Issue: TuneCore users are unable to access the Lyric/Utopia vATM portal to request advances and see account statements. After clicking "Request My Advance", and then "I Agree" to the terms, users see an error message like this:
We were unable to process your advance.
Please contact support here: https://support.tunecore.com/hc/en-us/requests/new
Additionally, due to the issue, account statements and outstanding balances cannot be provided by Utopia/Lyric support.
Additionally, users who requested advances after approximately 9 AM CST on Tuesday, August 15 are experiencing delays in receiving their advances.
Impact: Users are unable to access the portal, and so are unable to request new advances. Updated outstanding balances on recouping advances cannot be provided, and a subset of advances are delayed in being sent out.
August 15 - Advances funded according to normal schedule at approximately 9 AM CST
August 15-16 - Access issues first reported for part of the system.
August 17 - Access issues continue for part of system, and access issues reported for the rest of the system as well. Investigation started and root issue identified
August 18 - Investigation into solution continues
August 21 - Solution identified. Work begins to implement solution.
August 22 - First part of solution has been implemented. Second part required now to bring system back available.
August 23 - Work continues - issue diagnosed and solution in progress for second part.
August 24 - Solution still in progress.
August 25 - If the solution works, the system being restored to full functionality is closer to being reached. When it is, this article will be updated and artists who reached out to Lyric/Utopia Support will be notified.
August 28 - The technical fix is still in progress. Additional required steps to fix the problem were identified and are being worked on actively.
August 29-31 - Work on the fix continues.
September 1 - System updates to resolve issue are in progress - work will continue through the day with a restart tonight
September 2-4 - Updates were made which will resolve the issues affecting the system currently. The team is working on upgrading the system to put these changes in place.
September 5 - Work continues on upgrading the system to include the fixes to the system.
September 6 - The upgrade and steps to bring the system back online are almost completed - working through final issues.
September 7 - One of the configurations which must be updated to match the changes is being worked on and upgraded.
September 8 - Part of the system is up and running. The remaining parts will need to be brought back online before full system functionality is restored and it becomes accessible for end users.
September 9-10 - More of the system has been brought online, with one key piece needing to be resolved to bring the full system back online for access.
September 11 - The key component is being worked on by those with expertise on how it functions in the system.
September 12 - Work continues by the above resources.
September 13 - Work continues, with an aim to have the system restored this week.
September 14 - There is progress made with the last fixes needed having been identified. Estimated resolution will likely be next week
September 15-17 - Work continues. Another step was completed to make previous changes fully take effect in the system.
September 18 - The system is still being worked on, and being assessed for the remaining steps to complete and a potential timeline.
September 19 - The fix is in its final stages - in the past couple of weeks, we have reached this stage and discovered other issues to fix, but so far new issues haven't arisen, so the focus is on fixing the remaining parts.
September 20 - Continuing the work from yesterday.
September 21 - Work continues on an issue with starting up the services.
September 22 - The startup process is being analyzed. Additional resources have been added to research and diagnose the problems and assist in finding a solution.
September 23-25 - The additional team members are assisting and have a plan for the steps needed to restore the services. After this, additional steps will be needed to ensure data in the system is fully updated, but the first step to bring the system back online is the current focus.
September 26 - The steps mentioned yesterday are in progress.
September 27 - The system has been restored. Checks are being done to ensure full functionality.
September 28 - The system remains stable and is processing advances. Advance recoupment data still needs to be processed as the system comes back to normal, but is anticipated to be in process in the next day or two.
October 2 - The system is accessible, and all recoupment payments received from TuneCore have been applied to user accounts. The system is now fully up-to-date, and will be back on a normal schedule of posting recoupments. Some users may see a notice about a hold on their account. If you feel this is incorrect, please reach out to email@example.com for assistance.
This article will be updated with any progress and final resolution. For questions, please reach out to Utopia Support at firstname.lastname@example.org.