Libsyn Support

iTunes Episode Update Delays

Krystal O'Connor — Thu, 09 May 2013 16:49:09 +0000

There appears to be a delay in new episode content being entered into the iTunes store. We have been in contact with iTunes and expect episode updates will be operating smoothly again soon. This will only affect new content being … Continue reading →

Stats Processing Halted

todd — Tue, 09 Apr 2013 13:05:59 +0000

Stats processing was halted sometime yesterday evening due to an error, we’ve restarted processing and will keep an eye on the system to see if the error occurs again. At this point the error appears to stem from invalid data in a single log file that wasn’t properly stripped out. No data has been lost and we expect processing to catch up over the next several hours.

UPDATE 2:30 PM EST – Stats processing is fully caught up now.

Stats Processing Delay

todd — Thu, 31 Jan 2013 15:31:49 +0000

Stats processing is currently behind by approximately 12 hours this is due to an error that caused processing to be halted. We’ve restarted the stats processing and expect it to be fully caught up in the next few hours.

New Support Blog Design

todd — Thu, 24 Jan 2013 15:30:39 +0000

Welcome to the newly re-designed Libsyn Support Blog. This design closely matches the design theme of the upcoming Libsyn.com revamp. While we really dig the new look we’re especially happy with how it performs and how well it scales down to mobile browsers.

There is one more exciting change coming soon to this support site, we’ll be moving the Libsyn Knowledge Base here. The current Libsyn KB is part of our helpdesk system and while it’s functional on desktop browsers it’s almost impossible to use on mobile browsers. Moving the Libsyn KB here to this platform will allow for all the articles and videos to work seamlessly in both desktop and mobile browsers.

2012 Winter Holidays!

todd — Fri, 21 Dec 2012 18:22:43 +0000

Happy Holidays Everyone!

Due to the Holidays both this weekend and next, our support staffing will be scaled back so that everyone may spend time with family and friends. So please be understanding if ticket response times are higher than normal. Members of our admin team will be on-call to handle any urgent system-wide issues.

On behalf of the team here at Libsyn we wish everyone a Happy Holidays and a Happy New Year!

iTunes Podcast Submission Holiday Shutdown

todd — Wed, 19 Dec 2012 19:13:05 +0000

We received the following notification from Apple’s Podcast Team today:

iTunes podcast submission system will be offline from approximately December 21, 2012 through December 27, 2012 (Pacific). During this time, you will be unable to submit new podcasts to the iTunes Store. New episodes may appear in existing podcasts in iTunes Store slower than usual due to increased seasonal system load. Full functionality to the iTunes podcast submission system will be restored on or about December 28, 2012.

So if you’ve recently signed up or have started a new show and have yet to submit it for inclusion in the iTunes Store you’ll need to do so within the next day or two or wait until December 28th. Also during this December 21st – December 28th time window please be aware that it might take longer than normal for new episodes to appear in the iTunes Store. We’ll update this post if anything changes.

2012 Thanksgiving Holiday Weekend

todd — Wed, 21 Nov 2012 18:10:36 +0000

Happy Thanksgiving Everyone!

Due to the holiday weekend our support staff will be running with a skeleton crew, so please be understanding if ticket response times are higher than normal. Members of our admin team will be on-call to handle any urgent system-wide issues.

On behalf of the team here at Libsyn we hope everyone enjoys their Thanksgiving and the subsequent shopping craze that follows!

iTunes Store Issues

todd — Tue, 13 Nov 2012 16:51:08 +0000

Over the past few days we’ve received a number of support tickets relating to possible issues with the iTunes Store. At this time we’ve been able to confirm two issues with Apple:

~~1) Submissions to iTunes are failing usually resulting in an error message.~~
~~2) Show listings in the iTunes Store are not updating and don’t show new episodes that have been released~~

Apple is aware of both issues and they have engineers working on both problems. We’ll update this post as we get new information in and when we get confirmation that the issues are fixed.

UPDATE – Nov. 13 – 2PM EST – We can confirm that the issue with show listings in the iTunes Store not updating has been resolved.

UPDATE – Nov. 14 – 5:30PM EST – Apple has confirmed that the issue they were having with new submissions to the iTunes Store failing have been resolved. If you are still having issues submitting your show please e-mail us: support@libsynsupport.com

Stats Processing Paused – October 25th

todd — Thu, 25 Oct 2012 14:31:31 +0000

10:30 AM EST – Stats processing is currently paused, we’ll update this post once it’s running again.

11:15 AM EST – Stats processing has resumed and should be fully caught up in a few hours.

Database Server Maintenance

todd — Wed, 17 Oct 2012 19:33:59 +0000

We’ll be doing some work on our database servers tomorrow (October 18th) morning, we’ve set aside a 1 hour maintenance window from 10AM – 11AM EST to complete the work. During this time the publishing system will be in maintenance mode and ftp uploads will be disabled. All other systems including media downloads, rss feeds and web pages will continue to function as normal. We’ll update this post when the work begins and then again once the work has been completed.

UPDATE October 18th – 10 AM EST – We’ve begun the maintenance window and will update this post when we’ve finished the work.

UPDATE October 18th – 10:50 AM EST – Work is almost done – we’ll need to put the system into maintenance mode now for this last part. This will take publishing and ftp uploads off-line the rest of the system will continue to run normally.

UPDATE October 18th – 11:20 AM EST – The work is completed – we were able to keep the system out of maintenance mode for much of the work. Thanks for your patience.