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Help!! Listen Again not working in Vancouver, Canada

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  • Message 1. Posted by thetempest (U14581882) on , permalink

    I'm a Brit now living in Vancouver, Canada. Listen Again hasn't been working on either of my computers at work or at home. This is for ALL BBC radio stations, and ALL Listen Again and archived programs. It was working fine before the last iPlayer upgrade. I can listen live fine, but because of the time difference to the UK am now missing most of the programs I really want to hear.

    My machine is a PC running on Windows XP, using Internet Explorer 8. I'm trying to listen on iPlayer. URL example? All of them! But here's a specific one: www.bbc.co.uk/iplaye...

    I've been a BBC listener for 30 years and am having withdrawal symptoms. Help!!

    Jacqui

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  • Message 2. Posted by lifeonmarsfan (U14300854) on , permalink

    Same problem here in California. I cannot get any of the Listen again programs after 9/20/10. The shows I was trying to get are;

    9/21/10
    Yes Minister
    Elephants to catch eels

    9/22/10
    Continuity
    Mums on the Run
    The Party Party
    1960-2010 Ep 3
    The Maltby Collection Series 2 ep 3

    I also couldn't get The Party, Party.

    I am running Windows 7 and an older version of IE. Unless there has been a drastic platform change at the BBC, I should still be getting the programs.

    Thanks for any help

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  • Message 3. Posted by John99 (U13871221) on , permalink

    No time to give a longer answer, or start a discussion but my personal suggestions are:

    + Send off contact forms, and post back to confirm when you have done that.

    The BBC official advice is that you should use the contact forms.
    The FAQ about them is here:
    "How do I report a problem with a programme, like a missing download, shortened programme, or encoding issue? " - iplayerhelp.external...
    ( The link above where we type is still broken)

    + Confirm listen live works.
    + Say whether other iPlayer station listen again works ?
    + Give a couple examples with the URL/ link of programmes not working . (if you have not already done so).

    Although not necessarily directly related you may be interested in
    the long thread, started by BBC management:
    "Listeners receiving 'Insufficient Bandwidth' messages - PLEASE READ!" - www.bbc.co.uk/dna/mb...
    - msg#284 - is my summary of what is in the thread mentioning some of the important posts.

    Also watch for other users reports eg of Windows streams faults, you may get lucky and get an answer from the Beeb.
    Or even some sort of announcement.

    Otherwise wait a few weeks, it will eventually get fixed if it is a problem with the BBC network.

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  • Message 4. Posted by lifeonmarsfan (U14300854) on , permalink

    An hour after I posted here, the programs I wanted became available again. I didn't turn off my computer or anything so nothing changed in my system, I guess the "problem" was on the BBC side of things.

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  • Message 5. Posted by badkaren (U14623266) on , permalink

    Hi - I'm in Powell River, BC and I've been having problems with the 'Listen Again' function for all radio stations ever since the new player was introduced in Beta form. I constantly get the message

    'This content does not appear to be working. Try again later.'

    The only thing for it has been to keep refreshing the page and trying again. There appears to be no rhyme or reason as to why the content works or doesn't but more often than not, it doesn't and must be refreshed at least a dozen times.

    I am running Firefox 3.6.8 on Mac OS X 10.6.4. I have also tried listening via Safari 5.0.1 and run into the same problem.

    Interestingly, the 'Listen Live' function always works.

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  • Message 6. Posted by thetempest (U14581882) on , permalink

    Hi John,
    Thanks for the advice. I had looked at the Insufficient Bandwidth thread and a couple of users had the same issue - however Alan was focused on the bandwidth issue, so his response was to note the problem and say he passed this onto the archive guys. There is no solution or fix indicated. I had sent a contact form a month or so ago, but will try again .......... I have patiently waited a couple of months for the problem to be fixed but no joy as yet.

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  • Message 7. Posted by John99 (U13871221) on , permalink

    Further to my msg#3 above.

