On 2020/04/08 at 9:55 UTC our Support Agents noticed a pattern of tickets where a small number of users reported that Recordings would not load. At 10:25 UTC we confirmed that this was affecting a minority of users, and started our incident response procedure.

What happened?

When opening an individual Recording, the page would not load, showing a blank screen. This happened when the user’s browser or other conditions blocked our A/B testing tool, such as browsers using ad-block software. We believe this only affected a small percentage of users.

Data collection, and user sites were unaffected.

Why did this issue occur?

If the A/B testing tool was blocked or inaccessible for any reason, then our app was unable to load the correct version of the Recording player.

What will we do to prevent this from happening in the future?

A full postmortem will be undertaken, allowing us to discuss how to prevent this occurring in the future.