Atlassian Loom incident
Some Loom users experiencing no audio when viewing recordings
Atlassian Loom experienced a major incident on November 19, 2025 affecting Recording and Viewing and 1 more component, lasting 7h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Nov 19, 2025, 10:32 PM UTC
We are aware of some customers that are experiencing no audio when viewing their Loom recordings. Our team has identified this issue and is working urgently to restore the audio for these recordings. Please rest assured that the audio has been recorded correctly, and we expect this to be fully available when this incident is resolved. New recordings are no longer impacted by this issue. We will provide an update within two hours with our progress as the team continues to investigate.
- identified Nov 20, 2025, 12:33 AM UTC
Our team believes that we have identified the cause of the issue impacting audio during playback of videos for some customers. As mentioned in our previous updates, new recordings will be working as expected, however videos recorded between 19 Nov 16:51 UTC and 19 Nov 21:30 UTC are expected to be impacted by this issue. A fix for this issue to restore audio to these recordings is now being developed and tested, and we expect to have further update within 2 hours on progress for this resolution.
- identified Nov 20, 2025, 02:30 AM UTC
The fix to resolve issues on audio recordings impacted by this incident is now being prepared for deployment. Currently the expected duration of the rollout is 3 hours, at which point we expect the audio from the impacted recordings to be fully restored. We will provide further update at that time with the progress of the restoration and provide any additional information that may be required.
- resolved Nov 20, 2025, 05:39 AM UTC
The rollout of the fix for impacted videos without audio has now completed. Customers should now be able to review existing videos without audio and see that it has been properly restored. If you are continuing to see any issues with playback of your videos, please reach out to Loom support for assistance. We apologize for any inconvenience caused by this issue.