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A BUNCH OF IMPORTANT HD UPGRADES STUCK WAITING ON PROGRAM GUIDE.

Hi everybody,

It looks like there was a problem with the movie guide data that was preventing the automatic guide update process from completing normally. We've fixed that issue and an updated guide is nearly finished building. Once it's ready, systems will download it automatically, and then any downloads that were waiting on guide updates will proceed. You don't need to take any action for this to happen.

As Mark H noted, any movies that don't depend on the updated guide will still download normally, so if there's something you're urgently waiting for, try moving that to the top of the queue and if it's not dependent on the guide, it will begin downloading.

We expect these stuck downloads to resume shortly, and we apologize for the inconvenience!
 
We have a database of all of the information about every movie on the Kaleidescape movie store, plus of course all of the physical DVD and Blu-ray movies that our systems recognize. When we add new movies to the store (or update existing titles), that database has to be updated.

As that database is gigantic, it gets distilled down into a special format that is sent to our movie servers. This allows them to display all of the information you see in the onscreen display, and it also includes crucial information like the available audio tracks, the movie start and end bookmarks, etc, etc, etc.

If you were to buy a movie from our store that was not in your system's internal database, your system wouldn't know how to display it, or how to play it. So when systems download a movie, they check to make sure that they have the required version of the movie guide database, and if they don't, they download that first and then download the movie.

Something evidently prevented that automated distillation process from running (or completing), and so servers that were trying to download recent(-ly updated) movies were finding that they needed an updated version of the guide database that they couldn't download, so they will just keep retrying until they can.
 
Didn't get the movie guide issue, but a Green Lantern (HD) update took almost 6 hours. Normally HD movies take around 8 minutes! SJ
 
MikeKobb said:
We have a database of all of the information about every movie on the Kaleidescape movie store, plus of course all of the physical DVD and Blu-ray movies that our systems recognize. When we add new movies to the store (or update existing titles), that database has to be updated.

As that database is gigantic, it gets distilled down into a special format that is sent to our movie servers. This allows them to display all of the information you see in the onscreen display, and it also includes crucial information like the available audio tracks, the movie start and end bookmarks, etc, etc, etc.

If you were to buy a movie from our store that was not in your system's internal database, your system wouldn't know how to display it, or how to play it. So when systems download a movie, they check to make sure that they have the required version of the movie guide database, and if they don't, they download that first and then download the movie.

Something evidently prevented that automated distillation process from running (or completing), and so servers that were trying to download recent(-ly updated) movies were finding that they needed an updated version of the guide database that they couldn't download, so they will just keep retrying until they can.
Click to expand...
Thanks Mike. That’s very helpful. I had assumed details etc might be retrieved in rt and that the config data was attached to the movie file. Always helpful to understand how things work, not essential, but helpful.
 
MikeKobb said:
Hi everybody,

It looks like there was a problem with the movie guide data that was preventing the automatic guide update process from completing normally. We've fixed that issue and an updated guide is nearly finished building. Once it's ready, systems will download it automatically, and then any downloads that were waiting on guide updates will proceed. You don't need to take any action for this to happen.

As Mark H noted, any movies that don't depend on the updated guide will still download normally, so if there's something you're urgently waiting for, try moving that to the top of the queue and if it's not dependent on the guide, it will begin downloading.

We expect these stuck downloads to resume shortly, and we apologize for the inconvenience!
Click to expand...
Mike FYI - Wrath of Titans which I removed from my update cue to download Elvis... did not return under my updates section.
I did go directly to the movie in the store and it showed update available which I did.
 
