Philo Outage History

Type: Incident Duration: 1 hour and 21 minutes Affected Components: Apps, Video Mar 3, 22:42:54 GMT+0 - Investigating - We are currently investigating an issue that appears to be causing some users to encounter a black screen or loading dots when trying to view a show page. Mar 3, 23:24:57 GMT+0 - Identified - Our engineers believe they have identified the issue and are working on a possible solution. Mar 4, 00:03:36 GMT+0 - Resolved - The issue is now resolved. Thank you for your patience!

Type: Incident Duration: 20 minutes Affected Components: Apps, Video Oct 24, 17:22:51 GMT+0 - Investigating - When opening the app, you may encounter a “shruggie” error message similar to what appears on the web. Oct 24, 17:23:36 GMT+0 - Identified - We are continuing to work on a fix for this incident. Oct 24, 17:28:43 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Oct 24, 17:43:09 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 2 hours and 28 minutes Affected Components: Apps, Sign In, Sign Up, Video Oct 22, 19:33:07 GMT+0 - Investigating - We’re currently experiencing a service outage affecting Fire TV. Our engineering team is actively working to resolve the issue and restore service as quickly as possible. Oct 22, 20:29:33 GMT+0 - Identified - Oct 22, 22:01:31 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Affected Components: help.philo.com, Apps, Video, Support (chat and phone), Sign Up, Sign In May 20, 23:11:12 GMT+0 - Resolved - This incident has been resolved. May 20, 21:41:14 GMT+0 - Resolved - Our engineers are investigating an issue causing problems for some customers with the video player.

Type: Incident Duration: 3 hours and 56 minutes Affected Components: Sign Up, Sign In Apr 23, 21:51:54 GMT+0 - Identified - An external service used to deliver **email** codes for our **sign-up** and **sign-in** flows are currently impacted. This service is actively investigating the issue. Temporary workaround for existing customers is to use an already linked mobile number to your account as your sign-in method. Apr 23, 22:14:51 GMT+0 - Monitoring - Our email delivery service looks to be improving and getting sign-up and sign-in issues resolved! There may be some codes that are have timed out, so signing back in to get a new code might be required. We'll continue to monitor the status until we have confirmed the issue to be fully resolved. Apr 24, 01:47:38 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 24 minutes Affected Components: Apps Jan 29, 15:07:46 GMT+0 - Investigating - We are currently investigating this incident. Jan 29, 15:26:08 GMT+0 - Monitoring - We have implemented a fix and are currently monitoring the result. Jan 29, 15:31:54 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 25 minutes Affected Components: Video Jan 15, 21:30:14 GMT+0 - Resolved - This incident has been resolved. Jan 15, 21:05:22 GMT+0 - Identified - We've received reports that videos are not playable and/or there is a black screen. We've identified the issue and are working on a fix. Jan 15, 21:27:18 GMT+0 - Monitoring - A fix has been deployed and we are monitoring.

Type: Incident Duration: 21 minutes Affected Components: Video Nov 14, 00:17:44 GMT+0 - Investigating - We are actively investigating errors with video playback for live content. Our engineering team is working as quickly as possible to restore things, and we will post updates as they become available. Nov 14, 00:32:11 GMT+0 - Monitoring - We believe we have identified and resolved the main issue, and are continuing to monitor for any remaining user impact. Nov 14, 00:38:40 GMT+0 - Resolved - The issue is now resolved. We appreciate everyone's patience and understanding!

Type: Incident Duration: 1 hour and 50 minutes Affected Components: Video Oct 27, 12:43:10 GMT+0 - Identified - There is an active issue upstream of Philo with all channels coming from AMC Networks, and as a result they are currently down on Philo. Our signal acquisition provider is actively working on the issue. The list of impacted channels is as follows: * AMC * BBC America * IFC * Sundance TV * We TV We apologize for the inconvenience, and will update this post once we have been notified that signal is restored. Oct 27, 14:07:13 GMT+0 - Identified - Our signal provider has confirmed they are actively engaged with AMC to fix the issue. No ETAs on a fix have been provided as of yet. Oct 27, 14:33:32 GMT+0 - Resolved - The AMC channels have been restored. Thank you for your patience during this issue!

Type: Incident Duration: 1 hour and 32 minutes Affected Components: Video Oct 2, 03:32:16 GMT+0 - Identified - We are experiencing an outage for A&E, FYI, LMN, Lifetime, and Vice due to an upstream issue with the signal. The primary feed was affected by the hurricane, and the secondary is currently experiencing an outage. Our providers are actively working on restoring the feeds. Oct 2, 03:57:46 GMT+0 - Monitoring - We have confirmed that Vice and FYI are now fully operational. Oct 2, 05:03:46 GMT+0 - Resolved - All channels affected are back up and running! Thank you for your patience and understanding.

Type: Incident Duration: 29 minutes Affected Components: Video Sep 17, 19:26:00 GMT+0 - Resolved - We have resolved the issue and will continue to monitor the situation. Thanks everyone for your patience while we fixed things! Sep 17, 18:57:05 GMT+0 - Identified - We are actively investigating an issue where users are unable to play video and will post updates here as they become available. We are very sorry for the inconvenience, and are working to fix things as quickly as possible.

Type: Incident Duration: 4 hours and 14 minutes Affected Components: Video Jul 2, 02:39:45 GMT+0 - Resolved - This incident has been resolved. Jul 1, 22:25:51 GMT+0 - Identified - Our engineers identified an issue with playback on Android and FireTV devices running older app versions resulting in an error code PF-1.5. To resolve this issue, please update to the most recent app version by checking for updates or by uninstalling and reinstalling the app. Jul 2, 01:11:50 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result.

Type: Incident Duration: 27 minutes Affected Components: Video Jun 10, 23:22:16 GMT+0 - Resolved - This incident has been resolved. Jun 10, 22:55:14 GMT+0 - Investigating - Our engineers are actively investigating an issue with playback where users are receiving an error of PF-1.1 on Web and WebTV platforms including Samsung TV and Vizio TV. Jun 10, 23:01:48 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result.

Type: Incident Duration: 2 hours and 28 minutes Affected Components: Apps Jun 4, 21:57:56 GMT+0 - Identified - We are aware that some show pages are not loading. Our engineering team is currently investigating and we will post updates as we get them. We apologize and have all hands on deck working to resolve. Thank you! Jun 4, 23:23:32 GMT+0 - Monitoring - Our engineering team has implemented a fix and are currently monitoring the results. Jun 5, 00:25:42 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 57 minutes Affected Components: help.philo.com Jun 3, 11:34:34 GMT+0 - Monitoring - We’re taking a brief time out to conduct planned maintenance which may temporarily affect your ability to reach our customer support team. We apologize for any inconvenience and will do our best to be back up shortly, ready to help you out! Jun 3, 12:32:03 GMT+0 - Resolved - We've completed our updates! Thanks for hanging in there with us.