Cloud Migration
Scheduled Maintenance Report for Kaltura
Completed
The scheduled maintenance has been completed.
Posted Sep 05, 2020 - 18:07 UTC
Update
Current Status of Open Issues:

Update – Playback - We identified an issue that affected Playback on entries that were uploaded/transcoded on September 3rd. Symptoms include buffering, spinning wheel or dark screen. The root cause has been identified and addressed. For entries created on September 3rd, please work with our Customer Care team; we are anticipating one additional fix that will allow us to re-process these entries. An update will be provided on Monday.

Update - Transcoding and Upload Delays – work continues to reduce the backlog and we have seen significant improvement in the overall queue. We still face a higher than normal volume of jobs, however we expect the queue to clear over the weekend. We are closely monitoring this situation.

Update - Webcast File Upload – fix has been completed and is still in QA. An ETA will be provided based on QA results. In the interim, if you need to run a Webcast and require slides during the weekend, please contact Customer Care for alternate options.

Update - Doc Conversion – fix has been completed and will be moving into QA phase. ETA will be provided on Monday.

Update - Upload Errors & VOD Playback Errors and Thumbnail Images – due to ongoing optimizations on the platform, occasional errors may occur. We are planning to address these items with resolution by end of the weekend.

Update - Captioning performance – we are still working with the vendor to find the root cause for the delays. We are actively mitigating the delays as best as possible. Delays are currently contained to less than 10 hours. We expect the queue to reduce over the weekend.

What to expect next – we will update the status page by 6 PM UTC on Saturday, September 5th.
Posted Sep 04, 2020 - 21:03 UTC
Update
Current Status of Open Issues:

New – Playback - We have identified an issue affecting Playback on entries that were upload/transcoded on September 3rd. Symptoms include buffering, spinning wheel or dark screen. The root cause has been identified and we are working to resolve as the top priority. If you are still seeing issues with or have concerns about entries created on September 3rd, please contact Customer Care.

Update - Transcoding and Upload Delays – work continues to reduce the backlog and we have seen significant improvement in the overall queue. We still face a higher than normal volume of jobs, however we expect the queue to clear over the weekend. We are closely monitoring this situation.

Update - Webcast File Upload – fix has been completed and is still in QA. An ETA will be provided based on QA results. In the interim, if you need to run a Webcast and require slides during the weekend, please contact Customer Care for alternate options.

Update - Doc Conversion – work is in progress and an update on the ETA will be provided on Tuesday.

Update - Upload Errors & VOD Playback Errors and Thumbnail Images – due to ongoing optimizations on the platform, occasional errors may occur. We are planning to address these items with resolution by end of the weekend.

Update - Captioning performance – we are still working with the vendor to find the root cause for the delays. We are actively mitigating the delays as best as possible. Delays are currently contained to less than 10 hours. We expect the queue to reduce over the weekend.

What to expect next – we will update the status page by 10 PM UTC on Friday, September 4th.
Posted Sep 04, 2020 - 13:56 UTC
Update
Update - Current Status of Open Issues:

No changes to share since our last status update from last night.

Next status update will be posted here at 2pm UTC.
Posted Sep 04, 2020 - 10:18 UTC
Update
We are continuing to verify the maintenance items.
Posted Sep 03, 2020 - 21:25 UTC
Update
Current Status of Open Issues:

Update - Transcoding and Upload Delays – earlier today we doubled the processing capacity to address the delays. Today we observed continuing improvement in the backlog. We still face a high volume of jobs and still expect the queue to clear over the weekend. We are closely monitoring this situation.

Update - Webcast File Upload – fix has been completed and is in QA. An ETA will be provided based on QA results. In the interim, if you need to run a Webcast and require slides during the weekend, please contact Customer Care for alternate options.

Update - Doc Conversion – work is in progress and an update on the ETA will be provided on Tuesday.

Update - Upload Errors & VOD Playback Errors and Thumbnail Images – due to ongoing optimizations on the platform, occasional errors may occur. We are planning to address these items with resolution by end of the weekend.

Update - Captioning performance – we are still working with the vendor to find the root cause for the delays. We are actively mitigating the delays as best as possible. Delays are currently contained to less than 10 hours. We expect the queue to reduce over the weekend.

What to expect next – we will update the status page by 10 AM UTC on Friday, September 4th.
Posted Sep 03, 2020 - 21:17 UTC
Update
Current Status of Open Issues:

KMS/KAF – Availability issues occurred between 12:40 - 12:49 PM UTC on KMS/KAF due to an optimization applied to the platform to resolve other issues.

Update - Transcoding and Upload Delays – earlier today we doubled the processing capacity to address the delays. We continue to see improvement of the backlog. We still face a high volume of jobs and still expect the queue to clear over the weekend. We are closely monitoring this situation.

Update - Webcast File Upload – fix is in progress and a new ETA will be provided in a later update.

Update - Doc Conversion – work is in progress and ETA will be provided on Thursday evening UTC.

