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Archive for the ‘Issues’ Category

Like the last communication from Turntable.fm on this matter, I’ll quote their entire blog post and then link to the post if you wish to leave a comment for the team. While annoying, these issues are the sorts of things a systems team has to handle on a regular basis and it is nice to see the Turntable.fm team openly explaining what they are facing and what they are doing to address the problems.

“There have been increasing reports of connectivity problems on the site including DJs being disconnected, users being kicked out of rooms and chat messages being lagged or dropped. We are very aware of these issues and are doing everything that we can to try to fix them as quickly as possible to get Turntable back to normal.
We initially thought that the problem was caused by either the new server we added in anticipation of the iPhone client launch, or by the change in traffic characteristics that resulted from the iPhone clients. We use software that allows us to serve thousands of clients from one machine, but that sort of software tends to have problems when any of those clients are slow or block. We dug into it more, though, and realized that this wasn’t the problem that we’re experiencing.

We believe that the problems we have been seeing are all manifestations of the same issue but, unfortunately, we have had a harder time trying to track it down than we anticipated. Since we ruled out other suspected causes we’ve been poring through bug reports and server logs, dumping TCP traffic, debugging code on both the client-side and backend and working with authors of third-party libraries. We think that we are narrowing in on the problem, gradually shrinking the size of the haystack.

For the technically-inclined, we are seeing flakiness in our websocket connection from the browser to our servers. Sometimes this results in missing “heartbeat” messages, which makes the server think that you’re disconnected, causing it to remove you from a DJ spot or remove you from the room. Sometimes those messages are chat messages and they are lagged or just never come through, making your chat experience flaky.

In addition to this, we also had a bug in our code that was leading to communication problems between out servers, resulting in problems with things like search and upload. We initially thought that this problem was related with the bigger socket bug, but we recently discovered that it was a separate issue, found the source of the problem and rolled out a code fix that should make those services much more stable now.

We have finally managed to replicate the main problem in our development and testing environments, which is a major step toward our being able to fix it. We have all available engineers working to debug this code, trying every technique that we know of to track down a bug, from capturing and analyzing traffic, to inserting as many debugging statements as possible in the code to track down where the error occurs.

Thank you for staying with us while we bring this problem under control.

atomly, Sr. Software Engineer”

Link: Where We Are Now

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This post from the official turntable.fm blog is so honest and relevant right now that I’m going to link to it as well as quote the entire post (so anyone reading this blog sees what tt.fm has to say). It is frustratingly difficult to manage a system with an unexpectedly large user base with a tiny team, so, while they may not be meeting everyone’s expectations, I’m glad they are making time to give updates like this.

One suggestion I’d give to tt.fm would be to hire/grab an ‘intern’ to do nothing but be the media voice of the company – someone that can listen in on some of the meetings/conversations, understand the gist of a situation, then relate a message back to the core team and ask for their approval to broadcast that message out to the user base/investors/media/whichever audience is appropriate.

Now, here is the latest turntable.fm post:

Many users have been complaining about the level of bugginess on the site recently, so we thought we would take a minute to let you all know what’s going on and were we are in solving the problem.

The top problems reported include: DJs are being disconnected, trouble uploading songs, chat lag, and freezing. Alone any of these bugs would be annoying, but in combination they can be pretty rough! At first it looked like these problems were primarily due to a new server we put in to deal with the increase in traffic that we were expecting to get with the iPhone app launch and opening up the site more. We fixed those issues and moved on. Now it seems that there are several other problems contributing to the current state of things as well; the upshot is that there is an issue with web socket connections, which is disrupting the flow of information from our servers to your browser. We admit that part of this is caused by the increase in traffic that we have been getting, while we were prepared for a realistic up-tick in users on turntable, the reality has been much greater.

I can promise you that we are doing everything that we can to get things fixed; no one wants to get knocked off the stage while they are playing their favorite tunes, including us! We are making some changes that should increase the number of successful song uploads and decrease the amount of work the upload server has to do. In addition, we have reduced the number of web sockets we need to minimize the bug inducing effects of high traffic. Please continue to send in bug reports and feedback. Our user’s opinions are invaluable at all times, but they are even more useful when things are going wrong. We are particularly interested in knowing if the knowing if the chat lag occurs for all the users in the room at the same time, so if you notice that happening, or not happening, let us know! You can send all feedback to help (at) turntable.fm.

We appreciate your continuing patience so much as we work though these growing pains. While we resolve these bugs the turntable team members who are not bug hunters will continue to work on and roll out new features on the site so that every aspect of turntable can become as awesome as possible.

Thank you.

Jess

Link [via official turntable.fm blog]: An Update

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This just in from Turntable.fm: “OK! The ‘disconnected’ glitch should be toast! All you need to do to get rid of it now it to refresh!”

Hooray!

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TT.fm has tweeted in the last hour that they are aware of the “Disconnected for too long” bug that boots a DJ from the dais. They said they are working on the problem and hope to have it resolved asap.

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Rachelle (she of the excellent Turntable Community site) has this update on some of today’s problems when running tt.fm on Chrome, with TT extensions enabled.

Due to recent code updates, many extensions are no longer working. TTExtended, while functional, causes the user to be unable to use chat. TT+, same problem. Turntable Plus has fixed the issue, however, and the newest version of that can be downloaded at http://turntableplus.fm/downloads/Turntable_Plus_v0.0.29r1.crx

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Turntable.fm’s Twitter account has sent this message in the last hour:

“If you are on Chrome and you’ve been having trouble with your chat; we are working on it! In the mean time, try a different browser!”

AnythingLawle$$ has this as a fix (not sure if it’s related to Chrome chat issue – I haven’t been on tt.fm all day):

 

On 8-28-11 a change was made to turntable.fm, so your Chrome turntable.fm extended extension needs to be updated. Unfortunately, you can’t just choose to update.

To rectify the situation, follow these simple steps:

1. With the turntable window open, left-click on the Wrench Icon, located to the right of the web address text box. On the menu that opens, click “Tools”, then “Extensions.”

2. Choose the option to Uninstall turntable extended.

3. Go to the following link:

https://chrome.google.com/webstore/detail/mnciafhfaahhafklckmcabbncbgcjpeg

And choose the option to Add and install again.

4. Reload your turntable window.

5. Spin like a bad-mama-jama.

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