Monitor page not loading for instructors

Update timeline

1. investigating Jul 28, 2026, 06:33 AM UTC

   We are getting reports and seeing issues with the monitoring page not loading for instuctors.

2. investigating Jul 28, 2026, 06:37 AM UTC

   We are investigating reports that the Monitor page for interactive videos does not load for instructors. Affected users see an "Unable to get bulb assignment data" error and no assignment data appears. This occurs both when the video is opened through an LMS (Moodle, Canvas) and when opened directly from the WeVideo dashboard. Account administrators are not affected. No reports of impact to video playback, editing, recording, or student submissions.

3. identified Jul 28, 2026, 06:38 AM UTC

   We have identified the cause. A change included in our latest release caused the Monitor page to request assignment data from an endpoint restricted to account administrators. Instructor accounts receive a permissions error and the page loads no data. Existing assignment and submission data is unaffected; this is a read failure only. We are preparing a fix.

4. identified Jul 28, 2026, 06:40 AM UTC

   A fix is in progress. Affected customers can contact our support team to apply an account level workaround that restores the Monitor page for affected instructors.

5. identified Jul 28, 2026, 06:41 AM UTC

   The fix has been written and is currently being tested before release.

6. identified Jul 28, 2026, 06:43 AM UTC

   To avoid any additional disruption, an additional testing round is taking place with a patch to production aimed during evening-night US time.

7. identified Jul 28, 2026, 06:44 AM UTC

   The fix is currently being staged for production and we'll be released as soon as it passes all checks.

8. monitoring Jul 28, 2026, 07:42 AM UTC

   The fix has been patched to production. We'll continue monitoring.

9. resolved Jul 28, 2026, 07:44 AM UTC

   Production testing has completed and the Issue is considered resolved.