01 Dec Incident report

On November 30th, h.19 UTC 2021, due to a bug in third-party software, some configuration files and shared libraries became unreachable causing the application to malfunction.

The failure has affected some of our core services like uploading, encoding, and Gate communication. Moreover, today for about 30 minutes, the application has been entirely unreachable due to our intervention.

Thanks to the partner’s live support, we could track down the bug and perform an update on the fly.

Full functionality was restored around 14 UTC. When services resumed, most of the tasks in the queue were completed automatically, but some of them required manual recovery by the user.

We want to inform you that no stored data, including sensitive user data, was compromised due to the malfunction.

We apologize to our users for the inconvenience.

Cheers,

Mnemonica