog Missing with Island Life Palette
    Issue: Your social media buttons on your blog are missing when using the Island Life color palette.

    A: If this issue affects your site, simply re-apply the Island life color palette. Early versions of the palette sometimes had an issue applying the button colors but that his since been solved.

    To reapply:

    Control Panel -> Site Design Center -> Color Palettes -> Click on Island Life -> Save Changes


    Last Updated: 1/23/2014 4:12:33 PM


    Permalink to this article: http://faso.com/kb/?id=272


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    Q: FASO Webmail Not Compatible with IE 10
    FASO Webmail Not Compatible with Internet Explorer 10

    A: Our provider, Rackspace, has not finished the programming to make the FASO webmail system compatible with IE 10. It works great with recent versions of Chrome, Firefox and Safari.

    Their programmers are working on the necessary upgrades to make it work with IE10


    Last Updated: 8/3/2013 10:30:33 AM


    Permalink to this article: http://faso.com/kb/?id=277


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    Q: Devonshire Template (Generation 2) Uses Line Color For Site Heading
    Devonshire Template (Generation 2) Uses Line Color For Site Heading

    A: Due to legacy reasons our Generation 2 Template, Devonshire uses the variable called "content.line" for the site heading area.

    If you use one of our new style color palettes and the heading area disappears, make sure your content.line color does not match your page.background color.

    This is known to be a problem on the palette "Let the Eat Cake" but may have similar issues with other palettes.

    Changing the line color is the workaround for Generation 2 templates.

    Our planned permanent fix is a Generation 3 version of Devonshire.


    Last Updated: 8/6/2013 10:50:52 AM


    Permalink to this article: http://faso.com/kb/?id=280


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    Q: FASO App has issues on iOS7
    FASO App has issues on iOS7.

    *** We are currently working on a new release of the app to correct this issues. ***

    A: The FASO app has three known issues on iOS7:

    UPDATE - A new version of the app was released in late 2013 which corrects these issues. Upgrade to the latest version of the FASO app in the app store to fix the issues below (v 1.1 or higher).

    1. The upload art screen looks "wonky". The app should still be usable but the screen gets a bit obscured by the status bar at the top.

    2. Viewing an individual artwork in the app usually displays the artwork image partially off the screen. The artwork may still be edited but the image does not center in the app properly (this does not affect the web site which your customers see)

    3. It is not possible to create an offline slideshow with the FASO app when using iOS7.

    We are working on fixes for all three of these issues.


    Last Updated: 9/19/2014 12:43:15 PM


    Permalink to this article: http://faso.com/kb/?id=288


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    Q: Rotated Images Don't Update in Newsletters
    I rotated an image in my "Images Other than Artwork" or in my "Artwork Portfolio" in Avaiary. The image is correct on my website but not in a newsletter.

    A: This is a known issue and has to do with the way the FASO CDN handles image caching. It is on the roadmap to correct but until that time there is a workaround. The work around is to rotate the image and then re-upload it as a NEW image and then use the new image in your newsletter.


    Last Updated: 9/30/2013 2:39:59 PM


    Permalink to this article: http://faso.com/kb/?id=290


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    Q: Gallery Plan sites do not support mobile view and generation 3 and higher templates
    Gallery Plan sites do not support mobile view and generation 3 and higher templates

    A: As we roll out these features they are rolled out and tested on the individual artist plans, which make up the majority of our customers. We do plan to port these features to the GAllery plans as the development schedule allows.

    The workaround for the mobile view issue on a gallery plan is to disable the mobile view in the Site Design Center->Advanced section. Modern smartphones can show the regular view very well, so disabling the mobile view is a realistic workaround.


    Last Updated: 9/10/2014 12:22:12 PM


    Permalink to this article: http://faso.com/kb/?id=293


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    Q: Deleting an artwork will remove it from the Daily Art Show
    Deleting an artwork will remove it from the Daily Art Show

    A: One our daily art show is created, if you delete the artwork we have chosen, it will not show in the daily art show for that day. The daily art show is created a few times a day, so if you have an alternative artwork that was uploaded that meets the requirement it will appear instead at some point (depending on when you delete the artwork).

    This can lead to a bit of confusion because if your delete is AFTER we send the newsletter, the artwork shown in our daily art show newsletter will not match the one actually shown on the website.


    Last Updated: 10/21/2013 12:31:16 PM


    Permalink to this article: http://faso.com/kb/?id=294


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    Q: FASO Webmail may not work with older versions of Safari/OSX
    FASO Webmail may not work with older versions of Safari/OSX

    A: One of our customers using OSX 10.5 (Jaguar) and 4.1.3 of Safari recieved "object undefined" [ [object Event] undefined (line undefined) ] errors when logging into FASO Webmail. The issue could not be resolved. The solution (other than upgrading) in this case was to configure Mac Mail to work with FASO Mail.



    Last Updated: 11/6/2013 4:35:45 PM


    Permalink to this article: http://faso.com/kb/?id=301


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    Q: Offline Slideshow Not Accessible in FASO iOS app version 1.1
    Offline Slideshow Not Accessible in FASO iOS app version 1.1

    A: UPDATE: FASO iOS app version 1.1.1, which fixes the bug outlined below, was released on 11/15/2013 and is available in the app store. The fix is to upgrade to the latest version of the FASO app (v 1.1.1 or higher)

    -----------

    There is a bug in version 1.1 off the iOS app, which was released on 11/7/2013. If you are not logged in to the app, you will not be able to access your offline slideshows. You CAN access them once you log in (which requires you to be online, at least long enough to log in)

    The developers are working on a fix for this and we will submit to apple and expect it to be in the app store around the 20th of Nov or so.

    Sorry for the inconvenience.


