[New Article]Letter to App Nation

[Yosef]

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Below is a message from David Jackson regarding the streaming issues that were encountered today. Many people are frustrated with GoASUTV/Neulion as a whole but we at Yosef's Cabin should understand firsthand (see our login issues that happened Monday) why not all technical issues are foreseeable or fixable with the flip of a switch. Please know that the video staff is working hard to address the issues facing the streaming portal and they'll continue to try and improve the online experience for all Appalachian fans.

Go ASU TV Subscribers and fans of Appalachian State Athletics, It pains me more than you know to have to write this letter to so many of you that have been loyal supporters of our programming efforts for many years.  Let me be among the first to apologize for the technical issues we had with the GoASU TV stream on today’s Sun Belt press conference.  As many of you can understand, we wanted nothing more than to put our best foot forward on one of the most historic days in our department’s history.  Unfortunately sometimes things occur that are out of our control, and today was the worst possible occurrences of “one of those days.”





Without getting overly technical, I can tell you today’s issues had nothing to do with server overload.  We have handled as many as 18,000 concurrent streams during football broadcasts over the years and those numbers were never threatened today.  The issue today had to do with a failed patch that was pushed out to correct our baseball streaming glitch a few weeks ago.  That patch actually worked this time, but in its wake, caused another set of issues that was not able to be seen until the stream went live.  This only affected certain viewers – those that were watching through a web based browser.  Those watching through the iPad App could watch in its entirety.  Needless to say the majority of our viewers watch over the traditional web.  Once the technical staff identified the problem, they were able to recalibrate the stream and it started showing normal (depending on how often your internet provider updates caches) during the 4:15-4:20 timeframe.





I realize this sounds like another set of hollow excuses, and I don’t blame many of you for feeling that way.  I can tell you that my staff and I work tirelessly to avoid these issues.  We tested our setup about a half-dozen times today, but the issues only manifested themselves after the stream became live.  We will continue to work with our provider until these issues get solved. Our intention is to put the best product forward with the resources we have available, and we will continue to do so.  We take a great deal of pride in being able to tell and share the Appalachian story with each of you, and today was a story we’ve been waiting to tell for quite some time.  We will have a full archive of the press conference posted online at GoASU.com shortly.  Our intention is to make the baseball broadcasts this weekend the absolute best they can be.





While we are not blessed with the infrastructure and resources that some other similar programs may have, I guarantee that no one has a staff that wears their work on their sleeves like we do in our office and the offices throughout our department.  We will stop at nothing to get these issues resolved.





I thank you for your patience, understanding, support, and trust, and I look forward to each of you enjoying this great time in our department amongst the rest of the Black & Gold nation.





Please feel free to contact me direct with any questions or concerns.





David Jackson
Associate Athletic Director

[GoAppsGo92]

Apology accepted, but would you put the damn press conference on YouTube or something so we could watch it... please?

[McLeansvilleAppFan]

Yes, Youtube it in full, and ask for some money back from NeuLion, if they are the ones sending the errant patches to us.

[appst89]

I appreciate everything DJ does for ASU. I don't think there is anyone who works harder than he does. We are fortunate to have him at ASU. Although I am more than just a little biased, I think he is the best in the biz. I do not blame him for what happened today and I believe he sincerely hated to have to write that letter. However, this is not the first major glitch we've had to endure with Neulion. I went through my own set of problems with them when they somehow created two accounts for me on goASU.com. There is a history of problems with our video feeds and I just wonder how long it is before we finally have to conclude this arrangement isn't working? I know David doesn't like writing those letters and we fans certainly don't like the circumstances that lead to their being written. I know David and his staff work tirelessly for ASU and I know they want to put out the best possible product. How many more of these issues does it take before we have to ask if their efforts are being fully utilized?

[JCline0429]

I appreciate everything DJ does for ASU. I don't think there is anyone who works harder than he does. We are fortunate to have him at ASU. Although I am more than just a little biased, I think he is the best in the biz. I do not blame him for what happened today and I believe he sincerely hated to have to write that letter. However, this is not the first major glitch we've had to endure with Neulion. I went through my own set of problems with them when they somehow created two accounts for me on goASU.com. There is a history of problems with our video feeds and I just wonder how long it is before we finally have to conclude this arrangement isn't working? I know David doesn't like writing those letters and we fans certainly don't like the circumstances that lead to their being written. I know David and his staff work tirelessly for ASU and I know they want to put out the best possible product. How many more of these issues does it take before we have to ask if their efforts are being fully utilized?

My son subscribed to this piece of hock from Knoxville and almost always had trouble with it buffetting (or whatever that is called). So it's no surprise that this thing went haywire, today.

[AppinATL]

I'm sorry, but this $#it happens every time! And every time we get the same apology and the same line about how every effort is being made to improve the experience, blah, blah, blah. DJ is doing his job well as always, but enough's enough. I just don't see the same issues to this extent anywhere else. Why can't we get it right?

