Service Bulletins

AT LAST…the all-new Hearts of Space iOS mobile app is here!

 
A WEEK AGO ON SUNDAY APRIL 11th, we finally released our all-new app for iOS devices: iPhone, iPad, and iPod Touch. 
 
If you're a current Hearts of Space Full or Standard service subscriber you got an email advising you of the update. If your device was set to accept updates automatically, it happened overnight and the next time you signed in you were in a shiny, happy new world.
 
HOSv4.1-screenshot-composite
 
We'll be the first to admit that it took foreverThe entire development process stretched over FIVE YEARS:
 

|   Phase 1 included our first full "API" (Application Programming Interface — the protocols that allow  computers to negotiate with each other) and an all new "back end" infrastructure running in the Amazon Web Services (AWS) cloud.   

|   Phase 2 was a completely redesigned and rewritten web site and a new HTML5 Player launched in December 2019. 

|   Phase 3 is the new iOS apps and soon-to-come Android apps, which deliver "feature parity" with our main web application. Now anything you can do on the web site you can also do on the mobile apps.

 
This was by orders of magnitude the biggest and most complex software development project we've ever attempted. God Bless ALEX BURROWS and his team at BAY INTERACTIVE for their extraordinary patience and competence! 
 
We spent almost two years testing and refining the design of the user interface to make an inherently complex application as intuitive as possible. We resisted massive pressure to launch before it was ready, and conducted a rigorous six week beta test with over 200 participants. 
 
The payoff was that the rollout went off with just a few minor issues, immediately spawned dozens of rave reviews from our users in the App Store, and a solid 5 Star rating. Sweet!
 
We encourage every fan of ambient, space, and contemplative music to download the (free) app and register for a (free) basic account. 
 
This allows you to stream our new weekly programs anytime/anywhere, up to four times each week. And even without a subscription you can still explore the entire archive, play 30 second samples, view the playlists and artwork for almost 1300 programs and over 150 albums, and check out our 11 full time genre-focused "Channels." 
 
In the words of London TV producer Matt Nida:  "The shows themselves are exemplary. The opening monologues set up the week’s theme poetically and economically before letting the music do the rest of the work. The selections are well judged and the themes consistently intriguing and surprising. Specialist radio doesn’t get much more bang-on than this. If you’re looking to expand your ambient horizons, there’s no finer resource available to you." 
 
Safe streaming, spacefans, wherever you are…
 
:: Stephen Hill and Team HoS

 

 

HIGH RESOLUTION AUDIO and Hearts of Space

 
IMG_3425
the Hearts of Space studio
 
We don’t get that many inquiries about high resolution audio, but recently one of our subscribers asked us about the audio quality of current HoS streams and why we don't offer a "high-res" service. I'd been meaning to write it up anyway for HoS News, so here goes. It's unavoidably technical, but if you care about digital sound quality, most of the terms and concepts should be familiar.
 
The national HoS program dates from 1983, which was the waning days of the analog audio era. So roughly the first 100 programs from 1983 to 1986 were produced on quarter inch analog tape. Master tapes in those days ran at 15 or 30 ips (inches per second), but we were forced to work at 7.5 ips because we were making 59:00 programs, not three or four minute songs, and a show had to fit on a standard 10.5" reel. The lower speed limited the ultra high frequency quality of our program masters slightly, but was perfectly acceptable for radio programs. Ironically, the low-end bass performance at 7.5ips was actually better than 30ips masters.
 
Most of our source material came from LPs, occasionally from master tape copies direct from the artists. In those cases, if you could ignore surface noise from the LPs (I couldn't) the quality of the original sources was pretty good. When cassettes became popular, things got worse for a few years. Many of our new age titles had to be dubbed from high speed duplicated cassettes with limited bandwidth and dynamic range and significantly more noise. Nevertheless, with careful engineering, everything sounded "listenable."
 
We got into digital as soon as it was practical, first using the Sony PCM-F1 digital recorder, and later the Sound Designer 2 computer program and its successor Pro Tools, which allowed us to do precision digital editing. Even these early digital recording systems offered substantially better audio quality — orders of magnitude less noise, distortion, and speed instability, and absolutely "flat" frequency response — and replaced our original analog tape production system. The commercial CD was introduced in 1982 and took almost ten years to completely replace LPs.  So during the 1980s our production system was increasingly rationalized around the CD format. That means stereo, 16 bit (word length), 44.1 kHz (sampling rate), linear PCM (Pulse Code Modulation) format — i.e. the so-called “Red Book” CD standard. 
 
