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[RESOLVED] Notification of an issue affecting archived content restoration

Jaylen TruongJaylen Truong Panopto Employee
edited July 21 in Bug Reports

Who is impacted/who has the potential to be impacted?
This issue potentially affects any user attempting to restore archived content. At present, these extended delays are impacting a subset of restoration requests.


What is the impact/potential impact?
Affected restoration requests are taking longer than our standard 72-hour window to complete. Please be assured that the restoration processes are still functioning and completing successfully; however, the time required to finish processing is currently extended.


How do I mitigate the issue?
There are no actions or workarounds on your end, as the system is continuing to process the requests automatically. We understand this delay may impact your workflows, and we recommend planning for extended processing times when initiating new restoration requests.


When will this be fixed?
Our engineering team has been engaged and is actively working to identify the cause and restore normal processing speeds as a matter of priority. We sincerely appreciate your patience and understanding, and we will provide further updates as more information becomes available.

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Answers

  • Jaylen TruongJaylen Truong Panopto Employee

    Status: Resolved – Normal Functionality Restored

    We are pleased to share that normal processing speeds for archive restoration requests have been fully restored. Following an extended period of active system monitoring, all restoration workflows are once again operating within our standard performance metrics.

    Resolution & Next Steps

    • Root Cause: Our investigation determined that the extended processing times were tied to the handling of specific non-standard background job queues under unique internal scenarios.
    • Continuous Improvement: To ensure long-term resilience, our engineering team is actively deploying targeted feature optimizations to more efficiently handle these edge-case scenarios in future operations.

    We sincerely appreciate your patience and partnership as we finalized this resolution.

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