Introduction
It can be frustrating when a release you've carefully prepared refuses to move forward: staying stuck in Draft, showing an endless "Submitting..." message, or displaying an error like "release not found" when you try to add audio. These glitches are usually temporary and can often be resolved with a few simple checks. This guide walks you through the most common fixes, and explains when to reach out to our support team for further investigation.
Common Causes
Before diving into troubleshooting, it helps to understand what might be behind the issue:
- Browser or cache problems: stored data or extensions can interfere with the submission process.
- Incomplete required fields: even if the form looks complete, a hidden mandatory field might be missing.
- Audio file issues: unsupported formats, corrupted uploads, or a temporary server hiccup can trigger a "release not found" error.
- System delays: occasionally, the platform may take longer than usual to process a submission, leaving the status in limbo.
Step-by-Step Troubleshooting
Try these steps in order. Most stuck releases are resolved by step 3 or 4.
- Refresh and try a different browser
Sometimes a simple page refresh (F5 or Ctrl+R) clears the glitch. If the issue persists, switch to another modern browser (Chrome, Firefox, Edge) or use incognito/private mode. This rules out extension conflicts and corrupted cache. - Clear your browser cache and cookies
Go to your browser settings and clear cached images/files and cookies for the last hour or day. Then log back into your InterSpace account and try again. - Double-check all required fields
Open the release in Draft mode and carefully review every section. Look for red error indicators or fields that may have been left blank, especially metadata like primary artist, title, genre, and language. Even if a field appears filled, re-enter the information and save. - Re-upload your audio file
If you see a "release not found" error when adding audio, remove the existing file and upload it again. Make sure the file meets our format requirements (WAV or FLAC, 16-bit or 24-bit, 44.1 kHz or higher). If the upload fails repeatedly, try a different audio file to test whether the issue is file-specific. - Save as draft and re-submit
After verifying all details, click "Save as Draft" and wait a moment. Then open the release again and click "Submit". This can reset the submission process and clear any temporary flags. - Check for error messages
If you see a specific error (like "release not found"), take a screenshot. This will help our support team diagnose the problem quickly if you need to escalate.
When the Status Says "Submitted" but the Release Is Still in Draft
Sometimes the system shows a "Submitted" confirmation but the release remains in Draft. This can happen due to a display delay or a partial submission. Wait a few minutes and refresh the page. If the status doesn't update, do not re-submit multiple times, as this may create duplicate entries. Instead, contact support with the release title and any error messages you saw.
When to Contact Support
If you've tried all the steps above and the release is still stuck, it's time to let us help. Please reach out to our support team and include:
- The exact release title (e.g., "God Sent")
- A description of what happens when you try to submit (e.g., "keeps showing Submitting... indefinitely")
- Any error messages you've seen (screenshots are very helpful)
- The browser and device you're using
Our team can investigate further, check for backend issues, and if needed, escalate to our technical team. We'll work with you to get your release moving again.