Update on wphelpcenter.com

Hi, this is Benjamin here.   I want to quickly update everyone regarding a change in the provider that we recommend for unhacking services.  I also am inviting your feedback on this issue.  In short, we are no longer recommending that people seek out help from WordPress Help Center.  Instead, we are now referring people to NetCrafted, a company that some of you are familiar with. Scott at  NetCrafted has been helping many of our customers with troublesome WordPress Updates and site migrations for quite awhile.  Now we are referring customers with hacking issues to Scott, as well.

So why the change?  For those that are interested or affected, here are the details.

Frequently, we receive Emailsfrom ProPhoto users asking for advice in getting their blogs unhacked.  We hate hacks and do our best to solve the problem.  Sometimes, simply manually reinstalling WordPress does the trick.

But it’s just not something we specialize in and often the solution requires specialized tools and knowledge. We feel awful when we see this happen and it is important to us that people feel supported, even if all we can do is forward them to someone else who might be able to help.

For a long time, wphelpcenter.com was who we recommended and we received good feedback regarding their services.  They briefly closed up shop at one point but re-opened under new management in the spring of 2011.  At that time, we started recommending them again.  It’s been about a year now, and we haven’t gotten the same good feedback that we received before.  In addition, over the course of the last few months, we have been receiving very negative feedback from some ProPhoto users to whom we recommended their services.

What seems to be happening, at least in the cases we have been made aware of, is that people are paying for unhacking or other services up front (and quite a bit of money, at that), passing on their log in information, and are given a timetable of about a week.  Then, they never hear from wphelpcenter again, the promised work is not performed and they are left with a site that is either still hacked, or in a state of partial disrepair.

Obviously, this is unacceptable.  We have attempted to contact WordPress Help Center, and their president, Nathan Garza, but just like our users, we have not received any response.

I assume this could be for a number of different reasons.  Perhaps they no longer provide unhacking services?  Perhaps they are not dealing with these kinds of individual, one-time-fee services.  We simply don’t know.  Whatever the case may be, we strongly recommend that you NOT contract with them for any services.  You do so at your own risk.

Now, here is where I want feedback from other WordPress and ProPhoto users.

  • Has anyone had a different experience with wphelpcenter.com?
  • Has anyone else had a similar negative experience?

We would love to have some more information.  Feel free to send that to us directly at http://www.prophotoblogs.com/support/contact/ or comment on this post.

ProPhoto and "Retina" Screens

We’ve been starting to get a lot of questions about Apple’s retina displays, and whether ProPhoto is compatible or takes advantage of these new screen types. This post aims to explain what these retina screens are, how they work, how they affect websites, how we are currently dealing with them, and what we plan to do in the future.

Retina displays were introduced in the iPhone 4, and since have also appeared in the 3rd generation iPad, as well as in very new Macbook laptops. A Retina display has extremely small pixels and a much higher density of pixels per square inch.

Two Kinds of Pixels

The pixels on a retina device are so small that if websites were rendered at their actual size, they would be too small to see clearly. So, for the purpose of simplifying using a retina device to view websites, Apple makes a little internal calculation behind the scenes: they put two of their tiny pixels together and call it one normal pixel. The tiny retina-sized pixels are called “device pixels” or “hardware pixels” and the normal pixels are technically called “reference pixels”, but I like to think of them as “normal pixels”.

Retina displays and image resolution

What that means is that if you’re viewing a website on a retina device, a website that is 1000 pixels wide is rendered using 2000 device-pixels. This is nice because it means that websites still “just work” for retina devices. However, it also means that images viewed on retina devices do not by default take advantage of all of the device-pixels available.For example, a 600px by 300px image will actually use 1200 by 600 device pixels of space on the screen. Since there are not enough pixels of information in the image to take advantage of the double-density retina screen, the images are stretched to fit over all of the tiny device pixels.

Normally when you display an image using more screen pixels than the image has, the up-scaling causes a noticable pixellated effect and significant loss of quality. The good news is that retina pixels are so small (almost impossible to see individually with the naked eye) that even when an image is upscaled to be displayed over twice as many device-pixels, it is very difficult to see any pixellation or loss of image quality. Most viewers will never notice that the images aren’t actually making use of every pixel.

