Major incident

Gracenote: GRACENOTE IMPORTANT ALERT - Delayed Updates

Affected: On API, OnConnect API, GVD API, File Delivery (On XML, Other)

Current status of Gracenote: Operational — live Gracenote status

Timeline

1. Sep 4, 2026, 20:20 UTC
   identified
   Dear Gracenote Video Customers, We experienced a temporary data processing bottleneck within our database system, causing a delay in processing updates. The underlying issue has been resolved, and we are currently processing the backlog of updates. This is primarily impacting file delivery products with a small backlog impacting our API deliveries. All products remain fully operational, though updates received today may be temporarily delayed while the backlog clears. We will provide regular progress updates until processing is completely caught up. We sincerely apologize for this inconvenience and appreciate your patience as our team works to ensure full system recovery. Please distribute this information as needed across your team. If you have any questions, please contact our Customer Care team at https://support.gracenote.com/hc. Thank you, Gracenote Customer Support Team
2. Sep 4, 2026, 21:38 UTC
   identified
   We are still experiencing a delay in processing updates. The underlying issue has been resolved, and we are currently processing the backlog of updates. This is primarily impacting file delivery products with a small backlog impacting our API deliveries. Our engineering team expects to have their next update in 4 hours.
3. Sep 5, 2026, 02:00 UTC
   identified
   We are still experiencing a delay in processing updates, but we are seeing improvement in clearing the backlog of data. This is primarily impacting file delivery products, with a small backlog continuing to impact our API deliveries. We sincerely apologize for this inconvenience and appreciate your patience as our team works to ensure full system recovery. We will provide another update in 4 hours.
4. Sep 5, 2026, 06:50 UTC
   identified
   We are still experiencing a delay in processing updates, and continuing to work to improve the backlog of data. This is impacting file delivery products, and a backlog continuing to impact our API deliveries. We sincerely apologize for this inconvenience and appreciate your patience as our team works to ensure full system recovery. We will provide another update in 4 hours.
5. Sep 5, 2026, 11:18 UTC
   identified
   We are continuing to work on a fix for this issue.
6. Sep 5, 2026, 11:26 UTC
   identified
   Hello All, Our team continues to work on this issue urgently, and we are meeting with our technical resources at regular intervals to monitor progress and ensure system recovery. While all products remain functional, we are still experiencing a delay in processing updates. This is primarily impacting file delivery products, with a small remaining backlog continuing to affect our API deliveries. We estimate that it will take several more hours until the issue is completely resolved and the backlog is fully cleared. We sincerely apologize for this continued inconvenience and appreciate your patience as our team works to ensure full system recovery. We will provide another update in 4 hours. Thank you, Gracenote Customer Support Team
7. Sep 5, 2026, 19:49 UTC
   identified
   Thank you for your continued patience. Our team continues to working to resolve the current processing delays. We will share updates at regular intervals until the issue is completely resolved.
8. Sep 5, 2026, 23:35 UTC
   identified
   We appreciate your patience while our team works to fix the current processing delays. Expect regular updates from us until this issue is completely resolved.
9. Sep 6, 2026, 04:11 UTC
   identified
   As all products remain functional, we are still experiencing a delay in processing updates. We appreciate your patience while our team works to fix this. Please expect regular updates from us, until this issue is completely resolved.
10. Sep 6, 2026, 13:14 UTC
    identified
    Hello All, Our engineering teams have successfully resolved the core technical issues that caused the service delay. We have now transitioned into the final phase of system recovery and restoration. We are currently processing the accumulated data backlog. Once we confirm a timeframe for returning to standard data delivery operations, we will update you. Our teams continue to monitor system performance closely to ensure stability during this recovery window. We appreciate your patience and partnership as we work to restore full service. Thank you, Gracenote Customer Support Team
11. Sep 6, 2026, 19:56 UTC
    identified
    Hi All, We continue to make progress on the final phase of system recovery and restoration and anticipate a full recovery soon. We will provide another update as soon as full recovery is confirmed. Thank you, The Gracenote Team
12. Sep 6, 2026, 22:50 UTC
    monitoring
    Hello All, We are pleased to inform you that the recent issue impacting our services has been resolved, and all systems are currently operating normally. Our team has completed the necessary system recovery and performance optimizations. The data backlog is processing efficiently and our prioritization logic is working well. Our engineering teams are closely monitoring all systems and we are reverting to standard operating procedures for customer support. Need Assistance? Our Customer Care team is here to help. Submit a Ticket: Visit our Customer Support Portal to track requests. (If new, click "New to Gracenote: Sign Up" to register). Urgent Issues: Call our regional support lines below (Mon–Fri, 8:00 am – 5:30 pm local time). For after-hours support, please leave a voicemail to page our team. Regional Support Lines: Argentina: +54 800 345 0066 Brazil: +55 800 5900240 France: +33 805 980 356 Germany: +49 800 000 64 04 Ireland: +353 1800 806992 Mexico: +52 800 461 1287 Netherlands: +31 970 1028 9111 UK: +44 808 501 2527 US: +1 833 409 1777 Thank you for your patience and continued partnership. Best regards, The Gracenote Team
13. Sep 7, 2026, 05:01 UTC
    resolved
    Hello All, We are pleased to inform you that the recent issue impacting our services has been resolved, and all systems are currently operating normally. Our team has completed the necessary system recovery and performance optimizations. The data backlog is processing efficiently and our prioritization logic is working well. Our engineering teams are closely monitoring all systems and we are reverting to standard operating procedures for customer support. Need Assistance? Our Customer Care team is here to help. Submit a Ticket: Visit our Customer Support Portal to track requests. (If new, click "New to Gracenote: Sign Up" to register). Urgent Issues: Call our regional support lines below (Mon–Fri, 8:00 am – 5:30 pm local time). For after-hours support, please leave a voicemail to page our team. Regional Support Lines: Argentina: +54 800 345 0066 Brazil: +55 800 5900240 France: +33 805 980 356 Germany: +49 800 000 64 04 Ireland: +353 1800 806992 Mexico: +52 800 461 1287 Netherlands: +31 970 1028 9111 UK: +44 808 501 2527 US: +1 833 409 1777 Thank you for your patience and continued partnership. Best regards, The Gracenote Team

Updates as published by Gracenote (original).