New video player unavailable with some existing video player templates

Incident Impact

On 20 May 2026 UTC, a small number of customers experienced issues accessing certain New Player pages, which were unable to load correctly.

We have since analysed every impacted playback session and can confirm that only a very small number of customers were affected. The vast majority of customers experienced no disruption, and all other StreamShark services remained fully operational throughout.

Overview

The issue was introduced as part of a recent update that added new visual customisation options to the New Player. This update inadvertently caused certain older player configurations to become incompatible, resulting in those pages being unable to display correctly. The issue was not caught prior to release as our testing at the time did not cover the older configurations in use by our customers.

Detection

The issue was identified by a member of the StreamShark team during an internal testing. Upon detection, our engineering team was immediately engaged and began working to investigate and resolve the problem. The StreamShark status page was updated during the issue.

• First Detected: Wednesday, 20 May 2026 at 11:43 p.m. UTC
• Mitigated: Thursday, 21 May 2026 at 03:29 a.m. UTC
• Ongoing Monitoring: Thursday, 21 May 2026 at 03:30 a.m. UTC

Root Cause

The issue stemmed from a compatibility gap between a recently introduced feature and certain older player configurations. When the update was released, a safeguard that should have accounted for these older configurations was not in place. As testing had been conducted using newer configurations only, this gap was not identified before the release went live.

Remediation

The root cause has been identified and fully resolved. All affected New Player pages have been restored and confirmed to be working correctly.

We understand how important reliability is to our customers, and we are taking the following steps to ensure this does not happen again:

1. Broader testing coverage — We have updated our testing process to validate new releases against a wider range of customer configurations, including older ones, so that compatibility issues are caught before they reach production.
2. Automated safeguards — We are introducing additional automated checks that will help detect potential issues earlier in the development process.