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Our engineering team identified an issue and implemented a a fix.

We are currently experiencing some slowness in our Video Portal (Kaltura Mediaspace) and Kaltura Events due to issues with our API. Our engineering team is in progress with this issue investigation to identify the root cause and implement a solution as the top priority and will provide an update in the next 60 minutes

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and we are currently working on a resolution.

We are currently investigating an issue with the Zoom integration.

This incident has been resolved.

We are continuing to monitor for any further issues.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

We are investigating an issue that users might experience intermittent slowness or failure while using Kaltura Mediaspace. Our engineering team is in progress with this issue investigation to identify the root cause and implement a solution as the top priority, and will provide an update in the next 60 minutes

The incident was resolved.

A fix was implemented we are monitoring the status.

We are investigating an issue that users might experience slowness or failure upon accessing Analytics.

We are continuing to investigate this issue.

We are investigating an issue that users might experience slowness or failure upon accessing Analytics. Our engineering team is in progress with this issue investigation to identify the root cause and implement a solution as the top priority and will provide an update in the next 60 minutes

This incident has been resolved, closing the incident.

Update: Our engineering team mitigated the issue and released a fix, issue is resolved. Please test and report if you still experience errors, please use our chat service or submit a ticket using the customer portal: https://support.kaltura.com/login

Issue identified, our team working to mitigate the issue and will deploy a fix. Next update will be during the next hour.

We are continuing to investigate this issue.

We are monitoring an issue that users might experience failure upon accessing the KAF/LMS component or getting Application error. If you may experience any issue with the KAF/LMS access or any other failure such as Access Denied error, please report this issue by using our chat service or submit a ticket using the customer portal: https://support.kaltura.com/login

We are monitoring an issue that users might experience failure upon accessing the KAF/LMS component or getting Application error. If you may experience any issue with the KAF/LMS access or any other failure such as Access Denied error, please report this issue by using our chat service or submit a ticket using the customer portal: https://support.kaltura.com/login

This incident has been resolved.

We are continuing to monitor for any further issues.

We have deployed a fix to address the access denied issue and access failures. All issues should be resolved, we will keep monitoring the system.

We have deployed a fix to address the access denied issue and access failures. All issues should be resolved, we will keep monitoring the system.

We have deployed a fix to address the access denied issue and access failures. All issues should be resolved, we will keep monitoring the system.

We are monitoring an issue that users might experience failure upon accessing the KAF/LMS component or getting Application error. If you may experience any issue with the KAF/LMS access or any other failure such as Access Denied error, please report this issue by using our chat service or submit a ticket using the customer portal: https://support.kaltura.com/login

The issue has been resolved, the incident is closed.

Current Status: An issue that intermittently affected access to MediaSpace and Event Platform has been identified, leading to occasional failures for users trying to access these services. The issue has been resolved, and access to MediaSpace and Event Platform has returned to normal operation with no reported issues. What to Expect Next: The issue has been resolved, and ongoing monitoring will be conducted.

What is the issue: We are investigating an issue that users might experience slowness or access failure while using MediaSpace (KMS/KAF) or API. Current status: Our engineering team in progress to investigate the root cause. What to expect next: we will update during the next hour

The issue has been resolved, the incident is closed.

Current Status: An issue that intermittently affected access to KMS/KAF has been identified, leading to occasional failures for users trying to access these services. The issue has been resolved, and access to KMS/KAF has returned to normal operation with no reported issues. What to Expect Next: The issue has been resolved, and ongoing monitoring will be conducted.

We are continuing to investigate this issue.

What is the issue: We are investigating an issue that users might experience slowness or access failure while using MediaSpace (KMS/KAF) or API. Current status: Our engineering team in progress to investigate the root cause. What to expect next: we will update during the next hour

What was the issue: Users might have experienced slowness or seen error 500 while using MediaSpace and API. Current status: The system is back to normal and no slowness while accessing MediaSpace/API. Issue is resolved and no further impact is expected. What to expect next: System back to normal, closing the incident.

What is the issue: Users might experience slowness or see error 500 while using MediaSpace and API. Current status: The system is back to normal and no slowness while accessing MediaSpace/API. Also, our engineering team is in the process of continuing the investigation. What to expect next: The system is back to normal and we are monitoring it, will update during the next 2 hours.

What is the issue: Users might experience slowness while using MediaSpace and API.  Current status:  Our engineering team is in the process of investigating the root cause and solving the slowness issue.  What to expect next:  We will share the next update during the next hour

What was the Issue: users were experiencing issues with the loading MediaSpace pages that use the Annoto module. Current Status: the issue is resolved and we are closing the incident.

MediaSpace Degradation What is the issue: Users might experience issues when loading MediaSpace page. It affects environments that using Annoto module. Issues caused due to a new version of Annoto module. Current status: Our engineering team deployed a change and issue is resolved. KMS loads normally with no issues even when Annoto module is enabled. What to expect next: Issue resolved, we will keep monitoring, and will close the incident in 4 hours.

What is the issue: Some users might experience issues when loading MediaSpace that is using Annoto module. Current status: Our team is investigating the behavior. What to expect next: The next update will be provided in 30 minutes.

What was the Issue: users were experiencing issues with the recordings in Kaltura Virtual Meeting Rooms. Current Status: the issue is resolved and we are closing the incident.

AWS has identified the root cause and deployed a fix to resolve this issue, therefore the reported issues been resolved. All services are fully operational. We will keep actively monitoring the system during the next 24 hours for any changes.

