BarTender Cloud experienced a major incident on February 25, 2026 affecting AM1 - Print Console, lasting 5h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 25, 2026, 04:04 PM UTC
We’re seeing printing performance via Print Portal impacted again. The team is actively working to contain the issue and restore normal operation. We’ll provide another update as soon as we have more information.
- investigating Feb 25, 2026, 05:17 PM UTC
Printing via the Print Portal and API is currently impacted. Our team is working to contain the issue and restore normal operations. We’ll share another update as soon as possible.
- investigating Feb 25, 2026, 06:19 PM UTC
The team is continuing to investigate the issue. Printing may be experiencing delays at this time.
- investigating Feb 25, 2026, 07:18 PM UTC
Printing via the API is back to normal. The team is continuing to closely monitor the Print Portal to ensure stability and address any issues.
- monitoring Feb 25, 2026, 08:21 PM UTC
The Print Portal is back to normal, and we’re no longer seeing delays. We’ll continue monitoring closely.
- resolved Feb 25, 2026, 09:21 PM UTC
This incident has been resolved.
- postmortem Mar 02, 2026, 08:35 PM UTC
### **Root Cause Analysis \(RCA\): BTC - AM1 - Printing Issues** **Environment:** AM1 **Component:** Print Console **Incident Windows \(PST\):** * **Feb 23:** 8:20 – 8:49 and 10:11 – 12:11 * **Feb 24:** 7:30 – 14:10 * **Feb 25:** 8:00 – 12:20 #### **Customer Impact** Some users experienced errors when accessing the **Print Portal \(UI\)**. In some cases, the UI loaded intermittently, but could take up to ~2 minutes. On **Feb 25**, **Printing via API** was also impacted. #### **Root Cause** The instability was caused by a defect introduced in the **12.0 release**. The issue only surfaced under higher load conditions, which made it difficult to initially reproduce. Under specific circumstances, invalid **PrintGateway** connections \(outdated connections with expired subscriptions\) triggered retry mechanisms that created resource pressure. This impacted internal endpoints related to **portal navigation** and **print rendering**, resulting in degraded performance. #### **Resolution & Prevention** * The logic introduced in 12.0 was rolled back, fully isolating the issue. * Additional load validation tests have been added to our release process to ensure similar behaviors are detected earlier in future deployments. We apologize for any inconvenience this may have caused and appreciate your understanding.