Wednesday December 14, 2022

Incident

Some users having trouble playing videos

Issue summary: From December 13, 2022 at 11:46 AM PST to December 14, 2022 at 7:30 AM PST some customers may have experienced issues while playing videos.

We determined this issue was caused by a recent frontend change that caused a failure to load videos via the streaming protocol HLS (Hypertext Live Streaming), for which no fallback existed.

To resolve this issue, we introduced a fallback to HLS allowing users to play video files with a slightly degraded experience, such as longer load times.

Additionally, we disabled a code optimization technique which fully restored HLS functionality for all users.

10:39 AM PST

We’ve resolved the issue concerning video playback quality affecting some users. You may need to reload Slack (Command/Ctrl + Shift + R) in order for this fix to be reflected on your end. We’re sorry for the disruption we brought to your day.

2:45 PM PST

We are still working to restore full video quality. In the meantime, customers might still notice a degraded experience when playing videos in Slack.

We will be sharing more updates as they become available.

10:02 AM PST

A partial fix was deployed and customers should be able to play videos. If you're still encountering any trouble, please reload Slack using Command + Shift + R (Mac) or Ctrl + Shift + R (Windows/Linux).

Some users may still see a degraded experience and we're still working on fully restoring video streaming. Please allow for some extended buffering time and videos will be played. We'll continue our investigation and will be monitoring this closely.

We'll be back with another update in an hour, unless new information becomes available before then. Thank you for your continued patience.

8:49 AM PST

We've identified what's causing the issue for some users when trying to play videos. A temporary fix is being deployed.

Most users should be seeing an improvement soon after reloading Slack using Command + Shift + R (Mac) or Ctrl + Shift + R (Windows/Linux).

If you're still encountering any trouble, downloading videos to your device will enable them to be played locally, or you can click the three dots beside the video to open it in a new window. Thank you for your continued patience.

8:06 AM PST

We apologize for the trouble that some customers are experiencing when trying to play videos. We are working hard to fix this issue as soon as possible. In the meantime, downloading videos to your device will enable them to be played locally, or you can click the three dots beside the video to open it in a new window. Thank you for your continued patience.

6:58 AM PST

We're still looking into the cause of the issue that some customers are experiencing when trying to play videos. For now, you can click on the three dots beside the video to open it in a new window or you can download videos directly to your device to play them. Thanks for sticking with us as we continue to work towards a fix.

6:28 AM PST

Our team is working hard to resolve the issue that some customers are experiencing when trying to play videos. In the meantime, downloading videos to your device will enable them to be played locally, or you can click the three dots beside the video to open it in a new window. Sorry for any inconvenience.

5:58 AM PST

We're still actively investigating the issue that some customers are experiencing with playing videos. Apologies for the trouble with this. As a workaround in the meantime, you can either download videos to play them locally on your device, or right-click on the video to open it in a new window. Thank you for your continued patience.

5:28 AM PST

We apologize for the trouble that some customers are experiencing with playing videos. We are working hard to fix this issue as soon as possible. As a workaround, you can download videos to your device and play them locally until this is resolved.

4:53 AM PST

Some customers are having trouble playing videos at the moment, and our team is actively working to resolve this. A workaround is to download videos in order to play them locally. Sorry for any inconvenience.

4:23 AM PST

We are working to resolve the issue with playing videos that some customers are experiencing. In the meantime, downloading videos will enable them to be played locally, until this is resolved. Thanks for bearing with us.

3:53 AM PST

Our team is working hard to resolve the issue that some customers are running into when trying to play videos. Apologies for the trouble with this. As a workaround for now, you can download videos in order to play them locally on your device.

3:23 AM PST

Some customers are hitting issues with playing videos at the moment. Our engineers are working to resolve this issue as quickly as possible. For now, you should be able to download videos, in order to play them. Sorry for the disruption.

2:50 AM PST

Some customers are having trouble playing videos currently. Our team is continuing to investigate this issue. As a workaround in the meantime, you can download videos and play them locally.

2:07 AM PST

Unfortunately some of our customers are currently experiencing problems while playing videos. Our team is investigating and as soon as we have an update we will keep you posted. Apologies for the disruption in the meantime.

1:36 AM PST

We’re receiving reports around trouble playing videos. We’re on the case and will provide another update once we have more details to share. We’re sorry for the inconvenience.

12:35 AM PST

Services affected

Posts/Files

Status

Incident