# FullStory: Major incident: Failure to load assets during playback for sessions (EU1 Data Center)

**Summary:** FullStory reported a major incident affecting asset loading and session playback in the EU1 Data Center, recorded as starting and resolving at 2026-09-23 19:00 UTC (computed duration: 0 min). The vendor attributed broken playback to a captured-asset URL resolution change and said a rollback at 9:45am UTC fixed it. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-23 19:00 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/lqb09ghwcbrz](https://stspg.io/lqb09ghwcbrz)
- [Company: FullStory](https://rewindex.com/company/fullstory.md)
- Versions: before (none: first archived) → after incident\_version:51/g6s4vb50zs1s@2da5c7035bdb
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Failure to load assets during playback for sessions (EU1 Data Center)
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-23 19:00 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-23 19:00 UTC
```

**6. Added: Update** (resolved) · 2026-09-23 19:00 UTC

```diff
+ A change was made on the 23rd of September to how URLs for captured assets are resolved; this inadvertently led to playback being broken for sessions in the EU1 Data Center. This was fixed by rolling back this change at 9:45am UTC.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-23 19:00 UTC | Major incident: Failure to load assets during playback for sessions (EU1 Data Center) (this change) | outage |

All FullStory changes: [timeline](https://rewindex.com/company/fullstory/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i239c2fab142333 · Markdown: https://rewindex.com/change/i239c2fab142333.md · JSON: https://rewindex.com/api/v1/changes/i239c2fab142333 · Generated 2026-10-18T02:31:44.560Z