Latest Updates
Jul
12
Slow Login and Dashboard Performance
Posted by todd on 12 July 2014 04:43 PM

[4:40PM EST] – We’re currently aware of an issue where it is very slow to login and once you do login do anything in the Dashboard is also very slow. It appears to be caused by a higher than normal level of traffic that’s causing some excess load on our main database. We’re looking to see what we can do to resolve the issue.

[5:30PM EST] – All systems are back to normal now, we apologize for the troubles.  If you are still having issues logging in or with slow performance in the interface please e-mail support:  support@libsynsupport.com


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Jun
29
Upload Issues – Sunday June 29th
Posted by todd on 29 June 2014 03:00 PM

We became aware of possible upload issues around 2:30 PM EST today, the issue turned out to be a network issue with one of our storage devices.  It appears the issue began around 12PM EST and was resolved at approximately 2:55 PM.  If you had any problems uploading during that time frame please try your upload again.  Feel free to e-mail support@libsynsupport.com if you continue to have issues.


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Jun
23
Potential Upload Errors
Posted by Krystal O'Connor on 23 June 2014 09:27 AM

Some producers may have noticed receiving an ‘error’ upon uploading media files while publishing episodes. This error is received after the media file is successfully uploaded, but prior to successfully ‘processing’. The cause of the error is the web browser times out before realizing the file was actually successfully uploaded, and an ‘error’ is received.

If you receive this error, check under Content –> FTP/Unreleased. Any time a file is uploaded but does not successfully attach to an episode, it will always appear there. If it is, you can publish as you normally would – simply select FTP/Unreleased instead of selecting your hard drive to select the file.

As an alternative, uploading using FTP will avoid this issue entirely. We have a full walkthrough on using FTP here:

http://support.libsyn.com/faqs/uploading-with-ftp/

We understand this is an annoyance and an inconvenience and our development and administrative teams are working hard to make this a more seamless and positive experience going forward. If there are any questions or concerns, please direct them to our support staff at suport@libsynsupport.com.

UPDATE: We put changes into affect around the same time of this original post. We have since not received any additional reports pertaining to this issue, we believe the issue has been rectified. Any uploading issues should be sent to support@libsynsupport.com. Thank you for your patience.


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May
27
iTunes Episode Update Delays
Posted by Krystal O'Connor on 27 May 2014 01:53 PM

We have been receiving reports that many producers are having trouble getting episode content to update in the iTunes store. We have been in contact with iTunes regarding this issue and they are currently working to isolate and rectify the issue.

If your show’s RSS feed is valid, you see your content available as a subscriber, and iTunes hasn’t updated your show in the store in at least 3 days, you are likely being affected by this issue. Note that this is not isolated to Libsyn feeds, so if you are using another method to generate your feed, you may still be affected.

The only way to fix the issue is to have iTunes index your feed manually. To request this, make sure you have your RSS feed URL and the URL to your show in the iTunes store and contact:

 

Let them know your show is not updating, it needs indexed, and include your RSS feed URL and the URL to your show in the iTunes store.

 

If you have any questions, contact our support staff at support@libsynsupport.com.

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May
10
Stats Processing Delay
Posted by todd on 10 May 2014 05:05 PM

We’re aware of an issue causing stats processing to be delayed.  It is behind currently by about 5-6 hours at this time (5PM EST).  We are investigating the issue and will update this work as we progress through diagnosing and fixing the issue.

UPDATE 7PM EST – We’ve located a particular process that’s failed and is responsible for the stats delay.  At this time stats processing is completely stopped as we investigate possible fixes for the issue.

UPDATE 11:55PM EST – We wanted to provide everyone with one more update tonight, at this time stats processing is still stopped.  This has been an extremely tricky issue to fix, we have a good idea on possible fixes and we will be attempting to implement those tomorrow.  It also appears that we may be dealing with a hardware issue as well, but for now one thing at a time.  We have had a few people ask us about what will happen with stats once we turn them back on.  All downloads are logged with timestamps, so no matter when we process them they will be counted for their correct date.  There will be no data loss due to these issues.

We appreciate your patience as we work through these difficult issues.

May 11th – UPDATE 2PM EST - We have successfully resolved the software bug that was causing one part of the stats processing to fail.  Unfortunately we are also dealing with a hardware problem further down the line in the stats processing.  We are hopeful that we can resolve the hardware problem by the end of the day on Monday, but if we end up needing to order another replacement part that wouldn’t arrive until Tuesday.

May 12th- UPDATE 10:30AM EST – We do apologize for the delay, we’re still working on bringing stats processing back online.  To clear up any confusion there will be no loss of data and once processing begins again downloads and their associated information will be counted for the correct date/time.

May 12th – UPDATE 1:45PM EST – Stats processing is back up and running!!!!  We’d like to thank everyone for their patience with us over the past few days as we worked to bring the stats processing back online.  We’ll update this post later when we can provide an ETA on when we expect the processing to be completely caught up.

May 12th – UPDATE 5:30PM EST – As of 5:30PM EST time today stats processing has finished processing stats for Saturday and is currently almost halfway through stats for Sunday.  If the current pace of processing stays consist our best estimate shows processing being caught up between 4AM – 6AM EST tomorrow May 13th.


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