BarTender Cloud experienced a major incident on April 21, 2026 affecting EU1 - Print Engine Services, lasting 55m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 21, 2026, 09:27 AM UTC
We have identified the cause of an issue causing printing problems through the API and Print Portal in the EU1 environment. A fix is being implemented by the team to restore service as quickly as possible.
- monitoring Apr 21, 2026, 10:01 AM UTC
A fix has been implemented, and the system is recovering gradually. We are monitoring closely as services continue to return to normal.
- resolved Apr 21, 2026, 10:15 AM UTC
Monitoring has confirmed all services are operating normally, and the issue has been fully resolved. Printing through both API and Print Portal is working as expected.
- postmortem Apr 21, 2026, 01:43 PM UTC
**INCIDENT RCA** **EU1 – Print Portal and API errors** Tue, April 21, 2026 **Time:** 00:50 to 3:01 PDT **Severity:** Partial Outage **Summary** On April 21, between 00:50 and 3:01 AM PDT, some users experienced issues when trying to print through the Print Portal and the API. **Root Cause** As part of our latest release \(v12.1\), we introduced a new internal component that helps manage communication with our print processing services. During the incident time, platform usage was higher than expected. Under this increased demand, the component reached its limit for handling multiple requests at once, which impacted our system ability to process print jobs. This issue was not immediately visible in our monitoring systems because the component continued to appear healthy and did not generate clear warning signals during testing or normal operation. **Corrective Actions** We implemented a fix by increasing the capacity of the affected component, allowing it to handle a significantly higher number of requests at the same time. After this change, the system returned to normal operation, and stability was restored. **Preventive Actions** To reduce the risk of similar issues in the future, we have: * Improved our capacity planning to better account for higher usage scenarios * Enhanced stress testing to simulate real-world demand more accurately * Added deeper monitoring to detect performance limits earlier These improvements will help ensure a more reliable experience as platform usage continues to grow.