I can’t access my media library
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Hi there,
I would be happy to try helping you!
Could you please elaborate more on what you are experiencing? Is your media library not showing properly, or are you not able to access it from a certain place? Is there any error message?
Thank you
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Hi @dmeyers56 – Do you still need help with this?
If you do need help, is the site you need help with wayfaringroamer.wordpress.com ?
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Yes, I do need help. Thank you for responding. Am I correct to assume that you work for WordPress as a Happiness Engineer?
Strangely, my media library opened this morning. I don’t know why it would not open yesterday. Also, yesterday there was no ‘blue circle question mark on my site’. It is there today. I am working on a MacBook Air laptop. Here are the problems and questions I still have:
(1) My media library loads very very slowly, so much so that it is not very usable.
(2) The library always loads with most recent photos at the top, then takes forever to get to the older photos that I am searching for. How can I make the library stay on the dates that I am trying to work with? (Completing some 2 year old posts)
(3) It will not allow me to select more than 1 photo at a time from the media library so it is very laborious and time consuming to upload photos. I read that you can upload more than one photo at a time, but the instructions don’t work for me.
(4) Up in the top right hand corner it says 3GB is 100% Used. This must be wrong asI am on a pay program. Why is it saying this? Am I paying $100.00 a year for only 3 GB?
(5) If this is the case, and my media library is not included in the $100, how do I delete old photos that I do not need in my media library so that I can create room for new photos?
(6) I thought maybe I could solve this problem by uploading photos straight from my Apple PHOTOS program. This does not seem to work. I have to first put the photo onto my desktop and then upload it from there. However, the photo I tried to insert is all grey and the ‘circle in a circle’ has been spinning now for 30 minutes or so. The photo is not loading.
(7) Yesterday the wordpress program would not allow me to add a caption to my pictures. Today it will allow this. Why does the program behave differently from one day to the next? However, being able to add a caption is not much use if the photo will not upload.
(8) How do I delete a block that I added erroneously?
(9) What does this phrase mean “this image has an empty attribute’ and how do I delete this statement?
(10) What does this phrase mean “Type/to close a block” and how do I delete this statement? -
Also, I am wondering if you can tell me how long a person should wait for a reply from WordPress staff before assuming that the message has not gone through and then initiate a new call for assistance? I can never figure this out because there does not seem to be a chat line. If there is one, I do not know how to access it. Can you tell me how?
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Hi @dmeyers56, you should be able to see your response in the forum within a few minutes of replying. If it’s there we’ll get to it, so no worries! Adding an extra response does bump you back to the newer end of our queue, though.
We usually work through replies several times per day, and we typically work oldest to newest. But if one topic has several different questions it can take longer to respond, and if the issues are complex and require multiple back and forth responses, the thread can quickly get unmanageable.
If you’ll enter one request per thread, often times you’ll be able to get answers more quickly, so we recommend that in our community standards:
https://wordpress.com/forums/topic/best-practices-community-standards/Given that, personally I’d recommend entering one thread for each type of question so we can get to you as efficiently as possible:
https://en.forums.wordpress.com/?new=1ALL THAT SAID, the way you’re describing these issues — things loading slowly if at all and taking forever to pull up, it makes me wonder if most of these issues are a problem with your connection or the system you’re using to access the site. Can you tell us what browser version you’re using, or whether you are using the WordPress desktop app for Mac?
And for questions that definitely aren’t related to that, would you go ahead and start a new thread for each one?
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Hi Supernovia,
I’m pretty sure the problem is not the connection as we have recently had a fibre optic upgrade and everything else is working really well. As for the system, I am using MacBook Air, browser is macOS High Sierra. It is the highest upgrade that I can get on my macBook. It has always worked well in the past, even with older versions. Am I answering correctly? Is that what a browser is? Or do you mean Safari? Is that what a browser is? I use Safari. I don’t think I am using the desktop app for Mac. Can you get apps on Mac? I thought they were only for iPad and iPhone. I use the app for WordPress on my iPad, but I have to work on my MacBook at this time to access some old photos. How do I get the app for Mac? Is it even possible? If it is possible, would things go faster on it? -
Yes, Safari is your browser, macOS High Sierra is your operating system.
First, please make sure that your browser is up to date: https://browsehappy.com/
If it is not, please try updating your browser or switching to a different browser.
