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!.

Duration: 2 hours and 1 minute

Affected Components: Support (chat and phone)

Feb 17, 12:30:00 GMT+0
Identified - Philo will undergo scheduled support maintenance on February 17th from 4:30 AM to 6:30 AM PST. During this time, support services may be temporarily unavailable. We appreciate your patience and understanding!.

Feb 17, 14:30:57 GMT+0
Completed - Maintenance has completed successfully..

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..

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..

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..

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..

Duration: 4 days and 21 hours

Affected Components: Support (chat and phone)

Apr 7, 14:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 2, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 7, 13:00:00 GMT+0
Identified - Philo will undergo scheduled support maintenance on April 7th from 6:00 AM to 7:00 AM PST. During this time, support services may be temporarily unavailable. We appreciate your patience and understanding!.

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..

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. .

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!.

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!.

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..

Duration: 15 minutes

Affected Components: help.philo.com

Sep 26, 17:45:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 26, 17:30:00 GMT+0
Identified - We’re taking a brief time out to conduct planned maintenance on Thursday 9/26/24 between 10:30AM PST to 10:45AM PST which may temporarily affect your ability to reach our customer support team by phone. This will not impact our chat agents. We apologize for any inconvenience and will do our best to be back up shortly, ready to help you out!.

Sep 26, 17:30:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 15 minutes

Affected Components: help.philo.com

Sep 26, 07:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 26, 07:15:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 26, 07:00:00 GMT+0
Identified - We’re taking a brief time out to conduct planned maintenance on Friday 9/26/24 between 12:00AM PST to 12:15AM PST which may temporarily affect your ability to reach our customer support team by phone. This will not impact our chat agents. We apologize for any inconvenience and will do our best to be back up shortly, ready to help you out!.

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..

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..

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..

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..

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. .

Duration: 1 hour and 28 minutes

Affected Components: Apps

May 7, 21:50:09 GMT+0
Monitoring - Some Roku customers are seeing issues with trying to load the Philo app (channel) due to Roku services being impacted. Will need to wait for Roku to give all clear on their service outage. See <https://support.roku.com/> for updates!.

May 7, 23:18:18 GMT+0
Resolved - Roku's given the all clear! Make sure to power cycle your Roku device if you're still having issues. "\[Service Interruption\] Update 4:00 PM PST: Roku Services are back online. If you are still having any trouble streaming or activating your Roku device, please unplug the device from the power source for 10 seconds and plug it back in.".

Duration: 26 minutes

Affected Components: help.philo.com

May 3, 17:38:57 GMT+0
Investigating - Our service provider is experiencing issues which is preventing us from answering phones and chats to our Support team. We are in contact with them and will provide updates as quickly as possible..

May 3, 18:04:28 GMT+0
Resolved - Great news! Our phone and chat systems are back online and the issue has been resolved. We apologize for the inconvenience..

Duration: 1 day, 19 hours and 20 minutes

Affected Components: Apps

Apr 27, 18:51:13 GMT+0
Identified - Affected App: Amazon-v7.3.9 & Android-v7.3.9 Identified an issue specifically on Android and Fire TV devices where trying to deep link (opening from Amazon's guide) is causing player problems such as: Black screen or Spinner (loading) screen for several minutes. We are continuing to work on a fix for this incident!.

Apr 29, 14:11:06 GMT+0
Resolved - This incident has been resolved! Please make sure to update to the latest app version (**7.2.15-283857)**.

Duration: 2 hours and 37 minutes

Affected Components: Video

Mar 26, 00:17:38 GMT+0
Investigating - Several channels are experiencing issues. We are aware and investigating. We apologize for this inconvenience and will have updates soon. .

Mar 26, 01:18:15 GMT+0
Identified - We've identified the issue and are working on a fix. .

Mar 26, 02:37:34 GMT+0
Monitoring - A fix has been pushed through and we are monitoring. .

Mar 26, 02:54:08 GMT+0
Resolved - We've resolved this issue and channel playback should be back to normal. Our apologies for the interruption. .

Duration: 30 minutes

Affected Components: Video

Mar 25, 23:35:58 GMT+0
Identified - The Catchy Comedy, MeTV, Start TV, and Story TV channels are experiencing issues and we are working to identify the issue. We apologize for the inconvenience and will post an update as soon as we have one. .

