Frame.io incident

Intermittent delays with uploads and transcodes

Major Resolved View vendor source →

Frame.io experienced a major incident on March 17, 2025 affecting next.frame.io (V4) and app.frame.io (LEGACY) and 1 more component, lasting 1h 58m. The incident has been resolved; the full update timeline is below.

Started
Mar 17, 2025, 01:03 AM UTC
Resolved
Mar 17, 2025, 03:02 AM UTC
Duration
1h 58m
Detected by Pingoru
Mar 17, 2025, 01:03 AM UTC

Affected components

next.frame.io (V4)app.frame.io (LEGACY)Developer PlatformMedia Processing

Update timeline

  1. investigating Mar 17, 2025, 01:03 AM UTC

    We are investigating intermittent delays with asset uploads and transcodes for some users. For affected users, assets are uploading but you may experience a delay with the initial playback until transcodes complete.

  2. identified Mar 17, 2025, 01:24 AM UTC

    The issue has been identified and we are in the process of restoring service to uploads processing. We will update with an ETA when available.

  3. identified Mar 17, 2025, 01:58 AM UTC

    Uploads are now completing, and we are scaling our media cluster to help work through the backlog of assets being processed

  4. monitoring Mar 17, 2025, 02:25 AM UTC

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

  5. monitoring Mar 17, 2025, 02:25 AM UTC

    We are continuing to monitor for any further issues.

  6. resolved Mar 17, 2025, 03:02 AM UTC

    The upload functionality has been restored and the majority of assets uploaded during the incident window have completed processing, with a small handful expected to complete within the hour. All newly uploaded assets are processing as expected.