Dovetail - Intermittent video playback issues – Incident details

This incident has been resolved. Users with lingering video buffer issues from videos loaded within the past 2 days may need to reload the page with Developer Tools open, and Disable Cache checked in the Network tab: https://www.technipages.com/google-chrome-how-to-completely-disable-cache .

A small number of users are still affected by this issue. We've cleared the CloudFront cache used to fetch video files to attempt to remediate the issue more quickly. Affected users can also accelerate the remediation by trying reloading the page with Developer Tools open with Disable Cache enabled in the Network tab: https://www.technipages.com/google-chrome-how-to-completely-disable-cache . Users still affected can also try fully clearing their browser caches: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop . Note, this will also clear cookies and log you out of Dovetail and other sites used on that browser.

We are continuing to monitor for any further issues. Some videos loaded in your browser before the fix was deployed may still not play correctly. Hard-reloading Dovetail in your browser (Cmd + Shift + R on Mac, Ctrl + Shift + R on Windows) and then playing the video again, or playing the video in a different browser, can mitigate the issue.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate reported issues of intermittent video playback failures across Dovetail.

We have identified a potential solution and will be rolling it out and monitoring shortly.