[2026-07-15 09:14:03] Maya (Customer): Hi, I’m trying to publish today’s episode, but it’s stuck at “Processing audio” for about 25 minutes.

[2026-07-15 09:14:22] Leon (Support): Hi Maya, I can help with that. Can you share the show name and the episode title?

[2026-07-15 09:14:41] Maya (Customer): The show is “Northline Notes” and the episode is “Summer Freight Forecast.”

[2026-07-15 09:15:08] Leon (Support): Thanks. I’m checking the upload now. Was this an MP3 file, and do you remember the file size?

[2026-07-15 09:15:31] Maya (Customer): Yes, MP3. It was 186 MB, about 58 minutes long.

[2026-07-15 09:16:04] Leon (Support): I found it. The file uploaded successfully, but our encoder flagged a malformed ID3 tag and didn’t finish generating the streaming versions.

[2026-07-15 09:16:29] Maya (Customer): Is that something I need to fix and re-upload?

[2026-07-15 09:16:57] Leon (Support): I can retry processing after stripping the bad metadata on our side. Your episode title, artwork, and description in the dashboard won’t be affected.

[2026-07-15 09:17:12] Maya (Customer): Great, please do that.

[2026-07-15 09:18:03] Leon (Support): Done. It’s processing again now. I’m seeing the waveform generate, which is a good sign.

[2026-07-15 09:19:26] Maya (Customer): I refreshed and it just changed to “Ready to publish.”

[2026-07-15 09:19:44] Leon (Support): Perfect. Before you publish, I noticed the episode is scheduled for 10:00 AM Eastern. Is that intentional?

[2026-07-15 09:20:01] Maya (Customer): Yes. Will it still go to Spotify and Apple right away?

[2026-07-15 09:20:34] Leon (Support): At 10:00 AM, your RSS feed will update immediately. Spotify usually pulls it within a few minutes. Apple can take anywhere from a few minutes to a couple of hours.

[2026-07-15 09:21:10] Maya (Customer): Okay. I also inserted a mid-roll ad marker at 22:30. Will that stay in place after the reprocess?

[2026-07-15 09:21:36] Leon (Support): Yes, I confirmed the ad marker is still set at 22:30 and your pre-roll campaign is active for this episode.

[2026-07-15 09:22:04] Maya (Customer): Thanks. One more thing: yesterday’s analytics look lower than usual. Could this processing issue affect downloads?

[2026-07-15 09:22:51] Leon (Support): This issue only affected the new unpublished episode, so it wouldn’t impact yesterday’s downloads. I do see a delay in Apple listener reporting from yesterday afternoon, though.

[2026-07-15 09:23:18] Maya (Customer): So those numbers might still update?

[2026-07-15 09:23:42] Leon (Support): Correct. Your raw download totals are current, but platform-level listener data from Apple is still catching up. I’d check again later today.

[2026-07-15 09:24:09] Maya (Customer): Got it. Is there a way to prevent the ID3 tag issue in the future?

[2026-07-15 09:24:38] Leon (Support): The safest option is exporting the final MP3 without embedded artwork or custom ID3 fields, then adding artwork and episode details directly in our dashboard.

[2026-07-15 09:25:01] Maya (Customer): Makes sense. We export from Audition, so I’ll update our preset.

[2026-07-15 09:25:20] Leon (Support): Good plan. I’ve also added a note to your account so if this happens again, support can identify it quickly.

[2026-07-15 09:25:47] Maya (Customer): Excellent. I just published the episode and the RSS preview looks right.

[2026-07-15 09:26:13] Leon (Support): I checked the feed too. The enclosure URL, duration, artwork, and episode summary are all valid.

[2026-07-15 09:26:36] Maya (Customer): Thanks for the quick help, Leon.

[2026-07-15 09:26:48] Leon (Support): You’re welcome, Maya. I’ll leave the ticket open for a few hours in case anything looks off after distribution.