A fix has been implemented and we are monitoring the results.

Due to service degradation in AWS, we are experiencing issues with the recordings in Kaltura Virtual Meeting Rooms. We will provide an update regarding this issue within an hour.

Cloud infrastructure failure caused intermittent slow API response times and errors, as well as issues when loading Mediaspace. The respective machines were replaced and the system was restored. Systems are fully operational.

What was the issue: Kaltura Customer Portal was unavailable due to Salesforce performance degradation. As a result, users were not able to access the support portal: support.kaltura.com Current status: Our team has applied a fix to this issue, so Kaltura Customer Care Portal is back to being fully operational.

What is the issue: Kaltura Customer Portal became unavailable due to Salesforce performance degradation. More details at: https://status.salesforce.com/current As a result, users cannot access the support portal: support.kaltura.com Current status: Our team is working with our vendor on this matter. What to expect next: The next update will be in 30 minutes.

The issue has been resolved and we are closing this incident.

What was the issue: We have identified issues with Kaltura API service, general services interruption. Users might experience issues when loading the KMS/KMC/Playback/player/Thumbnail/captions. Current status: Our team identified the issue and already mitigated the impact, users shall be able to access and use Kaltura service, we will keep monitoring to ensure the issue is fully resolved.   What to expect next: We will keep monitoring and the next update will be provided in 1 hour.

What is the issue: We have identified issues with Kaltura API service, general services interruption. Users might experience issues when loading the KMS/KMC/Playback/player/Thumbnail/captions. Current status: Our team identified the issue and is working on resolution. What to expect next: The next update will be provided in 30 minutes.

This incident has been resolved.

What was the issue: We have identified issues with Kaltura service, general service degradation. Current status: Our team identified the issue and already mitigated it, at this stage the issue is resolved and all functionality is back to work normally.   What to expect next: Issue is fully resolved and we will keep monitoring it, will close the incident during the next hour.

What is the issue: We have identified issues with Kaltura service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/player/Thumbnail/captions. Current status: Our team identified the issue and working on resolution. What to expect next: The next update will be provided in 30 minutes.

This incident has been resolved.

What was the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Our engineering team identified and mitigated the issue, all components KMS/KMC/Playback/Upload/Thumbnails/Captions and API are all back to normal and function normally.  What to expect next: Issue has been fully resolved, we will keep monitoring the behavior during the next 24 hours and close the incident.

What was the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Our engineering team identified and mitigated the issue, KMS/KMC/Playback/Upload and API components are back to normal and function normally, however, the Thumbnails are still not fully recovered yet.  What to expect next: We will keep monitoring, next update will be in 1 hour.

What is the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Users may experience intermittent load issues, our engineering team is working on mitigating the issue. What to expect next: We will keep monitoring, the next update will be in 30 minutes.

What was the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Our engineering team mitigated the issue, at this point we are still in recovery stage. Users might also experience some slowness with thumbnail loading. What to expect next: We keep monitoring all services and will provide another update in 1 hour.

What is the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Our engineering team identified and mitigated the issue, at this point we are in recovery stage, all components are back to normal and KMS/KMC/Playback/Player loads. What to expect next: Issue has been resolved, we will keep monitoring it and the next update will be provided in 1 hour.

What is the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player . Current status: Investigation is currently in progress, the team is working on mitigating the issue. What to expect next: Next update will be provided in 30 minutes.

What is the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Our team is actively working on a resolution. What to expect next: The next update will be provided in 30 minutes.

What is the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player . Current status: Our team identified the issue and is working on a resolution. What to expect next: We will provide an update during the next 30 minutes.

What is the issue: We have identified issues with KLTR service, general service degradation. Users might experience issues when loading the KMS/KMC/Playback/Player. Current status: Our engineering team is investigating the issue and in progress to mitigate this issue.   What to expect next: We will provide another update in 30 minutes.

What was the Issue: Our team was investigating a possible issue in the API that may affect the playback Current Status: Our team implemented a patch to mitigate the issue. and we are monitoring the results. What to Expect: The issue is resolved, and we are closing the incident

What is the Issue: Our team is investigating an issue with possible issue in the API that may affect playback Current Status: Our team identified the issue and implemented a patch to mitigate the issue. and we are monitoring the results. What to Expect: The issue is resolved, we will keep monitoring the system for the next coming hours

What is the Issue: Our team is investigating an issue with possible issue in the API that may affect playback Current Status: Our team identified the issue and is actively working on a resolution. What to Expect: The next update will be provided in 1 hour.

This incident has been resolved.

What was the Issue: Users may have experienced delays with processing closed captions. Current Status: The Caption vendor identified the root cause of the issue, the failure mainly happened with YouTube Captions due to recent changes. The Caption Vendor confirmed that the issue was resolved after they deployed a hotfix earlier this morning, the process and the caption flow are back to working normally, and we have tested some requests to monitor the results. At this stage, our team started to re-generate all the failed captions requests since Dec 1st, the process is already in progress and will take a few hours to complete the re-generate of all tasks. What to Expect Next: The issue is resolved, we will keep monitoring the caption flow during the next few hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: The vendor confirmed that the process and the caption flow is back to work normally, and we have tested some requests to monitor the results. At this stage, our engineering team is working with the vendor to re-generate the failed requests since Dec 1st. Next update regarding the re-generate process status will be posted by the end of the day (EST) Monday Dec 5th

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is still investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in upcoming hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is still investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in next coming hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is still investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in 2 hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is still investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in 2 hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is currently investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in 2 hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is currently investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in 2 hours.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Vendor's Engineering team is investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in 1 hour.

