[App/Intranet] [German System / US System / Pacific System] - Missing Video Insights analytics data between July 28 and August 14

Update timeline

1. resolved Aug 15, 2025, 08:32 AM UTC

   Between July 28, 2025, and August 14, 2025, at 15:00 CEST, customers may have noticed missing Video Insights. Data collection on the web app has been working correctly again since August 14. On mobile, the issue affects app versions 2025.3.180 and higher and will be resolved in the next native app release, planned for the end of August 2025. Unfortunately, any data from the affected timeframe is lost and cannot be recovered. Data gathered before July 28, 2025 was not affected and was stored correctly. We apologize for the inconvenience. If you have any questions regarding this matter, please contact our support team.

2. postmortem Sep 12, 2025, 07:57 PM UTC

   **Summary** Between July 28, 2025, and August 14, 2025, at 15:00 CEST, customers may have noticed missing Video Insights. Data collection on the web app has been working correctly again since August 14. **What happened** A recent change unintentionally affected how video views were tracked. **Impact** Some events were not counted in the video analytics reports. **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the alerting. Thank you for your patience and understanding while we work to improve our services and prevent future disruptions. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [[email protected]](mailto:[email protected]).