Tuesday June 18, 2024

Issue summary:
On June 18, 2024 from 9:00 AM to 2:00 PM PDT, some users had trouble playing video clips on mobile.

Through investigation, we discovered a recent change to how recorded clips were stored when sent on desktop was causing compatibility issues when users attempted to play them on their mobile devices. Though, this change did not affect other file or media types.

We rolled out a fix which allowed these video files to save properly and play on mobile again.

2:05 PM PST

The issue with clips loading on mobile devices has been resolved. Affected users who uploaded clips from their desktop app may need to refresh their Slack app by pressing Cmd/Ctrl + Shift + R to apply the fix. In some cases, users might need to refresh twice.

We apologize for any inconvenience this caused.

2:50 PM PST

We've isolated the issue to clips that were recorded on the desktop app returning some invalid metadata. We continue to investigate the root cause and will share an update as soon as we have more to share.

10:02 AM PST

We're looking into an issue where clips are not playing on the mobile app for some users. We'll let you know as we learn more and thank you for bearing with us in the meantime.

9:32 AM PST