Rise 360: Vimeo videos not playing correctly.

Update timeline

1. identified Feb 25, 2026, 03:54 PM UTC

   We've identified an issue preventing Vimeo videos from playing correctly in Rise 360. This affects both new courses in the authoring tool and previously published courses in your LMS. The issue is caused by a third-party provider. We'll share an update within the next hour.

2. identified Feb 25, 2026, 05:05 PM UTC

   We are continuing to work on a resolution for this issue.

3. identified Feb 25, 2026, 06:11 PM UTC

   We are continuing to work on a resolution for this issue.

4. identified Feb 25, 2026, 09:44 PM UTC

   We’re looking into this with our service provider and will share an update as soon as we have one. If this is affecting you, our Support team is here to help. You can reach out anytime at articulatecase.com. Thanks for your patience! We’ll keep you posted.

5. monitoring Feb 26, 2026, 01:57 AM UTC

   We’ve deployed a fix for the issue affecting Vimeo videos embedded in Rise 360. Customers no longer need to update or replace their Vimeo links. To apply the fix, please republish your course. We’ll continue working with our third-party provider on longer-term improvements and provide additional updates.

6. monitoring Feb 26, 2026, 02:50 PM UTC

   We’ve identified the root cause. It’s related to a third-party service Rise 360 uses to render embedded Vimeo content. We’re actively working with that provider to resolve the issue at its source and eliminate the need for additional work on your end. We’ll continue to share updates here as we make progress. Thank you for your patience as we work toward a complete resolution.

7. monitoring Feb 26, 2026, 05:27 PM UTC

   We’re continuing to investigate the Embedly-related issue affecting embedded Vimeo content in Rise 360. You can implement the current fix by republishing and re-uploading to your LMS. We’re also evaluating improvements to how embedded media is handled in future courses. We’ll share further updates as soon as we can.

8. monitoring Feb 26, 2026, 10:15 PM UTC

   The provider has resolved the issue affecting embedded Vimeo content. You may see videos load normally without taking any action. If they don’t appear, clear your browser cache and reload the course. That will restore normal viewing. Thank you for continuing to work with us while we monitored this.

9. resolved Feb 27, 2026, 05:49 PM UTC

   This incident has been resolved.

10. postmortem Apr 24, 2026, 12:48 PM UTC

    **Overview** On February 24–26, 2026, some Vimeo videos embedded in Rise 360 courses did not display correctly. Instead, affected videos showed a black screen while audio continued to play. This behavior occurred in both the Rise 360 authoring environment \(including preview\) and in previously published courses viewed by learners in learning management systems \(LMSs\). The issue was traced to a change in the behavior of a third-party embed rendering provider used by Rise 360 to process multimedia embeds. This provider rendered Vimeo content in a way that disrupted the video player integration, causing the video to not display while the audio continued to play. A workaround was released that allowed Vimeo embeds to bypass the third-party rendering provider. After the provider implemented a fix and cleared their cache, normal playback behavior was restored. **Incident Details and Timeline of Events** **February 24, 2026** * **22:40 UTC** – Reports were received that Vimeo embeds in Rise displayed a black video frame while audio continued to play. The behavior was reproduced in both authoring/preview and already-published course output. * **22:50 UTC** – An internal incident triage channel was created to coordinate investigation and response. **February 25, 2026** * **13:30 UTC** – A support request was submitted to the third-party embed rendering provider used by Rise for embedded multimedia. * **15:18 UTC** – The incident was escalated to SEV2. * **15:55 UTC** – Public status communication was updated to indicate the issue had been identified and service was degraded. * **17:30 UTC** – Additional attempts were made to reach the provider through multiple contact channels. * **21:36 UTC** – A workaround was released that bypassed the embed rendering provider for Vimeo embeds. This workaround required affected courses to be republished and was deployed behind a feature flag. **February 26, 2026** * **01:31 UTC** The workaround feature flag was enabled for all customers, and guidance on the workaround was shared with customers. * **01:57 UTC** – Incident status was updated to monitoring. * **18:50 UTC** – Direct contact was established with a member of the provider’s team. * **19:39 UTC** – The provider began investigating the issue. * **21:22 UTC** – The provider reported the issue resolved. * **21:53 UTC** – The provider invalidated their CDN cache, and recovery was confirmed. * **22:23 UTC** – Community communications were updated to indicate the issue had been resolved. * **22:35 UTC** – Incident status was updated to resolved. **February 27, 2026** * **15:30 UTC** – The temporary workaround was reverted and the standard integration path between Rise, the embed provider, and Vimeo was restored. ### **Technical Context** Rise 360 uses a third-party service to process and render embedded multimedia links. During the incident, the provider used a corrupted video player, which interfered with the embedded Vimeo videos. This behavior interfered with the video player integration used to control playback, causing video frames to fail to render while audio continued to play. Because the embed rendering occurs at runtime through the provider, the behavior affected both newly authored content and previously published Rise 360 courses. **What We’re Improving** Following the incident, several improvements were identified to reduce the likelihood or impact of similar situations: * **Reducing external runtime dependencies:** Evaluating changes to ensure that published Rise courses rely primarily on Articulate-controlled infrastructure unless authors explicitly opt into third-party services. * **Embed rendering architecture:** Assessing approaches for handling embedded media that reduce dependency on external embed processing services. * **Contingency paths for media embeds:** Implementing mechanisms that allow embedded media to bypass intermediary services when needed, enabling faster mitigation if provider behavior changes. * **Operational readiness for third-party services:** Ensuring service credentials, account access, and escalation contacts for external providers are maintained and readily accessible to support faster incident coordination. These efforts are intended to strengthen resilience around embedded media playback and improve response flexibility when third-party services change behavior.