Eagle Media is aware of the issues that have happened in two of the last three weeks during our streaming of Hays High and Thomas More Prep-Marian football games.
We, like many of you, have been frustrated with the interruptions in a product you purchased.
The issues on both occasions have been traced back to trouble that HUDL has had. This means each of the incidents have been out of our control. We have been in constant contact with representatives at HUDL as to why these issues are happening and what is being done to resolve them. Their response is below for you to read.
We are committed to a high quality broadcast and believe in the work being done at HUDL.
We have also taken a pause to recognize the errors that have been made that are within our control and taken steps to assure the quality of the broadcast.
Go Indians! Go Monarchs!
Eagle Media - Hays
Jordan,
I saw your email exchange with Trudy that you wanted to talk with a manager from Hudl. I’m not a direct support supervisor, but I have been in the weeds with our product team this week and lead our streaming strategy here at Hudl. I wanted to apologize first on the issues you’ve encountered with the Hudl streaming service, and I wanted to give you an explanation of what happened most recently, as well as our steps moving forward.
Here's what happened this past Friday: a high volume of Friday night traffic caused an infrastructure bottleneck in our platform between approximately 6:50 and 7:10 PM CT. Produced livestreams using Production Truck and RTMP setups were affected, causing playback errors and buffering for viewers.
Our product team has identified the root cause, a database connection issue under peak load, and is actively deploying fixes this week. We are doing a test tomorrow morning for double our peak of volume on Friday to ensure this does not happen again and that our changes are working. We understand this has been a frustrating fall. The issues we’ve encountered so far have had different root causes. A Sept 11th issue was due to a login/authentication problem with our system that has since been fixed. For Sept 25, the work is underway and moving fast so that we are ready for this Friday and beyond.
I am sorry, again, for these issues but I wanted to let you know they are THE top priority to fix for our streaming squads so that you have a consistent experience for your viewers the rest of your fall.