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Thread: Young Turks Issue

  1. #1
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    Young Turks Issue

    I've been having problems downloading podcasts from feeds.feedburner.com/TYTmembers. Actually, it looks like all beyondpod users are having the same issue (who try to download from that feed). The podcast download was failing with readerAuthenticationFailure every time.

    I finally got a response back from support. I've included the email

    ################################################## #####################
    Sorry for the delay this took some investigation.

    Basically there are two problems.

    The first problem is that we are reporting the error incorrectly. Its an error in our logic that we believe has to do with the fact that the feed is on feedburner/google servers. The perception was exacerbated by the fact that you had just changed Google accounts so the error seemed related. Very sorry that this led everyone down the wrong path, this will be fixed in the next version.

    The 2nd problem is there is an authorization issue (the actual error is a 401).

    Usually authorization works one of two ways - 1) through the user/pass fields in the feed properties (edit feed) which is the most basic type or 2) you have to enter your credentials via the mobile browser first. This 2nd authorization is often tied to the IP address which can mean you have to enter it again if your IP changes (so these are best downloaded on home wifi where the ip remains relatively static).
    ################################################## ####################################

    So now I know it's an authentication issue which is good to know. The 2nd problem gave me some things to try. I know my user/pass fields are correct and I can download from the browser but nor from beyondpod (even when the browser is still running and authenticated).

    I responded back. several times now. It's been 6 days now and still no response from beyondpod. I have yet to receive any indication that beyondpod has even read the email.

    I was able to download the podcast using the same RSS feed from iTunes but why did I get an android phone if I still need to use itunes to download the podcast.

    So my questions are:
    1. Has anyone else had issues downloading podcasts from this RSS feed? (I guess this is for TYT subscribers only)
    2. Does beyondpod have issues with subscription based podcasts
    3. Is this lack of support common for beyondpod?

    Thanks,
    LJW

  2. #2
    BeyondPod Team
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    Apologies for the slow support response. This is not normal, but there are reasons beyond anybody's control for why you may not have experienced normal support response recently.

    I just signed up for the free subscription and entered my user name and password in the feed settings.

    The download reported the following error:

    08.17.12 Hour 1
    Reason to fail: ReaderAuthenticationException - Invalid or expired Google Reader login! (You can modify your Reader login in: Menu > More > Import and Export Feeds)

    ... which suggests that the feed has to be accessed via a Google reader account.

    I'm afraid this is completely new territory for me, but I'll be in touch with the rest of the team, who may be able to shed more light on this.

    Julie

  3. #3
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    Thank you very much for the response. I hope to hear back reasonably soon with an answer to what the underlying issue is.

    Please check out ticket GQE-248-59513 and I'm including some of the addition info from the update log file. You can see what the RSS URL is converted to. I do have a google reader account, it is valid, I can access the RSS feed through google reader but I have to manually insert the user/pass (same one I have provisioned in my beyondpod feed).

    The feed here is for
    > Http://feeds.FeedBurner.com/TYTmembers Failed - 08.08.12 Post Game
    > Url:
    > http://feedproxy.google.com/~r/TYTme...g-20120808.mp3
    > Downloaded: 0, starting at position: 0 took: 1 sec. at 0.00 KB/Sec
    > Content Size: 0. Cache Size: Not Set Content Date: Unknown. Cache
    > Date: Not Set Feed has Image: Yes, image downloaded: Yes Content
    > Compression: Not Compressed Reason to fail:
    > ReaderAuthenticationException - Invalid or expired Google Reader
    > login!

  4. #4
    BeyondPod Team
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    Hi

    We've checked the Ticket system and also the raw emails, but it seems that, for whatever reason, we didn't get a response back from you to determine how you were authenticating. Clearly we need to work with you to investigate why your responses didn't reach us.

    Anyway, that aside, we now have the answers to that from your post here, and it is clear that BeyondPod not doing something that it needs to be doing to get access to your feed. I haven't checked it myself, but there seems to be a fairly complicated chain of redirects to get to the actual content, and BP is "losing the plot" somewhere along the way.

    Stefan, who is in charge of development, is looking into this, and we hope to identify the cause and be able to produce a fix for it.

    Julie

  5. #5
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    Well, I'm glad we are talking now. You can email me or respond in the forum. I've been checking daily. Please let me know if there is any information I can provide you or Stefan.

  6. #6
    BeyondPod Team
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    As far as the technical issues are concerned, Stefan can reproduce it, so hopefully should be able to work through to find the bug and fix it.

    As far as support is concerned, we'd like to know how and when (all occasions) you responded to our last update in the ticket (and perhaps you could try using the same method again) so that we can try to trace how your responses got lost.

    Thanks

  7. #7
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    I opened my trouble ticket #FEF-606-37850 on August 9th. Here's the automated response:

    Ticket ID: FEF-606-37850
    Subject: cannot download podcasts anymore
    Department: BeyondPod For Android
    Type: Issue
    Status: Open
    Priority: Normal
    You can check the status of or reply to this ticket online at: http://www.beyondpod.com/support/ind.../FEF-606-37850
    I received my 1st response on Aug. 12 from BeyondPod Support <support@beyondpod.com>

    (Note: There's a link provided on the automated response to a trouble ticket to be used for checking status or replying to the ticket.This link fails claiming that I need to be logged in but I didn't need to log in when I created the ticket and there is no link to what I need to log into on the failure page so I am unable to check the status)

    I got an email response same day (Aug 9) asking if my acct/password were correctly entered in beyondpod.
    I responded to this on Aug. 9, then I replied again (several times) with some further info (same day) w/o getting any response.

    After not receiving any more responses from the initial ticket I took out a second ticket and got this automated response:

    Thank you for contacting us. This is an automated response confirming the receipt of your ticket. One of our agents will get back to you as soon as possible. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

    Ticket ID: JXM-251-64283
    Subject: Cant view open ticket and no longer getting response for help
    Department: BeyondPod For Android
    Type: Issue
    Status: Open
    Priority: Normal

    You can check the status of or reply to this ticket online at: http://www.beyondpod.com/support/ind.../JXM-251-64283

    (Link still fails)

    I got a response Aug. 12
    >This is a subscription feed, Google Reader has no way to retrieve it. Unsync this feed from Reader and it should be fine assuming you have your
    >credentials entered correctly (Edit feed>username/password or whatever method this feed uses for passing credentials).
    I replied same day.

    I got another response Aug 14.
    Sorry for the delay this took some investigation.

    Basically there are two problems.

    The first problem is that we are reporting the error incorrectly. Its an error in our logic that we believe has to do with the fact that the feed is on feedburner/google servers. The perception was exacerbated by the fact that you had just changed Google accounts so the error seemed related. Very sorry that this led everyone down the wrong path, this will be fixed in the next version.

    The 2nd problem is there is an authorization issue (the actual error is a 401).

    Usually authorization works one of two ways - 1) through the user/pass fields in the feed properties (edit feed) which is the most basic type or 2) you have to enter your credentials via the mobile browser first. This 2nd authorization is often tied to the IP address which can mean you have to enter it again if your IP changes (so these are best downloaded on home wifi where the ip remains relatively static).

    I responded back to that Aug 14th, Aug. 18th and finally at Aug 20th w/o receiving a response.

    I then turned to posting on the forum

  8. #8
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    I had a super long reply with all the emails we traded in the last 12 days. Please tell me you got it cause I can't see it

  9. #9
    BeyondPod Team
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    It's there, but was awaiting moderation due to the links in it. You should be able to see it now. And we'll investigate.

  10. #10
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    Cheers Juwlz

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