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RESOLVED: Panopto unexpected service disruption

Summary: Monday, 5 October 2020, 4:45pm

Panopto has been a core service for Trinity since the beginning of the Covid-19 emergency and has been a very widely used and stable service throughout this time. We regret that today Trinity’s service suffered issues as part of an European wide issue in the Panopto Cloud, following a separate brief disruption on Friday that had been resolved.

From 10:08AM today we were aware that Panopto were investigating issues on the Panopto Cloud which has been causing problems for users across Europe accessing or recording videos. IT Services logged a call with Panopto as a Priority 1 (P1) service outage.

Additionally, we noticed access to Blackboard issues being reported and escalated in Blackboard. The Blackboard service returned to normal just after 12.30PM and the problem was related to the Panopto issue, as the two services are integrated.

Having been advised that Panopto had mitigated their issues by 11:22AM, there was a reoccurrence at 1:13PM. The latest update has Panopto advising they have again mitigated the issues and continue to actively monitor performance and investigate the source of the errors.

The Panopto problem from 1PM onwards did not cause an impact to the Blackboard service. IT Services continue to actively monitor the Panopto and Blackboard services throughout today. We will be discussing the issues and service impacts with Panopto and reviewing why these issues have resulted in a consequential slowness within mymodule.tcd.ie (Blackboard).

IT Services provide direct links to Service Status information for Blackboard & Collaborate, Turnitin Service and Panopto on our website homepage and this ensures that the Trinity Community have access to the latest information on these services.

We will provide further technical updates regarding the underlying problem, as the information becomes available, via the IT Services website News & Alerts.

IT Services

Update: Monday, 5 October 2020, 4:00pm

Panopto has advised that the system is now operational again. Panopto's cloud operations team is monitoring performance and continuing to investigate the source of the errors. Updates from Panopto available here: http://trust.panopto.com/

Update: Monday, 5 October 2020, 2:15pm

The Panopto cloud service for TCD and Europe is experiencing further difficulties. Panopto's cloud operations team is investigating the issue. Updates will be posted here: http://trust.panopto.com/

Update: Monday, 5 October 2020, 12:35pm

Panopto has advised that the system is now operational. Panopto's cloud operations team is monitoring performance metrics to ensure the issue is resolved.

First posted: Monday, 5 October 2020, 11:45am

Panopto has reported an issue with the system and appears to be inaccessible.

The affected components include integrations, processing / encoding, recording / uploading, search, video playback, website.

Panopto is currently investigating the issue and updates will be posted here: http://trust.panopto.com/

IT Services