Issue is now resolved. It was a database disk space issue. The incident report can be seen below.
We sincerely apologize.
The Printix Team
On Thursday 15:15 PM GMT February 27th, first customer reported an issue with slow printing. Subsequently other customers started to report they were unable to Sign in, access Printix Administrator, Printix App, and some customers also started to report that printing, even locally, was not possible. Direct printing is supposed to work when/if the Printix Cloud is down.
Incident was initially announced as ‘Slow performance’, but as we analyzed the incoming support requests and the system itself, we changed the title to ‘Outage’.
At approximately 16:45 PM GMT we had established, that one of the three database nodes had run out of disk space. Disk space was subsequently increased, data was copied and then the node was restarted (operation took about 30 minutes in total). At 17:15 PM GMT we updated the status of the announced incident as resolved.
Findings, learning and actions
- To proactively prevent an incident like this from happening again, we have now increased monitoring points on the database nodes in question.
- As part of the previously announced and now updated Service Disruption Notice - Saturday 29 February 2020, we will increase the disk space of the remaining database nodes.
- We have established, why under this incident, direct printing did not work as it was supposed to. Development task PP-5630 has been created and development is in progress. Fix is included in Printix Client version 1.3.702.