Error 153 on Youtube Videos

[MeganCox]

Everything has been working perfectly fine for months now. But this week, on all of the YouTube videos on our intranet pages, there's an error code 153. I haven't been able to find information on what the issue is. 

We used the Rich Content editor with the Video block and entered YouTube information on all the videos on topic pages. We have not changed any settings on our YouTube, and our IT department has let me know we have not made any updates to policies that would affect YouTube or ServiceNow. The only videos working are the ones that we have in the Video Carousel widget. I updated all of the videos the other day, and it randomly started working for an hour or so, but then it went back to having issues. 

Has anyone else experienced this? Any ideas for fixes that still allow us to have a video within the Rich Content widget?

[Johan van den H]

We tested if this issue also appears when we add a Youtube video to a knowledge article on a OOTB PDI.
And yes, the issue also appears there which indicates that this is either a ServiceNow issue or a Youtube issue.

[MeganCox]

Hi Johan, 

Not sure if this will be helpful, but when I was logged into Chrome, I realized I was signed into a Chrome profile that was for our department rather than not signed in at all (top right corner there was a profile picture instead of the empty profile). When I signed out of it, it helped a ton. But I saw as of yesterday, the error had come back and I am not signed in anymore. So I'm not sure? 

[Johan van den H]

Hi Megan,

We tried multiple browsers on different computers and they all display the error 153 message on all our knowledge articles that have a Youtube video in the article.
And since it is also on my PDI I suspect that this is not an issue with our instance settings.

[JD3131]

We have been experiencing the same issue since early last week. Everything was working correctly until I noticed the issue on 10/14/2025. Tried deleting browser data on both chrome and edge. This has a roughly 10 percent or so success rate.

The issue also occurs on multiple computers in the office. Some appear to work, randomly. Many others do not. Tried to update the embed codes as some users have suggested, but with no luck. 

The YouTube embed codes work just fine with other types of sites we offer to our user base, which are password / SSO gated. The YouTube embed codes work correctly on those other sites but are not working within knowledge bases available via ServiceNow. (Including the Service Portal)

There has to be one solution that can be determined for all ServiceNow customers, as opposed to having all ServiceNow customers update all articles and embed codes one at a time. 

[lakshminere]

Hello All, Were you able to resolve this issue? if yes can you please share the details as we are running into the same issue. Thank you!!