    A few links etc have changed so its time for another novel.

    _ My Main Suggestion_
    If problems continue I suggest you post in the following thread, if only to include a link back to this thread.
    - the other thread is worth reading it is relavant to listen again and several North America problems reported
    - it relates to content unavailable, and listen again, rather than listen live
    - it already has the attention of the BBC management, your posts could be noticed there.

    LOOK AT THIS THREAD
    *"Content does not appear to be working" error * - eg Msg #13, 19 & BBC#24 - www.bbc.co.uk/dna/mb...

    I then suggest you read up on the background to these sorts of problems.

    Hope you have a lot of spare time.
    Good luck




    IPLAYER RADIO PROBLEMS, OVERSEAS
    ==========================================.

    You may encounter problems getting your message through to the bbc. I know one user did recently, but the habit of repeated multiple complaints lacking full details probably did nothing to help in the instance I am thinking about..

    __ Some Background Information __

    _ UK vs Outside uk / overseas _

    I am just an ordinary user, and being in the UK often do not see the same problems that overseas users do. The streams differ, as does some of the technology, although the two have converged with the removal of RealPlater streams & introduction of FlashPlayer streams for overseas users.

    I am not sure you will see exactly the same page as a uk user but alist of current streams and types can be found on a BBC page external to iPlayer. (Previously iPlayer Help & Faqs sections listed all streams including the now defunct RP ones)

    _ Insufficient Bandwidth error __ may NOT mean what it says ! _
    When this sort of problem became frequent last year, I naively assumed, initially; that BBC would have server data enabling it easily to track trace and identify server problems at its end or with related 'partners' ie the notorious edge server and node problems with stuck streams and stuck frames
    .
    I had thought the message was likely to be genuine, indicating a users internet problems, it turned out it was usually indicating a BBC problem. The clincher in diagnosing this as a bbc problem is noting that most BBC streams work as expected but one fails. And the fastest cure is to manage to get a contact form read by the techies that includes edgeserver info, fixes then usually occur within hours, or a day or two at most.
    ( It turned out the BBC often had dificulty tracing the problem, and the BBC was very bad at handling users feedback and questions about the problem. (I could quote some bbc posts, where BBC state problems, but just one thread from earlier this year was:
    "Insufficient Broadband Width" - www.bbc.co.uk/dna/mb... - I have linked to my comment #159
    It is unusual for threads on this mb to exceed 100 posts unless something is causing serious problems)

    A thread that despite its size and age that is still current, and importantly still linked directly from the BBC faq.
    [ BBC faq "Why am I told I have 'insufficient bandwidth'?" - iplayerhelp.external... ]
    Long thread, started BY BBC technical manager Alan O, with my synopsis of comments
    "Listeners receiving 'Insufficient Bandwidth' messages - PLEASE READ!" -Msg#284 - www.bbc.co.uk/dna/mb...

    _ Content does not seem to be working _ error
    This now seems to be getting more frequent.
    See yfor instance the post I linked to in my main suggestion at the top of thhis post.
    Remember though in some instances it will be a genuine report some programmes are not available overseas (see the help& faq section)

    __ Contact Form __
    The BBC have a link above where I am typing this message. That link used to link to a faq about the contact form, then to the contact form itself.
    Such links were migrated and links to the help section broken when the iPlayer v2 site launche out of beta. Most links were fixed but the BBC for some reason has not fixed the one to the contact form faq although repeatedly reported.
    The correct and working link is currently
    FAQ "How do I report a problem with a programme, like a missing download, shortened programme, or encoding issue? " - iplayerhelp.external...
    Contact Form - https://iplayerhelp.external.bbc.co.uk/templates/bbciplayer/emailForms/emailPage

