On behalf of the team here at Libsyn we wish everyone a Happy Holidays and a Happy New Year!
Our support team will have the day off on 12/25 and also New Years Day 1/1. Between the 25th and 1st we’ll be working with a reduced support staff. Please be understanding if ticket response times are higher than normal during that time. Members of our admin team will be on-call to handle any urgent system-wide issues.
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.
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.
We are doing some maintenance on the Libsyn platform today at approximately 11AM EST. We expect this to be a very short window of 5 minutes but may take up to 20 minutes. During this time we will put the system into maintenance mode so you will be unable to login to your accounts. All other parts of the system will continue to function as normal, including rss feeds, blog pages, media delivery and our html5-player. We will update this post when the maintenance begins.
UPDATE 11:04 AM EST – We have started the maintenance and have disabled the ability to login. We’ll update this post when we are finished.
UPDATE 11:34 AM EST – The maintenance has been completed at this time
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.
We have been receiving reports since Friday evening of issues submitting to iTunes and also with delays in shows updating in the iTunes store. We have seen similar reports from feeds hosted with Libsyn, as well as feeds from other sources.
We have reached out to iTunes and they are currently investigating. We will post updates as they are received.
UPDATE 7/13/2015 9:40am: We have heard back from our contacts at iTunes, they are still investigating but have asked that those having trouble with submissions retry their submission. If you continue to have trouble, please contact support@libsynsupport.com.
UPDATE 7/13/2015 4:45pm: We have heard from many producers that content is again properly updating in the store and submissions are going through. Thank you for your patience in this matter.
It has come to our attention that iTunes has changed the display of show pages inside the iTunes store. They now show 20 episodes in the episode list on the show page, whereas they previously showed up to 300.
It appears content is still indexed in the search, but the content does not appear in the listing on the show page. This does not affect subscribers, any content in your RSS feed is always available to subscribers.
UPDATE: According to Apple, this is a bug affecting the iTunes desktop clients (not the Podcast apps). The issue is still being investigated. Additional updates will be provided as we are made aware of them.
For some users, uploading a media file may result in a ‘Gateway’ error:
error – Gateway Time-out
We have located the issue and are working on rectifying it as soon as possible. In the meantime, if you are having trouble with uploads, please try uploading using FTP instead. Details on uploading with FTP can be found here.
Updates will be posted as they are available. We are sorry for the inconvenience. If you have any questions, please contact support@libsynsupport.com.
UPDATE – 11:30AM EST – We are now forcing traffic between our datacenters over a different provider and this seems to have resolved the issue. We will continue to monitor the situation and will update this post if anything changes.
UPDATE – 2:15PM EST – We are seeing slow speeds again between our datacenters, we are working with our providers to resolve the issue. In the mean time for best performance please upload via FTP is possible.
UPDATE – 3:30PM EST – We have a ticket open with the provider that seems to be causing the issues. We are waiting to hear back from them. As previously mentioned if you need to publish quickly please use FTP instead of uploading through the web interface.
UPDATE – 4:30PM EST – The issue is now resolved. It ended up being an issue with a network provider that was struggling to route traffic around a fiber cut. At this time that provider has been completely removed from use in connecting between our two datacenters.
We’re currently seeing reports of a delay in new episodes appearing in the iTunes store listing for some podcasts. Existing subscribers to podcasts are not affected by this, they will get new episodes as they are released. We have reached out to iTunes and they are investigating the issue.
UPDATE April 13: At this time it appears this issue has been resolved.
We are aware of an issue with stats processing being delayed. The issue appears to have started around 8PM EST tonight, we are investigating and hope to have the stats processing running again shortly. We will update this post with more details as we have them.
UPDATE April 1, 2015 – 1AM EST – We apologize for the delay, we are continuing to work on getting the stats processing back up and running.
UPDATE April 1, 2015 – 2AM EST – Stats processing is up and running normally now. We estimate it will take 6 hours for the processing to get caught up.
