BarTender Cloud experienced a minor incident on September 17, 2025 affecting AM1 - Print Console and AM1 - Print Engine Services, lasting 2h 27m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 17, 2025, 11:22 PM UTC
We are experiencing an error in the Print Console component, which may prevent printer lists from populating correctly for some users. Our team is actively investigating.
- investigating Sep 18, 2025, 12:20 AM UTC
We are continuing to investigate this issue.
- identified Sep 18, 2025, 12:44 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 18, 2025, 01:26 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 18, 2025, 01:49 AM UTC
The issue has been fully resolved, and all services are operating normally. We have verified system performance and no further impact is expected.
- postmortem Sep 22, 2025, 06:18 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.