Archive for category: Support

You are here: Home » Support
March 23, 2016
23 Mar 2016

Possible Delays in Stats Updates

Our team is aware of a potential issue causing stats delivery to be delayed. We are investigating and will keep this post updated.

UPDATE 12 PM EST – Stats processing is currently stopped, we are working to resolve the issue and will post further updates as progress is made.

UPDATE 3:30 PM EST – We are getting closer to having stats processing back up and running.  We will post another update soon.

UPDATE 5:30 PM EST – Stats processing has been started again and will process the logs in the order of oldest to newest.  We’ll post another update once the stats have fully caught up.

UPDATE March 24 12AM EST – Stats processing is taking longer to catch up then we anticipated it is however still progressing.  We expect to be finished processing logs from the 23rd in the next 3-4 hours.

UPDATE March 24 10AM EST – Stats processing fully caught up earlier this morning and is continuing to run normally.

in Support /by /#permalink
March 3, 2016
03 Mar 2016

iTunes Update Delays

iTunes has confirmed delays with regards to having content appear in the iTunes store. It is important to note that while episodes may not appear in the iTunes store, content is still available to subscribers.

The iTunes team is working on a solution and once a solution is pushed out, the store should update normally.

If you have any questions regarding the iTunes store, please reach out to the iTunes support team. You can also contact our support team at support@libsyn.com.

UPDATE 3/4/2016: We have heard from the iTunes team that they believe this issue is rectified. If you believe you are still being delayed longer than the standard 24 hours, please reach out to theiTunes support team or to support@libsyn.com.

in Support /by /#permalink
February 16, 2016
16 Feb 2016

iTunes is Changing Their Submission Process

iTunes is making changes to their submission process, using a dashboard via a web browser instead of doing so through the iTunes desktop application. To see all the current details, visit the blog post found here.

in Support /by /#permalink
January 21, 2016
21 Jan 2016

Stats Processing Paused

12 PM EST – Stats processing is currently paused while we perform some maintenance on the processing systems.  We’ll update this post once processing has been restarted.

3:45 PM EST – Stats processing is still paused, we’ll update this post again in a few hours with another update.

8 PM EST – We’re still working on getting processing back up and running.  We’ll continue to post updates, we appreciate your patience.

January 22, 10 AM EST – Stats processing has started again, we apologize for the extended delay.  We will update this post throughout the day until stats processing has fully caught up.

2 PM EST – Stats processing has finished processing all logs from the 21st and is now working through today’s backlog.

8 PM EST – Stats processing is still catching up and is currently about 75% through the backlog from today.

January 23, 8 AM EST – Stats processing has been fully caught up for several hours and continues to function normally.

in Support /by /#permalink
January 5, 2016
05 Jan 2016

FTP Issues

3:15 AM EST – Our FTP system is currently offline and is undergoing emergency maintenance, we will update this post with progress as we work on the issue.

UPDATE – 9AM EST – We are still working on this, our apologies for the extended downtime of our FTP server.  If you need to publish immediately please do so through the web interface.

UPDATE – 10:30AM EST – FTP is back up and running normally now.

in Support /by /#permalink
January 2, 2016
02 Jan 2016

Network Maintenance – January 3rd 3AM – 5AM EST

Our primary data center provider has let us know that they will be performing network maintenance this Sunday, January 3rd from 3AM to 5AM.  This will be to complete the part of the work they didn’t finish during the last window on Dec. 27th.  We are expecting a few minutes of downtime due to this maintenance.

in Announcements, Support /by /#permalink
December 23, 2015
23 Dec 2015

Network Maintenance – December 27th 3AM – 6AM EST

We’ve received notice from our primary data center provider that they will be performing maintenance on their network on December 27th between 3AM and 6AM EST.  During that time window you may see brief periods of downtime.  We will update this post if anything changes with the schedule.

UPDATE 12/27 7AM:  They were only able to complete about half of the work in the 3 hr time window.  We experienced no downtime with this part of the work.  They will need to schedule another window to complete the work.  We’ll put up a new post when we have further information.

in Announcements, Support /by /#permalink
November 18, 2015
18 Nov 2015

Issues Updating Feeds in iTunes

We have received reports from some producers that episodes published to their RSS feeds were available to subscribers, but not available on the iTunes store (even if subsequent posts were fully available). This appears to affect a small number of producers who published content on or around November 10th.

iTunes has confirmed this as a known issue with feeds from multiple providers, their engineers are working on a resolution. There currently is no ETA on resolution from their team.

If your show is otherwise working fine but you have found that an episode published around that time frame is missing from the iTunes store, please contact our support team at support@libsyn.com.

in Support /by /#permalink
October 21, 2015
21 Oct 2015

Delays in iTunes

It has come to our attention that many producers are experiencing delays in their shows updating with new episodes in the iTunes store. We have been in touch with iTunes and they are aware of the issue and are working on a correction.

To clarify, this only affects the listing in the store. It does not affect subscribers. Subscribers always have access to content released to your feed immediately on release.

This is not affecting all producers. If your show is taking longer than normal to update, there are a few items to check first:

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

 

UPDATE 11:40 AM 10/23/2015: It appears that the issues with updating content in the iTunes store has been resolved. If you are still having issues, double check on the bullet points above, and contact support@libsyn.com with any questions. 

in Support /by /#permalink
September 5, 2015
05 Sep 2015

Stats Processing Delay

One of our stats processing jobs failed yesterday evening and didn’t restart correctly.  We have fixed that problem and verified that logs are processing normally again.  We will update this post when stats processing is fully caught up.

UPDATE – Sept. 5 – 11:30AM EST – Our stats system has now finished processing all logs from September 4th and has started on the logs from today.  We’ll post another update when stats are fully caught up.

UPDATE – Sept. 5 – 3:45PM EST – The stats processing system is now fully caught up and is continuing to function normally.

in Support /by /#permalink
© Copyright - Libsyn Support