PaperCut Outage History

Started Jun 12, 2025, 06:55 PM UTC· resolved Jun 12, 2025, 11:32 PM UTC

1. investigating Jun 12, 2025, 06:55 PM UTC

   We are currently experiencing a disruption to several PaperCut cloud services due to an ongoing incident with our upstream cloud infrastructure provider. This incident is affecting core PaperCut services across multiple regions, including: - PaperCut Pocket & Hive - PaperCut Hive & MF – Scan to Cloud - Cloud-hosted Document Processing - PaperCut MF Entitlement Service - PaperCut Mobility Print (Cloud) - PaperCut Multiverse - PaperCut Partner Portal Our main PaperCut website remains available, though you may notice some degraded performance in certain areas. We understand the critical nature of these services for your business operations and are actively working with our cloud provider to resolve the issue as quickly as possible. We will continue to share updates here as soon as new information becomes available. We appreciate your patience and understanding as we work to restore full service.

2. investigating Jun 12, 2025, 06:59 PM UTC

   We are continuing to investigate this issue.

3. identified Jun 12, 2025, 08:11 PM UTC

   Our upstream cloud infrastructure provider has initiated mitigation efforts across multiple regions, resulting in positive progress toward service restoration. We are actively monitoring the situation as our cloud provider works to address the root cause of their ongoing incident. We understand the importance of these services to your operations and are committed to restoring full functionality as quickly as possible. Thank you for your continued trust and patience. Further updates will be shared as soon as more information becomes available.

4. identified Jun 12, 2025, 09:03 PM UTC

   Our upstream cloud infrastructure provider has implemented mitigation measures, resulting in encouraging progress toward full service restoration. The PaperCut team continues to actively monitor all systems to ensure stability and performance. We will provide further updates as more information becomes available. Thank you for your continued patience and understanding.

5. monitoring Jun 12, 2025, 09:54 PM UTC

   Our upstream cloud infrastructure provider has confirmed full recovery of most services, with a few services still experiencing residual impact. Most PaperCut services are now fully operational. The PaperCut team continues to actively monitor all systems to ensure stability and performance. Thank you for your continued patience and understanding.

6. resolved Jun 12, 2025, 11:32 PM UTC

   We’re pleased to report that all PaperCut cloud services are now fully operational. Our team continues to proactively monitor all systems to ensure ongoing stability and optimal performance. Thank you for your patience and continued trust in PaperCut as we worked through this disruption.

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Started May 07, 2025, 03:44 AM UTC· resolved May 07, 2025, 11:23 AM UTC

1. investigating May 07, 2025, 03:44 AM UTC

   We are currently investigating reports that logging into the EU data center Admin Interface is currently unavailable, and print release may be experiencing degraded performance. We believe EU Cloud Document Processing for both PaperCut MF and PaperCut Hive are also effected. Our automatic monitoring picked up an issue with the EU DC around 3:11am UTC. The Incident Team are actively investigating, and this status will be updated as soon as we have more information.

2. investigating May 07, 2025, 04:04 AM UTC

   We believe the issue appears to be with our upstream service provider, and we are working with them on a resolution

3. identified May 07, 2025, 04:08 AM UTC

   The issue has been identified

4. identified May 07, 2025, 04:15 AM UTC

   We are continuing to work on a fix for this issue.

5. identified May 07, 2025, 05:02 AM UTC

   We are continuing to work on a fix for this issue.

6. identified May 07, 2025, 07:04 AM UTC

   We are continuing to work with our Cloud Partner on a resolution.

7. monitoring May 07, 2025, 09:14 AM UTC

   Our Cloud partner confirmed the upstream infrastructure issues have been resolved, and all PaperCut services have resumed for the EU data center. If you're still seeing issues please contact us through https://www.papercut.com/support.

8. resolved May 07, 2025, 11:23 AM UTC

   We have confirmed that activities for PaperCut Hive & Pocket in the EU data center, and doc proc activities for PaperCut MF in the EU data center are all processing successfully. Our apologies for any downtime that you experienced as a result of this outage. We will be performing a full retro and incident analysis, as we do with all issues that impact our customers. If you experience other issues please report this via https://www.papercut.com/support/

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Started Apr 23, 2025, 03:39 AM UTC· resolved Apr 24, 2025, 03:50 AM UTC

1. investigating May 07, 2025, 02:56 AM UTC

   We're currently investigating an intermittent issue affecting PaperCut Hive's printing and scanning functionality for the AU data center only. The impacted features are: Integrated Scanning: Users may see errors such as “Failed to get scan destination URL” or “Something went wrong” when performing scan actions. This may affect all or any scan destinations. Print Job Release: Print jobs are being released, but the following error message is shown: “Something went wrong and the jobs weren't able to be printed: Error 502”. We’re actively working with our data center providers to resolve the issues and will provide updates as they become available.

2. investigating May 07, 2025, 02:57 AM UTC

   Our cloud service provider has identified an issue in their services that is affecting PaperCut Hive and PaperCut Pocket services, with the help of PaperCut engineers. PaperCut engineers will attempt to mitigate the issue while our cloud service provider resolves the issue on their end.

