Hope College CIT - Problems Accessing Spotify – Incident details

Campus WiFi experiencing degraded performance

Problems Accessing Spotify

Identified
Degraded performance
Started 5 months ago

Affected

Hope Infrastructure

Degraded performance from 11:32 AM to 11:23 AM, Operational from 11:23 AM to 1:08 PM, Degraded performance from 1:08 PM to 6:35 PM, Operational from 6:35 PM to 4:55 PM, Degraded performance from 4:55 PM to 12:00 AM

Campus WiFi

Degraded performance from 11:32 AM to 11:23 AM, Operational from 11:23 AM to 1:08 PM, Degraded performance from 1:08 PM to 6:35 PM, Operational from 6:35 PM to 4:55 PM, Degraded performance from 4:55 PM to 12:00 AM

Updates
  • Identified
    Identified

    A recent configuration change to our WiFi system is once again causing issues with the Spotify desktop client. We're actively looking into solutions for this. In the meantime, the Spotify website and mobile apps continue to work.

  • Resolved
    Resolved

    CIT has confirmed with several more test users that Spotify Desktop seems to be working once again. If you continue to have issues, please contact the CIT Help Desk at cit@hope.edu or 616.395.7670.

  • Monitoring
    Monitoring

    We think that we have made a change to how packets of information are treated on our network, and we have tested the change internally. It seems that Spotify Desktop is now working as expected again. Please reach out if you are still unable to use the Desktop client on Hope Personal Devices.

  • Investigating
    Investigating

    CIT continues to work with our vendor to try and diagnose the cause of this issue. Our original fix for this has not fully resolved the problem. Currently, the Spotify Desktop app continues to not function as expected while connected to only the Hope Personal Devices network. The Spotify website player and mobile apps remain unaffected.

  • Monitoring
    Monitoring

    CIT has received reports that updates installed on the morning of Monday, April 8, restored access to the CIT app from computers while connected to campus wireless.

    CIT will continue to monitor the issue until that has been confirmed.

  • Identified
    Identified

    CIT is aware of problems with accessing the Spotify app from computers while connected to campus wireless. We are currently working with the manufacturer of our networking equipment on a resolution, however at this point we do not have an estimate for when it will be fixed.

    Most report that they are able to access Spotify using a phone/tablet or by visiting spotify.com from their computer's browser.