Dear Creality Cloud User,

We sincerely thank you for your continued support of our platform. It is with deep regret that we must inform you of a service disruption. Due to unforeseen technical issues with our servers, the video functionality on our platform has been affected, resulting in users experiencing difficulties accessing video-related services. The specific details are as follows:

1. From 05:00 to 07:00 on September 10, 2024, and from 16:00 on September 10 to 13:00 on September 11, 2024 (UTC+0), all existing videos on the platform were inaccessible for playback (including community videos, time-lapse recordings, and recorded videos). Additionally, users were unable to upload new videos, automatic time-lapse uploads failed, recorded videos could not be uploaded, and community posts with videos could not be published.

2. After 13:00 on September 11 (UTC+0), the aforementioned video upload functions were restored to normal operation. Newly uploaded videos can now be played successfully; however, existing videos remain inaccessible.

We fully understand the significant inconvenience this malfunction has caused you, and we extend our sincerest apologies. Upon discovery of the issue, our technical team immediately implemented multiple emergency measures to actively resolve the problem. Currently, we are in close communication with our server infrastructure provider to restore normal playback of existing videos as quickly as possible. We will keep you informed of any developments as soon as they occur.

To express our sincere apologies for this incident and to thank you for your ongoing support, we have prepared the following compensation for affected users:

1. A complimentary 1-month premium membership

2. An additional 16GB of cloud storage, valid for 1 year

We are deeply aware of the inconvenience this incident has caused you and once again thank you for your understanding and patience. If you have any questions or require further assistance, please don't hesitate to contact us through our dedicated customer service email: support@crealitycloud.com.

Thank you for your trust and support.

Sincerely,

The Creality Cloud Team

Latest Update: The issue with the existing videos was resolved at 03:30 UTC on September 20, 2024.

[✅ FIXED] Video Service Issue