Rhapsody users experiencing login issues?

Though not what we'd deem "common," outages extending beyond a few hours have been known to happen to the services we love so dearly, and it seems that some Rhapsody users have become the latest to fall victim to an inexplicable lapse in service. Over at the Real forums, a number of customers have been unable to sign into their accounts for up to two days, and no amount of chicanery has solved the quandary. To make matters even more frightening, many are getting a message that their account simply is nowhere to be found, and customer service doesn't seem to be getting anyone very far. Also curious is the fact that new accounts (as in, ones created while current customers are unable to login) seem to be working just fine, but we here haven't personally experienced any of the login difficulties. What gives? Any of you out there pulling your hair out over this? Got a secret for getting logged in that you'd like to share?

[Thanks to everyone who sent this in]

Update: This in from Real: "Our engineer and support staff became aware of a login issue affecting a small number of users yesterday. They're hard at work to fix the problem for the folks being affected." No ETA for the fix though, and it definitely sounds like more than just a few users, but your mileage may vary.

[Derbeste @ Dec 12th 2007 6:11PM]

"Rhapsody users have issues"

I fixed your title again, Engadget.

You're welcome.

[blaze @ Dec 12th 2007 8:40PM]

ive been experincing login issues with the crappy program since it came out. just try try try again.

[GO @ Dec 12th 2007 6:16PM]

I've used Rhapsody since 2003 and I have no problem logging on...

[Toadlet @ Dec 12th 2007 6:19PM]

A little sabotage from a laid-off worker perhaps?

[Toadlet @ Dec 12th 2007 6:25PM]

On second thought, someone must have installed Realplayer on their login server.

[Matthew Hilario @ Dec 12th 2007 6:25PM]

we lost a large batch of accounts..ask us if we care.

[Wes Palmer @ Dec 12th 2007 8:45PM]

Okay. Do you care?

[bfdtv @ Dec 12th 2007 6:26PM]

I haven't been able to login to Rhapsody since Monday morning. Rhapsody says it will be fixed by the end of the week.

They say its a known problem affecting several thousand customers, but they will not give me a credit for the week, which is ridiculous.

[MSG @ Dec 12th 2007 6:34PM]

Thanks for keeping them honest, Engadget.

Rhapsody has yet to reply to my tech support email. I switched to URGE a ways back only to find myself swept back into the oft-broken world of Rhapsody. And now my account no longer exists. Perhaps they're trying to tell me something.

That's BS, too, on the no reimbursement for down time thing. Boo, Rhapsody, BOO!

[Daniel Glaser @ Dec 12th 2007 6:42PM]

The browser applet always works.
The full application is a source of constant sorrow.
I have had countless problems transferring tracks to my Zen M.
I still prefer a broken Rhapsody over iTunes.
iTunes makes the world a worse place
Don't say I have ADD
Don't forget to vote
Peace

[Yevon @ Dec 12th 2007 6:48PM]

Don't forget to floss, too!

[Ed @ Dec 12th 2007 7:14PM]

Is the full application made of george clooney?

I've seen that movie too many times...

[joe @ Dec 12th 2007 6:57PM]

I'm not sure if this is the same issue, but my girlfriend had login troubles for months--logins only worked 10% of the time, if that, library wasn't available when she did get in, etc.

The problem turned out to be (and this came directly from one of the developers after she spent hours on the phone with tech support convincing them there was a problem) files in the library with special characters (umlauts, accent marks, etc.) Why that caused login problems is beyond me, and obviously I'm not certain it's the same problem here, but it might be worth investigating.

[Bridey @ Dec 12th 2007 7:51PM]

I was getting repeated disconnects before completing sign-in, so I backed the "Privacy" setting on IE7 down to "low." I was able to log in, then move the IE setting back up. Not an answer if your account has vanished, but might be worth a try if it's repeatedly disconnecting on sign-in.

I've been a Rhapsody customer since before it launched -- by way of a press account -- and it's gotten progressively crappier as time has gone on (which does seem to be rather a pattern with RealNetworks, doesn't it?)

