# Mux: Major incident: Increased errors in playback

**Summary:** Mux reported a major incident affecting Mux Video - Live and Mux Video - VOD, with increased playback and thumbnail errors in one region. It started at 2025-09-18 16:37 UTC and was resolved at 2025-09-18 19:46 UTC, lasting 3 h 9 min; a fix was implemented at 17:23 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-09-18 16:37 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/wpcjvf6wr0jy](https://stspg.io/wpcjvf6wr0jy)
- [Company: Mux](https://rewindex.com/company/mux.md)
- Versions: before (none: first archived) → after incident\_version:197/986d16crzxts@9b5cf1f11a3e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Increased errors in playback
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-09-18 16:37 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-09-18 19:46 UTC
```

**6. Added: Affected components**

```diff
+ Mux Video - Live, Mux Video - VOD
```

**7. Added: Update** (investigating) · 2025-09-18 16:37 UTC

```diff
+ We are seeing increased error rates for playback and thumbnails in one of our regions. Currently investigating.
```

**8. Added: Update** (identified) · 2025-09-18 17:08 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**9. Added: Update** (monitoring) · 2025-09-18 17:23 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**10. Added: Update** (monitoring) · 2025-09-18 17:40 UTC

```diff
+ We are continuing to monitor for any further issues.
```

**11. Added: Update** (resolved) · 2025-09-18 19:46 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-09-18 16:37 UTC | Major incident: Increased errors in playback (this change) | outage |

All Mux changes: [timeline](https://rewindex.com/company/mux/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._


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Canonical: https://rewindex.com/change/i2e51e0a31f8c33 · Markdown: https://rewindex.com/change/i2e51e0a31f8c33.md · JSON: https://rewindex.com/api/v1/changes/i2e51e0a31f8c33 · Generated 2026-10-18T03:55:51.834Z