Playlist position is skipped in some instances

Update timeline

1. investigating Aug 19, 2026, 07:17 PM UTC

   We are investigating reports that playlists may not be starting from the expected position in some instances. If you have reported this issue to support, this has been logged with our engineering team who are investigating. Further updates will be provided as this notice progresses. Thank you for your patience during this time,

2. investigating Aug 20, 2026, 10:45 AM UTC

   We've fixed the core issue, and are waiting for things to recover.

3. investigating Aug 21, 2026, 08:24 PM UTC

   Development have made some adjustments to the track fetch service around while they work on a permanent resolution. This should improve the situation with track ordering in most cases. We will provide a full update once available.

4. investigating Aug 24, 2026, 04:24 PM UTC

   We’ve deployed several improvements related to playlists skipping, and reports showing skipped tracks ### The changes now live include: - Increased request timeouts, which should reduce instances where track requests are not completed in time, including some skips around the top of the hour. - Improved handling of short tracks and jingles so they are recorded more accurately in Playout History. - Requires station restart We’re continuing to monitor the results of these changes and investigate the remaining instances of playlist positions being skipped. Further work on related playback and crossfade behaviour will follow once this investigation is complete. We’ll post another update as soon as we have more information. Thank you for your patience.

5. resolved Aug 25, 2026, 05:43 PM UTC

   Further work has been completed which has improved performance and reduced the occurrences of track skip events significantly. Changes now live: - Full review of our platform infrastructure scaling with additional performance improvements and fallbacks in place As per our update yesterday, a station restart addressed an issue affecting short tracks (such as Jingles) being missed from the playout report, despite being played. If you are still experiencing this issue, we advise to restart your station at a convenient time. We will provide further updates once known.

6. resolved Aug 26, 2026, 04:30 PM UTC

   Further optimisations have been made to the platform and we have seen a dramatic decrease in instances of skipped playlist items. The team continues to work on the matter to further improve playout in edge cases. The majority of track playouts should be as expected. We will provide another update within the next 24 hours.

7. resolved Aug 27, 2026, 03:58 PM UTC

   We’ve been monitoring the platform closely over the last 24 hours and have seen a significant reduction in occurrences. In some cases, this behaviour can happen when a station has strict separation rules enabled and the system is unable to find a suitable track within a reasonable timeframe. When this happens, a playlist tag item may be skipped as expected. To help reduce the likelihood of this occurring, we recommend relaxing your separation rules so that, where multiple rules are enabled, they do not exceed 120 minutes. If you continue to experience issues, especially if you do not have separation rules enabled, please contact us at [email protected] or reply to your existing support conversation. Once again we thank you for your patience during this time.

8. resolved Sep 04, 2026, 08:34 AM UTC

   We've now resolved the incident. Thanks for your patience.