[GoAppsGo92]

I'm sorry, but this $#it happens every time! And every time we get the same apology and the same line about how every effort is being made to improve the experience, blah, blah, blah. DJ is doing his job well as always, but enough's enough. I just don't see the same issues to this extent anywhere else. Why can't we get it right?

I agree, and seriously, I ask again, put the entire press conference on You Tube... Please.

[moehler]

I appreciate David taking the time to write a sincere apology, and trying to explain what happen, lot of guys would not have done this, BUT, as you guys stated, this has been going on for far too long, Im no IT guy, but it obvious there is a major problem. The one question I have is how many people actually pay for the membership each year to ASU TV? The reason I ask is if the numbers are low, them perhaps the real problem is we just cant afford to upgrade the system with the money made from subscriptions. I dont know, just grasping for any explanation to why this is happening.

[GoAppsGo92]

Finally been able to watch... need to forward to the 20 minute mark for it to start, but it is watchable. Thanks for getting it fixed.

[appgrad]

The one question I have is how many people actually pay for the membership each year to ASU TV? The reason I ask is if the numbers are low, them perhaps the real problem is we just cant afford to upgrade the system with the money made from subscriptions. I dont know, just grasping for any explanation to why this is happening.

He said we've had up to 18k watching the feed. If that's the case - 18k x $10 a month is 2 million in revenue. More than enough.

[skjellyfetti]

18k figure could be (free) audio as well as video?

[JCline0429]

The one question I have is how many people actually pay for the membership each year to ASU TV? The reason I ask is if the numbers are low, them perhaps the real problem is we just cant afford to upgrade the system with the money made from subscriptions. I dont know, just grasping for any explanation to why this is happening.

He said we've had up to 18k watching the feed. If that's the case - 18k x $10 a month is 2 million in revenue. More than enough.

What are we going to do should our audience be 40K or so? I personally feel that the feeds ought to be free of charge. We should be able to find the money somewhere.

[GoApps70]

First, math is wrong. 18K x $10/mo is $180,000 per month of course.

Why does every other university have enough technical people to do their own feeds.
Liberty U has a truck that goes to away football games and broadcasts their games back to them.
They even make money with that truck broadcasting other schools games when they have a home game or if it's not needed for them.
Georgia Southern's TV feeds are free.

I have missed many football games because of the feed. Now this.
Some people have waited 50 years for this announcement.

There are no excuses good or acceptable enough for this.
Plus it makes the whole university, fans and alumni look like idiots.

Enough is enough. Has been enough with this system for years.
Plus TV/media feeds of our athletic teams should be free.
They do not make enough from it to put up with this,
our students should be learning this. If not they can.
If Georgia Southern students can do it, ours certainly can.
We need a TV truck right away also, and rent it out when not being used.

[appst89]

First, math is wrong. 18K x $10/mo is $180,000 per month of course.

X 12 mos. = $2,160,000 per year.


We don't have anywhere close to 18,000 paying customers.

[MAD Doctor]

Apology accepted, but man, let's get this worked out. Everyone predicted it the day before, which shows that there is a problem.
With only sound, Peacock sounded alot like this guy:

[WXAPP]

Yeah the inconsistent and unreliable feed issues needs to go away. If we are going to play in the big sandbox, then our technical abilities to deliver a seamless, clear, reliable and enjoyable product are a MUST. For those of us who can't always make it up the mountain, if APP wants us connected and giving, then a reliable method of video delivery is paramount. Might be time to find a new company. Just saying. Spoken like a cable guy.... color me guilty.

[AppinVA]

Yeah the inconsistent and unreliable feed issues needs to go away. If we are going to play in the big sandbox, then our technical abilities to deliver a seamless, clear, reliable and enjoyable product are a MUST. For those of us who can't always make it up the mountain, if APP wants us connected and giving, then a reliable method of video delivery is paramount. Might be time to find a new company. Just saying. Spoken like a cable guy.... color me guilty.

This cable guy?


Or this cable guy?

[WXAPP]

LMAOF... I'll take Larry... Git R Done

[fjblair]

I'm sorry, but this $#it happens every time! And every time we get the same apology and the same line about how every effort is being made to improve the experience, blah, blah, blah. DJ is doing his job well as always, but enough's enough. I just don't see the same issues to this extent anywhere else. Why can't we get it right?

Yes it is bush and has always been bush. It can't be that @#&@**@**@ difficult . I mean this has been a problem since inception. Quit making excuses and fix the @!!##%$%# problem. New server , new software, new whatever just fix it! I mean it's 2013 and we are still dealing with mickey mouse romper room technology. Really inexcusable.

[JCline0429]

Yeah the inconsistent and unreliable feed issues needs to go away. If we are going to play in the big sandbox, then our technical abilities to deliver a seamless, clear, reliable and enjoyable product are a MUST. For those of us who can't always make it up the mountain, if APP wants us connected and giving, then a reliable method of video delivery is paramount. Might be time to find a new company. Just saying. Spoken like a cable guy.... color me guilty.

Plus one, and rep point, WXAPP.