BarTender Cloud experienced a minor incident on September 18, 2025 affecting AM1 - Print Console and AM1 - Integration Services, lasting 46m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 18, 2025, 05:51 PM UTC
We are currently experiencing connectivity issues affecting the API and Portal in the AM1 environment. Our team has identified the root cause and is in the process of implementing a fix. We will provide updates as the situation progresses.
- resolved Sep 18, 2025, 06:38 PM UTC
This incident has been resolved.
- postmortem Sep 22, 2025, 06:21 PM UTC
**AM1 – Printer List Not Populating** **Environment:** AM1 **Dates:** * September 17, 2025 — 16:22 PDT to 18:49 PDT * September 18, 2025 — 10:51 PDT to 11:38 PDT **Summary** Some customers in the AM1 region were unable to see their printer lists due to intermittent service interruptions. The issue was fully resolved and services are now operating normally. **Root Cause** The disruption was caused by an unexpected surge in connection requests that exceeded the system’s handling capacity. This led to instability in the Printer List functionality, preventing it from displaying correctly for some customers. **Resolution** Our team initially attempted several recovery actions that unfortunately prolonged the instability. Once the underlying issue was identified, we stabilized the service and implemented structural improvements to prevent recurrence: * Separated service functions into two independent components, allowing them to scale and recover more effectively. **Corrective / Preventive Actions** To ensure reliability moving forward, we: * Redesigning the connection-handling mechanism to improve stability under high demand. * Delivering a refactored connection model in upcoming releases to reduce the risk of recurrence. We sincerely apologize for the inconvenience caused and appreciate your patience while we worked to restore full functionality.