    Last Updated: 3/6/2014 7:27:39 AM


    Permalink to this article: http://faso.com/kb/?id=302


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    Q: Cosmic Chameleon Template Looks Funky on IE8
    Cosmic Chameleon Template Looks Funky on IE8

    A: IE8 is an extremely old browser with less than 5% market share (and falling). Cosmic Chameleon is a modern, responsive design. It works on all modern browsers, including IE9 and up. However, we are currently investigating if we can support IE8 on cosmic chameleon in a way that doesn't compromise the design or the experience.

    UPDATE: 12/2/2013 - We pushed a change that makes the Cosmic Chameleon Template much better on IE8. It's not *perfect* on IE8 but it is close to how it appears on more modern browsers, especially at regular desktop screen resolutions.


    Last Updated: 12/2/2013 2:18:02 PM


    Permalink to this article: http://faso.com/kb/?id=306


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    Q: My thumbnails look small and seem crowded together.
    My thumbnails look small and seem crowded together.

    A: Some of our Generation 3 templates allow you to choose 2, 3, or 4 images per row.

    For that feature to work properly, you must have "Use Variable Size Thumbnails" set to Yes in your "Edit the works display" section. Normally, when you choose a template that needs the setting in place, we automatically set it. But, if you are experiencing this issue, please make sure that the setting hasn't been changed.


    Last Updated: 3/14/2014 4:31:28 PM


    Permalink to this article: http://faso.com/kb/?id=307


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    Q: Social Sharing Bar Changed and has two share buttons
    Social Sharing Bar Changed and has two share buttons

    A: The social sharing bar on my artworks (and/or the Facebook Like buttons) look different. The button turned blue and no longer has the thumbs-up icon. The send button is gone. On my social sharing bar there are now two different Facbook "share" buttons.

    These changes are all due to Facebook discontinuing the old like button and rolling out a new like button. Here is where they announce the change and the reasons for the change:

    https://developers.facebook.com/blog/post/2013/12/11/full-availability-of-new-like-and-share-buttons-and-flexible-width-for-embedded-posts/

    We will be monitoring the impact of this for a couple of weeks to be sure there are no further changes or rollbacks and then we will alter the FASO social sharing bar. Most likely we will remove our (now redundant) Facebook share button since Facebook now includes a share button alongside the like button.

    We do not plan on making any further changes to the social sharing bar until after 1/1/2014.


    Last Updated: 12/18/2013 10:14:49 AM


    Permalink to this article: http://faso.com/kb/?id=319


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    Q: Safari bug prevents image uploads in iOS8
    I can't upload images to FASO when using Safari in iOS8.

    A: This is a known bug that was introduced in Safari with the iOS8 release and has been reported to Apple. We are currently waiting for Apple to release a fix. Please note - this bug affects all image uploads when using Safari, not just uploads to FASO. It's an Apple bug, not a FASO bug.

    Fortunately, this bug does NOT affect image uploads initiated when using the FASO app. We suggest you install the FASO app from the App Store to upload images under iOS8.




    Links to more info about this bug:

    http://blog.fineuploader.com/2014/09/10/ios8-presents-serious-issues-that-prevent-file-uploading/

    http://www.mobilexweb.com/blog/safari-ios8-iphone6-web-developers-designers


    Last Updated: 9/19/2014 7:54:10 AM


    Permalink to this article: http://faso.com/kb/?id=365


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    Q: Mobile Issues when a site is customized
    Mobile issues when a site is customized

    A: Older templates that are not client-side, mobile-responsive (prior to Morphic Maplelicious), if they are customized (via html, css customizations are fine), break the standard mobile html that we serve. The solution is to always set "disallow mobile site" to "Yes" when applying custom html. This will serve the standard html to all devices.

    This is less and less of an issue as we move into fully client side responsive templates anyway.


    Last Updated: 12/8/2014 5:18:42 PM


    Permalink to this article: http://faso.com/kb/?id=387


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    Q: Cant view site using Windows XP
    Someone couldn't view my site, using Windows XP. Why?

    A: If a would-be collector tells you they can't view your site, and perhaps get a message that your site 'is using an old and/or unsupported version of SSL which is no longer secure,' find out if they are using Windows XP. If so, that's the culprit. They need to upgrade - to Windows 10 for example. If they are using Internet Explorer 8 as their browser, they should also update that to it's replacement Microsoft Edge, or better yet, use Chrome or Firefox.

    From this page:
    http://windows.microsoft.com/en-us/windows/end-support-help

    "If you continue to use Windows XP now that support has ended, your computer will still work but it might become more vulnerable to security risks and viruses. Internet Explorer 8 is also no longer supported, so if your Windows XP PC is connected to the Internet and you use Internet Explorer 8 to surf the web, you might be exposing your PC to additional threats."

    Your site visitor's own computer may be at risk because of using an outdated version of Windows. It has nothing to do with your FASO site, which is quite secure.


    Last Updated: 4/21/2016 6:48:03 PM


    Permalink to this article: http://faso.com/kb/?id=466


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    Q: There are strips of an image behind my navigation categories - how to I remove?
    There are strips of an image behind my navigation categories - how to I remove?

    A: THis issue relates to Generation1 tempates which are deprecated. We suggest you upgrade your FASO site to a Generation3 or higher template.

    This issue ONLY applies to the "Classic and Clean" and "Bottom Navigation" styles.

    These are in the "Edit Navigation bar" section. It is the Navigation Bar Picture, which some people like to intentionally add for design purposes.

    Just change the Navigation Bar Picture to "None" or "No Picture"

    Since 3/15/07 a few sites have had this picture "appear." This is due to a bug that was corrected.




    Last Updated: 10/25/2013 1:21:34 PM


    Permalink to this article: http://faso.com/kb/?id=128


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