    - 350 character limit _ & error box _
    The limit is a pain in the proverbial, & I consider it renders the BBC reporting system not fit for purpose. Although our message board Host has commented on that
    (see www.bbc.co.uk/dna/mb... )
    - saying wordings will be changed
    - explaining that the error message box may be mis-used and does not have a limit.
    - you will note Alan O previously commented about trying to squeeze keywords into the form, INCLUDING his name but that was specifically re the insufficient bandwidth problem
    ( see "" - BBC messaage#24 - www.bbc.co.uk/dna/mb... )

    John

    PS
    _ Odd Errors on mb _
    Today noticing some odd mb messages
    - hidden
    &
    - post closed
    - - "This discussion has been closed"

    type of messages within the messageboard itself (as opposed to when using an external search engine)
    Could indicate some sort of maintenance or change is in progress on this mb - or we are suffering due to changes on other mb s as we know BBC is blogging about changes.)

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  • Message 8. Posted by John99 (U13871221) on , permalink

    Today may be a bad day to test.

    BBC announcement a few minutes ago
    " 24th September Update: Delays with radio programmes.
    24 September 2010 09:26 " - iplayerhelp.external...

    Some on-demand radio programmes from yesterday and this morning are displaying the following message when you try to click to play the programme:

    "Sorry, this programme is not available to listen again."

    We are working to resolve this issue resolved and

    <evilgrin> I see I am not the only one to sprinkle typos in messages

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  • Message 9. Posted by thetempest (U14581882) on , permalink

    Hi,
    I am experiencing exactly the same problem (see post on the Radio message board "Help - Listen Again not working, Vancouver Canada.'

    I'm wondering if this may be a Canadian or BC problem which surfaced after the last iPlayer upgrade. I don't think the operating system or the brower are an issue, as I have tested this with several different machines with different operating systems, browsers, etc. None of the replies I have received so far have been helpful in terms of an actual fix - and I am an ex-IT person so I know about the process of elimination for fixes. This probably requires some direct BBC intervention, but not sure if they care that much about Canadian listeners!! As am expat Brit I find it really frustrating that I can only listen live, as I miss the majority of the programs that I really love.

    Anyway, I'm going to send off (yet another) contact form. Maybe you could also do so, and perhaps someone will pay attention! The link is https://iplayerhelp.external.bbc.co.uk/templates/bbciplayer/emailForms/emailPage

    Thanks,
    Jacqui

    complain

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  • Message 10. Posted by thetempest (U14581882) on , permalink

    Sorry, last comment directed at badkaren. And duh, it's my own thread - so much for the ability to multitask effectively.

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  • Message 11. Posted by John99 (U13871221) on , permalink

    Hi badkaren

    The BBC has repeatedly advised that such problems *Must* also be reported on contact forms NOT just on this messageboard. See for instance the BBC post from Alan O -

    As mentioned a few times - you *must* log your problem using the contact form. This is the only way that our operations teams can hear about problems in a structured way.
    {www.bbc.co.uk/dna/mb... ]


    The BBC has for a long while now had a broken link regarding contact form use and seem to have no intention of fixing it.
    The broken link is anchored to the text above reading
    "see this FAQ on how best to report a problem with a programme. " and is given as - iplayerhelp.external...
    {... .bbc.co.uk/help/about_iplayer/tech_report ]
    It would appear the link is intended to be TO:
    "How do I report a problem with a programme, like a missing download, shortened programme, or encoding issue? " - iplayerhelp.external... {... bbc.co.uk/help/using_ ... ]
    Which then gives the contact form itself as
    https://iplayerhelp.external.bbc.co.uk/templates/bbciplayer/emailForms/emailPage

    John

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  • Message 12. Posted by John99 (U13871221) on , permalink

    Hi Jacqui,

    Yes from what you say this sort of problem does require direct intervention of the BBC, quite possibly with one of their 'Partners' as being a CDN problem.

    If you are getting unhelpfull BBC replies I sugest you quote them, Alan O does sometimes liaise with other departments regarding problems with users feedback.

    If you are both having current problems please post back confirming that asap, I do know one thing that sometimes works.

