A Message to Our Community Regarding Bugs

avatar hello

We would like to thank everyone who has continued to support us, while we work to sort out the many issues on the site right now. These are not the standards of service that we strive to provide, and we are working on gathering the resources that we need to do a better job supporting our communities.



Translated into BR Portuguese by BA Nantes
Translated into Spanish by BA Orlando
Translated into German by BA Lukas
Translated into Dutch by BA Max
Translated into Danish by trial BA JinKx



Essentially, almost all the bugs on the site right now are caused by lag issues. Interest in the new design of the site and Turntable shutting down has resulted in a surge of people visiting the site. This has been on top of the substantial growth we’ve been experiencing for the past year, which began to strain the site several months ago. On busy days, we now get about 100 times more traffic than when most of the backend code of the site was written. That’s a lot for any site to handle, and is completely unrelated to the new design.

Yes, we were aware of these problems, and we’ve been working to address them. Prior to these bugs, we had already launched a new, robust chat engine, and had begun testing a more efficient media player. Though it may seem like nothing has been done for a couple months now, many of the changes are not explicitly visible on the front end of our site. Still, we will admit that development has not moved as quickly as we would like, mostly because our Development Team is very small. For months we’ve been trying to find the right, talented developers to join our team, and we have only just found the talent that we need.

Based on the incredibly helpful feedback of our community on our help desk, we’ve identified the following common issues:

  • When a song ends, the player does not automatically advance to the next song
  • Points are not updating correctly
  • After a song plays it does not automatically move to the bottom of a playlist
  • People are unable to join communities or load the site
  • Changes to staff do not update correctly
  • Banning and unbanning do not update correctly
  • Changes to the DJ waitlist do not update correctly
  • When people leave the site, their avatar stays in the community

Additionally, Soundcloud has been having their own stability issues completely independent of our issues. We have been working with Soundcloud’s support team to resolve these issues.

Thank you so much for the offers for help and donations. We cannot express how deeply your support touches us. Reading through your comments always puts us in a better mood. We are financially healthy, and we’ve just hired a new developer this week. So for now, we will not ask any more of our communities than their continued patience and support.

Please remember that we’re still a small, startup company with limited resources, working around the clock to bring you plug.dj for free. We do this because we are dedicated to building positive international communities for sharing and discovering music. The same bugs that affect you, affect us. We are not happy about it either, but we can’t afford to get frustrated. Instead, our team is staying positive, and working for you through Thanksgiving, because we are thankful for every member of every community on our site.

If you are experiencing any issues we did not mention, please make sure that you submit them to our help desk.

44 thoughts on “A Message to Our Community Regarding Bugs

  1. OriginNRG (Radiant Music)

    Thanks for the update! Its much obliged to hear back from the admins of plug on what the situation is. Is there a rough estimate on when we will start to see some improvement. I think the main issue is when there is too many users for the servers to handle, thats when most of those bugs seem to arise. When its quiet theres only a couple of bugs.

    I have noticed when a high volume of users come to plug.dj, you get the issues of songs not automatically changing, points not updating, songs not moving to the bottom of your playlist, unable to join communities, unable to load plug.dj at all or hangs, staff changes don’t update, bans/unbans don’t update, and changes to the waitlist do not update. All of the bugs basically a part from “ghost avatars” are all a result it seems of high volume of traffic. I am sure this will improve over time ;)

    Keep it up. Can’t wait to see improvements!

    Reply
  2. OriginNRG (Radiant Music)

    Apparently my message needs approval so I will split it down…
    Thanks for the update! Its much obliged to hear back from the admins of plug on what the situation is. Is there a rough estimate on when we will start to see some improvement. I think the main issue is when there is too many users for the servers to handle, thats when most of those bugs seem to arise. When its quiet theres only a couple of bugs.

    Reply
  3. Luna Lux

    Thank you for the effort and concern you have put forth – it is both evident and appreciated. As a member of a community that recently moved here from Turntable, I have been genuinely impressed by your responsiveness. You are a team that understands and cares about the communities on this site and that bodes well for all of us. When all the bugs are squashed and you have some time to relax, we invite you to drop into [T]rance[H]ouse[C]hill for some beautiful music. ♥

    Reply
  4. Andrew

    I’ve made friends with a bunch of people from the site. I’ll still be back regardless of bugs. I don’t just support you guys. The community here has become friends with itself, and thus will support not only you-but itself as well.

    http://plug.dj/the-deep/ is the room I’m in most times, I know some of the people by a first name basis. That is something I enjoy being a part of.

    With that said, I’ll wait until the bugs are fixed to return, just so that I’m not causing the strain to ruin someone else’s plug.dj experience.

    Reply
  5. Uricorn

    Our community has remained positive and we are very understanding of the situation. Fortunately the API has helped us deal with some of the bugs so we can continue focusing on the music and less on problems.

