BarTender Cloud experienced a minor incident on February 23, 2026 affecting AM1 - Print Console, lasting 5h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 23, 2026, 06:11 PM UTC
We are currently investigating an issue affecting printing for some customers. We’ll provide an update as soon as more information is available.
- investigating Feb 23, 2026, 07:10 PM UTC
Investigation is still in progress. We’re continuing to work toward resolution and will share another update as soon as we have more information.
- monitoring Feb 23, 2026, 08:11 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Feb 23, 2026, 09:14 PM UTC
We are continuing to monitor for any further issues.
- monitoring Feb 23, 2026, 10:13 PM UTC
We are continuing to monitor for any further issues.
- resolved Feb 23, 2026, 11:20 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 Under specific circumstances, invalid **PrintGateway** connections \(outdated connections with expired subscriptions\) triggered retry mechanisms that created resource pressure.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.