ftrack experienced a major incident on October 20, 2025 affecting Media hosting & encoding, lasting 16h 14m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 01:38 PM UTC
We are investigating an issue with our 3rd party provider for video transcoding in ftrack. Affected regions are EU, US, ASIA
- identified Oct 20, 2025, 01:45 PM UTC
The issue has been identified and a fix is on the way
- monitoring Oct 20, 2025, 02:15 PM UTC
A fix to transcoding issue is being rolled out to all customers affected. This will impact all new transcoding jobs. Existing jobs that are stuck in "In progress" state are still affected by the issue. We will update on the status of these in the next hour.
- monitoring Oct 20, 2025, 04:44 PM UTC
All workspaces have been updated with a fix that resolves transcoding issues for all newly submitted jobs. Jobs that are still stuck in "In progress" might still not be resolved.
- resolved Oct 21, 2025, 05:53 AM UTC
Issues with video transcoding have been resolved. If you are still seeing any issues with transcoding and asset previews, please reach out to support.