Draw - Unable to Create or Access Drawings

Update timeline

1. investigating Sep 30, 2026, 07:33 AM UTC

   We are currently investigating an issue affecting the Draw feature across the Canada Central, East US, and South Africa North regions. In some cases, users may be unable to create new drawings or access existing ones. Our team is actively engaged and investigating.

2. identified Sep 30, 2026, 08:17 AM UTC

   We have identified the cause of the issue affecting the Draw feature in the Canada Central, East US, and South Africa North regions. Our team is actively working to implement a fix and will provide a further update within the hour.

3. identified Sep 30, 2026, 09:22 AM UTC

   Efforts to deploy a fix for the issue affecting the Draw feature in the Canada Central, East US, and South Africa North regions continue. Further updates will be provided once the fix has been deployed.

4. identified Sep 30, 2026, 09:52 AM UTC

   The fix has been successfully deployed to the South Africa North region and service has been restored. Efforts to deploy the fix to the Canada Central and East US regions remain ongoing. Further updates will be provided as progress is made.

5. monitoring Sep 30, 2026, 10:48 AM UTC

   The fix has been successfully deployed across all affected regions. The Draw feature is now restored in Canada Central, East US, and South Africa North. We are continuing to monitor the situation and will confirm full resolution prior to incident closure.

6. resolved Sep 30, 2026, 02:11 PM UTC

   Following a period of stable running and monitoring, this incident is now resolved. The Draw feature has been confirmed as fully operational across all affected regions.

7. postmortem Oct 16, 2026, 04:41 PM UTC

   ## Incident Summary Between 29 and 30 September 2026, users in the Canada, United States East and South Africa regions were unable to create new drawings or open existing drawings in Draw, the diagramming capability within OrbusInfinity. The issue began following an update to the service that stores drawings, released at 16:57 UTC on 29 September 2026. It was first reported by a customer at 19:23 UTC on 29 September, and incident response started at 07:30 UTC on 30 September. The previous version of the service was restored, and Draw was available again in all affected regions by 10:43 UTC on 30 September. After a period of monitoring, the incident was resolved at 14:11 UTC. ## Impact Users in the Canada, United States East and South Africa regions could not use Draw for the duration of the incident. Other OrbusInfinity functionality was not affected, and no other regions were affected during this incident. ### Regions Affected * Canada * United States East * South Africa ### User Experience * Users were unable to create new drawings in Draw. * Users were unable to open existing drawings in Draw. ### Regional Recovery Timeline | **Region** | **Incident Start \(UTC\)** | **Full Recovery \(UTC\)** | | --- | --- | --- | | Canada | 29 Sep, 16:57 | 30 Sep, 10:43 | | United States East | 29 Sep, 16:57 | 30 Sep, 10:43 | | South Africa | 29 Sep, 16:58 | 30 Sep, 09:47 | ## Root Cause Analysis On 29 September 2026, an update was released to the service that stores and retrieves drawings in Draw. Following this update, a defect in how OrbusInfinity sends requests to the service caused requests to create or open drawings to fail in regions on the new hosting platform, where requests between services are routed differently. The service rejected these requests, so users could not create or open drawings. Canada, United States East and South Africa were already on the new hosting platform when the update was released, and all three were affected from that point. Regions on the existing hosting platform were not affected. ### Detection and Response Throughout the incident, the services involved continued to report a healthy status to automated monitoring. They remained up and available, but requests to create or open drawings were failing, so no automated alert was raised. The issue was first reported by a customer at 19:23 UTC on 29 September. After incident response started at 07:30 UTC on 30 September, the cause was identified at 07:57 UTC. ### Resolution The previous version of the service was restored in each affected region, and Draw was available again in all affected regions by 10:43 UTC. The affected regions were then monitored until the incident was resolved at 14:11 UTC. The following changes have been made to address this issue: * The defect has been corrected in OrbusInfinity. * The correction was validated on the new hosting platform, and the updated service was successfully re-released on 7 October 2026. The following further improvements are planned: * Test environment configuration is being updated to more closely match the production hosting infrastructure, so that issues of this type can be identified before release. * Monitoring for Draw is being extended to check that drawings can be created and opened, rather than relying only on the services reporting a healthy status.