What is the Issue: Users may experience delays with processing closed captions. Current status- Vendor's Engineering team is in the progress of investigating this issue and analyzing the captions delay. What to Expect: The next update will be provided in 1 hour.

What is the Issue: Users may experience delays with processing closed captions. Current Status: Our team is investigating an issue with closed captions and working to resolve it as quickly as possible. What to Expect: The next update will be posted within 1 hour.

Resolved - What was the Impact: Users might have received an error when uploading files. Current Status: Kaltura Engineers identified the root cause and implemented a patch to mitigate the issue. The issue was resolved, and uploading files functioned as designed. What next: The issue is resolved, and closing this incident.

What is the Issue: Our team is investigating an issue with degraded upload speeds and working to resolve it as quickly as possible. Current Status: Our team identified the issue and is actively working on a resolution. What to Expect: The next update will be provided in 1 hour.

What was the Impact: Users might have experienced issues with Closed Captions Editor not loading. Current Status: Our engineering team has identified that the issue happened due to the recent release and applied the fix for the related failure. What next: The issue is resolved and we are closing this incident.

What was the Impact: Users might have experienced issues with Closed Captions Editor not loading. Current Status: Our engineering team has identified that the issue happened due to the recent release and applied the fix for the related failure. What to Expect: The issue is resolved, we will keep monitoring the behavior during the next hour.

What is the Issue: users may experience issues with Closed Captions Editor not loading. Current Status: Our engineering team is in the progress of investigating this issue and analyzing the errors. What to Expect: The next update will be provided in 30 minutes.

Resolved - What was the Impact: Users might have received an error when uploading files. Current Status: Kaltura Engineers identified the root cause and implemented a patch to mitigate the issue. The issue was resolved, and uploading files functioned as designed. What next: The issue is resolved, and closing this incident.

What was the Issue: There was an issue with degraded upload speed. Current Status: The matter is resolved. The team made the required changes to mitigate the issue. What to expect next: We will continue to monitor the system till the end of the day. Please reupload the files if needed.

What is the Issue: Our team is investigating an issue with degraded upload speeds and working to resolve it as quickly as possible. Due to quick maintenance, you may experience interruption with the Aspera connection during the next 30 min. Current Status: Our team identified the issue and is working with our cloud vendor on a resolution. What to Expect: The next update will be provided in 1 hour.

Current Status: We are continuing to work on a fix for the issue. What to Expect: The next update will be provided in 30 minutes.

What is the Issue: Our team continues to investigate an issue with degraded upload speeds and working to resolve it as quickly as possible. Current Status: Our team identified the issue and is actively working with our cloud vendor on a resolution. What to Expect: The next update will be provided in 30 minutes.

What was the Issue: There was an issue with file uploads. Users might have received an error when trying to upload files. Current Status: Kaltura Engineers identified the root cause and implemented a patch to mitigate the issue. What to expect next: We will continue to monitor the system for the next few hours. Kindly re-upload the needed files, as they will not be uploaded automatically.

What is the Issue: Our team is investigating an issue with degraded upload speeds and working to resolve it as quickly as possible. The next update will be posted in the next 1 hour. Current Status: Our team identified the issue and is working with our cloud vendor on a resolution. What to Expect: The next update will be provided in 1 hour.

What was the Impact: Please note that users might have experienced issues when starting a new stream. Current Status: Our engineering team has identified the root cause, this happened due to the DNS resolving issue. The issue was resolved and all stream connection function and works normally. What next: The issue is resolved, and we are closing this incident.

What is the Impact: Please note that users may experience issues when starting a new Live stream. Current Status: Our engineering team is in the progress of investigating this issue and analyzing the errors. Please note that not all users may experience this. What to Expect Next: We will update you with further details and status during the next 2 hours.

What was the issue: The transcoding process was taking longer to complete. Current Status: The transcoding performance is restored and we will be closing this incident.

The transcoding performance has been restored. We will share an additional update in 2 hours. What was the issue: The transcoding process was taking longer to complete.

What is the issue: We are investigating customers' reports of the transcoding process taking longer time to complete. Current Status: We identified the increased queue for transcoding and identified and isolated the issue. The transcoding performance should improve in 15 minutes. What next: The next update will be posted in 30 minutes.

What was the Issue: There was an issue with Kaltura Webinars, Virtual Classroom, and Meetings Video Conferencing Features: users could not hear or see each other when joining the room. Current Status: Our team isolated a platform-related issue and addressed it. New rooms that will be launched will not experience the issue. For rooms that are running, the issue is fixed as well. What to Expect Next: We are closing the incident.

What was the Issue: There was an issue with Kaltura Webinars, Virtual Classroom, and Meetings Video Conferencing Features: users could not hear or see each other when joining the room. Current Status: Our team isolated a platform-related issue and addressed it. New rooms that will be launched will not experience the issue; For ongoing rooms, it will gradually be resolved. What to Expect Next: We will keep monitoring the performance for an hour and close this incident.

The issue has been identified and our team is working on getting a solution as soon as possible.

We are currently checking audio issue reports when joining Virtual Classroom and Meeting Experience. Users might not see or hear other users in the room.

What was the Issue: There was an issue with files upload. Users might have received an error when trying to upload files. Current Status: Together with the vendor, our team has resolved the issue. Kindly re-upload the needed files, as they will not be uploaded automatically. What to Expect Next: We are closing the incident.

