StreamShark incident
New video player unavailable with some existing video player templates
StreamShark experienced a major incident on May 21, 2026 affecting Video Player, lasting 6h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 21, 2026, 12:54 AM UTC
On 20 May at 11:43 pm UTC, our team identified an issue where the new video player is failing to load due to a compatibility issue with some existing video player templates. Our team has identified the cause and is actively working on a fix. In the meantime, users are encouraged to use the legacy player if they are unable to load the new player.
- identified May 21, 2026, 01:03 AM UTC
Our engineers have identified the cause of the new video player failing to load. Certain existing video templates contain a missing property value which prevents the new player from loading correctly. Newly created templates and the default template are not affected by this issue Workaround: If you are experiencing this issue, switching to the default template or creating a new template will resolve it. The legacy video player also remains fully operational. Our team is working on a fix to ensure all existing templates are compatible with the new player. We will post an update once a resolution has been deployed - ETA is ~1 hour
- monitoring May 21, 2026, 03:29 AM UTC
Engineers have deployed the fix and internal testing shows the issue as resolved. We will continue to monitor and close the incident if no further issues are detected.
- resolved May 21, 2026, 07:01 AM UTC
On 21 May at 6:54 am UTC, engineers completed all internal tests and verified the new player is back to normal functionality. We apologise for any disruption experienced by customers due to this issue. A post mortem report will be available in the next 24 hours.
- postmortem May 22, 2026, 06:07 AM UTC
### Incident Impact On 20 May 2026 UTC, a small number of customers experienced issues accessing certain New Player pages, which were unable to load correctly. We have since analysed every impacted playback session and can confirm that only a very small number of customers were affected. The vast majority of customers experienced no disruption, and all other StreamShark services remained fully operational throughout. ### Overview The issue was introduced as part of a recent update that added new visual customisation options to the New Player. This update inadvertently caused certain older player configurations to become incompatible, resulting in those pages being unable to display correctly. The issue was not caught prior to release as our testing at the time did not cover the older configurations in use by our customers. ### Detection The issue was identified by a member of the StreamShark team during an internal testing. Upon detection, our engineering team was immediately engaged and began working to investigate and resolve the problem. The [StreamShark status page](https://status.streamshark.io/) was updated during the issue. * **First Detected:** Wednesday, 20 May 2026 at 11:43 p.m. UTC * **Mitigated:** Thursday, 21 May 2026 at 03:29 a.m. UTC * **Ongoing Monitoring:** Thursday, 21 May 2026 at 03:30 a.m. UTC ### Root Cause The issue stemmed from a compatibility gap between a recently introduced feature and certain older player configurations. When the update was released, a safeguard that should have accounted for these older configurations was not in place. As testing had been conducted using newer configurations only, this gap was not identified before the release went live. ### Remediation The root cause has been identified and fully resolved. All affected New Player pages have been restored and confirmed to be working correctly. We understand how important reliability is to our customers, and we are taking the following steps to ensure this does not happen again: 1. **Broader testing coverage** — We have updated our testing process to validate new releases against a wider range of customer configurations, including older ones, so that compatibility issues are caught before they reach production. 2. **Automated safeguards** — We are introducing additional automated checks that will help detect potential issues earlier in the development process.