High flagging rate for Document Video Reports

Update timeline

1. identified Nov 14, 2025, 01:22 PM UTC

   The issue has been identified and a fix is being rolled out. We will provide a further update in 30 minutes.

2. monitoring Nov 14, 2025, 01:48 PM UTC

   The issue has been fixed for new checks going forward. We are still working on assessing the impact for the completed checks. We will provide a further update in 30 minutes.

3. resolved Nov 14, 2025, 02:10 PM UTC

   This issue is now resolved: We take a lot of pride in running a robust, reliable service and we're working hard to make sure this does not happen again. A detailed postmortem will follow once we've concluded our investigation.

4. postmortem Nov 18, 2025, 04:26 PM UTC

   ### Summary A change was deployed with a bug that resulted in ~30% of all Document Video Reports during a 3 hour period to be falsely rejected for Invalid Media Signature. ### Root Causes This incident was caused by a change deployed to our backend systems, that started incorrectly marking reports with unsigned medias as having incorrect signatures. ### Timeline 09:52 GMT: A change is deployed incorrectly marking unsigned medias as having invalid signatures 12:33 GMT: The team that owns the service is alerted of the issue 12:54 GMT: The change in media signatures handling is identified as the root cause 13:07 GMT: The service is rolled back, and the error stops ### Remedies We are refining our monitoring for the relevant service, so that issues similar to this one will be resolved in a more timely manner. We are reviewing our end to end test suite to ensure consistency in media signature verification.