SnapStream Status Page

UPDATE 6/4/2009 : We just received news from our colocation provider that this is now fixed.  They were able to work with the various providers involved with this network congestion and resolve the issue.

Recently we discovered some of our Comcast users, mostly in the Houston area, have been having issues with our website and guide updates. Our Colocation provider has given us limited information that details a specific network in Dallas is extremely congested and the two parties involved in maintaining it are working to resolve this.

In the meantime we unfortunately can not do anything to help remedy slow connectivity between your location and our hosting facility. Please note this only applies if you are experiencing the same issue that our Comcast users have reported.

We will get back to you with more updates as details are revealed and a timeline for resolution is outlined.

Thanks,

Chris Wilkerson

Network Administrator

SnapStream Media

COMPLETE 11:47am CST: We’re done and even faster than expected.  All services should be working properly and if you find something isn’t please submit a ticket to our tech support team.  Thank you again for your patience.

UPDATE 11:21am CST: We’re nearing our phase to open SSNET, guide updates and our store back up to the public. We expect services to be restored by no later than 2-3pm CST.

UPDATE 8:22am CST Upgrade appears to have gone smoothly but we are testing some of our products against the new database backend. The great news out of this is we might be done sooner than originally planned. Again we’ll keep you updated as more details unfold here.

FIRST POST 4:00am CST We are performing a major upgrade to our database backend today starting at 4am CST and ending by at least 7pm CST or sooner.  At this time we have little details for you but keep checking back here for more information.

Chris Wilkerson

Network Administrator

UPDATE: Things are back up and running as normal.  We’ll keep an eye on this server and plan on minimizing down time in the future as much as possible.OLD NEWS: A server of ours that we’d been keeping an eye on as a potential failure appears to have done what we anticipated.  We hold hardware that matches all of our critical components to minimise downtime as much as possible.  We’re working to get that hardware in place.In the meantime said services are down:

• SnapStream.net
• Guide Updates
• Tech Support Uploads (this is the thing in your Help -> About -> Upload in BeyondTV)

So while you’re waiting on us to return, have a crack at either our forums or blogs.

Update: We’ve resolved the issue with ssnet which we’re currently tracking down what caused the problem. Please contact technical support if you have any issues with your account.   I’ll post any further updates of what happened to cause this problem at a later time, for those of you interested.

Old News:We’re looking into a couple of issues with our database server again, will report back to you when we get more information.  

Chris Wilkerson

Network Administrator 

UPDATE 7:15PM CST: We are going to be bringing the database server up shortly and things should resume back to normal.  Earlier this year we bought a new set of hardware to test out and eventually replace our database server with.  We had been testing it recently and the recent events forced us it into production immediately.  We’ll be keeping a close eye on our services.

OLD NEWS:

We’re experiencing a similar problem as to the one that occurred before.  We’re currently working to get our backup hardware put in place.  This affects the following sites:

• snapstream.net
• guide updates
• some parts of snapstream.com
• orders

We expect things to be back up and running shortly at best.  However there is a possibility with the type of error we’re seeing on the database server that this could be several hours.

Chris Wilkerson

Network Administrator

UPDATE: 3pm CST, Oct 16th, 2008

Our Database Server is back up and online.  All services are fully functional and we’ll be watching them closely for the next 48 hours to ensure things do not repeat themselves.

Old News:

There’s a problem with our database server that is being diagnosed at the moment.  This affects the following sites:

• snapstream.net
• guide updates
• some parts of snapstream.com
• orders

We expect things to be back up and running shortly at best.  However there is a possibility with the type of error we’re seeing on the database server that this could be several hours.

We survived Hurricane Ike, you can read about it here.

Now all services are 100% functional, with the exception of Tech Support, due to the storm we’re a little delayed, but we’re working to answer all of your questions and help you with your issues.

Other than that everything appears to be functional.

Thanks

Chris Wilkerson

IT Manager

Update 5:11pm September 15th: Snapstream.net and Guide data is up and running.  As of now we’re mostly sure that services will work as normal and expect them to be up and running.  There is always the possibility our DataCenter in Houston could have issues but they are becoming less likely as more areas are being re-lit up with electricity and the like.   As usual keep visiting here for more information.

Update 1:45am September 15th: Snapstream.com is now up and running and one of our providers in Houston appears to have their facility operational.  We’re not sure yet how functional the location is but we’ll be on the phone with them in the morning to clear up whether we can bring all of our servers back online or not.   

We work hard to make sure our services are up all the time, but we’re unfortunately having to announce that our web services and some of our web sites are down at the moment due to the aftermath of Hurricane Ike. Currently these items are down:

• Tech Support (slow response)
• knowledge base (online)
• Guide Data Updates (online)
• SnapStream.net (online)
• SnapStream.com (online) 
• forums.snapstream.com (online)
• blogs.snapstream.com (online)
• enterpriseblog.snapstream.com (online)
• code.snapstream.com (online)

We are working with our various hosting providers to restore these sites and services. In the mean time, if you’re interested, you can read some of these items:

• http://forums.snapstream.com
• http://blogs.snapstream.com
• http://enterpriseblog.snapstream.com

Please come back here for updates about our services and where we’re at.

Chris Wilkerson

IT Manager

SnapStream Media

The forums will be down from 6pm CST to 10pm CST December 17th, 2007. We are currently moving it to a new server. During this time you can redirect your attention to http://blogs.snapstream.com.

Thanks,

Currently moving this site to a new server starting @ 2pm CST.  This site should be back up and running in 4-6 hours depending on your ISP’s DNS servers.

Thanks