Resolved on May 14, 2025, affecting Global Site Network.
We have now fully resolved an issue related to images and videos not loading for some website visitors. The issue was ultimately difficult to diagnose due to no clear pattern around the issue and because our team was unable to reproduce the issue entirely. Thanks to the patience of our customers and their willingness to help us gather information we were able to determine that a web software safety service had wrongly categorized our umsousercontent.com domain as harmfull. The domain only serves static media files such as jpg, mp4, svg, etc. and cannot be used for harmfull activity. We have requested the service to change their faulty categorization which has been fixed. Due to this change possible taking a while to propagate, we are temporarily also routing all media file requests through a different network with URLs relative to website urls. This change is immediate and should fix all broken images, videos and the like on all customer sites. We are taking steps to prevent similar issues from arising again in the future and to respond more quickly to unexpected issues. This experience will serve to help us improve our service resiliency and availability. We apologize to all customers who experienced disruptions due to this issue. If you notice or see reports of any persisting issues, please do not hesitate to contact us at [email protected]
Affected components
Update timeline
- resolved May 14, 2025, 10:02 PM UTC
We have now fully resolved an issue related to images and videos not loading for some website visitors. The issue was ultimately difficult to diagnose due to no clear pattern around the issue and because our team was unable to reproduce the issue entirely. Thanks to the patience of our customers and their willingness to help us gather information we were able to determine that a web software safety service had wrongly categorized our umsousercontent.com domain as harmfull. The domain only serves static media files such as jpg, mp4, svg, etc. and cannot be used for harmfull activity. We have requested the service to change their faulty categorization which has been fixed. Due to this change possible taking a while to propagate, we are temporarily also routing all media file requests through a different network with URLs relative to website urls. This change is immediate and should fix all broken images, videos and the like on all customer sites. We are taking steps to prevent similar issues from arising again in the future and to respond more quickly to unexpected issues. This experience will serve to help us improve our service resiliency and availability. We apologize to all customers who experienced disruptions due to this issue. If you notice or see reports of any persisting issues, please do not hesitate to contact us at [email protected]
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