SideReel's Exciting Transition & Previous Maintenance Work

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  • Updated 6 years ago
Over the past few weeks SideReel’s engineering and dev operations teams have been diligently working to transition SideReel’s service to new web servers. This is due to the recent sale of SideReel by Rovi to All Media Network, LLC. All Media Network, LLC was created by SideReel’s original founders and investors, which were involved with the company prior to Rovi’s acquisition of SideReel in 2011. All Media Network also includes the popular web properties AllMusic.com, AllMovie.com, AllGame.com and Celebified.com.

The move to new web servers has caused some periods of downtime for the SideReel.com service. We are working hard to reduce the number of maintenance periods during which the site is down and providing quality service to you 24 hours a day. We are already seeing faster response times on the site as a result of moving our web servers, which means you should see pages load faster.

One of the ongoing issues we’ve seen since the web server transition is some users have systems which have DNS cached our old web server location. If you are seeing the SideReel maintenance page, try visiting http://v4.sidereel.com instead. If you can see that site, then your issue is a DNS one. To clear your DNS, we recommend visiting this web address and following the instructions.

https://www.whatsmydns.net/flush-dns....

We are excited about the new/old ownership of SideReel. We feel this transition will ultimately be better for users, as it will allow us to focus on building products that are core to the SideReel brand without being obligated to build products for a larger corporation. We have exciting plans in the near future for building new and improved products for both mobile and desktop.

Questions or feedback? Email us at info@sidereel.com. We’d love to hear from you!
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Jen

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  • Excited

Posted 6 years ago

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Vinnie Montanarello

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This reply was created from a merged topic originally titled
Unable to connect to SideReal from my pc.


Haven't been able to open SideReel in approximately 5 days. It will either sit there and try Connecting or I get a message that the page is not available. Any suggestions?
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Jen

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If you are seeing issues with accessing SideReel, please follow these steps:
1. Close and restart your browser
2. Clear your browsers cache
3. Reboot your modem, router and computer

Unfortunately, there are still possible places within your Internet Service Provider itself that could be preventing your computer from getting the new server address. Rogers Internet for example seems to have users experiencing this problem.

The temporary fix that works for some is to use http://v4.sidereel.com. However that may not work for Facebook/Twitter login or for your tracker information.

The good news is the old DNS information should expire by next Monday 10/21 at the latest, and everyone should be able to see www.sidereel.com from any computer at that point.
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Lewis

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This reply was created from a merged topic originally titled
Sidereel not loading at all on chrome.


Title pretty much explains it;

For about a week now www.Sidereel.com will not load at all, it's been really hampering my ability to procrastinate by watching TV. What gives?
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daemonnn .

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This reply was created from a merged topic originally titled
Cannot open the site.


Hi.
I have a problem with opening the site which lasts for few days. After entering the address, the site is still loading and nothing happens for 30 seconds and longer... I had no such a problem before (tried it on 3 different browsers). Help please.
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daveb40361 .

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I have tried all the steps above including the http://v4.sidereel.com link, but sidereel still won't load most of the time for about a week.

On the rare occasion when it will load, it's extremely slow and only pulls up the home page, none of the links on the page will load.
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Jing Jing

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the same here
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Garth

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If you've already tried the steps above, can you let us know who your Internet Service Provider is?

Diagnosing DNS issues that have reached this point can be challenging as it's MOST likely broken on your Internet Service Providers end where we (Sidereel) can't contact them on your behalf.

To file an issue with your ISP's support, you can send the following description:

=======

Please help, my DNS appears to be broken when trying to reach http://www.sidereel.com. The current IP address should be pointing to 208.94.36.23.

Sidereel moved their server on 10/10/2013 and DNS records are configured to expire in 7 days (10/17/2013), however it is still not working. The alternate domain name http://v4.sidereel.com is also not working.

I have rebooted my computer, my router, my modem and cleared the information from my browser. Now Sidereel.com has asked me to forward this message to you for assistance.

======= END OF MESSAGE

----Beyond this line, there be Dragons!----

Technically minded members can try the following, however 99% of the time, this will only show the address of your local modem/router and will not be helpful.
http://www.cyberciti.biz/faq/how-to-f...

You can change your DNS server settings to use google (8.8.8.8) or openDNS (208.67.222.222), which may seem a little slower than your ISP's DNS (which is faster because it is closer [good] but remembering information longer than it's supposed to [bad and the likely source of the problem])
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daveb40361 .

