Soundtrack Your Brand Outage History

Started Oct 19, 2026, 02:36 PM UTC· resolved Oct 19, 2026, 04:08 PM UTC

1. investigating Oct 19, 2026, 02:36 PM UTC

   We are currently investigating an issue.

2. investigating Oct 19, 2026, 02:45 PM UTC

   Some users are seeing slow loading or errors while using our web app. Music playback may also be affected. Our Tech Team is investigating the issue and working to restore full functionality.

3. identified Oct 19, 2026, 03:44 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Oct 19, 2026, 03:58 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Oct 19, 2026, 04:08 PM UTC

   This incident has been resolved.

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Started Sep 16, 2026, 11:06 AM UTC· resolved Sep 16, 2026, 11:22 AM UTC

1. investigating Sep 16, 2026, 11:06 AM UTC

   We are currently investigating this issue.

2. resolved Sep 16, 2026, 11:22 AM UTC

   We are currently investigating this issue.

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Started Sep 08, 2026, 06:01 PM UTC· resolved Sep 08, 2026, 06:03 PM UTC

1. monitoring Sep 08, 2026, 06:01 PM UTC

   We had a temporary outage in the loadbalancer towards our content backend. A fix has been implemented and we're monitoring the situation. Apologies for the late update, we had an issue with our Statuspage interagration.

2. resolved Sep 08, 2026, 06:03 PM UTC

   This incident has been resolved.

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Started Mar 20, 2026, 02:27 PM UTC· resolved Mar 20, 2026, 02:51 PM UTC

1. investigating Mar 20, 2026, 02:27 PM UTC

   We regret to inform you that our platform is currently experiencing a partial outage that is affecting some services. Users may encounter difficulties accessing any part of our platform, including website, app, and customer support channels.

2. monitoring Mar 20, 2026, 02:44 PM UTC

   A fix has been released and we are monitoring the recovery

3. resolved Mar 20, 2026, 02:51 PM UTC

   Service fully restored

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Started Mar 09, 2026, 10:45 AM UTC· resolved Mar 09, 2026, 06:10 PM UTC

1. investigating Mar 09, 2026, 10:45 AM UTC

   We regret to inform you that our platform is currently experiencing a partial outage that is affecting some services. Users may encounter difficulties accessing any part of our platform, including website, app, and customer support channels.

2. investigating Mar 09, 2026, 11:34 AM UTC

   We’re continuing to work on the issue, and current indications are that resolution could take some time. If you have alternative ways to play music, we recommend using those in the meantime. Our team is fully engaged and working with highest priority to resolve this as quickly as possible. We’ll share updates as soon as we have more information.

3. investigating Mar 09, 2026, 11:57 AM UTC

   Update: Things are now moving in the right direction and the situation is improving. That said, we’re still dealing with some remaining effects from the incident and are continuing our work to fully stabilise the service. Thank you for your patience, we’ll keep you updated as we make further progress.

4. investigating Mar 09, 2026, 12:37 PM UTC

   Update: The previous solution didn’t fully resolve the issue. Our team is actively working on alternative ways to fix it as quickly as possible. We understand this may be disruptive and sincerely appreciate your patience. We’ll continue to provide updates as we make progress.

5. investigating Mar 09, 2026, 01:37 PM UTC

   Update: We are actively working on alternative ways to resolve the issue as quickly as possible. We understand this may be disruptive and sincerely appreciate your patience. We will continue to provide updates as we make progress.

6. investigating Mar 09, 2026, 02:26 PM UTC

   Update: We are continuing to actively work on resolving the issue as quickly as possible. We understand this may be disruptive and sincerely appreciate your patience. We will continue to provide updates as we make progress.

7. identified Mar 09, 2026, 04:34 PM UTC

   Update: We’ve narrowed down the issue and are starting to see improvements. We will continue to investigate and monitor the situation closely. We understand this may be disruptive and sincerely appreciate your patience. We’ll keep you updated as we make progress.

8. monitoring Mar 09, 2026, 05:02 PM UTC

   We’ve applied the currently necessary backend configuration to address the issue and are currently monitoring progress. It may take a little time for the situation to be fully resolved, but we’ll keep you informed. We understand this may be disruptive and sincerely appreciate your patience. We’ll continue to provide updates as we make progress.