Then and now we transfer music from CDs or digital files into Pro Tools at 16 bit/44.1 kHz, edit or remaster as necessary at 24 bit internal resolution, mix in the voiceovers and then output our program masters at the same resolution: 16 bit/44.1 kHz in BWAV (Broadcast WAV) format.  So our production system is 100% “lossless” as far as the music is concerned. Even in the few cases where an artist or record label supplies us with a higher resolution PCM original like 24 bit/96 kHz, we have to down-convert it to CD format to work with it in our production system.
 
If you are an audiophile and you are looking for true high-res digital audio, HoS is not currently able to provide it, for several reasons: 
 
•  Artists may produce their recordings using higher res formats, 
    but the vast majority still release in 16 bit/44.1 kHz.
 
•  True high-res formats are bulky: they can be up to 10x larger 
    than CD standard digital audio and require special hardware
    and software to play.
 
•  High-res originals are still difficult to stream due to bandwidth 
    limitations on typical broadband networks.
 
•  If uncompressed CDs are streamed, the bit rate is 1411.2 kbps
    or approximately 10 megabytes/minute. High-res digital would
    typically be 2-4 times greater, i.e. similar to HD video bit rates.
 
•  Bit rates like this are possible for desktop machines with direct 
    broadband connections, but these days people also want to listen 
    on WiFi on their phones and tablets, "smart speakers," and in their
    cars over the cellular network, where these heavy bit rates cannot
    always be supported reliably.
 
•  Aside from the occasional audiophile, there has been no demand 
    from the rank and file HOS audience for high-res streams; 
    especially at higher prices; especially now!
 
 
So the original sources we use today are standard uncompressed CDs, WAV or AIFF files at CD resolution, OR "lossless" (data-compressed) FLAC or ALAC files that expand to uncompressed 16 bit/44.1 kHz WAV. Occasionally, we may have to use a compressed stream file as the source, normally AAC (Advanced Audio Codec) format at 16 bit/44.1 kHz. We do not use MP3 originals; AAC offers audibly better quality at every bit rate.
 
To stream them to you, our distribution chain starts with our Hearts of Space program master files in BWAV (Broadcast WAV) format — uncompressed linear PCM at 16 bit/44.1 kHz, exactly the same as CDs.  For streaming, the programs are encoded in AAC format (technically a "lossy" codec) at 256kbps, 128kbps, 64kbps, and 40kbps, and then "packaged" into the HLS (HTTP Live Streaming) "adaptive bitrate" transport protocol for delivery to the public.
 
Which of the four available resolutions in the HLS package a typical listener will hear depends on the device they are using, the speed of their internet connection, and network conditions. In most cases, users will hear the 256kbps streams, which are very close to CD quality. The HLS protocol will seamlessly drop down to a lower resolution file "on-the-fly" if the client device is not able to keep up with the bandwidth demands of the higher res file. This is one of the reasons that HLS has become the industry standard for streaming audio.
 
There are a number of streaming music services that offer true high-res digital audio files in several different formats, including TIDAL, QOBUZ, DEEZER HIFI, PRIMEPHONIC, and AMAZON MUSIC UNLIMITED. The music offered varies, from millions of tracks across all genres to specialty collections. 
 
Clearly, Hearts of Space is specialty collection focused on a specific kind of musical experience, which we describe as "ambient, space, and contemplative music from around the world and across the centuries." Because of this broad focus, it would take a great deal of time and manual work to assemble a personal collection of "HoS-type" music on one of these high-res services, and it would still not be as comprehensive or meticulously curated.
 
I'm confident that at some point in the next few years Hearts of Space will be able to offer high-res service for at least part of its repertoire. In the meantime, we recommend that audiophiles maintain two streaming subscriptions — one to a high-res service for absolute audio quality, one to Hearts of Space for a unique musical experience.
 
Safe journey :: Stephen Hill

HEARTS of SPACE Version 4 is LIVE!

It’s a beautiful fresh morning in Northern California. The sun is shining, the world is clean and rehydrated after three days of rain, and Hearts of Space has a brand new web site! 

The transition happened on schedule, everything seems to be working as expected, and people are using the site. Thanks to programmer ALEX BURROWS and his team at BAY INTERACTIVE, and our longtime engineers STEPHEN BROSSEAU and RAINES COHEN who burned gallons of midnight oil to make it happen.

Check it out at https://www.hos.com.

COUNTDOWN to the NEW HEARTS of SPACE!