    Good luck fixing everything, we will be here through it all. :)

    Reply
  6. eric threadgill

    appreciate the work you guys are doing..everything i do to try to get to my login is not working. searching plug.dj sends me to site not found?? just putting out the info..thanks again for all your hard work..i’ll keep trying later

    Reply
  7. Bram Driesen

    A few other bugs that I know:
    – When a DJ skips by himself, the person that should be playing also gets skipped
    – When you pop out the chat window and @mention some ppl, all the names will be pasted in the chat of the main screen.
    – Sometimes when you join, right before you get in you hear “mention sounds” when you get in it will mark the “@” sign as a mention for you…
    – Random reconnects
    – People randomly getting kicked out of the wait list.
    – Amount of people in the room not being displayed correctly.
    – API problems + A lot (really a lot) of errors in the console screen.

    I hope some on from the staff will have a look at this!

    Reply
  8. Skyler

    If you guys designed new skins and made them purchaseable, I think a lot of people would donate to help you guys out.

    It’d be completely aesthetic, so there’d be no “muh premium features” rioting, but it would still bring in revenue for extra resources for development.

    Reply
    1. Jacob Allen

      I don’t know, Skyler… If Turntable showed anything it’s that spending all your time and money on aesthetics when there are actual functional issues with the site that still exist will only anger the community. Without royalties to pay, I think plug.dj can afford to ensure the full functionality of their site first, and then implement payed aesthetic options. People don’t like to pay for things until they feel that what they’re paying for is a finished, polished product. After all, in the end, I don’t think it’s the avatars that people are buying so much as a badge of proof that they have help a site which is well-deserving of their financial support.

      Reply
  9. The_Dreamer

    I joined this site a few days ago and have made a new community, where I have got to know other people from forum/blog sites, where I have invited them. It is very entertaining and addicting, even with just two people. Some people who are new to the site have stayed up until 2:30am because they couldn’t get off. It’s amazing when you meet others with the exact same musical taste as you.

    The only two problems we have encountered are:

    -You have to skip the DJ playing to advance to the next DJ/song.
    -The avatars stay in the group until you refresh the page.

    It’s not major but it’s great that you’re trying to fix the issues.

    Reply
  10. Jacob Allen

    Cheers guys, It’s great to see that you guys are aware of the major issues and working towards them. I’m a recent migrator from Turntable, and I’m glad to see how you’re paying attention to the wants of your users. Your commitment to customer service and addressing the desires of your user-base is refreshing to say the least, and I wanted to extend the congratulations and thanks of all of us recent-migrants who’ve spent so long griping over turntable’s long-standing issues. As much as I know many of the reasons that turntable had for it’s sluggish updates and financial struggles don’t apply to plug.dj, I’d just like to say that we understand that these things take time, and we’re happy to wait out the period of transition that this drastic increase of traffic you’ve experienced because of us has initiated. Just letting you know that we’re all very impressed with the attention you’ve payed to the community so far, and on your side in terms of the time it takes to iron our the kinks in your site. Thank you so much for providing this wonderful service to us all, and we wish you all the very best in growing plug.dj into what so far it seems to be creating: the most community-driven and personal music-sharing/discovery website around.

    Reply
  11. Psyduck

    as a user from back when the top room had 40 people, i can really see how much this site has grown, keep at it guys! and never stop working!

    Reply
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  13. NavySmurf

    One thing we’ve noticed in our room – the lag in the DJ history is creating a lag in the advancement of songs in the playlist queue. Once the DJ history updates (usually a 10-12 minute/2-4 song lag), the last song played moves to the bottom of the playlist and the next song shows up. Looks like if you can fix the lag in the DJ history, the song advancement issue will fix itself.

    Thanks for all the communication and work y’all are doing. Us tt.fm refugees appreciate it immensely!!

    Reply
  14. TJ

    Excellent, thank you for keeping us up to date. I did send out a support message on the forums before I found this post. Please disregard lol.

    Reply
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  24. GoldenMC

    Help? Everytime i want to join a lobby, this message displays on my screen: Sorry, we lost our connection to plug.dj. Click OK to refresh and try again. <<< Every single time. is there matinence right now? :(

    Reply
    1. Sachi

      Please try clearing your internet history and cookies. Then refresh your browser. If you’re still experiencing issues, then message our help desk (http://support.plug.dj) with as much information as possible. Sorry to hear you’re having problems joining us. We will do our best to help you.

      Reply
  25. XlukazadeX

    Whenever I put on a video it skips for other people but continues for me. How do I fix this? Also when I’m watching others videos, at the end of the video a loading screen comes up and I have to refresh the page to listen to the music, but my position in the wait list goes away.

    Reply

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