9. resolved Mar 09, 2026, 06:10 PM UTC

   The incident was caused by an issue with our third-party hosting provider. While the problem was ongoing, we actively explored alternative ways to mitigate the impact. As a result of this incident, some devices may have become unpaired and will need to be re-paired. Music that was already played or cached should have worked, but there may have been difficulties updating to new schedules or playlists. With that said, everything should be back to normal now. If you notice any further issues, please contact us at [email protected]

10. postmortem Mar 13, 2026, 12:31 PM UTC

    # **Incident Report: Resilience, Recovery and Our Commitment to You** **Date:** March 12, 2026 10:45 UTC **Subject:** A transparent look at the March 9th service disruption At **Soundtrack Technologies**, we know that when our service stops, your business is affected. On Monday, March 9th, we faced a complex technical challenge that tested our systems. We want to share the story of what happened, how our teams responded, and the concrete steps we are taking to ensure we stay ahead of similar issues in the future. ### **The incident story** The incident began when one of our primary cloud infrastructure providers, experienced an internal service disruption. This coincided with an automated update to our server clusters. While our systems have built-in fallback mechanisms, this specific combination hit an edge-case that bypassed several of our standard redundancies. As the cloud provider’s systems attempted to upgrade, they entered us in a degraded state, leading to intermittent connectivity across our core services. To our users, this manifested in three frustrating ways: 1. **The "White Screen":** Many users saw a blank loading loop without an error message. 2. **Management Lockout:** The tools used to manage music and business accounts were temporarily unreachable. 3. **Playback Interruptions:** While our local caching kept music playing for many, some devices were disconnected because the authentication service could not verify sessions during the cloud update. ### **We Heard You** During the incident, we received a lot of feedback. We want to address the most important sentiments we heard: * **"Is it me or you?"** Many of you spent valuable time troubleshooting your own hardware—restarting iPads and checking Wi-Fi—only to find the issue was on our side. * **The Dreaded Loading Loop:** A blank screen without information causes significant confusion. You weren't sure if the app was broken or just slow. * **The Awkward Silence:** When the music stops and you cannot log in to fix it, it affects your guests and your atmosphere. We understand that responsibility. ### **Our 24/7 Response and Resolution** Our Site Reliability Engineering \(SRE\) team operates on a 24/7 model, ensuring expert eyes are on our systems every second of the day. Within minutes of the first anomaly, our on-call engineers established a centralized "War Room." Because the root cause sat within a third-party provider's infrastructure, our team took manual control to shield our customers. Our engineers manually took control over the "Control Plane"—the brain of our server clusters—and strategically restarted services in a specific sequence to restore traffic. Even as our systems were hit with **14x the normal traffic** from devices trying to reconnect, our team stabilized the platform and fully restored services by **18:10 UTC**, when the third-party cloud provider’s incident was resolved. It’s unusual for incidents to last for several hours as we’re typically able to resolve issues very quickly, making this incident one of the longest-running in Soundtrack history. ### **Turning Lessons into Action** A mature SRE culture is defined by how it learns. We are not just "fixing" this incident; we are evolving because of it. We have initiated a comprehensive roadmap of **over 15 high-priority action points** to prevent a recurrence: * **Enhanced Communication:** While we currently display a Statuspage pop-up in the web app, we are developing a dedicated **“Major Incident Error Page”** for our apps. If an outage occurs, you’ll immediately know it’s on our side—so you won’t have to spend time troubleshooting your own Wi-Fi. * **White screen issue:** We are also improving the messaging shown during the white screen loading state that many of you have experienced. * **Technical Resilience:** We are updating the "Circuit Breakers" to handle massive traffic surges and investigating multi-region, High-Availability \(HA\) setups for our most critical services to reduce dependence on any single cloud provider zone. * **Resilient Pairing:** We are updating our internal logic to ensure that even if a service returns a temporary error, your devices won't "unpair" or log you out unnecessarily. * **Smarter Maintenance:** We are separating our maintenance windows so that infrastructure updates never happen simultaneously across different parts of our system, ensuring our monitoring tools remain online even during upgrades. ### **Our Commitment** We pride ourselves on our technical maturity, but we pride ourselves more on the trust you place in us to provide the soundtrack to your day. Our 24/7 team remains vigilant, and we thank you for the candid feedback that helps us build a more robust, professional, and resilient platform. Please make sure to subscribe to our [Status page updates](https://status.soundtrack.io/), to be notified when an incident happens. — **The Soundtrack Support & Site Reliability Engineering Team**

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Started Mar 03, 2026, 03:51 PM UTC· resolved Mar 03, 2026, 04:03 PM UTC

1. identified Mar 03, 2026, 03:51 PM UTC

   We're aware that some users are experiencing limited functionality while browsing our website and app. Our team is on the case and working to restore all features. We understand how important this is and thank you for your patience as we resolve this matter.

2. identified Mar 03, 2026, 03:57 PM UTC

   We're aware that some users are experiencing load errors while browsing our website. Our team is on the case and working on a solution.

3. monitoring Mar 03, 2026, 04:00 PM UTC

   We're aware that some users are experiencing load errors while browsing our website. Our team has deployed a solution and is monitoring the situation

4. resolved Mar 03, 2026, 04:03 PM UTC

   The incident was resolved.