If it is, please do these two things:
1. Try clearing your browser’s cache and cookies.
2. Try with all browser extensions or add-ons temporarily disabled.
Please let us know how each step goes for you, and which browser (and version of) you’re using if you’re still having trouble.
As for using our app on your Mac, you can get it from https://apps.wordpress.com/desktop/
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My browser is up to date. I updated everything with a Mac consultant about 2 weeks ago. There are no more updates available for my computer. It is old and I am waiting for a new one to arrive in the mail.
I cleared my cache and cookies about 2 weeks ago as well.
I don’t know how to temporarily disable extensions or add-ons. This is above my technical ability, which is why I decided to go for a pay program with WordPress.
I have succeeded in downloading the WordPress app onto my MacBook dock. It did open wordpress and I was able to get to my site.
The photo I am trying to upload still will not upload. It is grey and has the constantly spinning circle in it. Thanks so much for trying to help me, but I don’t think I am getting my $100 worth of assistance. What can I do about this? I really don’t want to have to opt out of WordPress, but I just don’t see how I can make it work for me. I guess I misunderstood what I was paying for. I thought I would get more assistance with problems. I’m sorry that I do not understand how to work with technology beyond the very obvious button pushing that works when the program is working properly. What do you suggest I do about this? Am I just someone who is not able to function with the minimal assistance that my pay program offers? Last time the program was not working (a year or so ago) a WP employee went into my site and fixed it. Can this not happen again? -
Hi there,
My browser is up to date. I updated everything with a Mac consultant about 2 weeks ago. There are no more updates available for my computer. It is old and I am waiting for a new one to arrive in the mail.
Sometimes an issue like this can be browser-specific, but will work if you try another browser. With that in mind, what if you use an alternate browser like Google Chrome or Mozilla Firefox? Does the media library load for either of those?
The photo I am trying to upload still will not upload. It is grey and has the constantly spinning circle in it.
Can you upload your image here so we can take a closer look? https://imgbb.com/
This will skip WordPress entirely so we can take a look at the image file to see if there are any issues related to that. When you upload your image to the site above, they will give you a sharing URL. Please add that URL here and it will allow us to download the image so we can check it out!
Thanks so much for trying to help me, but I don’t think I am getting my $100 worth of assistance. What can I do about this? I really don’t want to have to opt out of WordPress, but I just don’t see how I can make it work for me. I guess I misunderstood what I was paying for. I thought I would get more assistance with problems.
I’ll admit I was a bit confused by this, as I do not see any active upgrades on your account at the moment: https://wordpress.com/me/purchases/
I do see that you had the Premium plan on your site at one point. It was orginally purchased on 11/2/2019, and auto-renewed on 10/3/2020. However shortly after that renewal it appears you cancelled for a full refund. You can confirm we processed this refund here: https://wordpress.com/me/purchases/billing/
Because your site has no upgrades and is considered a “free” site, support is offered here in our public forums, but as you can see staff does monitor this channel. If you wish you can upgrade again to the Premium plan which will give you additional support options such as email and live chat. You can do that here: https://wordpress.com/plans/
Hope that helps. Please let us know if you have any more questions.
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I do pay for support. I finally figured out how to access the live chat, but they do not know what to do about the problem either. Do you happen to know of any other simpler blog sites I could use? I probably don’t need something as complicated as WordPress. My tech abilities are very limited so I should probably not be using a site that is too complicated even for the experts. There must be something out there that is really simple for us Non-techies.
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OMG! I feel like a complete idiot and I guess I must be. I have no recollection of renewing and then cancelling way back then, but clearly, I did. This is a big part of the problem. I have a very hard to solve situation that I need expert support for. I am so sorry to have caused such a kafuffle through my own lack of memory. Thank you so much for investigating this and letting me know that I no longer have premium. I wondered why the “Get Premium” sign was posted on my site. I thought I had it. I am tired after a full 2 days of trying to solve this problem. Tomorrow morning I will buy Premium and start all over again. Thanks again for pointing this out. I would have just kept spinning and spinning. I was on a chat today (I’m not sure how this happened if I don’t have premium) but she could not solve it so she tried to connect me to an expert but he never came on the line. Maybe if I rebuy Premium I can get the help I need.
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@dmeyers56 sorry I missed your followup here: no worries at all and I hope everything is resolved now!
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