Mar 26, 00:06:19 GMT+0
Resolved - The channels have been restored. The issue is now resolved. .

Duration: 2 hours and 49 minutes

Affected Components: help.philo.com

Jan 11, 02:00:18 GMT+0
Resolved - This incident has been resolved. Our Support team is now able to receive calls and chats. Thank you for your patience as we worked to resolve this issue. .

Jan 10, 23:11:23 GMT+0
Identified - Our service provider is experiencing issues which is preventing us from answering phones and chats to our Support team. We are in contact with them and will provide updates as quickly as possible. .

Jan 11, 00:39:38 GMT+0
Identified - Our team is still working with our service partner and actively monitoring while they work on a fix. We apologize for this inconvenience and hope to be online soon. .

Duration: 27 minutes

Affected Components: Video

Dec 29, 00:38:44 GMT+0
Identified - There is an issue with the source feed for multiple Weigel channels, including Catchy Comedy, Heroes & Icons, MeTV, MOVIES!, Start TV, and Story Television. Unfortunately this is not something within our control to fix. Our signal acquisition facility has reached out to the source, and we will keep this thread updated with any additional information we receive from them as they work towards restoring things..

Dec 29, 01:05:28 GMT+0
Resolved - All channels are now operating properly again..

Duration: 5 days, 16 hours and 31 minutes

Affected Components: Video

Oct 26, 01:46:13 GMT+0
Identified - We have identified an issue with Heroes & Icons and are working to restore things as quickly as possible. We will post updates here as they become available. .

Oct 26, 04:02:44 GMT+0
Resolved - Heroes & Icons as well as American Heroes Channel are back up and running. Thank you for your patience while we resolved this issue..

Duration: 7 days, 6 hours and 20 minutes

Affected Components: Video

Oct 6, 16:23:44 GMT+0
Identified - We are currently experiencing issues with multiple Discovery-owned channels. Some viewers may notice frozen frames and video distortion (glitches). These issues would also be present in DVR recordings. Heavily corrupted recordings are removed automatically, so some viewers might notice that they are missing recordings of recent broadcasts. Affected channels - Discovery Channel - Discovery Life - Discovery Family - Investigation Discovery - Motortrend - OWN - Science Channel - TLC We will post updates as they become available. .

Oct 7, 01:56:45 GMT+0
Monitoring - **What's going on?** Some of our programming partners are currently being affected by a ”sun outage,” meaning the sun is causing signal interference with our satellites. Viewers may continue to experience frozen frames and video distortion (glitches). These issues could also be present in DVR recordings. Heavily corrupted recordings are removed automatically, so some viewers might notice that they are missing recordings of recent broadcasts. **How long will the outage last?** This could potentially last through October 12, or somewhat longer. The duration of the outage may vary from customer to customer. We will post updates as they become available. **Which channels are affected?** Channels from the following programmers may be affected: - Discovery - Viacom - AMC - aspireTV - AXS - Urban One - Sony - Inspiration Ministries - GAC Media.

Oct 13, 22:43:19 GMT+0
Resolved - This incident has been resolved, thank you for your patience!.

Duration: 6 days, 23 hours and 15 minutes

Affected Components: Video

Sep 22, 16:15:29 GMT+0
Resolved - This incident has been resolved, thank you for your patience!.

Sep 15, 17:00:00 GMT+0
Identified - We are currently experiencing issues with multiple Discovery-owned channels. The problem is at the video source, and Discovery is actively working on fixing this. Some viewers may notice frozen frames and video distortion (glitches). These issues would also be present in DVR recordings. Heavily corrupted recordings are removed automatically, so some viewers might notice that they are missing recordings of recent broadcasts. Affected channels - TLC - Investigation Discovery - Science Channel - Discovery Life - Discovery Family - OWN - Motortrend We will post updates as they become available. .

Sep 21, 18:27:20 GMT+0
Identified - Discovery has confirmed that the issue is related to the recent changes they made with video compression. They are still actively working on a solution and as of right now have not provided an ETA on when this will be fixed. We will continue to share updates here as soon as they become available!.

Sep 21, 21:45:24 GMT+0
Monitoring - All outstanding alerts have been cleared and we are currently monitoring the channel feeds..