Upload Errors & VOD Playback Errors and Thumbnail Images – due to ongoing optimizations on the platform, occasional errors may occur. We anticipate these will be cleared over the weekend. We are closely monitoring the system to ensure normal performance.

Update - Captioning performance – we are still working with the vendor to find the root cause for the delays. We are actively mitigating the delays as best as possible. Delays are currently contained to less than 10 hours.

What to expect next – we will update the status page by 10 PM UTC on Thursday, September 3rd.
Posted Sep 03, 2020 - 14:28 UTC
Update
Update - Maintenance Notice

Current Status of Open Issues:

Update - Transcoding and Upload Delays – since the last update we doubled the processing capacity to address the delays. We still face a high volume of jobs but still expect the queue to clear over the weekend. We are closely monitoring this situation.

Update - Webcast File Upload - the engineering team is still working on a fix. We are extending the timeline and will provide the updated ETA on Thursday evening UTC.

Update - Doc Conversion - work is in progress and ETA will be provided on Thursday evening UTC.

Upload Errors & VOD Playback Errors and Thumbnail Images – intermittent issues experienced by some KMC and KMS users yesterday have been resolved. We are closely monitoring the system to ensure normal performance.

Update - Captioning performance – we are still working with the vendor to find the root cause for the delays. We are actively mitigating the delays as best as possible. Delays are currently contained to less than 10 hours.

What to expect next – we will update the status page by 2 PM UTC on Thursday, September 3rd.
Posted Sep 03, 2020 - 10:18 UTC
Update
Maintenance Notice:
Please note that we will be conducting system maintenance overnight (~10pm - 6am UTC) in order to address and resolve many of the issues listed below.

Current Status of Open Issues:

Update - Transcoding and Upload Delays – earlier today we increased processing capacity to address the delays. Progress is being made on the large backlog, however due to high queue volume, we expect the queue to clear over the weekend. We are closely monitoring this situation. By Monday morning, September 7th, we expect to return to normal processing.

Update - Webcast File Upload - the engineering team completed an initial fix however it requires additional development. We are extending the timeline and will provide the updated ETA on Thursday morning UTC.

Update - Doc Conversion - work is in progress and ETA will be provided on Thursday morning UTC.

Upload errors – some KMC and KMS users may be experiencing Upload errors. Our team is working on the issue and expect it to be resolved on Thursday morning UTC.

VOD Playback Errors and Thumbnail images – some users may be experiencing errors on playback of VOD entries and/or thumbnail images not appearing on some entries. We expect this to be resolved on Thursday morning UTC.

Update - Captioning performance – we are still working with the vendor to find the root cause for the delays. We are actively mitigating the delays as best as possible. Delays are currently contained to less than 10 hours.

What to expect next – we will update the status page by 10 AM UTC on Thursday, September 3rd.
Posted Sep 02, 2020 - 22:06 UTC
Update
Current Status of Open Issues:

Update - Transcoding and Upload Delays – we have increased our capacity to address the delays. You should expect to see processing times improve throughout the day. We still have a large backlog to clear, however we are closely monitoring this situation and expect the queue to clear over the weekend. By Monday morning, September 7th, we expect to return to normal processing.

Update - Webcast File Upload and Doc Conversion - the engineering team is completing work on this and we are on track to go live with a fix by early morning (US time) on Thursday, September 3rd.

API and Access Denied issues – yesterday afternoon into this morning (EST) some users may have received API or Access Denied errors when attempting to access a video. This issue has been mitigated as of late this morning.

Playback issues – between 11:00AM and 11:13AM users may have experienced Playback issues. This issue has been resolved.

Upload errors – some KMC and KMS users may be experiencing Upload errors. Our engineering team is working on the issue and expects it to be resolved in the coming hours.

Update - Captioning performance – We are actively working with one of our Captioning vendors to address delays in processing that we have been experiencing in the past few days. We will provide an update on expected resolution in the next update

What to expect next – we will update the status page by 6:00PM EST with updates
Posted Sep 02, 2020 - 18:28 UTC
Update
Current Status of Open Issues:

- Transcoding and Upload Delays -- rate of processing is improved, however there is still a load in the queue. We are closely monitoring and expect the queue to clear out in the next 24 hours.
- Webcast File Upload and Doc Conversion - the engineering team is back working on this and we are on track to go live with a fix by early morning (US time) on Thursday, September 3rd.


Resolved:
- REACH captions -- queue is processing normally.

Please follow us here as we will post updates every few hours.

And as always, if you experience any additional issues, please create a new case with our Customer Care team: https://support.kaltura.com/
Posted Sep 02, 2020 - 08:54 UTC
Update
Currently our teams are continuing to work to resolve the following issues:

Current Status:

- Transcoding and Upload delays -- rate of processing is improved, however, there is still a load in the queue. We are closely monitoring and expect the queue to clear in the next 36 hours.
- Webcast File Upload and Doc convert -- fix is in QA, expected deployment is within 24 hours.

Resolved:
- REACH captions -- queue is processing normally.

We will be making additional optimizations in performance over the coming days and will keep this section updated.

