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You may have noticed that between February 16th and 20th our websites were unexpectedly offline. During routine maintenance, our database became corrupted and required an emergency restoration. As of 10:30pm tonight (PST) our retail store, members site, and account dashboards are back online.

Three important points regarding this service disruption:

  1. All your information is secure and intact.
  2. There was no external interference (we weren’t hacked).
  3. All sales/streams through our partner platforms during this outage will be reported and accounted for.

I sincerely apologize for this unexpected disruption and want you to know that we always do everything we can to deliver the best service we can to you. If you would like further information, please read on.

Details about why CD Baby’s sites temporarily went offline

In order to be fully transparent, let me explain what happened and what was interrupted.

On the evening of Thursday, February 16 we took our servers offline for normal, scheduled maintenance. During that process, our database became corrupted and the initial database restoration failed. As you might imagine, a database serving 500,000 clients worldwide and seven million tracks is pretty big, so the successful restore process took quite a while. Because we couldn’t process data in the interim (such as CD sales or new album signups) our CD Baby retail and members sites remained offline for the duration of the emergency.

We’re now confident that your data has been restored and we’re relieved to be back online offering our market leading services to you again. If your music was already available through our distribution service, your fans would’ve still been able to access your tracks through our partner platforms. All sales and streams that occurred during the outage were not affected and you will be paid as normal.

Sorry for the inconvenience. We’re working to make sure this won’t happen again.

You, the artists and labels that we support, are the lifeblood of our community. We have an excellent staff and significant resources dedicated to supporting you and your music. In addition to the forty client support specialists who you can talk with (in English, Spanish or Portuguese), we have a technical team of thirty and a digital operations team of ten to make sure we get it right.

We will do everything we can to make sure we never see a disruption of this magnitude again.

Sincerely,

Tracy Maddux (CEO of CD Baby)

 

In this article

Join the Conversation

  • Hiccupsdude

    Thank you for the transparency. For me, the fact that this has happened actually makes me trust this service more. I know that you’d try your hardest to prevent something like this from happening again, and if it did, I know that you’d not restore the site until all the data was fully restored. Thank you again.

    • Thanks for your understanding. It’s been a hell of a week, and one we don’t want to repeat. Doing everything we can to make sure it doesn’t happen again.

  • Fred LeBaron

    Whew. I can only imagine how stressful this was for you guys, thanks for the updates, and thanks for getting it back together. Technology is so awesome … when it works the way it’s supposed to. Your hard work in resolving this is noted, appreciated and applauded.

    • Thanks Fred. It was stressful for me, and I’m just the blog editor/marketeer. Our tech team had a couple sleepless nights. We appreciate your understanding.

  • Thanks sir! We appreciate it.

  • We’re so sorry and understand the inconvenience. The best thing would be to contact us here: https://support.cdbaby.com/hc/en-us/articles/207701093-Contact-Us

  • Appreciate the article and expressing yourself helps us to also understand the background scene. Must be quite a task getting it all back and you did it! Amazing team work and determination. Every step in life is a lesson for further growth. Just happy to be in music and to have your support. Keep it up, keep it going…things will always get better and better.

  • Appreciate the article and expressing yourself helps us to also understand the background scene. Must be quite a task getting it all back and you did it! Amazing team work and determination. Every step in life is a lesson for further growth. Just happy to be in music and to have your support. Keep it up, keep it going…things will always get better and better.