Philo Status - Incident history https://status.philo.com Philo Tue, 3 Mar 2026 22:42:54 +0000 Intermittent issues with loading and search Type: Incident 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! Type: Incident

Duration: 1 hour and 21 minutes

Affected Components: ,

<p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>22:42:54</var> GMT+0</small><br><strong>Investigating</strong> - 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. .</p> <p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>23:24:57</var> GMT+0</small><br><strong>Identified</strong> - Our engineers believe they have identified the issue and are working on a possible solution. .</p> <p><small>Mar <var data-var='date'> 4</var>, <var data-var='time'>00:03:36</var> GMT+0</small><br><strong>Resolved</strong> - The issue is now resolved. Thank you for your patience!.</p> ]]> Tue, 3 Mar 2026 22:42:54 +0000 https://status.philo.com/incident/cmmb71gny006k9ldzdk6fri1n https://status.philo.com/incident/cmmb71gny006k9ldzdk6fri1n Scheduled Support Maintenance Type: Maintenance 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. Type: Maintenance

Duration: 2 hours and 1 minute

Affected Components:

<p><small>Feb <var data-var='date'> 17</var>, <var data-var='time'>12:30:00</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> <p><small>Feb <var data-var='date'> 17</var>, <var data-var='time'>14:30:57</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully..</p> ]]> Tue, 17 Feb 2026 12:30:00 +0000 https://status.philo.com/maintenance/cmlqks7r702dg587bzr0xmh42 https://status.philo.com/maintenance/cmlqks7r702dg587bzr0xmh42 We’ve identified an issue affecting all Web TV platforms Type: Incident 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. Type: Incident

Duration: 20 minutes

Affected Components: ,

<p><small>Oct <var data-var='date'> 24</var>, <var data-var='time'>17:22:51</var> GMT+0</small><br><strong>Investigating</strong> - When opening the app, you may encounter a “shruggie” error message similar to what appears on the web..</p> <p><small>Oct <var data-var='date'> 24</var>, <var data-var='time'>17:23:36</var> GMT+0</small><br><strong>Identified</strong> - We are continuing to work on a fix for this incident..</p> <p><small>Oct <var data-var='date'> 24</var>, <var data-var='time'>17:28:43</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> <p><small>Oct <var data-var='date'> 24</var>, <var data-var='time'>17:43:09</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Fri, 24 Oct 2025 17:22:51 +0000 https://status.philo.com/incident/cmh54d5420672dsmvuop6e3p7 https://status.philo.com/incident/cmh54d5420672dsmvuop6e3p7 Fire TV Service Outage Type: Incident 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. Type: Incident

Duration: 2 hours and 28 minutes

Affected Components: , , ,

<p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>19:33:07</var> GMT+0</small><br><strong>Investigating</strong> - 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..</p> <p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>20:29:33</var> GMT+0</small><br><strong>Identified</strong> - .</p> <p><small>Oct <var data-var='date'> 22</var>, <var data-var='time'>22:01:31</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 22 Oct 2025 19:33:07 +0000 https://status.philo.com/incident/cmh2e4yju00ovak84354nzzg2 https://status.philo.com/incident/cmh2e4yju00ovak84354nzzg2 Video Playback Issues Under Investigation Type: Incident 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. Type: Incident

Affected Components: , , , , ,

<p><small>May <var data-var='date'> 20</var>, <var data-var='time'>23:11:12</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>May <var data-var='date'> 20</var>, <var data-var='time'>21:41:14</var> GMT+0</small><br><strong>Resolved</strong> - Our engineers are investigating an issue causing problems for some customers with the video player..</p> ]]> Tue, 20 May 2025 21:41:14 +0000 https://status.philo.com/incident/cmax1gomg002ld2kp2si8c1t9 https://status.philo.com/incident/cmax1gomg002ld2kp2si8c1t9 Email sign-up and sign-in codes are not being delivered Type: Incident 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. Type: Incident

Duration: 3 hours and 56 minutes

Affected Components: ,

<p><small>Apr <var data-var='date'> 23</var>, <var data-var='time'>21:51:54</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Apr <var data-var='date'> 23</var>, <var data-var='time'>22:14:51</var> GMT+0</small><br><strong>Monitoring</strong> - 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..</p> <p><small>Apr <var data-var='date'> 24</var>, <var data-var='time'>01:47:38</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 23 Apr 2025 21:51:54 +0000 https://status.philo.com/incident/cm9ugyds5000rkbupcyb5vyvg https://status.philo.com/incident/cm9ugyds5000rkbupcyb5vyvg Scheduled Support Maintenance Type: Maintenance 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! Type: Maintenance