    John

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  • Message 13. Posted by John99 (U13871221) on , permalink

    Re #6

    Alan was focused on the bandwidth issue, so his response was to note the problem and say he passed this onto the archive guys.


    It appears If problems relate to the OLD archive/podcasts Alan will pass the info on and not be able to deal with it himself.

    However if problems relate to the AOD catch up service either on FlashPlayer or the overseas & Internet Radio streams for programmes within the LAST SEVEN DAYS then I think Alan will deal with those problems.

    Look at BBC blogs Alan has authored in Radio Labs www.bbc.co.uk/blogs/...

    John

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  • Message 14. Posted by thetempest (U14581882) on , permalink

    Hi,

    I reinstalled BBC iPlayer and also just upgraded the iPlayer software on both machines that I use to listen to the BBC.

    This seems to have worked (partially), as I can now listen again to most programmes, most of the time, although the `content not working message' does still raise its ugly head from time to time.

    Jacqui

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  • Message 15. Posted by thetempest (U14581882) on , permalink

    Deep sigh. Not working again at all. Yet another contact form to be sent into the black hole of nothingness ..................

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  • Message 16. Posted by John99 (U13871221) on , permalink

    If you are not getting replies form the BBC contact form it may help to heed the BBC advice that the complaints option of contact forms need to be used if you require a reply.
    It is my understanding that the BBC will then always (eventually) reply.

    You will also note the BBC does have a formal complaints handling policy. It may help if you at least read up about that.

    Some of the links could have changed since this and related threads were started. So current links:

    + Contact form faq :
    "How do I report a problem with a programme, like a missing download, shortened programme, or encoding issue? " - iplayerhelp.external...

    + Clear browser cache:
    "How do I clear my cache? " - iplayerhelp.external...
    I personally would suggest it is worth trying this when all BBC or iPlayer pages or tabs are closed.

    + Complaint Handling
    "How we handle your complaint" - www.bbc.co.uk/compla...

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  • Message 17. Posted by marylynnhood (U14622924) on , permalink

    Thank you for participating in assisting us in Canada John, The listen again feature simply does not work. I have filled out all appropriate forms carefully and noted error messages - "Title: GenericKind:FMSConnectionError.FMS_CONNECTION_API
    Description: CDN Failover, final connection failed
    Code: 4" and "This content does not seem to be working. Try again later". All to no avail. I have not heard back and I cannot hear the service. Live streaming works. Listen again does not. All proper channels for communication to BBC have been completed. There is no response or change to the situation.

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  • Message 18. Posted by thetempest (U14581882) on , permalink

    Hi Marylynnhood,
    I hear you loud & clear. I have also submitted all the forms, with all the information, read all the threads. Listen Again just doesn't work now in Canada.

    And guess what, the BBC really doesn't care. Guess we don't pay license fees. I miraculously received a reply 2 days ago from the BBC - it said in essence 'you cannot watch BBC Television outside of the UK'. So obviously THEY DO NOT ACTUALLY READ THE FORMS, all of which never mentioned TV, and provided all the details, the URLs, the whole shebang.

    So for now I am going to listen to CBC or any other radio station in the world, other than the BBC, as I have spent too much time on this. Maybe in a year or so I'll try Listen Again, again.

    complain

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  • Message 19. Posted by badkaren (U14623266) on , permalink

    hi all

    i filled in the form and miraculously received a reply within a couple of days. unfortunately, it simply directed me to try the usual things (clear cache, check flash) which did not help so i gave up and went back to my standard fix (ie refresh page & try again, over and over and over until it finally works)

    in the last week or so, something seems to have happened and i am very pleased to report that i have not experienced this problem of late. hope everyone else is experiencing the same joy :D

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  • Message 20. Posted by Ufton (U14569777) on , permalink

    Hi

    iplayer in Canada (B.C) has been a nightmare for months but touch wood now appears to be working. Took way too long to fix and without any official acknowledgement that a problem existed. Hopefully this is a full stop on a sorry episode, time for some Moyles.

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