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My ISP is BellSouth/ATT.
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Jing Jing

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My DNS address is 219.233.241.166
Ihave the same problem as daveb40361: can access for a few days, rare occasion having only the main page, then fail again to load the next page(log in)
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Jing Jing

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could anyone give me an answer please
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Jen

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We are sorry to hear you are continuing to have issues with the service. We are having our engineering team look into this and will post back to this thread shortly.
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Michelle Bird

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My IP is 194.168.4.100 I still cannot access this site 2 weeks on. Virgin Media are my suppliers.
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Joris-Jan Kraak

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This reply was created from a merged topic originally titled
Sidereel unreachable.


Hi sidereel. I always made fondly use of your tracker. But since a week or two I haven't been able to reach your site at all. Just getting a "This webpage is not available" for any page on your site. I live in Holland and have tried both Chrome and Firefox. I was wondering if you know a possible reason for this.
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impossiblegirl75

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I've had this issue for 3 weeks now. I'm not able to access the site using the IP address or the v4 link. I've used several different browsers, cleared my cache, flushed my DNS, and checked my firewall settings. It is only this site and it is only on one particular computer. We have two other PCs and an Android tablet on the same network that are able to get to Sidereel just fine and never had an issue, so I don't believe it's my ISP. My current workaround is either using my tablet to track my shows, which isn't ideal because the Android app is terrible, or using a proxy server to log in. This is also not ideal because of how slow the connection speed is.

Can someone please tell me other settings within my computer that I should check since I am able to access the site via a proxy server? Whatever the proxy bypasses has got to be what's messed up, right? I just don't know enough about how they work to know where to go from here.

For anyone else having this issue, here's the proxy I'm using 198.244.61.252: 20121. It's slow but it works :)
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Jen

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At this point all properly configured DNS systems through ISP's should have updated.

In case someone is reading this message in the future, the following post may no longer be valid, google 'nslookup' and search for www.sidereel.com to get the current setting:

http://208.94.36.23

If you can not access our site using the above address, then there is some issue connecting to our servers directly.

Inexplicably, if this IP address works directly but http://sidereel.com does not, it means some part of your browser/computer/wifi/router/ISP is not letting go of the old address even though it has expired.

To switch to a new DNS server (eg: google or opendns) you can use the following link. This will help you change your Windows, Linux, mac, mobile device or even your home router. Note, you don't need to register to opendns to

https://store.opendns.com/setup/

Google's DNS servers: 8.8.8.8 and 8.8.8.4
OpenDNS servers: 208.67.222.222 and 208.67.220.220
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Garth

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The goal of changing DNS is to make sure nothing is remembering old information.

Next we have to presume there is some actual issue connecting to the servers themselves:

http://208.94.36.23

If you can't connect to the site via the number address, then there is a different kind of issue in play.

To help diagnose this information, please send an email to broken@sidereel.com with the following:

1. Best time and method to contact you if we can/need.

2. Name of your internet service provider: (eg: yahoo, netzero, att, comcast, etc)

3. Name and version of your operation system (windows 7 home edition, CentOS 5 linux, etc)

4. Name and version of your browser/application(webtv/htpc/etc)

5. Current DNS settings - use the https://store.opendns.com/setup/ link to discover the current DNS servers
5a. If the address you see looks like 10.X.X.X or 172.X.X.X or 192.168.X.X then your DNS is coming from some local device (wifi router, etc), please try to follow the link above to login and get the DNS settings from your device)

6. Internet path to our servers - go to this link
http://help.expedient.com/general/pin...

And run the appropriate traceroute/tracert command to www.sidereel.com. Send a screenshot or cut and paste the results.

When running you should see:
Tracing route www.sidereel.com [ 208.94.36.23 ]

If you see a different set of numbers than what I've listed here, please also do a traceroute/tracert to 208.94.36.23 so we can compare the results.

Again, we apologize for the inconvenience, and appreciate your patience as we dig deeper into the issue. Please provide all the information in the same email, even if you've sent it to us in the past so that everything we need is in one place.

Garth

It is ok if you see some lines like these during the traceroute:

3 * * *
4 * * *

Those are servers that don't respond with identifying information, but please send the complete list including the anonymous (*) hops.
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Michael Freeman

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This reply was created from a merged topic originally titled
why is sidereel blocking one of IP adresses?.


One of my computers can no longer get a responce when I type any sidereel adresses in to the bar for webpages I've used for years. Now they don't work on my main computer.
I have cleared history, cache, etc... Not Happy!
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Ilana Mendonca

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This reply was created from a merged topic originally titled
sidereel doesn't work!.