CINERAMAX IOPH said:
Who Initiates these updates? The studios? As in something they created for servicing the streaming services? Or...
Click to expand...
It depends. Sometimes we get new assets from the studio (e.g. additional audio/subtitle tracks). Sometimes we get a report of an issue with a title that we are able to address by adjusting how we transcode it, so it's the same studio assets but we essentially create a revised/better version.

todo said:
Mike FYI - Wrath of Titans which I removed from my update cue to download Elvis... did not return under my updates section.
I did go directly to the movie in the store and it showed update available which I did.
Click to expand...
Hmmm. I'll have to talk to the store team about that. So to be sure I understand, you had scheduled the update, but it was blocked due to the guide issue and you wanted to get Elvis downloaded, so you canceled the download, but at that point the movie no longer showed up for you on the Movie Updates page?

If that's the correct sequence, I'm not sure why that would have happened. Incidentally, in a situation like that, you could re-order your download queue and shift a movie like that to the bottom rather than removing it, and that would let the other movies progress.
 
MikeKobb said:
Hmmm. I'll have to talk to the store team about that. So to be sure I understand, you had scheduled the update, but it was blocked due to the guide issue and you wanted to get Elvis downloaded, so you canceled the download, but at that point the movie no longer showed up for you on the Movie Updates page?

If that's the correct sequence, I'm not sure why that would have happened. Incidentally, in a situation like that, you could re-order your download queue and shift a movie like that to the bottom rather than removing it, and that would let the other movies progress.
Click to expand...
Correctomundo... on the first Paragraph

Yes I should have moved it down agreed.... I was just in a hurry at that point as my guests were arriving soon...but the fact remains that it vanished from my updates cue and when I went to the movie it showed update available and I could update.
 
It sounds like a bug to me but I will check. It may be that once you send a movie from "Movie Updates" to the download queue, that removes it from the Movie Updates view, but I didn't work on that code so I will have to ask. Thanks for letting us know!
 
todo said:
Correctomundo... on the first Paragraph

Yes I should have moved it down agreed.... I was just in a hurry at that point as my guests were arriving soon...but the fact remains that it vanished from my updates cue and when I went to the movie it showed update available and I could update.
Click to expand...
I have the same issue. I usually take a screenshot or two if I am going to delete or change something to remind me of what was there. However, I was in a hurry and simply cancelled all the updates (there were a dozen or more). After downloading the new titles I had wanted I looked for the updates, but they are no longer listed in my updates. I was able to find a few by memory and by referring to some of the posts in this forum, but the others are in limbo.

It would be greatly appreciated if the team can find the "bug" and remedy it.

Thanks!

Wayne
 
Thanks, Wayne, for the added info. I will add your experience to the bug report.
 
MikeKobb said:
It depends. Sometimes we get new assets from the studio (e.g. additional audio/subtitle tracks). Sometimes we get a report of an issue with a title that we are able to address by adjusting how we transcode it, so it's the same studio assets but we essentially create a revised/better version.


Hmmm. I'll have to talk to the store team about that. So to be sure I understand, you had scheduled the update, but it was blocked due to the guide issue and you wanted to get Elvis downloaded, so you canceled the download, but at that point the movie no longer showed up for you on the Movie Updates page?

If that's the correct sequence, I'm not sure why that would have happened. Incidentally, in a situation like that, you could re-order your download queue and shift a movie like that to the bottom rather than removing it, and that would let the other movies progress.
Click to expand...
I have this issue too. However, if I view the Store from my OSD the updates that I cancelled still show in the ”My Updates” list. When I go directly to the Store from a web browser they do not.

I hope this helps in tracking down the “bug”.

John
 
Last edited:
Thanks, that's helpful. If you have the mobile app, do your updates show up in the Movie Updates view under the More tab?
 
MikeKobb said:
Thanks, that's helpful. If you have the mobile app, do your updates show up in the Movie Updates view under the More tab?
Click to expand...
In my system the previously deleted updates do not show up in either the mobile app or the web interface. They do show up in the OSD. Thanks to JohnJ for pointing this out as I am now able to identify those missing updates. Mike, I hope this also helps in the bug search.

Wayne
 
No, as Wayne said, they do not show up in the mobile app either.

John
 
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