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Started Feb 27, 2026, 08:13 AM UTC· resolved Feb 27, 2026, 08:17 AM UTC

1. identified Feb 27, 2026, 08:13 AM UTC

   We regret to inform you that our platform is currently experiencing a partial outage that is affecting some services. Users may encounter difficulties accessing any part of our platform, including website, app, and customer support channels.

2. resolved Feb 27, 2026, 08:17 AM UTC

   The incident was resolved.

Read the full incident report →

Started Nov 18, 2025, 11:54 AM UTC· resolved Nov 18, 2025, 03:36 PM UTC

1. investigating Nov 18, 2025, 11:54 AM UTC

   We are currently experiencing a complete service outage and degradation stemming from a critical issue with one of our core third-party providers.

2. investigating Nov 18, 2025, 11:58 AM UTC

   We are currently experiencing a complete service outage and degradation stemming from a critical issue with one of our core third-party providers.

3. investigating Nov 18, 2025, 01:43 PM UTC

   We are continuing to investigate this issue.

4. investigating Nov 18, 2025, 02:08 PM UTC

   We are currently experiencing an external service interruption that is affecting our website, playback and other parts of the application. This is due to an outage with Cloudflare, which is a core service provider for many major websites and platforms, including ours. We sincerely apologize for the inconvenience this is causing. Please be assured that this issue is currently not an internal fault with Soundtrack, and our team is monitoring the situation closely. As soon as Cloudflare resolves their outage, our service will automatically return to normal. Temporary workaround is to play cached music which you've already played before. We appreciate your patience while this third-party service is being restored.

5. monitoring Nov 18, 2025, 02:51 PM UTC

   Cloudflare (our third-party service) has implemented a fix and we believe the incident is now resolved. We are continuing to monitor for errors to ensure all services are back to normal.

6. resolved Nov 18, 2025, 03:36 PM UTC

   Everything is now operating normally and we are resolving this incident as no further issues are observed. If you experience any additional problems, please contact us at: [email protected]

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Started Apr 10, 2025, 12:23 PM UTC· resolved Apr 24, 2025, 12:04 PM UTC

1. monitoring Apr 10, 2025, 12:23 PM UTC

   Some users are reporting problems visiting our websites, including error messages like "Something went wrong" or "Your connection is not private". Our team is actively investigating and working to resolve the issue as quickly as possible. In the meantime, you can try the following workarounds: - Use a different browser - Clear your browser cache - Log out and log back in If you're still experiencing issues, please contact us at [email protected] Thank you for your patience!

2. monitoring Apr 12, 2025, 08:50 AM UTC

   We've been working closely with many customers and have found that in several cases, the issue is related to network-level filtering, such as local firewall settings or ISP-imposed restrictions. We recommend reviewing your network configuration to ensure that access to our services isn't being blocked, and contacting your ISP if needed. You can find general firewall guidance here: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings If you're still experiencing issues, please contact us at [email protected] We appreciate your continued patience and will share more updates as they become available.

3. identified Apr 12, 2025, 09:12 AM UTC

   We've been working closely with many customers and have found that in several cases, the issue is related to network-level filtering, such as local firewall settings or ISP-imposed restrictions. We recommend reviewing your network configuration to ensure that access to our services isn't being blocked, and contacting your ISP if needed. You can find general firewall guidance here: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings If you're still experiencing issues, please contact us at [email protected] We appreciate your continued patience and will share more updates as they become available.

4. monitoring Apr 15, 2025, 07:23 AM UTC

   We've continued investigating the recent connectivity issues and have identified that the primary cause appears to be related to our URLs being included on certain network-level blacklists. These blacklists are used by various ISPs and firewall/security solutions, which may be blocking access to our services. We recommend taking the following steps if you're still experiencing problems: Check your firewall or network security settings to ensure our URLs are not being blocked. Reach out to your ISP or network administrator to confirm that none of our domains are being filtered or blacklisted. You can find our general firewall guidance here: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings If issues persist after these checks, please contact our support team at [email protected], and we’ll assist you further. Thank you again for your patience and understanding as we work to resolve this.

5. monitoring Apr 15, 2025, 12:02 PM UTC

   We've continued investigating the recent connectivity issues and have identified that the primary cause appears to be related to our URLs being included on certain network-level blacklists. These blacklists are used by various ISPs and firewall/security solutions, which may be blocking access to our services. We recommend taking the following steps if you're still experiencing problems: Check your firewall or network security settings to ensure our URLs are not being blocked. Reach out to your ISP or network administrator to confirm that none of our domains are being filtered or blacklisted. You can find our general firewall guidance here: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings If issues persist after these checks, please contact our support team at [email protected], and we’ll assist you further. As a temporary solution, you can try connecting through a different network with less restrictive firewall settings to access our services. Thank you again for your patience and understanding as we work to resolve this.

6. monitoring Apr 16, 2025, 12:37 PM UTC

   We are continuing to monitor for any further issues.

