At 10:00UTC our engineers observed the service outage. Our team was able to take action to resolve the issue, and now the service is operating normally.
The video processing module encountered a very non-standard video that we did not take into account in the tests. Some objects in the container caused an unusual situation in the video processing pipeline. This led to a temporary denial of video processing in some regions.
This error in the pipeline caused: some videos process correctly but without taking screenshots and thumbnails; and some videos stuck in the "empty" stage after uploading.
The pipeline was changed, and the test system was greatly improved. Unfortunately, it took us longer than expected to fully convert the stuck videos after the bug was fixed. We hope that we have answered all your requests to support team.
We apologize for any inconvenience this may have caused. If you are still experiencing problems, please open a ticket with our support team.