 
Goodbye Flash, hello to an all-new website on Tuesday Dec. 3rd!
Read all about it:  http://bit.ly/2OFEiC7
 
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HEARTS of SPACE VERSION 4 IS HERE
On December 3, 2019 we will launch the 4th generation media player and design of our streaming service. We started in 2001 with 100 programs, a Real Audio player, and a rudimentary database-driven website. We migrated to Windows Media Player in 2004, then to Adobe Flash™ Player and Media Server in 2009. For Version 4 we built a custom HTML5 player, an all-new architecture and cloud "back end," a completely redesigned web user interface, and new native iOS and Android mobile apps. It's our biggest upgrade ever!

An Updated Version of Our iOS App, and a Peek at Version 4 of Hearts of Space

 

On Friday, Feb. 10th an updated Version 3.0 of our iPhone app was approved by Apple and showed up in the iOS App Store. See the description there for the full details.

https:://iTunes.apple.com/us/app/hearts-of-space/id391429572?mt=8

One small bug emerged after release affecting the sign in box on iPads. We pushed an update that fixed that to Apple on Sunday and it is now (2/15/2017) available in the app store as Version 3.1.

IN BRIEF

This version is 64 bit, so no more misleading message from Apple about slowing down your phone (it never did — it was exactly as fast as previous versions). A new approach to the player provides much more reliable streaming in difficult network situations, along with many bug fixes and minor improvements. It looks pretty much the same on screen, but there are big differences under the hood. The music should be far less subject to buffering interruptions. 

FREE AT LAST

iOS upgrades have always been free, but with this version we are making the iOS app free for new users as well.

VERSION 4 COMING

Why no major changes or new features? Because this version of the app will be in service only until <FANFARE!> We introduce a completely redesigned, full-featured, super-slick “Version 4” iOS app with all the features of our main web site and more. 

At the same time, we’ll be launching a brand new version of our website at www.HOS.com.

We’ve been silent about this until now, for two reasons. First, when we started the Version 4 rewrite/upgrade project over 3 years ago, we had no reliable idea how long it would take. Second, we didn’t want to create hopes and expectations for our users until we could actually deliver them.  

VERSION 3 UPDATE

As the months passed, we realized that before launching Version 4 we would have to update the existing iOS app to fix problems that had emerged due to new versions of the iOS operating system and Apple’s insistence on 64-bit compatibility. That is the Version 3 iOS app mentioned above, now in the App Store.

FLASH SUNSET

If you’ve been streaming from HOS.com using our web application, you know the service has been very reliable. Most problems are due to mixed-up email addresses, forgotten passwords, credit card issues and…Flash updates. 

Yes, we know. Like many major video sites, we are still using Flash. Despite what you may have heard, it has been an excellent streaming solution for us for the last seven years.  But technology never sleeps. Our old “backend” was difficult to update and administer, and Flash was slowly but surely being replaced by newer streaming technologies. So as part of this major rewrite and redesign we decided to rebuild our backend completely using newer streaming protocols and state of the art cloud technology from Amazon Web Services (AWS). This means that going forward the service should be even faster and more reliable. 

VERSION 3 TO VERSION 4

The current version of our web site has some geriatric elements and limitations due to the site architecture we chose in 2007. For Version 4 we commissioned first-class professional developer BAY INTERACTIVE and our longtime programmer STEPHEN BROSSEAU to start from scratch and rewrite the entire setup based on up-to-date web and mobile standards. We spent almost a year working on technical specifications,  “wireframes,” and detailed design for the new user interfaces and new apps — before starting to write code. 

WEA CULPA

We realize that some of  you have had frustrating problems with the previous generation mobile apps, and for that we apologize sincerely. We expect that the Version 3 iOS update will end those issues on the iOS side and provide reliable, though still somewhat limited access to the service for the next few months. We will follow up with a similar update for Android as soon as possible. 

VERSION 4

When Version 4 of the HOS web and iOS app goes into beta testing (please email service(at)hos.com if you want to be a beta tester)  the situation will be completely different: there will be many improvements and new features on the web site, and aside from the necessary differences in screen design and graphic layout, the feature set of the iPhone and iPad apps will be identical to the website. Many users will only know the phone version of Hearts of Space, and never need to see the full size website.

We know many of you have been waiting patiently for this, and we’re truly sorry it’s taking so long. We have learned that software development is a difficult and demanding craft, and we want to make sure we deliver a beautiful and reliable suite of apps so you can lose yourself, or find yourself, in the music.

:: SH

(more…)

OUR WEB SERVER IS MISBEHAVING

UPDATE 12/12/14: All better now, but we had to "spin up" a new virtual server with twice the capacity of the one our service provider originally advised us to use. Who knew? With cloud servers the actual capacity you get varies because you are sharing hardware with other clients. So you need more than "just enough."  At the same time, we've added better "load balancing" and  alert advisories to let our techs now when we are getting close to the edge and need to add even more capacity, reboot, etc.

