LogsF-2305

Playback start failures on iOS with no matching CDN anomaly

P3 · SUB-P1

SLA breached by1200m 00sof 1440m 00s

Video start failure rate

3.42%

from 0.81% · +4.2×

Affected users

2,900

iOS · Nexo Bank MX · QRO · app 3.4.1

Cancels at risk

620

Modelled over 30 days

Detected

1d 20h ago

26 Aug 18:20 UTC

Attributable to

SimpleStream

App and player quality. Crash, start failure, TTFF, version regressions.

Past acknowledgement target — 1440m, raised 1d 20h ago, recorded against SimpleStream — player

Routing & discussion

not routed

Not routed yet. Nobody outside this tool knows about this finding.

Destination

SubjectBody

Evidence attached

Start failure by platform, same tenant and same edge (3 rows)
QRO edge readings across the same window (4 rows)

Editable before send

Description

Video start failure on iOS for Nexo Bank MX is running at 3.4% against a 0.8% baseline. The same cohort's Android users on the same QRO edge are at 0.9%, and CloudWatch shows QRO error rate and cache hit ratio flat across the window. That asymmetry is the argument: identical network, identical content, one platform failing four times as often. This is a client-side regression in the iOS player integration, and the CDN evidence is included specifically to close off the deflection.

Suggested action

Route to SimpleStream with the platform comparison attached. The flat CDN readings are the part of the evidence that matters — send them.

Related logs

2 signals · expand a row for the event data

2026-08-26T18:20:00.000ZS-8870 SEASONAL BASELINE Video start failure rate — observed 3.42%, expected 0.81%+4.2×

Detected: 26 Aug 18:20 UTC1d 20h ago
Detector: Seasonal baseline
Slice: iOS · Nexo Bank MX
Confidence: 95%
Affected users: 2,900
Observed: 3.42%
Expected: 0.81%
Deviation: +4.2×

Event dataNPAWGET /npaw/v1/data/playback200203mss-8870-00733

{
  "timestamp": "2026-08-26T18:20:00.000Z",
  "endpoint": "GET /npaw/v1/data/playback",
  "requestId": "s-8870-00733",
  "status": 200,
  "latencyMs": 203,
  "request": {
    "metric": "Video start failure rate",
    "slice": "iOS · Nexo Bank MX",
    "detector": "baseline",
    "window": "6h"
  },
  "response": {
    "observed": "3.42%",
    "expected": "0.81%",
    "deviation": "+4.2×",
    "confidence": 0.95,
    "affected_users": 2900,
    "columns": [
      "platform",
      "observed",
      "expected",
      "attempts"
    ],
    "rows": [
      [
        "iOS",
        "3.42%",
        "0.81%",
        "284,110"
      ],
      [
        "Android",
        "0.91%",
        "0.84%",
        "412,880"
      ],
      [
        "Web",
        "0.88%",
        "0.86%",
        "96,220"
      ]
    ]
  }
}

Query

SELECT platform, metric('start_failure_rate') AS observed, baseline('start_failure_rate') AS expected, attempts
FROM semantic.playback WHERE tenant_id = 'nexo-mx' AND cdn_pop = 'QRO'
  AND day >= now() - interval '48 hours'
GROUP BY platform ORDER BY observed DESC

2026-08-26T19:00:00.000ZS-8873 THRESHOLD RULE QRO edge error rate — observed 0.04%, expected 0.04%flat

Detected: 26 Aug 19:00 UTC1d 19h ago
Detector: Threshold rule
Slice: QRO · all tenants
Confidence: 99%
Affected users: 0
Observed: 0.04%
Expected: 0.04%
Deviation: flat

Event dataCLOUDWATCHPOST /logs/v1/StartQuery200206mss-8873-00736

{
  "timestamp": "2026-08-26T19:00:00.000Z",
  "endpoint": "POST /logs/v1/StartQuery",
  "requestId": "s-8873-00736",
  "status": 200,
  "latencyMs": 206,
  "request": {
    "metric": "QRO edge error rate",
    "slice": "QRO · all tenants",
    "detector": "rule",
    "window": "6h"
  },
  "response": {
    "observed": "0.04%",
    "expected": "0.04%",
    "deviation": "flat",
    "confidence": 0.99,
    "affected_users": 0,
    "columns": [
      "hour",
      "5xx rate",
      "cache hit",
      "p95 latency"
    ],
    "rows": [
      [
        "13:00",
        "0.04%",
        "94.6%",
        "141ms"
      ],
      [
        "09:00",
        "0.04%",
        "94.4%",
        "146ms"
      ],
      [
        "05:00",
        "0.03%",
        "94.8%",
        "138ms"
      ],
      [
        "01:00",
        "0.04%",
        "94.7%",
        "144ms"
      ]
    ]
  }
}

Query

SELECT hour, metric('error_rate') AS errors, metric('cache_hit_ratio') AS cache, metric('origin_latency_p95') AS latency
FROM semantic.cdn_edge WHERE cdn_pop = 'QRO' AND hour >= now() - interval '48 hours'
GROUP BY hour ORDER BY hour DESC LIMIT 4

Clustered support tickets

1 matched

Video will not start on iPhone
ZD-48170 · Nexo Bank MX
1d 11h ago

Sample affected users

1c8f04ba