App hardly works

**laureliz13** · 08-19-2012, 12:15 AM

So I've tried deleting and re-adding this app and it still won't work right. It won't load except when I turn my phone off then back on and will only work for about 5mins. It goes black freezes or says "event timed out" right away. When I go online to the Actual talk Disney website, it won't even load. It says that the browser can't connect to the host. I get emails every night saying people are posting so is it just something with my apple products? His has been going on for weeks.

**Winkster** · 08-19-2012, 01:43 AM

Very strange.

Both the app and the site are working fine right now so I'm guessing something isn't right at your end although it's odd that both aren't working at the same time.

WHen you say the website is also slow, were you using your phone still or have you tried it on PC? Have you tried your phone on a different wifi network?

**englanddg** · 08-19-2012, 03:09 AM

This screams connectivity. Are you using Wifi on the phone? Is it public or private Wifi?

The app and site are working fine for me, though I've noted times certain ISPs (*cough* Comcast) have hissy fits about it from time to time. This isn't specific to TalkDisney. I've seen Comcast have peering issues with Level3 and other providers before.

I hope you get it figured out. Who is your ISP? Have you had any issues with other sites?

**laureliz13** · 08-19-2012, 11:42 AM

After I typed this on my phone it went down again. It says I'm not authorized or something. I'll take a screen shot next time it does it which in sure will be in a minute. But I've tried on my phone, iPad, MacBookair, and iMac. It's the only website that won't work. I'm using Comcast Internet with apple airport wifi

And its private wifi

**Curious Alice** · 08-19-2012, 11:56 AM

That's strange. I've had no problems with computer or app.

**englanddg** · 08-19-2012, 02:07 PM

Try taking the iPhone off the WiFi and use your phone provider for the app (3g/4g). I highly suspect it is Comcast.

**kvannede** · 08-20-2012, 07:40 PM

Originally Posted by englanddg

Try taking the iPhone off the WiFi and use your phone provider for the app (3g/4g). I highly suspect it is Comcast.

Having problems with my Apple devices as well. I have a Mac and an iPad at home and for about a week I haven't been able to use the apps. My error message is that Safari could not connect to the server. I tried all the items that the help screen suggested, but it didn't work. At home I use Verizon FioS for my Internet connection. I can log on to TD at work and my iPad app worked at the airport. My iPhone is set to 3G/4G and I haven't had any issues with it. AT&T is my carrier for my iPhone. When I get home I am going to give Verizon tech support at call. I suspect my router is the issue.

**englanddg** · 08-21-2012, 03:09 AM

I don't know the details of TD's hosting, and don't care to find out, but I can say it has to do with the peering relationship between your ISP and TD's ISP. This sort of issue is extremely hard to diagnose, but does happen from time to time.

Without getting too technical, it has nothing to do with the app, or your iDevice or your computer. It's all related to the fact that your packets aren't being passed to the TD server, or the server response packets aren't reaching your host (I suspect the former, based on my experience).

This is something that TD admins are never going to be able to work out, because even if the server admin called the host (which I suspect is colo'd with most traffic running over Level3 or a comparable backhaul provider), if the packet never makes it to the Datacenter, the Datacenter and the server ISP will never admit the issue is on their end.

Likewise, regional providers like Comcast and Verizon (yeah, they seem national, but they are not), will consistantly deny that the service outage is on their side.

The only remedy I've found, since I am also in the website hosting business and don't have the weight of a google or an ebay to toss around at ISPs to get them to behave, is to wait or find an alternate connection.

It will be resolved eventually, but it's wholly on your ISPs side, I strongly suspect.

Good luck!

**laureliz13** · 08-21-2012, 09:53 AM

This is what I get on my phone

**Winkster** · 08-21-2012, 02:02 PM

Thanks englanddg for your helpful advice.

I'm sorry laureliz13 but I'm afraid there's nothing we can do from this side to help as there are no problems whatsoever with the site or the app.

I'm afraid the problem is something at your end so we really can't be of any more help.

**laureliz13** · 08-22-2012, 01:58 AM

I'm using it on 3G right now and I haven't had any problems for about 20 minutes. But thanks guys! It's just kind of annoying that it happened out of nowhere! Hopefully it gets straightened out soon.