It's a brave new world, folks. We're learning as we go…and so, apparently are our vendors!

:: SH

 

For the last 24 hours we've been having the most frustrating kind of intermittent outage on our web server. This also has affected operation of our mobile apps. Symptoms are slow or no loading of the site, delayed operation, or part of the service unavailable.

All hands are on deck in three states trying to resolve the issue. 

Note: For those who want to know why, the problem has to do with the provisioning and configuration of our cloud servers, which are failing intermittently under load. We are working to re-spec and re-configure them now. As soon as we get the right setup, everything should be back to normal or even better.

As always, we hate anything that disrupts service and are deeply sorry for the inconvenience.

:: SH

 

 

HOS Mobile Apps Update

Lost in the blur of end-of-the-year holiday activity, our app developers have been busy updating our mobile apps, and our beta testers have been busy checking them out and reporting back on any issues. If there are no big surprises, they should be available before the end of the year.

For ANDROID users, we have Exceptionally Good News!  With this update, the Android app will have full feature parity with iOS (Apple) at last. Y'all have been very patient and we appreciate it. The updated app also will support Android tablets — more about that below.

For iOS devices, this will be a less dramatic but satisfying update. We've installed a whole new streaming engine with far superior performance. We've added a "5 button" player control; now you can skip forward and back between tracks within a program, and also skip forward and back between programs in a channel or on a personal playlist.

The operation of the "voiceover on/off" control is now immediate and intuitive — the stream pauses, the voiceover appears or disappears, the stream continues. Nice. Finally, we've added support for the larger iPhone 5 and 5S Retina displays.

TABLET SUPPORT

IPad-v2.5-channels+Holiday-landscape

We've "ported" the app to the larger screen of tablets, which turned out to be a bigger project than it sounds. We always supported "2X" mode on the iPad, but it only worked in Portrait orientation, which was inconvenient as many apps are designed for Landscape operation, or adapt to both views.

Now we will introduce the initial release of a true tablet version of the HOS app, which we are calling Version 2.5. The first release will still look a lot like a scaled up version of the existing iPhone app, but it will have improved functionality and full feature parity with the smart phone apps; it will support both portrait and landscape orientation; and it will show up when you search for "Hearts of Space” from a tablet in the App Store and Google Play store.

As soon as this initial  tablet version of the HOS app is released we will immediately begin work on Version 3 of the mobile apps for both phones and tablets. The goal of this version is full feature parity with our web site. That means 100% archive access to all programs and albums, display of all supporting content, the ability to make and edit personal playlists and favorites, and full account management features. Squeezing all that functionality into an app (vs. a browser) is a big challenge, but we are committed to doing it.

As always, we invite and appreciate your comments right here (please note that they are moderated due to comment spam, so they don't show up immediately), or by email to help(at)hos.com.

HOS ACCOUNT SYSTEM UPDATE: We fixed the big bugs…

now it's up to you to tell us about any individual issues so we can fix them!


To do this, log in and take your new MY ACCOUNT page for a test drive. 


See how easy it is to verify and update your account, particularly your billing info.


We need this because some subscriptions and some credit and debit
card data did not transfer to the new system. Rest assured: this was due
to unavoidable mismatches between the two secure databases,
not any security problem.


By making sure your account has both your subscription and your
payment card ready, you can avoid those annoying 30 second
samples, now and when your recurring access plan is up for renewal.
Filling in your billing info will insure continuous access to your
subscription.



Here's a quick guide to HOS My Account symptoms and fixes…

Your sign in doesn’t work (“Please try again”) or, reset password doesn’t recognize your email.

Let us know you can’t find your account. We’ll find it and get it working again. Some folks signed up after the old system was not supposed to make new accounts anymore. The new system has to be updated manually. Let us know at help@hos.com.

The reset password message never arrives.

You may have registered with a non-working email address, or forgotten to update when you closed a former address. Let us know you can’t reset, and give us your actual working email address. We’ll take it from there.

You’re getting 30 second samples even though you’re sure you’ve subscribed.

Look in MY ACCOUNT for your subscription and billing information. If your subscription info isn’t there, let us know at help@hos.com.  If your credit card info isn’t there, please enter it, then ask us to bring your missing subscription into your account.

Your prepaid minutes don’t appear in the upper left of our site or in MY ACCOUNT.

Can you stream anyway? Let us know either way at help@hos.com.

You just bought new access but our app or Sonos doesn’t recognize it.

