Myriad Cloud Trouble Shooting

Modified on Tue, 24 Sep at 12:55 PM

In this help article we will look at the steps to take if you are having any issues with your Myriad Cloud system.

As Myriad Cloud runs natively in the MS Azure Cloud, there is no PC or VM to login to so all maintenance and trouble shooting is undertaken using your Broadcast.Radio portal.

Troubleshooting Topics

Updating To Latest Build
Playback Issues - Restarting Your Station
Anywhere Connection Issues - Restarting Remote Access (RES Tunnel)
Disconnect A Single Myriad Anywhere User
Shutting Down Your Station (the nuclear option)
Restarting Your Streaming

Updating To Latest Build

We regularly issues Myriad Cloud updates to add new features or fix minor issues. The latest build is always 'pre-staged' on your Myriad Cloud system but it is not automatically deployed so you can choose to update at a time convenient for your station.

To update to the latest build, follow these steps:

Login to https://broadcast.radio with a username with Admin privileges.
Click on the Settings option on the left hand side.
Under the Myriad section, click on Myriad Cloud.
Click on the Restart button in the top right to access the Restart Menu.
Select Restart Station Playback from the drop down list. This will update and restart the Myriad Cloud engine but will leave the audio engine running so if you do this towards the beginning of a song (or other longer audio item) then the Myriad Cloud Engine will most probably be updated and restarted before the audio finishes meaning your station will not go 'off air'.

You will be asked to confirm the action. Click Yes to proceed.
You Station Playback should only take 30 - 60 seconds to restart and once restarted, summary screen will be displayed.
Less frequently, we will update the Audio Engine as well. This is also pre-staged with the latest build at all times but in order to update the Audio Engine, you will need to select the Restart Entire Station option from the drop down list. Updating the Audio Engine will result in your station being 'off air' for a short time (2-3 minutes or less) while the new builds are deployed.

Playback Issues - Restarting Your Station

If your Myriad Cloud system is experiencing issues with playback (audio stuttering or sounding distorted), follow these steps:

Login to https://broadcast.radio with a username with Admin privileges.
Click on the Settings option on the left hand side.
Under the Myriad section, click on Myriad Cloud.
Click on the Restart button in the top right to access the Restart Menu.
In the first instance, click on the Restart Station Playback option. This will update and restart the Myriad Cloud engine but will not restart the audio engine, so if you do this during a song or other audio item then you will remain 'onair' providing the Station Playback has restarted before the end of the audio item (so do it just after a song has started). Think of this as restarting software on your desktop PC. This will also update to the latest build of Myriad Cloud.
You Station Playback should only take 30 - 60 seconds to restart and once restarted, summary screen will be displayed.
If this does not fix the issues, you may need to perform a Entire Station Restart which will restart both the Myriad Cloud Engine and the Audio Engine. Think of this as rebooting your whole system!
Click on Restart then Restart Entire Station. This process will take you 'off air' for the duration of the restart.
You will need to confirm the action.
This process may take 2-3 minutes.
Once the Entire Station Restart is complete, the summary screen will be displayed.
If you are still experiencing playback issues then you will need to contact [email protected] for further assistance.

Anywhere Connection Issues - Restarting Remote Access

If your contributors are struggling to connect via Myriad Anywhere or their connections are unstable, you may need to restart the RES Tunnel Service. Follow these steps:

Login to https://broadcast.radio with a username with Admin privileges.
Click on the Settings option on the left hand side.
Under the Myriad section, click on Myriad Cloud.
Click on the Restart button in the top right to access the Restart Menu.
Select the Restart Remote Access option.
You will be asked to confirm the action, click Yes to continue.

Please note that this process will disconnect all Myriad Anywhere connections for the duration of the restart process.
Once the process is complete, the summary screen will be displayed and your contributors can reconnect to Myriad Anywhere.

Disconnect A Single Myriad Anywhere User

If you only need to disconnect a single Myriad Anywhere User from your station, follow these steps:

Login to https://broadcast.radio with a username with Admin privileges.
Click on the Settings option on the left hand side.
Under the Myriad section, click on Myriad Cloud.
In the Connect To Your Station section, click on the Manage option.
This will show a list of all Users currently connected to your station via Myriad Anywhere. To close the connection for a specific User, click on the X by that User.
Once you have confirmed the action, the User will be disconnected from Myriad Anywhere.

Shutting Down Your Station

If Restart Station Playback is like restarting software and Restart Entire Station is like rebooting your PC then the Shut Down (and corresponding Start) is like driving down to Curry's and buying a whole new PC.

If you Shut Down your station, the platform will erase your station infrastructure (BUT NOT YOUR DATA) and when you Start the station, a complete new infrastructure will be deployed just like when you first Activated your station, but all your settings, schedule and audio data will be retained.

You should only resort to this if all else fails!

If you want to Shut Down & Start your station follow these steps:

Login to https://broadcast.radio with a username with Admin privileges.
Click on the Settings option on the left hand side.
Under the Myriad section, click on Myriad Cloud.
Click on the Restart button in the top right to access the Restart Menu.
Click on the Shut Down option.
You will need to confirm the action.
The Shut Down process will only take a few seconds.
Once complete, the Summary section will change to add a Start button in place of the Restart drop down menu. Please note that this window does not always automatically update so if you can still see a Restart button, try refreshing the page in the browser.
To start your station, click on the Start button. The Start process may take a minute or two as the infrastructure is rebuilt.
Once the process is complete, the summary information will be displayed.

Restarting Your Streaming

If you are having problems with your stream, you can restart your streaming mount point from within the Broadcast.Radio portal. Follow these steps:

Login to https://broadcast.radio with a username with Admin privileges.
Click on the Settings option on the left hand side.
Click on the Streams option.
Click on the Configuration Cog for the stream you want to restart.
Select the Advanced Tab option and click on Restart Broadcasting. This will restart the Icecast service your station uses to stream it's output.
You will be asked to confirm the action, click on Yes to proceed.
Please note that there will be no conformation that the process is complete as this operation happens on our streaming server farm. Restarting a stream should only take a few seconds.

If you continue to encounter difficulties with your Myriad Cloud system after applying the steps above, please contact [email protected] for more assistance.

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