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  1. #1
    Junior Member
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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
    BeyondPod Team
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    Julie is correct. Neither the ticket system nor Google itself received any responses from you after the August 14th reply from us. Since we received nothing more from you, there was nothing for us to respond to.

    Quote Originally Posted by ljw View Post

    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

  9. #9
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    I responded to every email I got. I reviewed my outlook sent folder to get the dates that I listed in my previous post. They all went back to support@beyondpod.com. In case it matters my ticket number seemed to change during this. I believe I only took out 2 tickets,

    Opened Aug. 9th, last received response Aug. 9th
    Ticket ID: FEF-606-37850
    Subject: cannot download podcasts anymore
    Department: BeyondPod For Android
    Type: Issue
    Status: Open
    Priority: Normal

    Opened Aug. 10, never received response
    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

    BUT I did get a response email under this ticket ([#GQE-248-59513]: I have a problem with BeyondPod) which I didn't recognize but it included an email I sent under the FEF-606-37850 ticket. For that email I received 1 additional response on Aug. 14th:

    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).


    Which (according to my outlook sent folder) I responded to Aug. 14, Aug. 16 and Aug. 20 w/o any responses.

    I've checked junk mail and deleted mail. I've no idea what could have happened to your responses. Anyway, at this point I don't care about that anymore since I'm now getting awesome response from beyondpod support.


    Could you give Stephan this piece of info. I'm including info from the TYT site. Essentially, when they were manually creating the RSS feeds beyondpod was correctly downloading the podcast. When they went back to the automated feeds that was when I was seeing the issue. (I did include this piece of info in one of the lost responses)

    Based on a members suggestion, for the past few days we manually created the RSS feeds so that iTunes would work properly while we investigated what was going on with the automated one. The FeedBurner original feed was updated – which is what was causing you to unsubscribe and re-subscribe. The original problem has now been resolved! So the good news is, the podcasts will be updated quickly and with few exceptions should be done in time for us to all get our TYT fix early in the morning.
    While we solved the issue much earlier today, we have taken the time to test with as many computers, browsers and operating systems as we possibly could as to not release prematurely. With all the issues we have faced lately, the last thing we wanted was yet another false start. Hopefully this will resolve all podcasting issues – and as always – we’ll be carefully watching the results and feedback.
    So here is what to expect:
    The link to the member feed has not changed. It is still:
    http://feeds.feedburner.com/TYTmembers
    iTunes users: The behind-the-scenes link has now been pointed back to the original RSS feed. For those iTunes users – that means you’ll once again (and hopefully for the last time) need to unsubscribe and re-subscribe using the FeedBurner link above.
    The new system does use authentication. What that means is that no matter what system you use, before it downloads the podcasts it will ask you for a username and password. Please use the same username and password that you use to access this tytnetwork.com website.
    While we’re not out of the woods – I think we can finally see daylight. For the past many days we have entrenched ourselves to resolve several issues, including (but not limited to) the dreadfully slow speed issues, database timeout issues, constant iTunes feed failures, SSL redirect loops, etc.
    All that has kept us very busy (and contrary to a few comments of understandably frustrated members – we have certainly not just gone home – even over the weekends). We’re still a small group – not a large corporation – and have limited resources. You deserve to be updated – and we’ll continue to keep you updated front and center on the website itself. We take the time whenever possible to catch up on comments, and provide direct email response (feedback@tytnetwork.com) for those that need immediate attention. Membership issues can also email us at producer@theyoungturks.com.
    Thank you again for all your continued support.
    ~Kimani, your TYT Community Ambassador

    [Update Saturday, Auguest 8, 2012]
    As a few members have pointed out, Android-based podcasting is not authenticating correctly (DoggCatcher, BeyondPod, etc). We’ll keep you posted on the status of this issue so that Android users can download the podcasts.

    [Update Thursday, August 16, 2012]
    Still no Android success as of yet. BeyondPod responded with some discouraging news, but we haven’t given up. This is one a of a few important issues we’re working on and will continue to keep you updated when there is some sort of breakthrough.
    Kimani is working diligently to reply to all of your emails. This will take some time due to the sheer multitude, but we are working on it. If he doesn’t respond right away, please don’t send him the same email again. If you are having trouble accessing member content, please include your electronic receipt and your member log in information in an email to feedback@tytnetwork.com

  10. #10
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    Oh, BTW, I've got jury duty tomorrow so I probably won't be responding until my evening.

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