Frame.io experienced a critical incident on October 20, 2025 affecting Media Processing, lasting 14h 42m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 09:41 AM UTC
We are currently experiencing outages with our uploads and video playbacks. Our team is working with our third party vendors to identify the root cause and fix it.
- identified Oct 20, 2025, 09:41 AM UTC
The root cause seems to have been identified by our vendor. An initial mitigation was applied and we are seeing some signs of recovery.
- identified Oct 20, 2025, 09:42 AM UTC
We are continuing to work on a fix for this issue.
- monitoring Oct 20, 2025, 10:13 AM UTC
Our media processing is slowly recovering, and we are still monitoring the situation.
- monitoring Oct 20, 2025, 11:30 AM UTC
Our media pipeline is recovering, and we are still monitoring the situation.
- identified Oct 20, 2025, 04:16 PM UTC
We have reports of new uploads not transcoding due to an issue with our underlying infrastructure provider
- identified Oct 20, 2025, 08:53 PM UTC
We’re continuing to work toward restoring normal upload processing and playback. The issue is related to one of our third-party services, and we’re monitoring their recovery closely. We’ll provide an update as soon as things begin to improve.
- monitoring Oct 20, 2025, 11:50 PM UTC
We’re seeing improvements in playback availability and continued recovery of our media pipeline. Monitoring remains in progress.
- resolved Oct 21, 2025, 12:23 AM UTC
Our media pipeline has recovered, and new uploads are processing as expected.