General Support

What Happened?

Friday 24th September, at round 6pm our EliteFlix system went down, the system is hosted overseas called at a Datacenter, unfortunately the entire datacenter system and infrastructure was affected including our own system.

This resulted in our system not operational at all and users missing out on the much loved EliteFlix (emby) system

Backups?

All backups were with the datacenter under a secure facility which luckily our team were able to get, which made life for the team easier for restoration and resulted in EliteFlix Master V2 to be born within 1 day of downtime (result in total downtime of 2 days)

Why call it EliteFlix Master V2?

Purely to avoid confusion when selecting systems on the EMBY application, the V2 means its NEW and the one to click (provided you have not already got into the system)

What backup was restored?

The backup only contains your 'watchlist/ favourites ' which again we were luckily to have instead of YOU as a user having to re-save everything & finding where you left your 'last watched' content

Why is EliteFlix Master V2 running but I can not watch anything?

Without going into too much backend information, the 'content' needs to be uploaded back to the system, there is only a 'small allowance' per 24 hours our team gets to update the content back on the system before it 'LOCKS' us, which means no updates.

The lock is called 'Google API' its a key that enables us to upload a certain amount of data before Google decides to close the uploading contenting gate to our system (Google API is the Gate Keeper)

Google API (Gatekeepers) also results in blocking USERS to access/ watch content until the database is scanned under their 'terms and conditions', note, this also blocks staff members as well.

Due to this, 500TB (enough data to never repeat watching anything for over 50 years - in context) means that the system needs to scan everything back in, due to scanning, it will build the backend database of content which results in CONTENT not playing

I am a paying customer and I am very frustrated?

We understand the frustration, no doubt you would also appreciate the backend work involved however, if you really can not wait for the system you have been enjoying for the last 2 years over $15 per month (50cents per day) - get in touch with our team via our Facebook Business Page HERE

Note the following:

- It is a prepaid service (no contracts)

- Refunds will only be provided if your payment date is between 24 - 30th September

- When refunded, our team will allocate your membership slot to other waiting members

If you disrespect our team member in chat/support, it will be escalated to our senior management resulting in permanent ban

We understand frustration but we DO NOT appreciate our staff being approached or talked to in a rude manner.

Thank you

SmartBox Entertainment