What is the Issue: There is an issue with files upload. Users might receive an error when trying to upload files. Current Status: Our team is still actively working on resolution of the matter. What to Expect Next: The next update will be provided within 1 hour.

What is the Issue: There is an issue with files upload. Users might receive an error when trying to upload files. Current Status: Our team identified the issue and is working with our cloud vendor on resolution. What to Expect Next: The next update will be provided in 30 minutes.

What was the Issue: Streaming issues on Kaltura Live Services. Current Status: Our team identified the issue and provided a fix. New streams are launched successfully. What to Expect Next: After further monitoring, we are closing the incident as resolved.

What was the Issue: Streaming issues on Kaltura Live Services. Current Status: Our team identified the issue and provided a fix. New streams are launched successfully. What to Expect Next: We will keep monitoring and will close the incident by 15:00 UTC.

Our team is investigating an issue with Kaltura Live Services and working to resolve it as quickly as possible. The next update will be posted in the next 30 minutes.

This incident has been resolved.

What is the issue: Degraded functionality in KME/Newrow rooms. Current Status: We are investigating issues with room functionality, video and audio are working, but other KME room functionality is degraded. What to Expect: The next update will be posted in 30 minutes.

What is the Impact: Users might have experienced slow upload progress or got a failure error while uploading large file sizes using KMS. Current Status: Our engineering team has identified the root cause and resolved the issue, the upload now works fine for all file sizes. What to Expect Next: Issue resolved, closing this incident.

What is the Impact: Users may experience slow upload progress or may get a failure error while uploading large file sizes using KMS. Current Status: Our engineering team is in the progress of investigating this issue and analyzing the errors. Please note that file upload works fine with small file sizes. What to Expect Next: We will update you with further details and status during the next 2 hours.

What was the Impact: Playback issues were reported while playing VOD content Current Status: Our team mitigated the issue and playback functionality restored What to expect next: Issue resolved and we are closing this incident.

What was the Impact: Playback issues were reported while playing VOD content Current Status: Our team mitigated the issue and playback functionality restored What to Expect Next: We will keep monitoring for the next hour and then close this incident

What is the Impact: We are currently experiencing issues with Playback, including KMS and KMC. (playing VOD content) Current Status: Our engineering team was alerted and is investigating. What to Expect Next: Next update will be posted in 30 minutes or less.

Current Status: All new recordings created after 11:45 UTC (Aug. 3rd ) are auto-uploaded. Our team uploaded the missing recordings to the Kaltura Management Console. Please contact our Chat Service through the support portal or log a case if any recordings are missing. What to expect next: Issue resolved and we are closing this incident.

What is the issue: Virtual Classroom and meetings recordings are not auto-uploaded to Mediaspace/KMC Current Status: All new recordings created after 11:45 UTC (Aug. 3rd ) are auto-uploaded. Our team started the process of uploading the missing recordings (from Sunday deployment till Aug 3, 11:45 UTC), we expect to complete the process within 24 hours. What to Expect Next: The next update on the missing recordings will be by August 5, 14:00 UTC

What is the issue: Virtual Classroom and meetings recordings are not auto-uploaded to Mediaspace/KMC. Current Status: All new recordings created after 11:45 UTC (Aug. 3rd ) are auto-uploaded. Kaltura's Engineers are still working on a solution to upload the missing recordings from Sunday deployment till Aug 3, 11:45 UTC. As a workaround, missing recordings can be manually uploaded to Mediaspace/KMC What to Expect Next: The next update on the missing recordings will be by 14:00 UTC

What is the issue: Virtual Classroom and meetings recordings are not auto-uploaded to Mediaspace/KMC Current Status: On Aug 3, Kaltura Engineers deployed a hotfix to the Virtual Classroom environment at 11:45 UTC to resolve meeting recordings not auto-uploading to Mediaspace & the Kaltura Management Console. All new recordings created after 11:45 UTC will be auto-uploaded. Kaltura's Engineers are working on a solution to upload the missing recordings from Sunday deployment till Aug 3, 11:45 UTC. What to Expect Next: The next update on the missing recordings will be posted no later than 08:00 UTC tomorrow.

What is the issue: Virtual Classroom and meetings recordings are not auto-uploaded to Mediaspace/KMC. Current Status: A hotfix is under validation and will be deployed in the next few hours. As a workaround recordings can be manually uploaded to Mediaspace/KMC. What to Expect Next: The next update will be posted in 5 hours or once the hotfix is deployed.

What is the issue: Virtual Classroom and meetings recordings are not auto-uploaded to Mediaspace/KMC Current Status: Our team identified the issue and working on a hotfix As a workaround recordings can be manually uploaded to Mediaspace/KMC What to Expect Next: The next update will be posted within 2 hours.

We are continuing to investigate this issue.

Recordings are not being uploaded from rooms to Kaltura. They can still be accessed through rooms’ Files > 'Recordings' folder within the room.

This incident has been resolved.