How websites can use the full retina resolution

Even though the normal upscaling of web images on retina devices still renders them at a very high quality, there is a way to show images that does take advantage of every device-pixel on a retina display. The trick is to give a the retina device an image that is twice as large as necessary. So, if the image is supposed to be 300px by 300px (in normal pixels), you serve an image that is 600px by 600px but you tell the browser to display it at 300 by 300 normal pixels. When you do this, a retina device will use all of the extra pixels in the twice-as-large image to show it at full resolution, making use of every one of the tiny retina device pixels. The result is that the images look even sharper.

Because, as shown above, it is possible to serve higher resolution images to take complete advantage of retina screens amazingly high device pixel density, and because there are posts and articles floating around the internet talking about how to do it, we’ve been getting a lot of questions about ProPhoto’s support for retina devices. Customers are asking us if we support taking advantage of retina displays, or if we plan to add support in the future.

Retina support in ProPhoto right now

Currently, we do a limited amount of retina-specific support just for mobile sites viewed on retina iPhones. The logo, masthead, and the small post excerpt thumbnails on ProPhoto mobile sites are served to retina iPhones at double-size if available.

these mobile image areas ALREADY support retina resolution

Other than this, we don’t currently make any special allowances for retina screens. Your ProPhoto sites still work perfectly on retina screens, only the images are automatically stretched to cover the extra device pixel density. Again, this stretching is normal and almost imperceptible. There is no real visible pixellation or image quality degradation. 99.9% of all websites on the internet function this way.

Retina support in the future

As far as future or expanded support for retina displays goes, we’re kind of in a “wait and see mode”. Retina displays on large-screen devices like iPads and Macbooks are very new, and there has not yet emerged a consensus “best practice” about how to build websites for them.

We could build in support for always delivering double-size images for retina devices, but this has some serious drawbacks. For one, it would be pretty complicated to implement, but even more important, double-size images for large screens would cause sites that show a lot of images to be very slow to load. For this reason most major websites have resisted doubling image resolution. Since ProPhoto serves mostly photographers who post lots of images, this doesn’t seem like a workable solution for now.

For now, it makes sense to serve double-sized images for small or specialized images. That’s why we’ve taken the approach we have with mobile retina image support. By serving a few smaller images with retina-sized images, we can get a little extra resolution into some key areas without slowing down the site too much.

We’re watching carefully what the web development world does with these new retina displays. There are some emerging HTML standards that may help us in the future, but it will likely be years before there is enough browser support to use these new features. As best-practices begin to emerge, we will look to integrate them into ProPhoto as quickly as possible. But for now, it doesn’t seem wise to build complex functionality that will slow down your sites while the technology and recommended practices are still just emerging. 99%+ of websites on the internet are not doing anything specific yet for retina displays. We feel good about including limited retina images support where it makes sense for phones and waiting to see what our next step might be.

Some changes to the design store

This week we made a significant change to the buy-add-ons page of our site by adding a grid-style layout.

The Old Way

One struggle we’ve had with our store is in presenting site designs in a way that is easy to navigate and highly visual.  The way we’ve been tackling this over the last 8 months was to go large.

These large screenshots give a great preview of the design and worked great when we had 30 or 40 designs in our store.  Now that we are nearing 100 designs though, this approach has definite limitations.  There is quite a bit of scrolling required to see designs at the bottom of each page, which is a little cumbersome and probably has resulted in only the first page, or possibly only the first few designs being viewed by people coming to the store.

The New Way

The new grid layout allows visitors to see small thumbnail screenshots of numerous designs without any scrolling.  Clicking on the left or right arrows on either side of the grid will slide back and forth between the different pages of designs.  A quick mouse roll-over on any of the small thumbnails will bring up a larger screenshot with additional design details.

Finally, clicking on the thumbnail will take you to the design page where you can see even more detail, view a demo site, or purchase the design.

We feel that the result is an interface that is very responsive and easy to navigate, allowing you to get a good look at a large number of designs in a short period of time.  We liked it enough to make it the default view when visiting the store (although if you prefer the old view, or just despise change, you can still select the old layout from within the header bar of the store)

Try it out for yourself:  http://www.prophotoblogs.com/buy-add-ons/

Love it? Hate it? Come back and leave a comment here and let us know what you think.

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