Resolved after 3 hours 14 minutes, affecting AM1 - Print Engine Services, on August 20, 2026.
## **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.
Affected components
Update timeline
- investigating Aug 20, 2026, 04:44 PM UTC
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.
- investigating Aug 20, 2026, 05:07 PM UTC
We are continuing to investigate this issue.
- monitoring Aug 20, 2026, 05:16 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Aug 20, 2026, 05:55 PM UTC
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.
- postmortem Aug 21, 2026, 10:35 PM UTC
## **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.
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