We fell over. :(

Forums › Sky, Neon, Lightbox › We fell over. :(

Junta

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#236110 18-May-2018 13:17

Hey everyone,

If you logged on yesterday (or indeed read The Herald or Stuff), you'd know the Lightbox service was offline from around 7:50pm onwards last night. This was due to an unforeseen technical issue.

We've fixed it, and are sorry for any disruption caused. Given this was a TOTAL replatforming effort, launch bugs are not unexpected, but this degree of outage was a bit of a shock to all involved.

Happy to answer questions as best I can.

1 | 2 | 3 | 4 | 5 | 6 | ... | 8

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#2018327 18-May-2018 13:43

We really appreciate your communication on Social Media during the issue. Great to see the service back up and running again.

Couple of questions

Are the CDN nodes domestic or are they now out of Australia
Will we start to see other audio/video format options for existing/new shows
- 1080 / 4K video
- 5.1 Audio in addition to stereo

Couple of requests

Ability to hide movies under selected profiles
Ability to rename devices
It would be great to have a larger number of registered devices on the Premium plan
- In our house alone we'd need 7-8 devices due to tablets / FireTVs / Laptops etc

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

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Peamsable

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#2018330 18-May-2018 13:48

I noticed an issue when updating my kids' profiles. You cannot save changes to a profile unless there is an email address entered. For kids profiles, this field does not exist, so you have to:

Make the profile a adult profile
Enter an email address
Make the profile a kids profile
Save the profile

You should not have to enter an email address for kids profiles!

Junta

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#2018335 18-May-2018 13:58

@openmedia

CDN nodes are primarily in NZ, but it depends on load/traffic and some other factors.

Shows already deliver in HD where available. No 4k ... yet.

And thanks for the suggestions - we have most of these in the backlog already!

@spencer

I think the UI most be getting confused by leaving an email address in the field & then switching to "Kids profile". Have you tried removing the email address from the field, THEN switching it to Kids profile? For ref, I tried in the attached image order (1 thru 4) and it worked fine...?

Paul1977

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#2018338 18-May-2018 14:04

openmedia:

It would be great to have a larger number of registered devices on the Premium plan

In our house alone we'd need 7-8 devices due to tablets / FireTVs / Laptops etc

So, are you still limited to a maximum of 5 registered devices?

If so I don't understand the point of this limitation, as you are limited to 2 simultaneous streams anyway.

gehenna

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#2018340 18-May-2018 14:04

I bet there was a very anxious project team :)

Peamsable

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#2018341 18-May-2018 14:05

GeorgefromLightbox:

I think the UI most be getting confused by leaving an email address in the field & then switching to "Kids profile". Have you tried removing the email address from the field, THEN switching it to Kids profile? For ref, I tried in the attached image order (1 thru 4) and it worked fine...?

I went in an tried again just now. This issue is no longer happening, so all good.

xpd

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#2018343 18-May-2018 14:14

OK, who had a few afternoon drinks and pulled the wrong cable ? :D

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Junta

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#2018347 18-May-2018 14:22

@Paul1977 - no, he's meaning concurrent streams. You can now pay for Premium which lets you stream 4 at once (rather than 2 on the Standard plan).

@gehenna - yes, the whole team actually! We're all disappointed that we experienced the unforeseen issue, especially after more than a year of hard work...but it should be sorted now

@spencer - great! :)

@xpd - not me, no never, i don't drink anyway, mugs game, whodathunkit, oh look a badger with a gun *runs off*

gehenna

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#2018348 18-May-2018 14:25

Project implementations always go a little wonky. Don't be too hard on the team or yourself! It's the communication through the issue that makes all the difference.

Junta

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#2018349 18-May-2018 14:29

Thanks @gehenna - always tough to launch a new thing, and always tougher when people are mean! ;(

Paul1977

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#2018364 18-May-2018 14:37

GeorgefromLightbox:

@Paul1977 - no, he's meaning concurrent streams. You can now pay for Premium which lets you stream 4 at once (rather than 2 on the Standard plan).

Thanks @GeorgefromLightbox I understand about the 2 vs 4 concurrent streams, but are plans still limited to a maximum of 5 registered devices?

E.g. 4 concurrent streams would certainly be enough for most families; but that family might have 3 TVs, 4 phones, and 2 tablets - so might need 9 devices registered.