Major incident

Wurl: Multiple Streams Down

Affected: Roku, Samsung TV, PlutoTV, LG TV, Basic Playout (Advanced features not included), Prime Video

Current status of Wurl: Operational — live Wurl status

Timeline

1. Aug 31, 2026, 10:00 UTC
   investigating
   Impact: - Multiple streams are not playing out currently. We are actively investigating the issue and will provide updates as more information becomes available.
2. Aug 31, 2026, 10:28 UTC
   identified
   Affected Services: - Playout Impact: - Streams configured on basic playout are still experiencing playback issues. We have identified the cause of the issue and are working to implement a fix. Further updates will be shared as remediation progresses.
3. Aug 31, 2026, 11:37 UTC
   resolved
   Affected Services: - Playout Impact: - Streams configured for Basic Playout are now operating normally. A root cause analysis will be provided after the post-incident review is finalized. If you are still experiencing playback issues, submit a ticket to the Wurl Support team
4. Sep 2, 2026, 22:33 UTC
   postmortem
   # Basic Playout Stream Disruption 8/31 **Date:** August 31, 2026 **Start:** August 31, 2026, 9: 11 AM UTC **End:** August 31, 2026, 11:10 AM UTC **Affected Streamers:** Multiple**Affected Channels:** Multiple # **Issue Description** On August 31, 2026, a subset of Basic Playout channels experienced a service disruption following an unexpected restart of an underlying infrastructure node at approximately 9:11 AM UTC. Wurl's monitoring detected the disruption, and the Wurl Support and Engineering teams initiated recovery procedures. These efforts restored the majority of affected channels by approximately 10:34 AM UTC. During recovery, Engineering identified that a subset of channels remained unable to access required storage due to a storage mount configuration issue following the node restart. To fully restore service, Wurl failed over the affected channels to a backup node. Monitoring confirmed full service recovery by 11:10 AM UTC. Wurl Engineering subsequently corrected the storage configuration on the affected node to ensure the required storage is properly mounted following future node restarts. ‌ # **Issue Timeline:** * **9:11 AM UTC** – The underlying infrastructure node unexpectedly restarts, resulting in streaming disruption for affected channels. * **9:23 AM UTC** – Wurl monitoring begins generating multiple alerts for affected streams. * **9:27 AM UTC** – Wurl Support engages Engineering due to the volume and sudden increase in stream disruption alerts. * **9:50 AM UTC** – Engineering identifies channels associated with the affected node and begins recovery procedures. * **10:00 AM UTC** – Wurl publishes a status page notification regarding the streaming disruption. * **10:34 AM – 10:37 AM UTC** – Initial recovery procedures restore service to the majority of affected channels. A subset of channels remains impacted, and Engineering continues its investigation. * **11:07 AM UTC** – Engineering initiates failover of the affected channels to the backup node. * **11:10 AM UTC** – Monitoring confirms full recovery and normal streaming metrics. ‌ # **Issue Impact** From 9:11 AM UTC until full restoration at 11:10 AM UTC, affected channels experienced streaming disruptions and returned errors when playback was attempted. **Affected channels/streams:** A subset of production and non-production channels. * **9:11 AM UTC** – The disruption begins, with affected channels returning errors when playback is attempted. * **By 10:34 AM UTC** – Initial recovery procedures restore the majority of affected channels; a subset remains impacted. * **11:07 AM – 11:10 AM UTC** – The affected channels are migrated to the backup node, restoring service. Monitoring confirms full recovery by 11:10 AM UTC. ## **Root Cause** The incident was triggered by an unexpected restart of an underlying infrastructure node. Following the restart, channel services required recovery, and a storage mount configuration issue prevented a subset of channels from accessing required data. Engineering determined that the storage configuration referenced a device identifier that changed following the restart, preventing the storage volume from mounting correctly. # **Corrective Actions** * Wurl Engineering updated the storage configuration to use a persistent device identifier that remains consistent across node restarts. * Wurl is reviewing recovery procedures to reduce manual intervention following infrastructure node restarts.

Updates as published by Wurl (original).