Incidents are flagged automatically when an interruption to the encoder connection or audio signal is detected by our Ingest servers. If an incident fits the thresholds set in your notifiable settings you will recieve a notification to the set destination (either SMS, Email, MS teams or Slack).


Incidents of all duration are logged in Portal and can be viewed on your station page under the Ingest watch module. Historical incidents can be exported under the "Reports" tab in Portal Station pages.


This article explains what each type of notification means and some links to some useful troubleshooting guides to help in each scenario. Ensure you are reading the correct incident definitions for your stream type as the impacts vary between our ingest-audio service and our ingest premium-service.


Ingest Audio Incidents


Disconnected:

A disconnected notification indicates that your encoder connection to the server has terminated. For Ingest Audio streams this will be service affecting and impact your listeners.


    Impact: Live listeners will be disconnected at time of incident and new listeners will be unable to connect to your stream for the duration of the incident.


    Recovery Status: Connected - A connected notification will be triggered when a stable encoder     connection is detected on the server. At this point, listeners will be able to reconnect to the stream



Silence:

A silence alert indicates that no audio has been detected from the active ingest server. Silence alerts only appear in the scenario where the encoder is connected to the stream.


    Impact: As the encoder is still connected , listeners will not be disconnected from the stream. However, as the stream will be inaudible, natural audience dropoff can be expected for the duration of the incident.


    Recovery Status: Audible - an 'Audible' notification will be triggered when an audio signal is detected on the mount by the server following a silence.


Unstable:

An unstable notification indicates that there have been at least 3 disconnections and reconnections  detected in the space of ten minutes. The incident will remain active for a minimum of 30 mins after the last-detected disconnection and only recover if the stream has remained connected without interruption for that duration.


    Impact: Listeners will be disconnected at the point of the disruption. New listeners may struggle to connect to the stream for the duration of the instability. 


    Recovery Status: Stable - A stable notification will be triggered if the stream has remained connected without interruption for at least 30 mins after the last reconnection.


Ingest Premium Incidents


A note on Primary and Backup incidents:

The Premium contribution array allows for two simultaneous to a primary server (afeeds) and a backup server (bfeeds). If a server-side issue affecting the primary server occurs, Listener traffic will bediverted to the backup server. 


Our best-practice tip is to contribute encoder connections to both of these servers if you have the capacity to. Be aware that encoder contribution issues to the primary servers (afeeds) will trigger the automated backup on the mount itself, NOT the traffic diversions  to the backup server as mentioned above. Please treat Primary encoder notifications with this in mind.


If you are unsure on your current configuration setup, feel free to raise a ticket with our support team.

Disconnected:

A disconnected alert indicates that your encoder connection to the premium mount's encoder input has terminated. 


    Impact: If this a Primary incident, Listeners will remain connected hear the backup content being served from your live feed in Timbre for the duration of the incident. 


If this is a Backup incident only, your live stream will not be affected. However, should there be a server-side outage affecting the primary server during the incident, your listeners will be diverted to the backup content from Timbre as opposed to your live encoder feed.


    Recovery Status: Connected - A connected notification will be triggered when a stable encoder     connection is detected on the premium mount. Provided an audible signal is being sent your stream's content will revert to the encoder feed in accordance with your premium stream fallback preferences.



Encoder-Silence:

An Encoder-Silence notification indicates that the mount's encoder input has not detected a signal louder than -40dB from the encoder.


    Impact: If this a Primary incident, Listeners will remain connected hear the backup content being served from your live feed in Timbre for the duration of the incident. 


If this is a Backup incident only, your live stream will not be affected. However, should there be a server-side outage affecting the primary server during the incident, your listeners will be diverted to the backup content from Timbre as opposed to your live encoder feed.


    Recovery Status: An encoder-audible notification will be triggered when a persistant audio signal above -40dB is detected on the premium mount's encoder input. Your stream's content will revert to the encoder feed in accordance with your premium stream fallback preferences.


Silence:

A silence notification indicates that the premium stream has become totally inaudible. In this scenario one of the two above incidents will have occured and the backup feed is silent. This is most likely due to content being missing or unavailable in the Timbre Live Feed or there is a deliberately-placed 'silence file' in the Timbre Live Feed.


    Impact: If this is a primary incident, listeners will not be disconnected from the stream. However, as the stream will be inaudible, natural audience dropoff can be expected for the duration of the incident.


If this is a backup incident, There will be no affect on the live stream. However, should there be a server-side outage affecting the primary server during the incident, your listeners will hear silence.


    Recovery Status: Audible - This notification is triggered when audible signal is detected on the backup. Note - This does not necessarily indicate an encoder feed recovery. Check for an encoder-audible or connected status before confirming your stream has returned to it's expected state.