We are currently experiencing issues with Printix Cloud. It seems to be related to the release of documents.

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.

Incident report

Overview

The Printix service was disrupted for 2 hours from 12:15UTC to 14:07UTC on March 15th due to an index failure within the Apache Kafka messaging service. Following investigation by the Cloud Services team which identified a corrupted index, the Printix service was restored by reindexing and restarting the Kafka service cluster.

What Happened

• 12:15 UTC
  Kofax Cloud team alerted by the monitor escalation service of authentication failures within Printix. Investigation found many connections to the service were failing and attempting concurrent reconnection causing performance problems within Printix.
  
  Changes were made to better manage this reconnection process while investigations continued, and this announcement was published.
  
  
• 13:49 UTC
  Further investigations identified index corruption within Kafka and the Kafka cluster was reindexed and restarted to fully restore service, confirmed at 14:07 UTC by which time all connections were restored and messages processing normally.

Root Cause

Root cause is not absolutely decided but it is believed that additional capacity within the Kafka messaging service would have made recovery of the service quicker and possibly reduced the chance of the index corruption.

Actions

• Increasing processing capacity within the Apache Kafka infrastructure.

• Improve frequency and timeliness of announcements published to https://support.printix.net

Friendly regards
The Printix Team