If a customer reports one release ending earlier than expected, they can be advised to refresh this release via the icon below with Manage Downloads > Downloaded tab. Provided the App is online it should re-download straight away.
This issue should then be escalated because it might be a problem with the AV setup (rather than the download). So once the release is refreshed please escalate to someone with Kibana access, so they can confirm there are no Video Player Disconnects. Kibana can also confirm if the release was not downloaded fully.
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