Avid experienced a major incident on June 30, 2023 affecting Pro Tools Projects & Collaboration, lasting 5d 16h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 06, 2023, 02:09 AM UTC
For some users, a blank white window may display when launching Pro Tools. This window can be closed with no consequences. We have identified a potential cause and are working on a fix.
- resolved Jul 06, 2023, 05:21 AM UTC
This issue has now been resolved.
- postmortem Jul 12, 2023, 06:47 PM UTC
The environment that supports Pro Tools Cloud Collaboration and Project Sync was experiencing an issue beginning on 06/30/2023 that caused some users to experience a blank white screen when launching Pro Tools. There was a page that Pro Tools called to retrieve the status of the Cloud Collaboration system, the page is empty when there are no issues to report. If the page is not empty, then Pro Tools will display this page as a window upon launch as a way to communicate potential issues to the user. Avid has since moved to using a different method of communicating system status to users via [https://status.avid.com.](https://status.avid.com.) On 6/30/23, one of our vendors began experiencing heavier than usual traffic and as a mitigation strategy started routing traffic through nodes that were previously unused. At least one of these new nodes was not accurately returning the results of this issues page as "empty" and therefore triggered Pro Tools to attempt to render this page even though there was no content to display. In order to resolve this issue, we worked with our vendor correct the nodes that were causing this issue. Additionally we removed the older Issue page system entirely from our infrastructure to prevent future occurrences.