Delays with Caption Services
Incident Report for Kaltura
Resolved
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What is the Impact: Caption requests, with a specific vendor, were delayed and users experienced longer than normal processing time to receive captions. Other REACH services and caption requests, with other vendors, were processing normally at all times.

Current Status: Issue has been resolved; all caption requests that were pending in the queue are processed

What to Expect: We are closing this incident
Posted Nov 22, 2020 - 08:55 UTC
Update
Current Status: Working together with the vendor, caption request processing has improved and the general queue is slightly higher than normal.

What to expect next: There remains some backlog to clear and we expect an increase during peak traffic hours. We are closely monitoring. We expect to clear the remainder and return to normal levels by Sunday.
Posted Nov 20, 2020 - 14:31 UTC
Update
Current Status: Following the earlier issue on the vendor side that affected the performance of handling caption requests, the backlog in the queue has not yet cleared due to traffic.

What to expect next: We are working with the vendor to increase processing capacity. We will provide the next update in the morning UTC.
Posted Nov 19, 2020 - 22:59 UTC
Update
Current Status: Working together with the vendor, an issue was identified on the vendor side that affected the performance of handling caption requests, caused by some servers that previously stopped executing requests.

All requests from yesterday Nov. 18th have been completed and there are no pending entries. Regarding the entries from today Nov. 19th, request processing has improved and the general queue is decreasing, however, the backlog has not yet cleared due to peak traffic.

What to expect next: We are monitoring the queue and predict it will be back to normal processing time with a reduced backlog within the next 2 hours.
Posted Nov 19, 2020 - 16:46 UTC
Identified
Current Status: An issue has been identified on the vendor side related to the performance of processing caption requests. Working together with the vendor, the entry processing has improved and the general queue is decreasing, however, processing time is still longer than normal.

What to expect next: We are monitoring the Q and shall back to normal processing time with no backlog in the next 3-4 hours.
Posted Nov 19, 2020 - 13:03 UTC
Investigating
What is the Impact: Caption requests with a specific vendor are currently delayed. Users are experiencing longer than normal processing time to receive captions. Other REACH services and caption requests, with other vendors, are processing normally.

Current Status: We are working with the vendor and internal teams to mitigate.

What to Expect: We will update again once we can confirm the time-frame to reduce the queue or by 1 pm UTC.
Posted Nov 19, 2020 - 08:47 UTC
This incident affected: Kaltura REACH (captioning service) (Processing Speed).