Active Incident

Incident Status

Partial Service Disruption

Components

Integrations

Locations

North America (NA), Europe (EU), Asia-Pacific (AP), Canada (CA), Australia (AU)



June 2, 2021 6:28PM UTC
[Investigating] Customers using the Blackboard and Moodle integrations may be experiencing an increased error rate with version 91 of Chrome/Edge browsers. We’re sorry for this interruption. Our Engineering team is investigating the issue and we’ll update here as soon as we know more. What does this mean? In the latest update to Chrome/Edge, Google made a change to one of their cookie settings. Steps to reproduce this issue: Sign out from Blackboard/Moodle + Panopto Sign into Blackboard or Moodle Go to a page with a Panopto folder or session embedded Click on a Panopto folder or session embed If the issue reproduces, you will either be prompted to sign in again or you will see a “Refuse to connect” error message If you are seeing this problem, please open a support ticket(https://support.panopto.com/s/createcase) so we can investigate and assist with a workaround. We will update this post by the end of today.

June 3, 2021 8:42AM UTC
[Investigating] We apologise for the continued disruption. Our Engineering team is continuing to investigate the issue and we’ll update here by the end of the day PDT time (UTC -7).

June 3, 2021 9:29PM UTC
[Investigating] For Moodle Customers: In our testing we have been able to resolve the issue by enabling “Secure cookies only” which is defaulted in the latest point versions of Moodle 3.8, 3.9 and 3.10. To check this setting please follow the steps outlined here: https://support.panopto.com/s/article/moodle-installation-and-configuration-1#hTargetInstance7 For Blackboard Customers: While we continue to investigate a permanent solution with Blackboard, you can mitigate this problem by enabling a setting in Panopto on your Identity Provider. To do so please follow the below steps: 1. On your Panopto site, click on "System" > "Identity Providers" 2. Find your Blackboard Identity Provider and click "Edit" at the bottom 3. Select the "Bounce page Blocks iframes" checkbox 4. Hit "Save"; Repeat as necessary for additional Blackboard Identity Providers Note: When the above setting is enabled users will no longer be able to sign into Panopto from an embedded folder or session when using Chrome on an iOS device. To work around this issue, please sign into Panopto on your mobile browser prior to accessing the embedded folder or video. We will provide another update by the end of the day tomorrow.

June 4, 2021 9:24PM UTC
[Investigating] For Moodle Customers: We have received confirmation that setting “Secure cookies only” to True will resolve this issue. As a result, future updates to this post will not include anything related to Moodle. If you are still seeing this issue, please follow the steps outlined here to ensure “Secure cookies only” is set to True on your Moodle site: https://support.panopto.com/s/article/moodle-installation-and-configuration-1#hTargetInstance7 For Blackboard Customers: We are continuing to investigate a permanent solution with Blackboard. Please continue to follow the workaround in the previous post. We will post our next update by the end of the day PT on Monday, June 7.

June 8, 2021 3:34AM UTC
[Investigating] Our development team continues to investigate a permanent solution with Blackboard, you can mitigate this problem by enabling a setting in Panopto on your Identity Provider. To do so please follow the below steps: 1. On your Panopto site, click on "System" > "Identity Providers" 2. Find your Blackboard Identity Provider and click "Edit" at the bottom 3. Select the "Bounce page Blocks iframes" checkbox 4. Hit "Save"; Repeat as necessary for additional Blackboard Identity Providers Note: When the above setting is enabled users will no longer be able to sign into Panopto from an embedded folder or session when using Chrome on an iOS device. To work around this issue, please sign into Panopto on your mobile browser prior to accessing the embedded folder or video. We will provide another update by the end of the day tomorrow.

June 8, 2021 9:09PM UTC
[Investigating] Our development team continues to investigate this issue with Blackboard. Please continue to follow the workaround in the previous post. We will post our next update by the end of the day on Friday, June 11th.

June 11, 2021 9:41PM UTC
[Investigating] Our development team in collaboration with Blackboard continues to investigate this issue. Please continue to follow the workaround in the meantime. We will post our next update by the end of the day on Friday, June 18th.

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