If you experience any additional issues, please create a new case with our Customer Care team: https://support.kaltura.com/
Posted Sep 01, 2020 - 21:16 UTC
Update
Maintenance last night was successful and achieved the desired outcome. Currently our teams are continuing to work to resolve the following issues:

Current Status:
- Transcoding and Upload delays -- rate of processing is improved, however, there is still load in the queue. We are closely monitoring and expect the queue to clear in the next 48 hours.
- Webcast File Upload and Doc convert -- fix is in progress
- REACH captions -- temporary delays that will be cleared shortly

We will be making additional optimizations in performance over the coming days and will keep this section updated.

If you experience any additional issues, please create a new case with our Customer Care team: https://support.kaltura.com/
Posted Sep 01, 2020 - 14:09 UTC
Update
August 31st: Tonight Kaltura will execute some optimizations post migration, to address some of the issues customers experienced during the day.

Maintenance is planned between 9PM until 3AM UTC. Downtime isn't expected during this maintenance, however, there might be some slowness in various API executions.
Posted Aug 31, 2020 - 21:04 UTC
Update
Current Status:

- Webcast File Upload and Doc convert -- in progress
- Transcoding and Upload delays -- in progress

We are working to resolve any open issues and are closely monitoring the system. We will be making additional optimizations in performance over the coming days and will keep this section updated.

If you experience the above or any additional issues, please create a new case with our Customer Care team: https://support.kaltura.com/
Posted Aug 31, 2020 - 20:10 UTC
Update
Status Update:
- Earlier issues with API errors and Uploads -- mitigated
- Webcast File Upload and Doc convert -- in progress

We are closely monitoring and will be making optimizations in performance over the coming days and will keep this section updated.

If you experience the above or any additional issues, please contact our Customer Care team and file a case with us.
https://support.kaltura.com/
Posted Aug 31, 2020 - 17:30 UTC
Update
Migration to our Cloud Service Provider (AWS) was completed successfully as of Sunday, August 30th, at 8pm UTC.

Since then performance has been overall stable. We are closely monitoring and testing the new environment and have seen some functional issues. Therefore, some customers might experience some of the following issues:

Webcast File Upload and Doc convert - in progress
Upload - investigating
API errors - investigating

The teams are working hard to mitigate the above issues as quickly as possible.

If you face one of the above issues, please contact our Customer Care team and file a case with us. https://support.kaltura.com/
Posted Aug 31, 2020 - 14:52 UTC
Update
Migration to our Cloud Service Provider (AWS) was completed successfully as of Sunday, August 30th, at 8pm UTC.

Since then performance has been overall stable. We are closely monitoring and testing the new environment and have seen some functional issues. Therefore, some customers might experience some of the following issues:

Transcoding - resolved; monitoring
Webcast File Upload and Doc convert - in progress
Upload - investigating

The teams are working hard to mitigate the above issues in the next coming hours.

If you face one of the above issues, please contact our Customer Care team and file a case with us. https://support.kaltura.com/

Lastly, if your organization is experience log-in issues across many of your users, first thing to check is that you followed the White Listing Procedure we had shared few weeks back. If you don’t have this procedure handy please contact our Customer Care team for help with this matter.
Posted Aug 31, 2020 - 14:15 UTC
Verifying
Migration to our Cloud Service Provider (AWS) was completed successfully as of Sunday, August 30th, at 8pm UTC.

Since then performance has been overall stable. We are closely monitoring and testing the new environment and have seen some functional issues. Therefore, some customers might experience some of the following issues:

· Transcoding time
· Webcast – in case you need to use slides then upload file still doesn’t work
· Documents conversion is not working
· Some upload issues

The teams are working hard to mitigate the above issues in the next coming hours – with main focus on the Webcast slide issue to be addressed by 11am UTC.

Shall you face one of the above issue, please reach our Customer Care team and file a tickets with us.

Lastly, if your organization is experience log-in issues across many of your users, first thing to check is that you followed the White Listing Procedure we had shared few weeks back. If you don’t have this procedure handy please contact our team for help with this matter.
Posted Aug 30, 2020 - 20:25 UTC
Update
We will be undergoing scheduled maintenance during this time.
Posted Aug 30, 2020 - 13:17 UTC
Scheduled
In order to ensure our customers optimal stability and continued service during our Cloud Migration, we have postponed the cut-over to our Cloud Service Provider until Sunday, August 30th. This is to complete the extensive testing plans.

Our current schedule is to complete the cut-over in the morning (Eastern) on Sunday, August 30th, however, please follow our Status Page for updates. Updated time-frames will be posted early Sunday.

Dear customers, please note that there is a world wide Internet problem which impacting many web sites, ISPs, and video services. You might experience some intermittent issues caused by this issue. Please consult your IT team to confirm the issues are internet connectivity related.
Posted Aug 29, 2020 - 22:43 UTC
This scheduled maintenance affected: Kaltura REACH (captioning service) (Quality of caption services), Upload (Upload Speed), and Transcoding, Playback, Kaltura API, Kaltura MediaSpace.