What is the Impact: Please note that this message refers to Cielo Plugin ONLY; there is no issue with other Reach vendors. We have identified that since July 21st Kaltura media entries are showing a white page and Error 404 appears on mediadataplayer-cdn.cielo24.com/v2/stable/kaltura.js Current Status: After further investigation, we concluded that the issue was caused due to v1 version wrapper deprecation by the 3rd party vendor ‘Cielo’ as they moved to the V2. This change wasn’t communicated to Kaltura head of time. To solve this issue, please proceed per the steps below: 1. In the Cielo setup per Player, need to update both plugin’s parameters: # onPageJs1 # IframeCustomPluginJs1 The values for both plugins based on what was provided by Cielo can be found on this page: https://cielo24.zendesk.com/hc/en-us/articles/360021088234-cielo24-Media-Intelligence-and-Interactive-Transcript-Widget-3-0 2. If you have more than one Player entity in your environment, then there is a need to do these plug-in changes per Cielo setup per Player. 3. If you moved to use a different vendor than Cielo and Cielo is NOT in use anymore, then you need to delete the Cielo plug-in. What to Expect Next: We have tested the above steps and the issue is resolved, however, if after implementing the mentioned changes you might still experience the described problem, please feel free to open a Support case using the Support portal.

This incident has been resolved.

What was the issue: Users trying to access Kaltura Support portal (https://support.kaltura.com/login) received the following error : "Certificate for support.kaltura.com was expired" which caused the Customer Care portal to be temporally inaccessible. Current Status: SalesForce restored the portal accessibility What to Expect Next: We will monitor for the next 2 hours and if no issues will close the incident

What is the issue: Users trying to access Kaltura Support portal (https://support.kaltura.com/login) receive the following error : "Certificate for support.kaltura.com was expired which caused the Customer Care portal to be temporally inaccessible." Current Status: Our team engaged SalesForce and working on resolution The portal is partially available and we keep working with SalesForce on full resolution What to Expect Next: The next update will be shared in 30 minutes.

What is the issue: Users trying to access Kaltura Support portal (https://support.kaltura.com/login) receive the following error : "Certificate for support.kaltura.com was expired which caused the Customer Care portal to be temporally inaccessible" Current Status: Our team identified the issue and working on resolution What to Expect Next: The next update will be shared in 30 minutes.

What is the Issue: There are reports about high buffering during the live events/webcasting. Current Status: This affected just Live entries, and Issue was isolated and resolved. What to Expect Next: Issue resolved and we will be closing this incident

What is the Issue: There are reports about high buffering during the live events/webcasting. Current Status: Our team is still actively investigating the matter and there is some improvement in the stability of the service. What to Expect Next: The next update will be shared in 30 minutes.

We are currently investigating reports of the high buffering in the webcasting. The next update will be posted in 30 minutes.

What was the Issue: Virtual Classroom Chrome/Edge users were not able hear other class participants when joining the room (initially) from a Chrome latest 103 version browser. Сurrent Status: The issue has been revolved, the root cause was identified and a hotfix was deployed. What to Expect Next: The issue has been resolved and this incident will now be closed.

What is the issue: Virtual Classroom Chrome users cannot hear other class participants when joining the room (initially) from a Chrome latest 103 version browser. Please note: users with the latest EDGE version may also experience the issue. Current status: Our team identified the issue and is assessing an optional hotfix from our side without depending on a Chrome update As a workaround users can use another type of browser (such as Firefox) or earlier versions of Chrome. In organizations that are limited to Chrome's latest version then the workaround is at the beginning of the call to ask all participants to mute/unmute their audio once, and that will fix the issue for that call (as long as users won't refresh their browser from that point and on). It is important to note that if a user with Chrome v.103 refreshes the page, all participants will need to do the mute unmute again in order for that user to hear them all. What to expect next: The next update will be posted by 15:00 UTC, or once a Hotfix was deployed.

What is the issue: Virtual Classroom Chrome users cannot hear other class participants when joining the room (initially) from a Chrome latest 103 version browser. Current status: Our team is investigating the problem. As a workaround users can use another type of browser (such as Firefox or Edge) or earlier versions of Chrome. In organizations that are limited to Chrome's latest version then the workaround is at the beginning of the call to ask all participants to mute/unmute their audio once, and that will fix the issue for that call (as long as users won't refresh their browser from that point and on). It is important to note that if a user with Chrome v.103 refreshes the page, all participants will need to do the mute unmute again. What to expect next: The next update will be posted by 12:00 UTC.

What was the Impact: There was an issue with accessing the Kaltura Mediaspace. Users might have observed the slow performance or received the Internal server error ("500 Internal Server Error"). Current Status: The issue was identified and was caused due to a failure with one of our CDN providers. Our engineers addressed the matter and the service is back to normal. What to Expect Next: The issue is resolved and the system is up and running. We are closing the incident.

What was the Impact: There was an issue with accessing the Kaltura Mediaspace. Users might have observed the slow performance or received the Internal server error ("500 Internal Server Error"). Current Status: Our engineers addressed the matter and the service is back to normal. What to Expect Next: The system is up and running and we are going to monitor it for the next hour and will close the incident after.

We are currently investigating an issue with accessing the Kaltura Mediaspace. Users may observe the "500 Internal Server Error" or slow performance. An additional update will be posted in the next 30 minutes.

What was the issue: We have identified the issue with loading UIConf config files, affecting some modules. Users might have experienced issues when loading the V7 player, and get an error when trying to create an interactive player project, also it affected loading Media Editor in KMC/KMS. Current status: The issue is identified and our team deployed a solution, based on the last few hours of system performance and no further reports from customers, we can conclude that it contains all required changes to address all related domains that were affected and use-cases. What to expect next: Issue resolved and closing this incident.