Once Real has handled this, if indeed it ever does, it should then look into its truly wretched customer support, its habit of releasing needless software updates that break stuff, and the here-today/gone-tomorrow disappearing-music issues that seem to plague Rhapsody far more than the competing music-rental services.

[Xeno9114 @ Dec 12th 2007 7:17PM]

I can't login as well, which is odd since I can check my account, and it is there but no login... I was thinking it was a firewall thing since I recently moved to a different network, guess not.

I was contemplating switching to a subscription service that uses WMP, and this is definitely not persuading me to stay with Rhapsody!

[Jeremy @ Dec 12th 2007 7:55PM]

I've been using Rhapsody for over a year and have had connection problems that entire time from multiple computers. Sometimes I couldn't log in until I restarted the app. Other times it would log me in, but immediately disconnect me over and over again. I've confirmed this same behavior with friends.

Does anyone know of any other subscription services that don't suck so hard? I really wish iTunes would start one.

[Spoogy @ Dec 13th 2007 6:09PM]

Apple doesn't care about selling music, they only care about selling devices. The last thing Jobs wants to get involved with is the legal end of music licensing within a subscription model - aka - it's very messy and a pain in the rear. Selling songs/albums a la carte is simple, painless, and a one time purchase - a drop in the financial bucket when you're selling a new iPod model every 6 months to the same customer.

Just wait 1-2 years when cell phone storage and MP3 playback catches up to the market and you're going to see Windows based phones overtake the iPod and squash it in price, availability, and multi-function usefulness - at which point iTunes will pack it's bags and hightail it out of town.

[Spoogy @ Dec 12th 2007 8:07PM]

http://www.free.napster.com

I'm in the music biz and currently subscribe to a few music services (Zune, Rhapsody, Napster), and the most recent 'upgrade' to Rhapsody a few days ago locked me out as well. In the mean time, head over to the Napster's ad-sponsored site http://www.free.napster.com - and when you're ready to upgrade the audio quality subscribe. It finally works on a Mac (PC as well) via Firefox and is hands down the best bang for your buck. It is by far the best subscription service out there out of the 3.

I cannot stress this enough - check out the free site and go from there.

[Spoogy @ Dec 12th 2007 8:08PM]

http://free.napster.com

Cut out the WWW - my bad.

[sean @ Dec 12th 2007 8:15PM]

I had napster a while back but i canceled my subscription. I tried rhapsody for a 2 months and canceled that. I have to say i hate paying for the subscription but i love the subscription model of streaming music on demand... it's really the only way to go. Have to say though even without the current news of login issues with Rhapsody if I go back to subscription, I'll most likely go back to Napster.

[Jer1234 @ Dec 12th 2007 9:32PM]

Here is the text of a helpful chat with "Kathy"...

Kathy: Hello. Welcome to Real's Live Chat. How can I help you?

Jeremy: I can't log into Rhapsody - despite repeatedly resetting my password

Kathy: Am I correct in understanding that you are not able to login to your account?

Jeremy: I get "Account not found. Verify that the email address and password are correct, then try again." error message

Kathy: Please give me a couple of minutes while I check your account.

Kathy: Thank you for your time.

Kathy: I find that you have an active Rhapsody ToGo subscription with this e-mail address: xxxxxxxxxx

Jeremy: right

Kathy: I am sorry. We are currently experiencing technical difficulties with Rhapsody Server. We are working on it and I request you try after sometime.

Jeremy: It hasn't worked for days...when will it?

Jeremy: Will they be crediting my account?

Kathy: We are working in it. I apologize for the inconvenience caused.

Jeremy: So no ETA on a fix, no credit for not being able to use the service? Way to make a good impression on a new customer

Kathy Has Disconnected


NO LIE - She just disconnected from chat and ignored my question. Less than a month ago I made the switch to Rhapsody to Go after being an iTunes customer for years.. What a horrible horrible mistake. My account is being canceled first thing tomorrow.

[bfdtv @ Dec 12th 2007 10:01PM]

Jer,

They did the same thing to me, except on the phone, and I very polite. I asked if I could get a credit for this week and they said no and hung up.