7. monitoring Apr 16, 2025, 12:38 PM UTC

   We are continuing to monitor for any further issues.

8. monitoring Apr 16, 2025, 12:39 PM UTC

   We've continued investigating the recent connectivity issues and have identified that the primary cause appears to be related to our URLs being included on certain network-level blacklists. These blacklists are used by various ISPs and firewall/security solutions, which may be blocking access to our services. We recommend taking the following steps if you're still experiencing problems: Check your firewall or network security settings to ensure our services have access to network accordingly: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings Reach out to your ISP or network administrator to confirm that none of our following primary domains or their subdomains are being filtered or blacklisted: - soundtrack.io - soundtrackyourbrand.com If the issue persists after completing these checks, please reach out to our support team by following the steps outlined here: https://help.soundtrack.io/hc/en-us/articles/19597790229788-Issues-affecting-website-access As a temporary solution, you can try connecting through a different network with less restrictive firewall settings to access our services.

9. monitoring Apr 22, 2025, 08:56 AM UTC

   We’ve continued investigating the recent connectivity issues and have identified that the primary cause appears to be our URLs being listed on certain network-level blacklists. These blacklists are used by various ISPs and firewall/security solutions, which may be blocking access to our services. We have successfully removed ourselves from one major blacklist, which we believe may have been the root cause of the incident. We are currently monitoring the results. However, if you are still experiencing issues, we recommend taking the following steps: 1. Check your firewall or network security settings to ensure our services are not being blocked: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings 2. Contact your ISP or network administrator to confirm that none of the following primary domains—or their subdomains—are being filtered or blacklisted: -soundtrack.io -soundtrackyourbrand.com 3. If the issue persists after these checks, please reach out to our support team by following the steps outlined here: 👉 https://help.soundtrack.io/hc/en-us/articles/19597790229788-Issues-affecting-website-access As a temporary workaround, you may also try connecting from a different network with less restrictive firewall settings. We appreciate your patience and feedback, and will continue to monitor to resolve the situation.

10. resolved Apr 24, 2025, 12:04 PM UTC

    Our investigation indicated that the problem was due to our URLs being listed on a major network-level blacklist used by some ISPs and firewall/security solutions. That listing has since been cleared, and we are no longer seeing signs of disruption. Additionally, we have not received any new customer reports, which is a positive sign. That said, we are continuing to monitor the situation closely. If you're still experiencing issues, we recommend checking the following just as before: Review your firewall or network security settings to ensure our services aren’t being blocked: 👉 https://help.soundtrack.io/hc/en-us/articles/115002592192-Firewall-settings Contact your ISP or network administrator to confirm that none of the following domains (or their subdomains) are being filtered: - soundtrack.io - soundtrackyourbrand.com If problems persist, please contact us using this guide: 👉 https://help.soundtrack.io/hc/en-us/articles/19597790229788-Issues-affecting-website-access As a temporary workaround, you may also try connecting from a different network with fewer restrictions. We appreciate your patience and encourage you to reach out if you're still seeing issues—your feedback is invaluable in helping us ensure full service availability.

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Started Mar 06, 2025, 08:57 PM UTC· resolved Mar 06, 2025, 10:09 PM UTC

1. investigating Mar 06, 2025, 08:57 PM UTC

   We are currently investigating this issue.

2. resolved Mar 06, 2025, 10:09 PM UTC

   The incident was resolved.

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Started Feb 24, 2025, 10:10 AM UTC· resolved Feb 24, 2025, 03:26 PM UTC

1. investigating Feb 24, 2025, 10:10 AM UTC

   We're aware that some users are experiencing limited functionality while browsing our website and app. Our team is on the case and working to restore all features. We understand how important this is and thank you for your patience as we resolve this matter.

2. monitoring Feb 24, 2025, 10:39 AM UTC

   We're aware that some users are experiencing limited functionality while browsing our website and app. Our team is on the case and working to restore all features. We understand how important this is and thank you for your patience as we resolve this matter.

3. resolved Feb 24, 2025, 03:26 PM UTC

   We're aware that some users are experiencing limited functionality while browsing our website and app. Our team is on the case and working to restore all features. We understand how important this is and thank you for your patience as we resolve this matter.

Read the full incident report →

Started Jan 12, 2025, 12:13 PM UTC· resolved Jan 12, 2025, 01:12 PM UTC

1. investigating Jan 12, 2025, 12:13 PM UTC

   We regret to inform you that our platform is currently experiencing a partial outage that is affecting some services. Users may encounter difficulties accessing any part of our platform, including website, app, and customer support channels

2. monitoring Jan 12, 2025, 12:57 PM UTC

   We have identified what was causing the issues and are currently monitoring the traffic

3. resolved Jan 12, 2025, 01:12 PM UTC

   We have now found and resolved the issues with our services

Read the full incident report →