What is the issue: We have identified the issue with loading UIConf config files, affecting some modules. Users might experience issues when loading the V7 player, and get an error when trying to create an interactive player project, also it affects loading Media Editor in KMC/KMS. Current status: The issue is identified and our team already deployed some changes to address and solve the reported issues as described above, However, based on the nature of the fix we deployed, some users might still experience, in rare cases, some performance issues. We ask you in such situation too please open a support ticket with our support team so we can further look into this. What to expect next: We will keep this incident open and monitor the system, The next update will be posted by tomorrow 12:00 UTC.

What is the issue: We have identified the issue with loading UIConf config files, affecting some modules. Users might experience issues when loading the V7 player, and get an error when trying to create an interactive player project, also it affects loading Media Editor in KMC/KMS. Current status: The issue is identified, and our team is still in the progress of deploying the solution by restoring the UIConf config files. What to expect next: The next update will be posted by 15:30 UTC; during this time UIConf config files will be deployed and during this time users may start to see the improvement in performance.

What is the issue: Users may experience issues loading V7 player as well an error trying to create an interactive player Current status : Issue identified and our team is in progress to finalize the fix and deploy it What next : the next update will be posted by 13:30 UTC

What is the issue: Users may experience issues loading V7 player as well an error trying to create an interactive player Current status : our team identified the issue and working on mitigation What next : the next update will be posted within an hour

What was the issue: We were experiencing a loss of KMC, KMS, KAF services, and Playback. Current Status: Our engineering team has mitigated the issue and all Kaltura`s services are up. What's Next: We are closing the incident.

Our engineering team has identified service interruptions affecting multiple applications and took the required steps in order to mitigate the issue. The service has returned to normal and we will be monitoring the environment closely and will update again in the next 30 minutes

What is the Impact: We are currently investigating reports of loss of KMC, KMS, KAF services and Playback. Current Status: Our engineering team is currently investigating the issue. Another update will be shared in the next 30 minutes

This incident has been resolved.

An issue introduced in google's chrome browser version 101 for windows may affect audio/video devices functionality in kaltura's virtual classroom and webinar rooms. Google has already released an update for chrome fixing this issue. In case you are using version 101 please make sure to update your browser to the latest version 101.0.4951.67. Note: Latest version of Microsoft edge browser for windows may cause similar issues, we will update as soon as we know of a similar fix by Microsoft.

What was the impact?: Under “My Media”, the option of the “My Calendar” button was not available on the KAF page. This means the user couldn't use the “My Calendar” button in order to schedule, or find meetings. Current status: The engineering team deployed a fix that addressed the issue. What to expect next: We are closing this incident

What is the impact?: Under “My Media”, the option of “My Calendar” button is not available in KAF page. Means the user won’t be able to use “My Calendar” button in order to schedule, or find meetings. Current status: The engineering team has identified a problem introduced in the updated KMS/KAF version that was deployed earlier today. To solve this issue, our team has developed a fix that is currently going through testing. The plan is to deploy this fix as a hotfix in production at approximately 7:00 AM(UTC) on Wednesday May 18th What to expect next: Next update update will will be posted once the fix is deployed; and no later than 7:00am (UTC)

What is the Impact: The option of the “My Calendar” button is not available on the KAF page. Current Status: We have identified an issue that was introduced due to a bug in the recent KMS/KAF version that was deployed today (May 17th). The option of the “My Calendar” button, under “My Media”, is not available on the KAF page. This means that users won’t be able to use the “My Calendar” button in order to schedule, or find meetings. Please note this won’t affect the schedule that has already been sent. Our engineering team is working to fix this issue, and currently, there is no workaround. What to Expect Next: We will update again in 3 hours regarding the progress of fixing this issue.

This incident has been resolved.

What was the impact: My Media and Media Gallery could not be accessed in LMS (Canvas, Moodle, etc.) Current Status: Our R&D team addressed the issue. What to Expect Next: We will monitor the behavior for the next 2 hours and then close the incident.

What is the impact: My Media and Media Gallery cannot be accessed in LMS (Canvas, Moodle, etc.) Current Status: We are investigating the issue. What to Expect Next: The next update will be posted in 30 minutes.

What was the issue: Due to an unexpected and sudden load, the following services were down: Mediaspace, KMC, Uploads, Playback, New Live Sessions(Active Live sessions were still working unless a user refreshed their browser) and Analytics. Current Status: Our engineering team addressed the issue by implementing a server scaling mechanism that mitigated the problem. What's Next: We will close this incident and a detailed RCA will be published within the next seven days. You will find it posted in the RCA section within the Self Service Portal.

Our engineering team has identified service interruptions affecting multiple applications and took the required steps in order to mitigate the issue. The service has returned to normal and we will be monitoring the environment closely and will update again in the next 30 minutes

We are currently investigating reports of loss of service. Another update will be shared in the next 30 minutes

What was the impact: Path Interactive Players using Player v7 were not appearing on MediaSpace. Current Status: Our team identified the root cause of this issue and deployed a fix earlier today, for KMS to address it. This issue/scenario happened when Player v7 plugins loaded and conflicted with the use of Player V7 for Path (RAPT); resulting in the Path (RAPT) latest player version not being updated to the correct one. The fix that was deployed addressed the versions conflict. What to Expect Next: Issue is resolved and Path (RAPT) is working properly. We are closing this incident. Please contact customer care should you still experience any issues.

What is the Impact: Path interactive players using Player v7 will not appear on MediaSpace. Current Status: We have identified an issue that was introduced in the recent KMS version, which forces the page to load Player v7 plugins that interferes with the use of Player v7 Path interactive videos. A solution has been created (upgrading path plugin version to 0.4.6). It will be tested and deployed on Sunday, February 13th. What to Expect Next: The next update will be posted on Sunday. For urgent attention, please contact Customer Care to request a workaround prior to Sunday's deployment.

