# Atlassian Loom: Major incident: Some Loom users experiencing no audio when viewing recordings

> Major incident: Some Loom users experiencing no audio when viewing recordings. Detected 2026-10-22 by Rewindex: what changed on Atlassian Loom’s status page, with the before/after diff.

Canonical: https://rewindex.com/change/i6ad77c3a46aadb
Last updated: 2026-10-22T07:54:06Z

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-11-20 05:39 UTC · Detected: 2026-10-22 07:54 UTC
- [Source: https://loom.status.atlassian.com/incidents/t5rsnfks8vpt](https://loom.status.atlassian.com/incidents/t5rsnfks8vpt)
- [Company: Atlassian Loom](https://rewindex.com/company/atlassian-loom.md)
- Versions: before (none: first archived) → after incident\_version:91/t5rsnfks8vpt@9e292c8344cd
- Change 1 of 1 for this incident

Incident page (full timeline): [Some Loom users experiencing no audio when viewing recordings](https://rewindex.com/company/atlassian-loom/incidents/t5rsnfks8vpt.md)
## What changed

**1. Added: Title**

```diff
+ Some Loom users experiencing no audio when viewing recordings
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-11-20 05:39 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-11-20 05:39 UTC
```

**6. Added: Affected components**

```diff
+ Authentication, Loom AI, Recording, Viewing
```

**7. Added: Update** (identified) · 2025-11-19 22:32 UTC

```diff
+ We are aware of some customers that are experiencing no audio when viewing their Loom recordings. Our team has identified this issue and is working urgently to restore the audio for these recordings. Please rest assured that the audio has been recorded correctly, and we expect this to be fully available when this incident is resolved. New recordings are no longer impacted by this issue. We will provide an update within two hours with our progress as the team continues to investigate.
```

**8. Added: Update** (identified) · 2025-11-20 00:33 UTC

```diff
+ Our team believes that we have identified the cause of the issue impacting audio during playback of videos for some customers. As mentioned in our previous updates, new recordings will be working as expected, however videos recorded between 19 Nov 16:51 UTC and 19 Nov 21:30 UTC are expected to be impacted by this issue. A fix for this issue to restore audio to these recordings is now being developed and tested, and we expect to have further update within 2 hours on progress for this resolution.
```

**9. Added: Update** (identified) · 2025-11-20 02:30 UTC

```diff
+ The fix to resolve issues on audio recordings impacted by this incident is now being prepared for deployment. Currently the expected duration of the rollout is 3 hours, at which point we expect the audio from the impacted recordings to be fully restored. We will provide further update at that time with the progress of the restoration and provide any additional information that may be required.
```

**10. Added: Update** (resolved) · 2025-11-20 05:39 UTC

```diff
+ The rollout of the fix for impacted videos without audio has now completed. Customers should now be able to review existing videos without audio and see that it has been properly restored. If you are continuing to see any issues with playback of your videos, please reach out to Loom support for assistance. We apologize for any inconvenience caused by this issue.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-11-20 05:39 UTC | Major incident: Some Loom users experiencing no audio when viewing recordings (this change) | outage |

All Atlassian Loom changes: [timeline](https://rewindex.com/company/atlassian-loom/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._

## Cite this

Major incident: Some Loom users experiencing no audio when viewing recordings on Atlassian Loom’s status page, changed 2025-11-20 05:39 UTC (change 1 of 1).

- Canonical URL: https://rewindex.com/change/i6ad77c3a46aadb
- Citation: Atlassian Loom, “Major incident: Some Loom users experiencing no audio when viewing recordings” (2025-11-20 05:39 UTC). Archived by Rewindex: https://rewindex.com/change/i6ad77c3a46aadb (CC BY 4.0).
- Markdown link: `[Atlassian Loom: Major incident: Some Loom users experiencing no audio when viewing recordings (2025-11-20)](https://rewindex.com/change/i6ad77c3a46aadb)`


---
Canonical: https://rewindex.com/change/i6ad77c3a46aadb · Markdown: https://rewindex.com/change/i6ad77c3a46aadb.md · JSON: https://rewindex.com/api/v1/changes/i6ad77c3a46aadb · Data licensed CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/) · Generated 2026-11-04T15:34:11.919Z