BarTender Cloud experienced a minor incident on February 24, 2026 affecting AM1 - Print Console, lasting 7h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 24, 2026, 03:30 PM UTC
We’re investigating an issue causing slowness when loading images in the Print Portal. We’ll share updates as soon as we have more information.
- investigating Feb 24, 2026, 04:35 PM UTC
We’re continuing to investigate the issue and will provide an update as soon as we have more information.
- investigating Feb 24, 2026, 05:10 PM UTC
We’re continuing to investigate the issue. While it is currently causing slowness when loading images in the Print Portal, it may also impact printing from the UI.
- identified Feb 24, 2026, 06:10 PM UTC
The issue has been identified and a fix is being implemented.
- identified Feb 24, 2026, 07:15 PM UTC
We are continuing to work on a fix for this issue.
- identified Feb 24, 2026, 08:22 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Feb 24, 2026, 10:18 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 24, 2026, 11:17 PM UTC
This incident has been resolved.
- postmortem Mar 02, 2026, 08:38 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 Under specific circumstances, invalid **PrintGateway** connections \(outdated connections with expired subscriptions\) triggered retry mechanisms that created resource pressure.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.