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We are investigating an issue causing failures when generating PDFs for print jobs in the AM1 environment. Some customers may experience errors when attempting to print to PDF. Our engineering team is actively investigating the issue. We will provide an update as more information becomes available.

We have identified the issue causing failures when generating PDFs for print jobs in the AM1 environment. Our engineering team is actively working on implementing a resolution. We will provide another update as progress is made.

A fix has been implemented and we are monitoring the results.

The issue causing failures for printing in the AM1 environment has been resolved. Printing functionality has returned to normal and the service is operating as expected. Thank you for your patience while we worked to resolve this issue.

We have identified an issue causing intermittent problems with the Online Designer. Some customers may experience difficulties accessing or using the Online Designer. Our engineering team is actively working to resolve the issue and restore consistent service. We will provide an update as more information becomes available.

We are continuing to work on a fix for this issue.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are investigating an issue causing intermittent printing failures in the AM1 environment. Some customers may experience delays or failures when submitting print jobs. Our engineering team is actively investigating the issue and working to restore normal printing performance. We will provide an update as more information becomes available.

The issue has been identified and a fix is being implemented.

A mitigation has been implemented, and printing performance in the AM1 environment has returned to normal. We are monitoring the system closely to ensure continued stability.

The intermittent printing issue affecting the AM1 environment has been resolved. Printing performance remained stable throughout the monitoring period and is operating normally. Thank you for your patience while we worked to resolve this issue.

We are investigating an issue causing delays in API print job processing in the AM1 environment. Customers using API printing may experience longer-than-expected processing times. Our engineering team is actively investigating the issue. We will provide an update as more information becomes available.

We are continuing to investigate this issue.

A fix has been implemented and we are monitoring the results.

The issue affecting API print job processing in the AM1 environment has been resolved. API printing performance has returned to normal and the platform is operating as expected. Thank you for your patience while we worked to resolve this issue.

## **Root Cause Analysis \(RCA\)** **Incident:** AM1 – API Print Delays **Date:** August 20, 2026 **Duration:** 7:40 AM – 10:16 AM PDT ### **Summary** Some customers in the AM1 environment experienced delays when submitting print jobs through the API. During the incident, print jobs took longer than expected to process as a backlog developed within the printing services. ### **Root Cause** A temporary connectivity issue between core database and authentication services occurred at the same time as an unusually high volume of large print requests. Together, these conditions increased the load on the services responsible for routing and processing print jobs. As communication between services became unstable, print jobs could not be processed at their normal rate, resulting in a temporary backlog and increased processing times. ### **Containment Actions** Our engineering team restarted the core services responsible for print job communication and execution tracking. This cleared the accumulated backlog, restored stable service connections, and returned API printing to normal performance. ### **Corrective Actions** We are optimizing how large print requests are prepared and transmitted by compressing or dividing large payloads into smaller segments before processing. This will help prevent individual requests from exceeding system message-size limits and affecting print processing. ### **Preventive Actions** We are implementing additional improvements to strengthen API printing resilience: * **Increasing capacity for large print requests** to prevent high-volume jobs from placing excessive load on shared processing resources. * **Adding automatic overflow handling** so oversized or failed requests can be safely isolated instead of affecting the overall print queue. * **Optimizing connection timeout thresholds** to prevent temporary periods of high load from causing unnecessary service disconnections. These improvements are intended to ensure that high-volume or unusually large print requests can be handled without affecting overall API printing performance.

We are currently investigating this issue.

The issue has been identified and a fix is being implemented.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

### **Root Cause Analysis \(RCA\)**  **Incident:** AM1 – Printing Degradation **Date:** Saturday, August 15, 2026 **Duration:** 9:53 AM – 10:26 AM PDT ### **Summary** Some customers in the AM1 environment experienced degraded printing performance, including delays and timeout errors when submitting print jobs. Normal printing performance was restored after approximately 33 minutes. ### **Root Cause** An exceptionally large and complex print request caused one of the print processing services to become unresponsive. Automated recovery attempts for the stalled process consumed a significant portion of the shared processing capacity used for print jobs. As available capacity became constrained, other print requests using the same infrastructure experienced temporary delays and timeout errors. ### **Containment Actions** Our engineering team stopped the stalled print job, restarted the affected print processing service, and cleared related queued requests to prevent them from being processed again.  These actions released the affected resources and restored normal printing performance. ### **Corrective Actions** The label template associated with the large print request was temporarily reverted to a previously stable version while its design and performance were reviewed. We also worked with the affected customer to process large-volume print requests in smaller batches while permanent improvements are being implemented.  ### **Preventive Actions** We are implementing several improvements to increase printing resilience and prevent individual high-volume jobs from affecting other workloads: * Introduce limits for exceptionally large print submissions and process larger requests in smaller batches. * Further isolate high-volume print workloads from standard, on-demand printing. * Improve health-check behavior to better distinguish temporary resource spikes from service failures. * Enhance monitoring to detect stalled print processes earlier and enable faster recovery. * Evaluate additional architectural improvements to further isolate customer-facing services from underlying print processing components. These improvements are intended to ensure that unusually large or complex print jobs can be handled without affecting printing performance for other customers.