This incident has been resolved.

In continuation to the Log4j CVE-2021-45105 and CVE-2021-45046, Kaltura has taken additional mitigation and remediation steps accordingly to address this issue by upgrading to version 2.17 or removing the JNDI classpath. Kaltura is aware of the ongoing updates on CVE-2021-44832 (Medium). After performing a risk assessment, Kaltura considers the risk as low-medium. We have completed the execution of a mitigation plan addressing CVE-2021-44832 for all internet-facing and non-internet facings components. The latest available API client version (v17.18.1) that includes log4j version 2.17.1. on Maven here: https://repo1.maven.org/maven2/com/kaltura/kalturaApiClient/17.18.1/

Kaltura Blackboard Building Block Update - We have completed the upgrade of the Log4j in the Kaltura building block to version 2.17 and the new B2 version v5.4.12 has been released on Wednesday, December 22nd. Release Note: https://knowledge.kaltura.com/help/blackboard-learn-release-notes#blackboard-learn-december2021-release-notes-v5412 (contains link to download file)

Kaltura Blackboard Building Block Update - Following recent updates on further Log4j issues, we have decided to upgrade the plugin to version 2.17, and are now performing final QA stages. The new version is expected to be released on Wednesday, December 22nd. The next update will be posted with additional information once the updated Blackboard Building Block version is available.

In continuation to the recent updates on CVE-2021-44228 (Critical) vulnerability, Kaltura is aware of the ongoing updates on CVE-2021-45046 (Medium). Kaltura has completed execution of the mitigation plan addressing CVE-2021-44228 for all internet facing and non-internet facings components. After performing risk assessment for the new CVE-2021-45046 vulnerability, Kaltura considers the risk as low-medium. Kaltura has taken additional mitigation steps accordingly to address this issue by upgrading to version 2.16 or removing the JNDI classpath. Kaltura will ensure all internet-facing components are upgraded to version 2.16 on Sunday, December 19th, 2021. In addition, we have updated the Kaltura Blackboard Building Block Log4j version to 2.16 and are now performing final QA stages. We strongly encourage customers using it in their own environments to contact their Customer Success Manager or Project Manager and prepare for upgrade. The new version is expected to be released on Monday, December 20th. The next update will be posted with additional information once the Blackboard Building Block version is available.

Kaltura is aware of the recently disclosed security issue relating to the open-source Apache “Log4j2" utility (CVE-2021-44228). We are actively monitoring this issue and are working on addressing it for any Kaltura service that uses Log4j2. All Kaltura services that are internet-facing have been updated, and we are now working on a mitigation plan for non-internet-facing services that pose no immediate risk. We strongly encourage customers that utilize Kaltura’s Java API Client Library in their own environments to upgrade to the latest version available on Maven: https://repo1.maven.org/maven2/com/kaltura/kalturaApiClient/17.16.0/ For additional details or assistance, please contact Kaltura Customer Care. Additional service-specific information is below: Kaltura.com Hosted Services: Internet-facing Kaltura.com hosted services (Kaltura Media Services, MediaSpace, Virtual Events, Kaltura Application Framework, Kaltura Capture, Webcasting, Pitch, Kaltura Management Console) do not include Log4j2. Accordingly, these services are not affected by the issue described in CVE-2021-44228. Kaltura is working to update relevant non-internet facing components of these services according to a mitigation plan. Regional Clouds: Internet-facing services of Kaltura Regional Clouds do not include Log4j2. Accordingly, these services are not affected by the issue described in CVE-2021-44228. Kaltura is working to update relevant non-internet facing components of these services according to a mitigation plan. Kaltura Meeting Experiences: For internet-facing services of Kaltura Meeting Experiences (Kaltura Virtual Classroom, Meetings, and Webinars), we have updated log4j2 to the latest version and set the relevant flags to disable JNI, which addresses the issue. Additionally, these services were already on the latest version of Java. Kaltura is working to update relevant non-internet facing components of these services according to a mitigation plan. Kaltura will continue monitoring this issue and provide additional details and recommendations as they become available.

Current Status: Following the earlier resolution at 10pm UTC by our chat vendor, chat is operating normally. Next Steps: Monitoring has been completed and normal performance has been verified. This post is now closed.

What is the Impact: Chat service has been restored and is now available on our Customer Care Portal. Current Status: The issue has been resolved by our chat vendor. Next Steps: We will continue to monitor over the next 30 minutes before closing this post.

What is the Impact: Chat service is currently unavailable on our Customer Care Portal. In the meantime, please create a new Case on the Customer Care Portal and we will reply as soon as possible. Current Status: Our chat vendor has confirmed connection issues within their platform. Next Steps: The next update will be provided in the next 1 hour or as soon as additional information is available from our vendor.

What is the Impact: Chat service is currently unavailable on our Customer Care Portal. In the meantime, please create a new Case on the Customer Care Portal and we will reply as soon as possible. Current Status: Our operations team is in contact with our chat vendor. Next Steps: The next update will be provided within 1 hour or as soon as additional information is available from our vendor.

