robbyk
musec03
 
All the best back at you and thanks :)
 
This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God!
 
And thanks to Sonar and these forums and all these posters like yourself who are helping make the ride a pleasant journey, indeed, everyday.

those are words of wisdom.
my best to you as well / G,bless.

 
Hi Robby,
 I want to offer my best wishes.
 
mike.
 
 

robbyk
This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God!

 

robbyk
musec03 All the best back at you and thanks :) This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God! And thanks to Sonar and these forums and all these posters like yourself who are helping make the ride a pleasant journey, indeed, everyday.

All the best to you! Your story touched my heart this morning. It puts things into perspective.

To the OP, Groove3 has called me, emailed me and in general been great. I do think it's a under 10 person business. Who knows, could be on vacation. They are great to work with though. Don't give up or bash them yet.

Hello All, 
 
Asa Doyle here from Groove3... to the OP, I sincerely apologize for any oversight or inconvenience on our part... Customer service is something we truly pride ourselves on and something we try to deliver on to a high standard. I am sorry that this has not been your experience. Though I am not sure where in the process the problem occurred, it is on us to ensure a great experience, so I am sorry that is not what you have gotten. 

Please feel free to email me directly should you have any problems with communication in the future  are the best avenues for quick assistance generally and we always aim to respond in a timely manner. 

With respect to the problems you are having... my guess is that it is related to the videos being cached to the nearest CDN node to your geographic location, as we are not having system wide reports of this problem. The way the system works is that videos are cached from our media server, to a CDN node located nearest to you, so they are delivered as quickly as possible. It sounds like there was an issue in that process and that is why certain videos are not working. Can you perhaps try switching to the HTML5 player or if you were already using that, switch to the Flash Player and try to load the same videos. This should force a resend of the suspected videos in question. 

You can select the different players by logging in, then clicking the "Play" triangle icon located at the top of the site. 

To everyone else who has posted support or kind words about Groove3 on this thread, thank you very much for the support and recommendations, it really means a lot to us. 

Kind regards,
Asa Doyle
CEO

asadoyle
Hello All, 
 
Asa Doyle here from Groove3... to the OP, I sincerely apologize for any oversight or inconvenience on our part... Customer service is something we truly pride ourselves on and something we try to deliver on to a high standard. I am sorry that this has not been your experience. Though I am not sure where in the process the problem occurred, it is on us to ensure a great experience, so I am sorry that is not what you have gotten. 

Please feel free to email me directly should you have any problems with communication in the future  are the best avenues for quick assistance generally and we always aim to respond in a timely manner. 

With respect to the problems you are having... my guess is that it is related to the videos being cached to the nearest CDN node to your geographic location, as we are not having system wide reports of this problem. The way the system works is that videos are cached from our media server, to a CDN node located nearest to you, so they are delivered as quickly as possible. It sounds like there was an issue in that process and that is why certain videos are not working. Can you perhaps try switching to the HTML5 player or if you were already using that, switch to the Flash Player and try to load the same videos. This should force a resend of the suspected videos in question. 

You can select the different players by logging in, then clicking the "Play" triangle icon located at the top of the site. 

To everyone else who has posted support or kind words about Groove3 on this thread, thank you very much for the support and recommendations, it really means a lot to us. 

Kind regards,
Asa Doyle
CEO

 
Hi Asa, 
 
Thanks for the reply. Yeah I'll admit I was a bit miffed not to get a reply from either of two support requests that I made, but hey these things happen. Can't say I haven't made mistakes in my own business before (heck I make them on a daily basis ). 
 
Should have updated this thread a couple of days ago really, because I did find the solution. It was to play them in the HTML 5 player like you said. Previously I had been clicking through to the videos directly via the "Training Videos" link, which I presume was loading them in the Flash player by default. When I selected the HTML 5 player through the Play icon, the videos in question loaded fine. 
 
Thanks!

I can understand that was frustrating, but for what it's worth, it's not how we choose to run our business and certainly wasn't intended or from us lacking a desire to have great service. If you wouldnt mind emailing me with the email address you used to submit the request, that would be great, I would like to see where the ball fell through the cracks so we can address the issue. With that said and in large part due to this thread, we have decided to start implementing a ticketing system for support requests so it is easier for customers to know exactly when a ticket was submitted to us and for us to have a better log of when a customer was (or was not) correctly responded to. This has not been an issue for us, but we want to do everything we can to ensure great service going forward. 

Im glad that the problem was resolved for you by switching players. We are actively working on what we can do to minimize this CDN issue from happening in the future, in either player. Please let us know if you have any further problems and thanks for your business. 
 
All the best,
Asa

asadoyle
Hello All, 
 
Asa Doyle here from Groove3... 

Hi Asa.  Thanks for checking in.  While you're here, allow me to go a little OT.
 
I reported a problem with your (fairly) new iPad app.  Videos up to about eight minutes play fine.  Longer ones freeze at eight or nine minutes in.  Is this something you're aware of and working on?  I love the app, by the way.  Totally convenient to view the videos away from my computer.

Hi Dmbaer, 
 
Can you please try updating to the latest version of the app and see if the problem persists. We did address this with an update and it should be resolved, but let me know if you continue to have any issues. We are currently in process of updating for improved AppleTV support and external AV connecter through the data port, along with some other minor tweaks, so if you are experiencing issue with longer play videos still, I would like to address that as well before we submit. 
 
sharke, I got your PM, but I am unable to respond via PM until my account has been open on the forums for 3 days... We are looking into this right now and will respond via email to you. 
 
All the best,
Asa
 

asadoyle
Can you please try updating to the latest version of the app and see if the problem persists. We did address this with an update and it should be resolved, but let me know if you continue to have any issues.

Last weekend I ran the app store to see if there was an update and none was indicated, implying I had the latest version installed.  However, I'll try again this weekend and report back via your normal customer support channel.
 
Thanks for the reply.

asadoyle
Hello All,
 
Asa Doyle here from Groove3...
 
Kind regards,
Asa Doyle
CEO

Now how's THAT for good customer service?!?  She signs up on Cakewalk forums just to remedy your situation!!!  So Groove3 looks like a gal and her dog...haha!