Resolved after 1 hour 54 minutes, affecting Go1 and API and 1 more, on January 27, 2025.
**Incident Summary** **Start:** 27 January 2025 PT 9:40 a.m. PST | 28 January 2025 4:40 a.m. AEDT **End:** 27 January 2025 PT 11:22 a.m. PST | 28 January 2025 6:22 a.m. AEDT **Impact:** Users temporarily saw a "_We couldn't load the content," or an, "Oops! An error occurred, please refresh and try again,"_ error message when attempting to access any content related feature.On 27 January at 9:40 a.m. PT \(28 January 4:40 a.m. AEDT\) an issue was identified by Go1's engineering team via internal monitoring. During the time the issue was active, ~20 users saw a _"We couldn't load the content," or an, "Oops! An error occurred, please refresh and try again,"_ error message when attempting to access any content related feature, i.e., previewing content, content sync, playlists, AI search, etc. **Root Cause** The engineering team identified the root cause as being an internal system process that was causing unexpected results. **Remedial Actions** The issue was resolved at 11:22 a.m. PST \(6:22 a.m. AEDT\) by disabling the internal system process that was causing the issue. The team monitored the results to ensure services were properly restored and the system was functioning as expected.**Preventative Actions** Comprehensive preventative measures will be identified upon completion of the incident retrospective.
Affected components
Update timeline
- investigating Jan 27, 2025, 07:03 PM UTC
We are currently investigating this issue. The content for our courses is not loading. Preview features in Content Hub and Explore pages are also affected.
- monitoring Jan 27, 2025, 07:44 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 27, 2025, 08:57 PM UTC
This incident has been resolved.
- postmortem Jan 27, 2025, 10:36 PM UTC
**Incident Summary** **Start:** 27 January 2025 PT 9:40 a.m. PST | 28 January 2025 4:40 a.m. AEDT **End:** 27 January 2025 PT 11:22 a.m. PST | 28 January 2025 6:22 a.m. AEDT **Impact:** Users temporarily saw a "_We couldn't load the content," or an, "Oops! An error occurred, please refresh and try again,"_ error message when attempting to access any content related feature.On 27 January at 9:40 a.m. PT \(28 January 4:40 a.m. AEDT\) an issue was identified by Go1's engineering team via internal monitoring. During the time the issue was active, ~20 users saw a _"We couldn't load the content," or an, "Oops! An error occurred, please refresh and try again,"_ error message when attempting to access any content related feature, i.e., previewing content, content sync, playlists, AI search, etc. **Root Cause** The engineering team identified the root cause as being an internal system process that was causing unexpected results. **Remedial Actions** The issue was resolved at 11:22 a.m. PST \(6:22 a.m. AEDT\) by disabling the internal system process that was causing the issue. The team monitored the results to ensure services were properly restored and the system was functioning as expected.**Preventative Actions** Comprehensive preventative measures will be identified upon completion of the incident retrospective.
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