Istoricul incidentelor Ftrack

We are currently experiencing issues with emails not being delivered to some email domains. During this time, you might experience emails from ftrack not being delivered. If this is causing any access or operational issue to you, please reach out to support so we can work out a solution while the issue is being mitigated.

We are continuing to investigate this issue.

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

This incident has been resolved.

We are currently investigating this issue.

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

We are continuing to monitor for any further issues.

This incident has been resolved.

We are investigating an issue with our signup page. At the moment, new workspace setup is stuck. We will update as soon as we have more information.

A fix has been implemented so all new signups should be operational again. Please reach out to support if you have any issues.

This incident has been resolved.

We are investigating an issue with our 3rd party provider for video transcoding in ftrack. Affected regions are EU, US, ASIA

The issue has been identified and a fix is on the way

A fix to transcoding issue is being rolled out to all customers affected. This will impact all new transcoding jobs. Existing jobs that are stuck in "In progress" state are still affected by the issue. We will update on the status of these in the next hour.

All workspaces have been updated with a fix that resolves transcoding issues for all newly submitted jobs. Jobs that are still stuck in "In progress" might still not be resolved.

Issues with video transcoding have been resolved. If you are still seeing any issues with transcoding and asset previews, please reach out to support.

We are currently investigating an issue affecting video encoding in ftrack. Our team is actively working to identify the cause and will provide an update as soon as more information becomes available. Thank you for your patience.

We are continuing to investigate this issue.

This incident has been resolved.

We are aware of an ongoing issue affecting some Google Cloud Platform (GCP) services. At this time, we have not observed any impact to Ftrack workspaces, but we are actively monitoring the situation. If you notice any unexpected behavior, please reach out directly at [email protected]

This incident has been resolved.

We are currently experiencing video encoding issues from our provider. We are working on restoring the encoding pipeline back.

The issue has been identified and a fix is being implemented.

The issue with our encoding service provider seems to have been resolved. New encoding jobs are operational again. We are working on retrying the failed jobs for all customers.

The issue has been resolved and all failed encoding jobs have been retried. Please write to support if you notice any issues.

We’re investigating a partial outage impacting workspace functionality. Updates to follow.

This incident has been resolved.

We are investigating issue downgrading performance in EU workspaces.

The issue seems to be resolved. Impacted services should be performing at regular levels. Please reach out if you are experiencing any similar issues with your workspace. The team will keep monitoring the affected components.

We are scheduling an urgent database maintenance for 21. May 2025 at 5am CEST which is necessary to stabilise performance of one of our EU clusters. During this time, some customers in EU region will not be able to reach their workspaces. Expected dowtime is 10 minutes. We apologise for this inconvenience.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are experiencing partial outages with workspaces running in EU region. We are investigating the issue.

We resolved the issue with workspaces in EU region and are monitoring for any further issues.

The incident was resolved. Some workspaces hosted in EU experienced full outage from 2025-05-19T15:07:00 CEST until 2025-05-19T15:45:00 CEST. During this time, ftrack was not responsive.

We are currently seeing a high number of video encoding job errors.

The issue has been identified and a fix is being implemented.

A network issue caused communication towards third party services to fail, we will continue to monitor.

This incident has been resolved.

We are currently experiencing issues with video encoding. Team is investigating and will update with more details. Please be patient and if you can afford, do not use the video encoding pipeline if you see it being slow or stuck. Thank you.

The issue is related to our 3rd party provider of video encoding and seems to be related to EU region. We are working on getting a temporary workaround out.

We have identified the issue and put a mitigation fix in place. All new encoding jobs in the EU region are back to being operational. We are continuing to fix the existing stuck jobs.

Encoding jobs affected by the issue have been remediated. We will monitor the system for some time, if there are any issues with your encoding pipelines, please reach out to support.

This incident has been resolved.

We are currently investigating an issue preventing collaborators from accessing client reviews.

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

This incident has been resolved.

We are currently investigating an issue with randomly failing requests affecting customers in EU and US.

The issue has been identified and a fix is being implemented.

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

This incident has been resolved.

Hosted ftrack service in EU experienced connectivity issues for some customers. The issues have been resolved, but we are still investigating the root cause of the issues.

We are currently seeing issues with the ftrackapp.com DNS not resolving correctly and are investigating.

The issue has been identified as a problem at our DNS provider who is working on fixing it.

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

This incident has been resolved.

We're investigating the issue where users are experiencing problems while signing up for new workspaces.

The issue has been identified and new sign ups are being processed. We will contact users that have have signed up previously but not received their workspace details.

This incident has been resolved.

We want to inform you that our hosted services in the European Union (EU) are experiencing some slowdowns. Our technical team is actively investigating the issue to identify the root cause and implement the necessary measures to restore normal operation. We understand the impact this may have on your business, and we sincerely apologize for any inconvenience caused. Rest assured, we are prioritizing this and working diligently to minimize the disruption to your operations.

The issue has been identified and a fix is being implemented.

We are continuing to work on a fix for this issue.

This incident has been resolved.

We are currently investigating an issue affecting some users in the US. Those affected may notice slower or stalled transcoding jobs. Please report any incidents via [email protected]

A solution has been implemented to address the transcoding delays experienced in the US region. After investigating the issue, we identified that our third-party transcoding service was causing the delays. We've resolved the issue by moving to a different US region, and our service is now functioning normally again. We will continue to monitor the situation closely and work with our provider to identify the root cause of the issue. Our goal is to ensure that our users have a seamless experience when using our service, and we're committed to doing everything we can to make that happen. Thank you for your patience and understanding.

We believe the incident to be resolved, however, we will continue to monitor the situation closely. If you continue to see issues with transcoding please report them to [email protected].

Due to a configuration change in the Asia Pacific region, ftrack workspaces hosted in the region are experiencing a partial outage. We have identified the issue and are implementing a fix.

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

This incident has been resolved.

**Root Cause:** During routine maintenance, a configuration change was made to the Kubernetes clusters in Google Cloud, which inadvertently caused an internal service to stop responding. This caused a partial outage and affected the ability of users to access certain features. **Resolution:** Our team immediately identified the issue and worked to resolve it as quickly as possible. The configuration change was rolled back, which restored the service. **Impact:** During the partial outage, users may have experienced difficulty accessing certain features. We apologize for any inconvenience this may have caused. **Next Steps:** We will continue working closely with our cloud service providers to ensure our services remain reliable and available to our users. We will also thoroughly review our change management policies and procedures to prevent similar incidents in the future.