Stuck At Preparing Preview – Resolved

We are currently investigating an issue with recording.

Update: 11/15/2018 2:45 pm
We are still investigating this issue. Thank you for your continued patience as we work on this.

Update: 11/15/2018 3:45 pm
We are continuing to investigate. We’re very sorry for the service interruption. Your continued patience is greatly appreciated.

Update: 11/15/2018 4:45 pm
We are still working to determine the underlying cause of the issue.

Update: 11/15/2018 5:45 pm
We’re very sorry for the prolonged recording issues. We have isolated the issue, but not the underlying cause. We’re continuing to investigate. We greatly appreciate your patience!

Update: 11/15/2018 6:45 pm
Our efforts to resolve this issue continue. It appears it may be network related. We are looking into all possible causes. Again, we’re sorry for the inconvenience and appreciate your patience.

Update: 11/15/2018 7:45 pm
Our efforts continue on this issue. We are looking into some reports of major internet outages and how they may affect things. Your patience is appreciated.

Update: 11/15/2018 8:45 pm
Our developers will be working on this issue throughout the night. We’ll update here with any changes in status. Should this issue not be resolved by tomorrow morning we’ll resume hourly updates. We’re very sorry for the inconvenience and appreciate your continued patience.

Update: 11/16/2018 9:00 am
Our development team has worked on this issue throughout the night. They are still working on the underlying cause of this issue.

Update: 11/16/2018 10:00 am
We are continuing to work on this issue. Your patience is greatly appreciated.

Update: 11/16/2018 11:00 am
We have isolated the underlying issue and we’re working on the fix now.

Update: 11/16/2018 12:00 pm
Our development team is continuing to work on this fix. We hope to have this issue resolved within the hour, but delays are possible.

Update: 11/16/2018 1:00 pm
It is taking a little longer than we anticipated, but we should have the fix applied soon.

Update: 11/16/2018 2:00 pm
Our developers continue to work on this fix. Your continued patience is greatly appreciated.

Update: 11/16/2018 2:18 pm
This issue has a preliminary fix in place and things should be working better now. As we roll out the fix on more servers you may experience intermittent issues with hanging at Preparing Preview.

Update: 11/16/2018 4:45 pm
We’re happy to announce this issue has been resolved. We have now completely addressed the underlying cause and we are taking steps to ensure this does not reoccur.

We can’t express enough how grateful we are for the patience and understanding shown by our SingSnap Family! We definitely know how frustrating issues like this can be! We’re extremely sorry for the trouble and frustration over the last day. Thank you for your continued support!

Love,
SingSnap Staff

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Posted in Service Status

Oops Errors – Resolved

We are currently looking into Oops Errors when trying to load some pages.

Update: 6/24/2018 1:23 pm
The issue was isolated to one server and has been resolved. Sorry for the inconvenience.

Posted in Service Status

Maintenance – Resolved

We’re currently performing maintenance work on the site. This may cause momentary glitches affecting the site and recording.

Update:

All maintenance work has been competed.

Posted in Service Status

Site Down – Resolved

We are currently looking into a service downtime.

Update: 12/14/2017 2:33 pm
The site has recovered on its own. We will continue to investigate the root cause. If needed we will reopen this issue.

Posted in Service Status

Maintenance – Resolved

We will be performing some scheduled maintenance starting at 1:30pm. We don’t anticipate any impact to the site, but should something come up we will outline the issue in an update to this post.

Update: 11/14/2017 6:10 pm
Today’s maintenance has been completed.

Posted in Service Status

Error Messages – Resolved

We are currently looking into reports of SEC_ERROR_OCSP_INVALID_SIGNING_CERT errors in Firefox.

Update: 10/15/2017 9:00 am
We are continuing to work on correcting this issue. Very sorry for the inconvenience and frustration.

Update: 10/15/2017 9:20 pm
We are continuing to work on this issue. It appears to be related to the site security certificate. It is valid and being accepted by other browsers, but Firefox is not accepting it as valid. We have reached out to the certificate issuer to have things reissued and checked into. We hope this will resolve the issue that’s occurring on Firefox. In the mean Edge and Internet Explorer should be functioning normally. We’re very sorry for the frustration and inconvenience.

Update: 10/15/2017 11:20 pm
We have been able to determine this is a widespread issue with Firefox and is not specific to SingSnap (see links below showing reports of the same issue). We are still attempting to resolve things from our end, but it may be something Mozilla will have to address in Firefox. 

View recent reports via Google
View recent reports via Twitter

Update: 10/16/2017 8:35 pm
This issue is currently still not resolved, but we have seen intermittent periods of no trouble. We hope this is a sign that Mozilla is working on the issue. We are also still continuing to look into things we can do to work around the issue.

We currently recommend using Edge or Internet Explorer browser but if you are unable and want to use Firefox, we have found a temporary workaround. Keep in mind, this does adjust the security settings on your Firefox browser and once you are done logging into SingSnap – we strongly recommend you un-do the change to ensure maximum security on your browser.

1. Type about:config in the URL bar
2. Search for: security.ssl.enable_ocsp_stapling
3. Double click to set to: False

Doing this is at your own risk and once again, it is best to reset this preference to True once you are logged into your account.

Update: 10/17/2017 2:35 pm
We have monitored things since late yesterday evening and it appears Mozilla has corrected this issue. We have however updated our security certificate for good measure. We believe this issue has been fully resolved. Should any further issues arise we will reopen this posting.

Posted in Service Status

Maintenance – Resolved

Throughout the day we will be upgrading various systems. This may at times affect recording, saving and mixing. We will do our best to minimize any impact these upgrades may have. We appreciate your patience as we work to improve your SingSnap experience.

Update: 10/4/2017 10:49 am
We are currently seeing hanging on Connecting… while trying to record. We are working to address that issue now.

Update: 10/4/2017 3:25 pm
We are done with today’s maintenance. All systems are running normally. We appreciate your patience as we worked on this.

Posted in Service Status