Duration: 4 days and 21 hours

Affected Components:

<p><small>Apr <var data-var='date'> 7</var>, <var data-var='time'>14:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Apr <var data-var='date'> 2</var>, <var data-var='time'>17:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Apr <var data-var='date'> 7</var>, <var data-var='time'>13:00:00</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> ]]> Mon, 7 Apr 2025 13:00:00 +0000 https://status.philo.com/maintenance/cm906tlbe000g5h47fo2eljrq https://status.philo.com/maintenance/cm906tlbe000g5h47fo2eljrq Issue with Guide not loading Type: Incident 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. Type: Incident

Duration: 24 minutes

Affected Components:

<p><small>Jan <var data-var='date'> 29</var>, <var data-var='time'>15:07:46</var> GMT+0</small><br><strong>Investigating</strong> - We are currently investigating this incident..</p> <p><small>Jan <var data-var='date'> 29</var>, <var data-var='time'>15:26:08</var> GMT+0</small><br><strong>Monitoring</strong> - We have implemented a fix and are currently monitoring the result..</p> <p><small>Jan <var data-var='date'> 29</var>, <var data-var='time'>15:31:54</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 29 Jan 2025 15:07:46 +0000 https://status.philo.com/incident/cm6i1j4us0001ypnqweljeqi0 https://status.philo.com/incident/cm6i1j4us0001ypnqweljeqi0 Video Playback/Black screen issue Type: Incident 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. Type: Incident

Duration: 25 minutes

Affected Components:

<p><small>Jan <var data-var='date'> 15</var>, <var data-var='time'>21:30:14</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Jan <var data-var='date'> 15</var>, <var data-var='time'>21:05:22</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Jan <var data-var='date'> 15</var>, <var data-var='time'>21:27:18</var> GMT+0</small><br><strong>Monitoring</strong> - A fix has been deployed and we are monitoring. .</p> ]]> Wed, 15 Jan 2025 21:05:22 +0000 https://status.philo.com/incident/cm5ye52o70016q6t8fi3ioryf https://status.philo.com/incident/cm5ye52o70016q6t8fi3ioryf Live playback issues for most or all channels Type: Incident 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! Type: Incident

Duration: 21 minutes

Affected Components:

<p><small>Nov <var data-var='date'> 14</var>, <var data-var='time'>00:17:44</var> GMT+0</small><br><strong>Investigating</strong> - 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..</p> <p><small>Nov <var data-var='date'> 14</var>, <var data-var='time'>00:32:11</var> GMT+0</small><br><strong>Monitoring</strong> - We believe we have identified and resolved the main issue, and are continuing to monitor for any remaining user impact. .</p> <p><small>Nov <var data-var='date'> 14</var>, <var data-var='time'>00:38:40</var> GMT+0</small><br><strong>Resolved</strong> - The issue is now resolved. We appreciate everyone's patience and understanding!.</p> ]]> Thu, 14 Nov 2024 00:17:44 +0000 https://status.philo.com/incident/cm3gk9shv000c10dum6zf6gcd https://status.philo.com/incident/cm3gk9shv000c10dum6zf6gcd Channel outage: all AMC channels Type: Incident 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! Type: Incident

Duration: 1 hour and 50 minutes

Affected Components:

<p><small>Oct <var data-var='date'> 27</var>, <var data-var='time'>12:43:10</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Oct <var data-var='date'> 27</var>, <var data-var='time'>14:07:13</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> <p><small>Oct <var data-var='date'> 27</var>, <var data-var='time'>14:33:32</var> GMT+0</small><br><strong>Resolved</strong> - The AMC channels have been restored. Thank you for your patience during this issue!.</p> ]]> Sun, 27 Oct 2024 12:43:10 +0000 https://status.philo.com/incident/cm2rkz4ho003dc3veoha9p934 https://status.philo.com/incident/cm2rkz4ho003dc3veoha9p934 Channel outages: A&E, LMN, Lifetime, & History Type: Incident 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. Type: Incident

Duration: 1 hour and 32 minutes

Affected Components:

<p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>03:32:16</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>03:57:46</var> GMT+0</small><br><strong>Monitoring</strong> - We have confirmed that Vice and FYI are now fully operational..</p> <p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>05:03:46</var> GMT+0</small><br><strong>Resolved</strong> - All channels affected are back up and running! Thank you for your patience and understanding..</p> ]]> Wed, 2 Oct 2024 03:32:16 +0000 https://status.philo.com/incident/cm1rbabg2001rezkidluptn31 https://status.philo.com/incident/cm1rbabg2001rezkidluptn31 Support - Phone System Maintenance Type: Maintenance 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 Type: Maintenance

Duration: 15 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>17:45:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>17:30:00</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> <p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>17:30:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> ]]> Thu, 26 Sep 2024 17:30:00 +0000 https://status.philo.com/maintenance/cm1jjaxjr00b6ywnbxuwlyoow https://status.philo.com/maintenance/cm1jjaxjr00b6ywnbxuwlyoow Support - Phone System Maintenance Type: Maintenance 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! Type: Maintenance

Duration: 15 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>07:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>07:15:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>07:00:00</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> ]]> Thu, 26 Sep 2024 07:00:00 +0000 https://status.philo.com/maintenance/cm1ii1ctm000j8gy4aqqf6yx4 https://status.philo.com/maintenance/cm1ii1ctm000j8gy4aqqf6yx4 Active outage— unable to play video, error code ds-1.1 Type: Incident 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. Type: Incident

Duration: 29 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 17</var>, <var data-var='time'>19:26:00</var> GMT+0</small><br><strong>Resolved</strong> - We have resolved the issue and will continue to monitor the situation. Thanks everyone for your patience while we fixed things!.</p> <p><small>Sep <var data-var='date'> 17</var>, <var data-var='time'>18:57:05</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> ]]> Tue, 17 Sep 2024 18:57:05 +0000 https://status.philo.com/incident/cm16spvbs001pcm27gbduy7od https://status.philo.com/incident/cm16spvbs001pcm27gbduy7od Error during playback: PF-1.5 on Android and FireTV Platforms running older app versions Type: Incident 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. Type: Incident

Duration: 4 hours and 14 minutes

Affected Components:

<p><small>Jul <var data-var='date'> 2</var>, <var data-var='time'>02:39:45</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Jul <var data-var='date'> 1</var>, <var data-var='time'>22:25:51</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Jul <var data-var='date'> 2</var>, <var data-var='time'>01:11:50</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Mon, 1 Jul 2024 22:25:51 +0000 https://status.philo.com/incident/cly3jtx7q797529smxqt31rxve https://status.philo.com/incident/cly3jtx7q797529smxqt31rxve Error during playback: PF-1.1 on Web, Web-TV, and Chromecast Platforms Type: Incident 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. Type: Incident

Duration: 27 minutes

Affected Components:

<p><small>Jun <var data-var='date'> 10</var>, <var data-var='time'>23:22:16</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Jun <var data-var='date'> 10</var>, <var data-var='time'>22:55:14</var> GMT+0</small><br><strong>Investigating</strong> - 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..</p> <p><small>Jun <var data-var='date'> 10</var>, <var data-var='time'>23:01:48</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Mon, 10 Jun 2024 22:55:14 +0000 https://status.philo.com/incident/clx9kmtob147794bhlsf0kv3h9q https://status.philo.com/incident/clx9kmtob147794bhlsf0kv3h9q Issue with show pages loading Type: Incident 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. Type: Incident

Duration: 2 hours and 28 minutes

Affected Components:

<p><small>Jun <var data-var='date'> 4</var>, <var data-var='time'>21:57:56</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> <p><small>Jun <var data-var='date'> 4</var>, <var data-var='time'>23:23:32</var> GMT+0</small><br><strong>Monitoring</strong> - Our engineering team has implemented a fix and are currently monitoring the results..</p> <p><small>Jun <var data-var='date'> 5</var>, <var data-var='time'>00:25:42</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Tue, 4 Jun 2024 21:57:56 +0000 https://status.philo.com/incident/clx0xy0dp101613bln3dqeqo2xz https://status.philo.com/incident/clx0xy0dp101613bln3dqeqo2xz Support - Phone and Chats System Type: Incident 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. Type: Incident

Duration: 57 minutes

Affected Components:

<p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>11:34:34</var> GMT+0</small><br><strong>Monitoring</strong> - 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!.</p> <p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>12:32:03</var> GMT+0</small><br><strong>Resolved</strong> - We've completed our updates! Thanks for hanging in there with us. .</p> ]]> Mon, 3 Jun 2024 11:34:34 +0000 https://status.philo.com/incident/clwyw8hv1105345bko8fpjx5fjm https://status.philo.com/incident/clwyw8hv1105345bko8fpjx5fjm Roku service issue causing Philo app to not load with error code -60 Type: Incident 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." Type: Incident

Duration: 1 hour and 28 minutes

Affected Components:

<p><small>May <var data-var='date'> 7</var>, <var data-var='time'>21:50:09</var> GMT+0</small><br><strong>Monitoring</strong> - 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!.</p> <p><small>May <var data-var='date'> 7</var>, <var data-var='time'>23:18:18</var> GMT+0</small><br><strong>Resolved</strong> - 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.".</p> ]]> Tue, 7 May 2024 21:50:09 +0000 https://status.philo.com/incident/clvwxc5aw86746b7oohv8e3sxe https://status.philo.com/incident/clvwxc5aw86746b7oohv8e3sxe Support - Phone and Chat systems Type: Incident 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. Type: Incident

Duration: 26 minutes

Affected Components:

<p><small>May <var data-var='date'> 3</var>, <var data-var='time'>17:38:57</var> GMT+0</small><br><strong>Investigating</strong> - 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..</p> <p><small>May <var data-var='date'> 3</var>, <var data-var='time'>18:04:28</var> GMT+0</small><br><strong>Resolved</strong> - Great news! Our phone and chat systems are back online and the issue has been resolved. We apologize for the inconvenience..</p> ]]> Fri, 3 May 2024 17:38:57 +0000 https://status.philo.com/incident/clvqylojk215291azoj6ews172v https://status.philo.com/incident/clvqylojk215291azoj6ews172v App Issue - Trying to play content from deep link on Android and Fire TV devices causes crash Type: Incident 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)** Type: Incident

Duration: 1 day, 19 hours and 20 minutes

Affected Components:

<p><small>Apr <var data-var='date'> 27</var>, <var data-var='time'>18:51:13</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> <p><small>Apr <var data-var='date'> 29</var>, <var data-var='time'>14:11:06</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved! Please make sure to update to the latest app version (**7.2.15-283857)**.</p> ]]> Sat, 27 Apr 2024 18:51:13 +0000 https://status.philo.com/incident/clvigji741138ben5numgj9t0 https://status.philo.com/incident/clvigji741138ben5numgj9t0 Active Outage - Several channels are experiencing issues Type: Incident 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. Type: Incident

Duration: 2 hours and 37 minutes

Affected Components:

<p><small>Mar <var data-var='date'> 26</var>, <var data-var='time'>00:17:38</var> GMT+0</small><br><strong>Investigating</strong> - Several channels are experiencing issues. We are aware and investigating. We apologize for this inconvenience and will have updates soon. .</p> <p><small>Mar <var data-var='date'> 26</var>, <var data-var='time'>01:18:15</var> GMT+0</small><br><strong>Identified</strong> - We've identified the issue and are working on a fix. .</p> <p><small>Mar <var data-var='date'> 26</var>, <var data-var='time'>02:37:34</var> GMT+0</small><br><strong>Monitoring</strong> - A fix has been pushed through and we are monitoring. .</p> <p><small>Mar <var data-var='date'> 26</var>, <var data-var='time'>02:54:08</var> GMT+0</small><br><strong>Resolved</strong> - We've resolved this issue and channel playback should be back to normal. Our apologies for the interruption. .</p> ]]> Tue, 26 Mar 2024 00:17:38 +0000 https://status.philo.com/incident/clu7mo6pb15450b6omg16ug7v4 https://status.philo.com/incident/clu7mo6pb15450b6omg16ug7v4 Active Outage - Catchy Comedy, MeTV, Start TV, and Story TV are experiencing issues Type: Incident 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. Type: Incident

Duration: 30 minutes

Affected Components:

<p><small>Mar <var data-var='date'> 25</var>, <var data-var='time'>23:35:58</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> <p><small>Mar <var data-var='date'> 26</var>, <var data-var='time'>00:06:19</var> GMT+0</small><br><strong>Resolved</strong> - The channels have been restored. The issue is now resolved. .</p> ]]> Mon, 25 Mar 2024 23:35:58 +0000 https://status.philo.com/incident/clu7l6lsg132667bmmuukwar6v2 https://status.philo.com/incident/clu7l6lsg132667bmmuukwar6v2 Support - Phone and chat system down Type: Incident 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. Type: Incident

Duration: 2 hours and 49 minutes

Affected Components:

<p><small>Jan <var data-var='date'> 11</var>, <var data-var='time'>02:00:18</var> GMT+0</small><br><strong>Resolved</strong> - 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. .</p> <p><small>Jan <var data-var='date'> 10</var>, <var data-var='time'>23:11:23</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> <p><small>Jan <var data-var='date'> 11</var>, <var data-var='time'>00:39:38</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> ]]> Wed, 10 Jan 2024 23:11:23 +0000 https://status.philo.com/incident/clr8ea3jv54672bmoixau525vs https://status.philo.com/incident/clr8ea3jv54672bmoixau525vs Channel outages: Catchy Comedy, Heroes & Icons, MeTV, MOVIES!, Start TV, Story Television Type: Incident 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. Type: Incident

Duration: 27 minutes

Affected Components:

<p><small>Dec <var data-var='date'> 29</var>, <var data-var='time'>00:38:44</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Dec <var data-var='date'> 29</var>, <var data-var='time'>01:05:28</var> GMT+0</small><br><strong>Resolved</strong> - All channels are now operating properly again..</p> ]]> Fri, 29 Dec 2023 00:38:44 +0000 https://status.philo.com/incident/clqpwocfi10508bkob7eyt3cye https://status.philo.com/incident/clqpwocfi10508bkob7eyt3cye Channel outage: Heroes & Icons and American Heroes Channel Type: Incident 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. Type: Incident

Duration: 5 days, 16 hours and 31 minutes

Affected Components:

<p><small>Oct <var data-var='date'> 26</var>, <var data-var='time'>01:46:13</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> <p><small>Oct <var data-var='date'> 26</var>, <var data-var='time'>04:02:44</var> GMT+0</small><br><strong>Resolved</strong> - Heroes & Icons as well as American Heroes Channel are back up and running. Thank you for your patience while we resolved this issue..</p> ]]> Thu, 26 Oct 2023 01:46:13 +0000 https://status.philo.com/incident/clo6iwmsy4584b6oebbeobmmx https://status.philo.com/incident/clo6iwmsy4584b6oebbeobmmx “Sun outage” affecting multiple programmers Type: Incident 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! Type: Incident

Duration: 7 days, 6 hours and 20 minutes

Affected Components:

<p><small>Oct <var data-var='date'> 6</var>, <var data-var='time'>16:23:44</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> <p><small>Oct <var data-var='date'> 7</var>, <var data-var='time'>01:56:45</var> GMT+0</small><br><strong>Monitoring</strong> - **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.</p> <p><small>Oct <var data-var='date'> 13</var>, <var data-var='time'>22:43:19</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved, thank you for your patience!.</p> ]]> Fri, 6 Oct 2023 16:23:44 +0000 https://status.philo.com/incident/clnetfgzf8111i2mvxq39bd93 https://status.philo.com/incident/clnetfgzf8111i2mvxq39bd93 Degraded performance on Discovery channels Type: Incident 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. Type: Incident

Duration: 6 days, 23 hours and 15 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 22</var>, <var data-var='time'>16:15:29</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved, thank you for your patience!.</p> <p><small>Sep <var data-var='date'> 15</var>, <var data-var='time'>17:00:00</var> GMT+0</small><br><strong>Identified</strong> - 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. .</p> <p><small>Sep <var data-var='date'> 21</var>, <var data-var='time'>18:27:20</var> GMT+0</small><br><strong>Identified</strong> - 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!.</p> <p><small>Sep <var data-var='date'> 21</var>, <var data-var='time'>21:45:24</var> GMT+0</small><br><strong>Monitoring</strong> - All outstanding alerts have been cleared and we are currently monitoring the channel feeds..</p> ]]> Fri, 15 Sep 2023 17:00:00 +0000 https://status.philo.com/incident/clms4jflb13232b3om2py8ccc2 https://status.philo.com/incident/clms4jflb13232b3om2py8ccc2