This is easy — just sign out and sign in again. That updates your rights on your mobile or in Sonos.

Hearts of Space is supposed to be the anti-frustration experience. So at the first sign of trouble, write to help@hos.com. The sooner we know about it, the sooner you will be happily streaming again.

Thanks for your patient understanding! :: HEARTS of SPACE Customer Support

UPGRADE UPDATE: Almost there

• Password reset: fixed and tweaked.
It works well now, as long as you can actually receive the confirming email at the address you've registered with us. If not, please change your email address in MY ACCOUNT or ask us to change it for you, so when your password needs to be reset you'll be able to do it.

• Inappropriate Session Expired messages: gone!
Except for one you'll receive after resetting your password. That ends your current listening session and triggers the email. Please just dismiss it and move on. We're working on getting rid of this unnecessary message.

• MY ACCOUNT
Accessible via normal sign in, no second sign in required except as a security step for purchases.

• All subscription rights
Now working properly.

INDIVIDUAL ACCOUNT ISSUES

These have to be resolved case by case — there's no wholesale fix that can be applied. But everything can be fixed and made right. We're eager to do this for each subscriber or user who discovers an issue with their account. The two major symptoms of system transition difficulty are:

• Your sign in is not accepted, and you can't reset your password with your customary email address.

• You get 30 second samples when you should get full streams, OR you don't see your subscription in MY ACCOUNT, OR you do see Prepaid Minutes purchases you don't recognize as current.

If you experience any of these issues or any other bugs or glitches we haven't yet discovered, please report them to help@hos.com right away. Please don't frustrate yourself trying to fix it or hoping that the problem will go away by itself. Let us help you resolve the problem.

When you write, please describe the symptom or issue as specifically as you can. Please include your full name or the full name on your account, and your account's registered email address. We'll research your situation and fix the underlying issues ASAP.

Thanks :: Stephen Hill and the HOS online team

UPGRADE UPDATE: Problems…

Let's just say it: in the last 48 hours there have been more glitches and bugs than we expected from the upgrade to our new E-commerce and My Account software.

Despite months of careful preparation, the transition has not gone as smoothly as we planned. Too many of our users and subscribers have been inconvenienced by one problem or another. Most issues have been caused by incomplete or inaccurate data translation between our old provider’s ancient service and the new modern system we’ve moved into.

Regardless of the reason, we apologize. It pains us to know that any of you have been frustrated by this. Uninterrupted music and trouble-free service is our prime goal at HOS, and we haven't delivered it this week.

Our engineers are working through and resolving each bug as quickly as possible, prioritizing those affecting the most people. Leyla Hill is working diligently on individual account issues brought to her attention by your emails to help@hos.com.

We ask for and appreciate your continued patience while we make things work as they're supposed to. We thank the many of you who've sent good wishes along with your bug and glitch reports. We understand that we’ve inadvertently made you all into involuntary beta testers, and we are very grateful to those whose precise and thoughtful reports aid us in resolving the issues.

ISSUES WE'RE WORKING ON

Password reset: On Friday the 31st we did a lot of work on the new password reset process. It works well now. However, when you do a password reset, for security reasons the code kills your current listening session. That's why you see a "session expired" message. We’ll eventually find a way to get rid of that. In the meantime, if you reset your password, just dismiss the message and keep going.

Repeated “session expired” messages are blocking some of you from using the service. Our engineers are focusing on this bug now and hope to fix it soon.

Blocked access to MY ACCOUNT Information and management functions is the next bug to tackle. Again some are blocked by this, others not. Please don’t frustrate yourself trying to get past this second sign-in. It’s not something you can fix. We’re working on it.

Rights issues with cancelled, but unexpired subscriptions. It’s a server issue that has to be resolved there. In the meantime, please report this to help@hos.com. If you can access Account Management under MY ACCOUNT you can reactivate the subscription temporarily, allowing you to stream music. If you can't access Account Management, we can do it for you. Then we or you can cancel the plan again once the larger rights issue is resolved on the server.

Please report issues specific to your account to help@hos.com as precisely as you can. These include:

• Can’t sign in to play music or the system doesn’t recognize your email address
• You have an email address that no longer works so you can’t get the reset password message
• Your subscription seems to be missing from your account
• Your subscription renewed or upgraded shortly before the transition, but that isn’t reflected in the new system
• You get only 30 second samples of music you know you should be able to access

We’re responding to messages to help@hos.com as quickly as possible. It helps if you include the email address you use for sign in if you email from a different address.

Again, our apologies. We promise to work through each and every issue as quickly and efficiently as we can.

:: Stephen Hill and the HOS Online crew