What was the Impact: Users might have got an error message while trying to use/access data that was created between Jan’ 5th between 9:00 am to 23:00 pm EST. Such data could have been: Categories, entries, etc. For example: 1. If the user would try to add a video to the course in a category, that was created during the mentioned date, then he might get an API error accessing this category. 2. User may have got the error while trying to access/open an entry. Current Status: Our engineering team confirmed that the restore process of the affected data is completed and the data is available again for a normal operation. What to Expect Next: This issue is resolved and will be closed on this Status Page. However, if users are still experiencing any issue accessing data, as always, please don't hesitate to please a support ticket with us

What is the Impact: Users might get an error message while trying to use/access data that was created between Jan’ 5th between 9:00 am to 23:00 PM EST. Such data could be: Categories, entries, etc. For example: 1. If the user will try to add a video to the course in a category, that was created during the mentioned date, then he might get an API error accessing this category. 2. User may get the error while trying to access/open an entry. Current Status: Our engineering team had discovered that this issue was caused due to a specific failure during the server backup process that ran on Jan’8th for the data from the time frame that is mentioned above. Our engineering team is in progress to run a process to restore the affected data. The process will be completed in the next 24 hours. At the end of this process, the data will be available again for a normal operation. What to Expect Next: The next update will be in 24 hours, or once the fix process is over — the earlier of the two.

Current Status: After the earlier resolution at ~3:54 p.m. UTC, normal performance was restored for both Playback and Live streams. Monitoring has been completed and no additional issues were detected. What to Expect Next: This post is now closed.

What was the Impact: Playback, including KMS and KMC. Starting live streams. Current Status: Normal performance has been restored for both Playback and Live streams. We are currently testing the system and will continue to monitor. What to Expect Next: Next update will be posted in 1 hour after monitoring is completed.

What is the Impact: We are currently experiencing issues with Playback, including KMS and KMC. Live streams also cannot be started. Current Status: Our engineering team was alerted and is investigating. What to Expect Next: Next update will be posted in 30 minutes or less.

What was the Impact: Users may have experienced slowness while using or saving changes in KMS, KMC, API, including for playback, uploading files, or while using webcasting. Current Status: Our engineering team has completed changes and mitigation in order to restore normal performance, and monitoring has been completed. Additionally, AWS confirmed the server load issue has been resolved at their side. What to Expect Next: Monitoring has been completed and normal performance has been confirmed. This incident is now closed.

What is the Impact: Users might experience slowness while using or saving changes in KMS, KMC, API, including for playback, uploading files, or while using webcasting. Specific to upload, the upload process may take longer than usual. Current Status: Our engineering team has made some changes to mitigate the impact and improve performance. We are currently evaluating and monitoring the service, and seeing improvements to playback and content management. What to Expect Next: We are monitoring the service speed and will update in the next hour.

What is the Impact: Users might experience slowness while using or saving changes in KMS, KMC, API, including for playback, uploading files, or while using webcasting. Specific to upload, the upload process may take longer than usual. Current Status: At this stage, our engineering team has identified the issue is related to AWS region server load, and investigation and mitigation efforts by our team are still in progress. Additional information can be seen under the AWS status page for "API Error Rates" here: https://status.aws.amazon.com/ What to Expect Next: We are monitoring the service speed and will update in the next hour.

What is the Impact: Users might experience slowness while using (saving changes) KMS, KMC, API, Playback, uploading files, or while using webcasting, meaning the upload process may take longer than usual. Current Status: At this stage, our engineering team is working on a solution as the top priority. What to Expect Next: Next update in the coming hour

What was the Impact: Pitch service was unavailable between ~3:41 - 4:25 p.m. UTC. Current Status: Normal performance was been restored. What to Expect: Monitoring has been completed and this post is now closed.

What was the Impact: The Pitch email product was unavailable; as of 4:25 p.m. UTC service is restored. Current Status: Normal performance has been restored and alerts are resolved. Investigated identified an upstream network issue at AWS. What to Expect: We will continue to monitor, and the next update will be posted in 1 hour.

What is the Impact: The Pitch email product is currently unavailable; users are unable to send video emails. Current Status: Our Engineering team is working to resolve this issue. What to Expect: The next update will be posted in 30 minutes or less.

What was the Impact: Errors when submitting a new case. Current Status: Normal performance has been restored on the Customer Care Portal, and case creation has been verified. What to Expect: This post is now closed.

What is the Impact: Customer contacts with access to the CC Portal are experiencing an error when submitting a new case. In the meantime, for urgent issues, please use the Chat module on the CC Portal homepage OR call our Helpline: 800-871-5224 Current Status: Our Administration team has identified the root cause and is working to restore normal performance on the case portal. What to Expect: The next update will be posted in 30 minutes or less.

Current Status: No additional errors within Kaltura have been identified since the earlier errors were resolved at 18:52 UTC. AWS continues to work to fully resolve the issue and is posting updates to their status page here: https://status.aws.amazon.com/ What to Expect Next: Monitoring has been completed and this post is now closed.

What was the Impact: Intermittent errors during content transcoding and/or on content playback were identified earlier. Currently there are no open errors. Current Status: These intermittent errors were related to an identified issue at AWS specific to accessing S3 content. AWS continues to work to fully resolve the issue. Kaltura is closely monitoring for any future impact to our system. What to Expect Next: We will continue to monitor to ensure normal performance until the AWS issue is fully resolved. The next update will be posted by 5pm Eastern.

What is the Impact: Intermittent errors may occur during content transcoding and/or on content playback. Current Status: These intermittent errors are related to an identified issue at AWS specific to accessing some S3 content. Our team is working with AWS to mitigate impact as AWS works to resolve the issue. What to Expect Next: The next update will be posted in 1 hour or less.