Playback issues with content in Media Hopper Create

Unplanned; Complete

Overview

Affected services
  • Media Hopper Create
At Risk Time
04:00 PM, 23-Sep-19 — 12:00 PM, 24-Sep-19
Description
Some users may see either a playback error when accessing a video, or when they try to play a video, only a black screen is shown. This will include content which has been added to services such as Learn. The supplier is aware of this issue and are working to get this resolved as soon as possible. Update at 9:00 24-Sep-2019 The vendor has resolved this issue but are continuing to monitor. Update at 12:00 24-Sep-2019 This issue has been fully resolved by the supplier.

Technical Information

Technical Information

Work summary
Some users may see either a playback error when accessing a video, or when they try to play a video, only a black screen is shown. This will include content which has been added to services such as Learn. The supplier is aware of this issue and are working to get this resolved as soon as possible.
Technical summary
Playback issues with content in Media Hopper Create
Affecting
Anyone using Media Hopper Create.
Servers / Hardware
Criticality
low
Impact description
This issue will prevent effective use of Media Hopper Create by anyone experiencing these problems.
Change Reference
Additional comments

Request, Authorise and Publish

Requested by Liam Duffy on 23-Sep-2019
Authorised by LTW
Publish to IS Website (Service Status and Alerts page): Yes
Published by Liam Duffy


Additional Details

Risk classification
Risk assessment
Other people involved
Notes for future reference