Content protected media unplayable

Incident Report for Frame.io

Resolved

Issues with media access have been resolved. We’re sorry for the troubles this may have caused. For questions, please reach out to our support team through the chat, or email support@frame.io.

Posted Oct 26, 2023 - 18:12 EDT

Monitoring

Media access and playback for customers with content protection is operational. We are continuing to monitor and opening a support ticket with one of our service providers for root cause analysis.

Posted Oct 26, 2023 - 17:06 EDT

Investigating

We are investigating potential additional impacts to DRM and our image resizing service.

Posted Oct 26, 2023 - 16:34 EDT

Monitoring

Customers with content protection (Watermark ID, FWM, and DRM) were unable to play back audio and video from 3:05-3:50 PM ET.

Posted Oct 26, 2023 - 16:14 EDT

This incident affected: Applications (iOS App), API Services (Media Processing), and Website (www.frame.io).