We are currently experiencing issues with Printix Cloud and slow performance. We are working to resolve the issues. We will post updates to this announcement when we have news. Select Follow if you wish to be notified about these updates.

During this period you may experience slow performance, inability to sign in and release documents via Printix App. Direct print to printers on the local network is still possible.

Update 1 - 2020-12-07 07:52 GMT

• Issue is resolved. Performance is normal.

Friendly regards
The Printix Team

Incident report

On 2020-12-07 at 07:23 GMT our PagerDuty system alerted us regarding rejected authentication requests. At 07:35 GMT we published the first version of this announcement. At 07:44 GMT our PagerDuty reported the issue was resolved and at 07:53 GMT we updated the announcement to reflect that the issue with slow performance was now resolved. The system recovered and bounced back to normal performance after a restart of an authorization service instance that did not process its proportional part of the workload. In the afternoon at around 13:40 GMT we were alerted there was slow performance. By 14:00 GMT the system was back to normal operation. Subsequent analysis showed the issue was caused by the system being unable to allocate enough memory for the external API service.

Actions

• Change configurations to ensure services, including the authorization service, does take their part of the workload.
• Revisit the memory allocation and reduce the allocated memory for selected services, so there is more memory available for the external API service going forward.
• The above changes were put in place during the evening of 2020-12-07 and the morning of 2020-12-08.