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Zoom on-premise cloud recording issue 

 

During summer all of the NORDUnet Zoom on-premise platform was migrated over to the new Zoom Node setup. Extensive testing was carried out as part of this process.

There are things in the Node setup and backend that is having design flaws regarding the scaling. We have together with Zoom identified 40+ issues or features that needed to be addressed, but this has no impact on the service, and we did not encounter any functional issues.

 

When utilisation increased after the summer holidays, we have encountered an intermediate issue with the Zoom on-premise recording service. This has resulted in the delay of the processing and making the recordings available and has unfortunately led to the loss of recordings that cannot be recovered. 

During the period from August 27 to September 5, the average loss of recordings was around 5%, in total around 250 recordings were lost.

The night between September 5 and 6 we implemented a workaround changing the disc configuration on the recording server VM’s. After that the number of lost recordings has dropped to less than 0,5% and a total of 5 recordings have been lost since.

 

The root cause for the problem has so far not been identified. There are currently two different lines of investigations. We are in constant contact with Zoom and provide them with all requested information.

In the new Zoom Nodes setup, the servers are running in locked down containers that we do not have access to, making our ability to act independently limited.

 

If there are critical recording needs, it is recommended to use local recording until the issue has been fully resolved.

 

The Media support group has been kept informed on the Monday update meeting, but we will start to inform more broadly on the situation.

 

We understand the frustration and concerns regarding the current situation and NORDUnet apologies for and deeply regrets any inconvenience caused by this.

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