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Posted: Fri 7 Jun 2024, 8:40am.

**Issue Now Resolved**

Message from Panopto Support about possible loss of viewing data for your recorded videos.

We are reaching out to inform you that we have discovered an issue with the recent release of Panopto 14.20 on May 30th and 31st. This issue impacts all Panopto Cloud customers.

What is the issue?

Video playback statistics for the minutes delivered are not recorded if the browser tab loses focus of the window containing the viewer [user switches tabs or rearranges windows in a way that hides the browser window containing the viewer]. Even if the viewer is only hidden for a brief period of time, playback statistics will no longer be recorded for that user’s view of the video unless the video is refreshed by reloading the page.

Note: A view will still be recorded in this scenario but the playback minutes are not.

We recognize that data on playback statistics is essential to tracking user completion rates and we are focused on resolving this issue as quickly as possible.

Can the issue be mitigated while a fix is underway?

Unfortunately, there is no mitigation. Affected viewing data will be lost.

When will this issue be resolved?

We are releasing a hotfix to address this issue at the end of business hours on June 6th for the European clouds

Thank you for your understanding and patience as we work to resolve this issue. We will follow up no later than Thursday, June 13th with an update.

IT Services will update the latest news once the issue is resolved.