Rdio Help Center

Mike K. Rdio Employee Feb 16, 2012 03:58PM PST

Hi Chris,

Thanks for writing in. We haven't been able to reproduce any of the streaming issues you’re seeing with those Guetta tracks. Here's a few preliminary things to check on:

-Make sure you have Rdio open in only one instance at a time.
-If you are using Rdio in your web browser, try reloading the page, or closing your browser and re-opening
-If you are using the Rdio desktop App, try doing a hard reload (CTRL+click whitespace and select “Reload”) of the page.

If the Web Player is still acting up, would you confirm that you're using the latest version of flash (which you can check here: http://kb2.adobe.com/cps/155/tn_15507.html), then send us an email to help@rdio.com with details on your browser and OS info?

Cheers,
Mike

It also happens in the desktop client and on other computers. It also happens under my girlfriends account.

Steps to Reproduce:

Start Desktop client
Click "Top Charts"
Click play symbol on David Guetta Nothing But the beat.
Watch the tracks spin by.

See attached video. http://dl.dropbox.com/u/591122/capture-1/capture-1.html As you can see its related to specific songs (it is effecting a large amount of songs for me).

This happens to me on an iMac on a PC, on an iPhone and an iPad.

Also my flash information is as follows:

Your flash player version:
11.1.102.55

Your OS:
Windows 7 (64-bit)

Mike K. Rdio Employee Feb 17, 2012 03:30PM PST

Hi Chris,

Thanks so much for the detailed report of what you’re seeing, we really appreciate it! We’ve been unable to reproduce this issue on our end.

I noticed your account was originally created in the United States, but your last point of access was in Australia—it’s possible that this issue is due to the region change. Was your girlfriend’s account also created in the US, and then accessed in Australia?

Would you please try deleting and re-installing the Windows Desktop client, and re-installing it from an Australian IP, and see if the tracks are playable? Try doing the same for the apps on your iOS devices.

If this doesn’t do the trick, try creating another trial account with a different email from an Australian IP, and see if you can play the Guetta tracks properly with a trial in your current region.

Let us know if the delete and reinstall or the new account are displaying the same behavior, and if so, what platforms you’re still seeing this on.

Thanks so much for your patience and help investigating this.

Best,
Mike

Girlfriend created a new account from Australian IP.

I created a new account http://www.rdio.com/#/people/test12345/ and it does the same thing. (on Desktop and Web clients)

Any progress on this? I want to upgrade to premium but not if I cannot listen to 70% of your catalogue.

I created a new test account in Chrome incognito mode (maybe there are some cookies that effected the new account last time) but it fixed my issue with not being able to access the music.

Is there a way you can fix up my account so it works like the test account it probably is related to the issue with US IP vs now AUS IP. Can you change my account to be Australian?

Soon as you do I will sign up for premium.

Mike K. Rdio Employee Feb 23, 2012 01:43PM PST

Hi Chris,

I’m glad to hear you were able to get to the bottom of that issue.

Regional availability for trial accounts is based entirely on IP address. When you subscribe to Rdio, your regional availability will be based on the billing address of the credit card you choose to pay with, allowing you to travel to different regions while keeping the same catalogue availability from your home region.

Once you use a credit card with an Australian billing address to subscribe you shouldn't have any further regional availability issues on your account.

Cheers,
Mike

hi Mike,
I have the same problem.

My billing address/mastercard is in US, but i travel alot in us and canada, and i think your system has switched me to the canadian region, instead of following my billing address.

now, some of my favorite albums are appearing as preview-only.

can you fix it please,
thx!

Mike K. Rdio Employee Mar 28, 2012 10:45AM PDT

Hi Emil,

Thanks for writing in. I've just looked up your account information, and I'm seeing that you first created your account from a Canadian IP address. Since you created the account from Canada, you had the Canadian catalog availability during your trial, which switched to the US catalog when you subscribed with your US credit card.

Another possibility is that the albums are unavailable due to a label takedown. Let me know which albums you're seeing as unavailable, and I can check their status in your region.

Please let me know if you have any other questions.

Cheers,
Mike

Thanks for getting back Mike.

That's good that my account is properly coded as US, I was worried it was switched to Canadian because of my constant cross border travels.

Please check if http://www.rdio.com/artist/Keith_Jarrett/album/My_Song/ , if it is also not available in US catalog, then my account is OK and its because of takedown.

Mike K. Rdio Employee Mar 28, 2012 01:14PM PDT

Hi Emil,

I've just looked up the rights for that particular album, and it looks like it is not streamable in either Canada or the US anymore—must've been a label takedown.

Sometimes rights can change ownership (from one label to another, for example), which is why something might be playable one day but not so the next. In this case, we may have gotten a takedown request from the Label. Usually the tracks will become available again soon, often from another source.

If you encounter unavailable tracks in the future that were available before, please let us know about them here: http://bit.ly/bcbuX9

On the bright side, your account seems to be working properly.

Let me know if you ever have any more questions or issues.

Cheers,
Mike