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Ongoing DNS service issues with TWC affecting app playback (update 12/24/2014)
Der Zoodirektor
25861 cr points
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Posted 12/19/14 , edited 12/19/14
As some of you might have noticed, customers of Time Warner Cable and other providers using the former Road Runner infrastructure, such as Bright House Networks, are suffering from a playback issue on all of our apps. For currently unknown reasons, TWC's DNS service is retaining bogus information about the IP addresses of the servers at our content delivery provider, which are serving the streams for all of our apps, including those for Android devices, Apple devices, Sony and Microsoft consoles, and the various Smart TVs or set-top boxes we support. This means that their customers cannot access our services through those devices.

This issue does not affect playback on our website player. If you have playback issues on our website or if you are not a customer of TWC or its affiliates, please /contact our customer support for troubleshooting.

While we're already working to get the issue on their end resolved through the official channels, we can, in the meantime, sadly only offer affected customers a temporary fix they can perform themselves.

If you are affected by the outage, please try to temporarily switch to a public DNS service provider in your router or device network connection settings until the issue is resolved on TWC's end.

Reliable public DNS providers are Google (IPs 8.8.8.8 or 8.8.4.4), OpenDNS (IPs 208.67.222.222 or 208.67.220.220) and Cisco (IPs 64.102.255.44 or 128.107.241.185), among others.

We'll let you know in this thread once the issue has been successfully resolved.
Der Zoodirektor
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Posted 12/24/14
The issue should be fixed now.
If any user who was affected, could kindly try if the issue is resolved, we'd be much obliged.

Thanks in advance.
xzarcr 
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Posted 12/31/14
Hello, I would like to confirm the issue seem to be going on.

I haven't been able to use my android apps since yesterday ( Galaxy S3, Galaxy Tab 3). Noticed that my Chomecast is able to play some videos. In my case when I try to play the video I get the message: "There was a problem playing the video. Please try again, or contact support if the problem persists."

When using my computer it works fine ( Chrome)

Thanks.
Der Zoodirektor
25861 cr points
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35 / M / Germany
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Posted 12/31/14

xzarcr wrote:

Hello, I would like to confirm the issue seem to be going on.

I haven't been able to use my android apps since yesterday ( Galaxy S3, Galaxy Tab 3). Noticed that my Chomecast is able to play some videos. In my case when I try to play the video I get the message: "There was a problem playing the video. Please try again, or contact support if the problem persists."

When using my computer it works fine ( Chrome)

Thanks.


The current issues are the aftermath of the DDoS attack our site suffered the other day. Our engineers are still busy getting everything back on track.
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