[Jim Gaynor @ Dec 12th 2007 10:05PM]

Here in the Seattle technical community, it's pretty much known that Real Networks has had a revolving door of IT staff - I've seen advertisements for IT Director there no less than three times in the past 12 months, and a trusted equipment vendor tells me his contacts within Real don't even have a full inventory of what's in their data center (since so much hunan knowledge has been lost in the high-turnover thresher).

Frankly, I'm surprised they haven't had larger technical issues earlier.

[Climbing up on soapbox @ Dec 12th 2007 10:47PM]

Sadly, I was so happy with the subscription model. It took me a long time to finally say enough of iTunes (even though I knew long ago that I wanted to stop paying per track to fill my music player only 10% of the way) and despite some clunky interface issues and restrictions placed on To-Go tracks - I was happy to say I was never going back to iTunes. Now what? I've used Amazon - and I like it alot (cheap, no DRM) - but I'd still prefer the subscription route. Anyone have a recommendation for a different subscription service - with why you choose it over others?

[Spoogy @ Dec 13th 2007 6:02PM]

Check this wiki link and then head over to Napster. You will not be sorry.

http://en.wikipedia.org/wiki/Comparison_of_online_music_stores#General_Music_Stores

[justicefreak @ Dec 12th 2007 11:38PM]

"Account not found. Verify that the e-mail and password are correct, then try again."

Been getting this message when trying to sign on to Rhapsody for at least the past two days. My account shows active and in good standing. Very frustrating.

[MrBarker @ Dec 13th 2007 9:28AM]

Is Real having a Laugh at our expense or where they hacked?
On their forums registration site:
https://store.real.com/community/Process.rnce
look on the right side of the page for 'Need Help?' under this title it says and I quote: 'If you need assistance ordering, please contact our Customer Service department about cookies. hehehe.' What is up with the 'hehehe' Is that 'cause they have my money and I have nothing to show for it!?

[heavyj @ Dec 13th 2007 1:22AM]

I went through a similar problem about six months ago with (I've been a subscriber for over 3 years). It was super frustrating at the time but eventually got worked out after about a week. Hang in there, it's still an amazing product IMHO.

[bfdtv @ Dec 13th 2007 2:18AM]

"Anyone have a recommendation for a different subscription service - with why you choose it over others?"

One alternative is Zune, but you'll need a new player. The Zune 8 is nice.

Zune's subscription service is like Rhapsody, except it lacks the Channels and dynamic playlists which automatically update whenever you sync your music player. Zune service does have some advantages -- better hardware (Zune 8, Zune 80, cheap Zune 30s), about 20% more songs, the ability to sync via WiFi, and full support for 64-bit Windows.

[Naterade @ Dec 13th 2007 2:37AM]

I had this issue and all I did was log in through account the by account tab and click "manage my account" then I tried regular log in and it worked fine... I've had this work for me numerous times

[Landonkeywest @ Dec 13th 2007 7:49AM]

I really enjoy Rhapsody When it works, but I have learned that I am "on my own" when it comes to having any issues. They have the worst tech support out there. It brings outsourced tech support down to a whole new level.

[Bewick @ Dec 13th 2007 8:40AM]

I've was getting the same "account not found" problem beginning on Tuesday. This morning (Thursday) I am finally able to log in. I've been a subscriber since 2002 and have never experienced an outage of this magnitude, which cropped up a day after Real Networks announced the furlough of 100 or so employees. hmmm...

[Mack Swift @ Dec 13th 2007 9:29AM]

There's also a DRM license issue with Rhapsody 4.x if you have ATI's Catalyst 7.11 drivers installed. Downgrading to 7.10 seems to fix the problem.

And Rhapsody's always had login issues ever since they forced everyone to the 4.x client.

[Carbonize @ Dec 13th 2007 12:13PM]

I had an issue logging in to Rhapsody but that's because I'm in the UK and Rhapsody's a stupid America only company despite being internet based.

[Evil Grouse @ Dec 21st 2007 2:34AM]

Nice to know it's not just me with this stupid problem.