BarTender Cloud incident

AM1 – Printers Not Listed / Print Page Not Loading

Major Resolved View vendor source →

BarTender Cloud experienced a major incident on July 21, 2025 affecting AM1 - Print Console, lasting 5h 28m. The incident has been resolved; the full update timeline is below.

Started
Jul 21, 2025, 03:00 PM UTC
Resolved
Jul 21, 2025, 08:28 PM UTC
Duration
5h 28m
Detected by Pingoru
Jul 21, 2025, 03:00 PM UTC

Affected components

AM1 - Print Console

Update timeline

  1. investigating Jul 21, 2025, 07:48 PM UTC

    We are currently investigating an issue affecting some customers in the AM1 region, where printers are not being listed in the user interface and print page is not loading correctly. This may cause temporary UI and navigation issues. Our team is actively working to identify the root cause and restore full functionality as soon as possible. We apologize for the inconvenience and appreciate your patience.

  2. investigating Jul 21, 2025, 08:01 PM UTC

    We are continuing to investigate this issue.

  3. resolved Jul 21, 2025, 08:28 PM UTC

    The issue causing printers not to appear in the UI for some customers in the AM1 region has been resolved. Navigation and printer listings are now working as expected. Thank you for your patience.

  4. postmortem Jul 24, 2025, 03:50 AM UTC

    **AM1 – Printers not listed / Print page not loading** **Date of Incident:** July 21, 8:00 to 13:28 PDT **Region:** AM1 **Status:** RESOLVED **Summary** On July 21 at 08:00 PDT, some users were unable to load labels or view available printers in the AM1 region. This impacted printing functionality temporarily. **What Happened** The problem was caused because a service responsible for managing printers \(printcontroller\) was unable to communicate with another internal system it depends on. As a result, the printer list and label options could not be loaded for users. **Resolution** Our team identified the affected service and restarted it by removing the faulty instance. A new, healthy version was deployed, and functionality was fully restored. **Next Steps** To prevent this from happening again, we will: * Update the service so it can automatically reconnect if a connection is lost. * Simplify the setup by removing the failing dependency. * Set up monitoring and alerts to detect similar issues early and ensure faster recovery.