We are currently experiencing issues with Printix Cloud. 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.

• 2022-09-02 02:28 (CET)
  This announcement is published, as we can see that Printix Cloud is becoming unresponsive.
• 2022-09-02 09:30 (CET)
  System is coming back to normal.
• 2022-09-02 09:55 (CET)
  Status changed to resolved. Incident report will follow later, when analysis has been completed.
• 2022-09-06 11:30 (CET)
  Analysis is still ongoing. A hypothesis about the possible root cause has been formed, and in the work to prove this, we have and will extend the logging in the Printix Cloud in the area of interest in order to prove the hypothesis.
• 2022-09-08 14:50 (CET)
  We have established the root cause and are working on initiatives for preventing this from happening again. Incident report will follow when analysis has been completed fully.
• 2022-09-22 17:20 (CET)
  Incident report published below.

Incident report

The root cause of this incident was that the call used to register a Kiosk user on a computer the first time did not go through on what turned out to be a critical number of computers.

On 2022-09-02 (Friday, September 2nd. 2022) shortly after midnight CET customers started to report issues. An announcement is made at 02:28 (CET). Investigation is taking place and a number of different attempts are made to scale the system. At 09:30 (CET) the system is coming back to normal. 

Actions

• First response was to make Printix Client version 1.3.1194 (from 2022-09-07) available to customers who according to collected logging had issues with timely first-time registration of kiosk users. Since 2022-09-08 Printix Client version 1.3.1194 has been given to new customers. For additional information refer to: Changelog 2022-07.
• In addition to existing throttling mechanisms in Printix Cloud a throttling mechanism has now been developed and deployed for the first-time registration of Kiosk users (Task 142512).
• To reduce the processing time for these first-time registrations the internal handling of Kiosk IDs has been changed and deployed (Task 142499).
• Steps are being taken to improved the responsiveness to incidents like this.

Friendly regards
The Printix Team