Hi! I'm Ilana from Brazil and I used to track all my shows on sidereel but sidereel is not working for me (it's been 3 weeks or so). It doesn't open!

I've tried different computers..

Do you know what's going on?
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lesley g

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I've communicated with you via your FB page for weeks on this issue. I'm a user in Canada, my ISP is Shaw. I was given a brush off and told that if I still couldn't access the website, it wasn't your problem, it was mine.

I've cleared cache, flushed DNS over and over .. I haven't been able to access Sidereel in probably a month now UNLESS I sign in on VPN as a USA computer. I use the same computer, browser etc - but for some reason when using a USA VPN IP, I can access your website with no issues.

Obviously I don't want to do that - I use justfreevpn.com and it is slow as molasses compared to my "normal" ISP access.

I really did like using Sidereel to track my viewing preferences and history. Help!
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Jen

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Hi Lesley,

The goal of changing DNS is to make sure your ISP or systems nothing is remembering our old address information.

If you have flushed your DNS cache, we have to presume there is some actual issue connecting to the servers themselves. Try connecting to this server:

http://208.94.36.23

If you can't connect to the site via this number/IP address, then there is a different kind of issue in play.

To help diagnose this information, please send an email to broken@sidereel.com with the following:

1. Best time and method to contact you if we can/need.

2. Name of your internet service provider: (eg: yahoo, netzero, att, comcast, etc)

3. Name and version of your operation system (windows 7 home edition, CentOS 5 linux, etc)

4. Name and version of your browser/application(webtv/htpc/etc)

5. Current DNS settings - use the https://store.opendns.com/setup/ link to discover the current DNS servers
5a. If the address you see looks like 10.X.X.X or 172.X.X.X or 192.168.X.X then your DNS is coming from some local device (wifi router, etc), please try to follow the link above to login and get the DNS settings from your device)

6. Internet path to our servers - go to this link
http://help.expedient.com/general/pin...

And run the appropriate traceroute/tracert command to www.sidereel.com. Send a screenshot or cut and paste the results.

When running you should see:
Tracing route www.sidereel.com [ 208.94.36.23 ]

If you see a different set of numbers than what I've listed here, please also do a traceroute/tracert to 208.94.36.23 so we can compare the results.

Again, we apologize for the inconvenience, and appreciate your patience as we dig deeper into the issue. Please provide all the information in the same email, even if you've sent it to us in the past so that everything we need is in one place.

Garth

It is ok if you see some lines like these during the traceroute:

3 * * *
4 * * *

Those are servers that don't respond with identifying information, but please send the complete list including the anonymous (*) hops.
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lesley g

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PS. I can't access the website by name or by the IP address.
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lesley g

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Jen, I did go through all those steps & sent off an email last night. Someone hopefully has received it with the screenshots of the traceroute & ping results and will get back to me soon. Thanks.
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lesley g

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Jen, Garth - whomever is monitoring this support thread. I did send the information & screenshots in as requested 3 days ago. I haven't received any response,automated or otherwise.

Can someone please review & email me back with a solution?
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Garth

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Pardon us for the delay.

Thanks to the members who have forwarded their information, we've seen an (intermittent) pattern in networking that is unrelated to DNS (which does finally appear to be resolved).

The good news is that this problem may explain all the issues we are having except for problems with sending email (mail is a separate known issue).

The bad news is that this issue is occurring 'upstream' of our network and it may take a few more days to resolve.
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impossiblegirl75

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Thanks for the update Garth! Fingers crossed :)
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lesley g

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Appreciate the update - just checked & website still will not load for me without me first signing onto a VPN that makes it appear that I'm not in Canada, but the USA
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Paulina Kotlarek

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This reply was created from a merged topic originally titled
I want SideReel back on my pc! :(.


I have strange problem. Since last week I cannot open SideReel on my computer. From smart phone or another pc I can. I cleaned all cookies, history, did everything that Support suggested in other topics. Still, no effect. Maybe you will help me with that? :(
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Jen

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Hi Paulina, we are having some known issues as a result of moving our servers. Which country are you writing from?

You can see more details about the issue in this thread.
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lesley g

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Jen, any idea when I might expect a response to my email with attachments (as requested in your troubleshooting procedures)? I sent them 10 days ago now.
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lesley g

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Ok it's been a couple of months now - still no responses on here or to my email - I attached all the info requested for trouble shooting. What's up guys? I still can't access your website!!