Overview
Some video SOPs experienced an issue where videos after a specific step did not play correctly (seeking to a playback position would freeze, or audio would be missing in later sections).
Date/time and Status
June 26, 2026, around 12:00 PM — fix Completed
Range of impact
The following video SOPs were affected:
- SOPs created by uploading video files in legacy formats (Windows Media / WMV and other non-web-standard formats)
※ Standard MP4 videos captured on smartphones or PCs are not affected by this issue.
Root cause
When converting these legacy-format videos for delivery, the Audio would sometimes be converted only partway through the video. Playback and seeking would then fail at and after that point.
Fix details
We improved the video conversion process so that legacy-format videos now convert correctly all the way through, including Audio. Videos uploaded on or after June 26, 2026 will not be affected by this issue.
What we ask of you
- No special action is required for future uploads
- We are addressing SOPs that already show this issue on a case-by-case basis. If you have an SOP that concerns you, please contact support (we will resolve it by re-converting or re-uploading the video)
- SOPs you viewed before the fix may still show the old version in your browser. Reload the page (hard refresh) to confirm the latest version
We apologize for the inconvenience.