3. monitoring May 07, 2025, 02:58 AM UTC

   Our Cloud Service Provider has performed mitigations to provide a partial resolution, resulting in stability. We are awaiting a permanent fix and will continue to monitor the situation. Should you experience any latency or loss of functionality, please report this via https://www.papercut.com/support/

4. monitoring May 07, 2025, 02:59 AM UTC

   Our cloud provider has resolved the platform issue, and full functionality has now been restored.

5. resolved May 07, 2025, 03:00 AM UTC

   This incident has been resolved.

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Started Apr 16, 2025, 02:29 PM UTC· resolved Apr 17, 2025, 02:23 AM UTC

1. investigating May 07, 2025, 03:09 AM UTC

   We are currently investigating reports of issues affecting HP devices related to the PaperCut Hive embedded application. The resulting performance degradation includes, but is not limited to: - Delays during login at the MFD - Timeouts during Quick Scanning - Errors encountered when installing the Hive embedded application HP is the only affected device platform at this time. We will provide updates as they become available.

2. resolved May 07, 2025, 03:10 AM UTC

   We’ve identified that the issue affecting HP devices was introduced during a service deployment pushed to production at 06:00 UTC on 16 April 2025. Affected behavior was observed from 14:30 UTC to 18:00 UTC across all data centers, after which the deployment was rolled back. We’ve confirmed that full functionality was restored across all data centers following the rollback and have been actively monitoring throughout the day. No further issues have been observed. This deployment was part of ongoing efforts to enhance the robustness and scalability of our printer application infrastructure.

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Started Apr 16, 2025, 03:30 AM UTC· resolved Apr 16, 2025, 04:30 AM UTC

1. resolved Apr 16, 2025, 05:16 AM UTC

   Our automated reporting caught an incident at 13:30AEST where edge nodes in the US data center were not reporting their statuses to the cloud. The incident was resolved at 14:30AEST. We do not believe service was impacted during this period.

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Started Apr 09, 2025, 02:12 PM UTC· resolved Apr 09, 2025, 04:00 PM UTC

1. investigating Apr 09, 2025, 02:12 PM UTC

   We are currently investigating this issue.

2. identified Apr 09, 2025, 04:27 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Apr 09, 2025, 04:36 PM UTC

   The incident has been resolved. Users should be able to release the jobs and see their printers.

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Started Apr 01, 2025, 01:00 AM UTC· resolved Apr 03, 2025, 04:03 AM UTC

1. investigating Apr 02, 2025, 10:41 PM UTC

   We have identified an issue with our beta feature, Pull Delivery for Lexmark and Kyocera. When print jobs are released via either "Printer Pulls job from cloud" or "Printer Pulls job from local client" the job will not release to the printer. We are actively working on a fix, thank you for your patience.

2. resolved Apr 03, 2025, 04:03 AM UTC

   We have pushed a fix in the Cloud and this is now resolved. Thank you for your patience.

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Started Mar 23, 2025, 11:17 PM UTC· resolved Mar 24, 2025, 05:07 AM UTC

1. investigating Mar 23, 2025, 11:17 PM UTC

   The PaperCut Partner Portal is currently experiencing intermittent issues which may impact access and reliability. Our team is actively investigating the cause and working to restore full service as quickly as possible. We appreciate your patience.

2. monitoring Mar 23, 2025, 11:50 PM UTC

   The PaperCut Partner Portal is now stable and service has been restored. We are monitoring performance closely and working with our service provider to identify the root cause of the earlier intermittent issues. Thank you for your patience.

3. resolved Mar 24, 2025, 05:07 AM UTC

   This incident has been resolved.

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Started Mar 17, 2025, 01:02 PM UTC· resolved Mar 17, 2025, 03:47 PM UTC

1. investigating Mar 17, 2025, 01:02 PM UTC

   Our engineers are currently investigating an issue related to printing in PaperCut Hive and PaperCut Pocket.

2. resolved Mar 17, 2025, 03:47 PM UTC

   Our automated monitoring systems indicate that PaperCut Hive and PaperCut Pocket services have been restored. Our team will continue to monitor the situation closely. Summary: Early on 17 March 2025 we experienced a period of time where PaperCut Hive and Pocket services were unavailable to customers who connect to our US datacenter. The unavailability began at 8:10am ET and was resolved at 10:30am ET. This disruption impacted usage only for customers who connect to the US datacenter, no other customers who connect to other regional datacenters were impacted. The event was caused by a combination of factors including a unique pattern of printer connection activity. We deeply apologize for the impact that your customers may have experienced. PaperCut engineering teams have mitigated the service disruption and are actively working to fully understand the contributing factors and update software and services to avoid any similar events in the future.

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Started Feb 04, 2025, 01:00 AM UTC· resolved Feb 06, 2025, 01:00 AM UTC

1. resolved Feb 25, 2025, 04:06 AM UTC

   Some print jobs replicated to the cloud node were taking longer than expected to process - Up to 2 minutes. This meant if jobs were released before the job was processed in the cloud AND the cloud node was required for successful job replication, then the job may fail. Our automated logging caught the problem and the cause was traced to a memory issue in the cloud node, causing it to restart, which has now been addressed. The issue is now resolved. The issue only occurred at peak times, and only effected small amounts of jobs.

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Started Jan 24, 2025, 01:23 AM UTC· resolved Jan 24, 2025, 03:04 AM UTC

1. identified Jan 24, 2025, 01:23 AM UTC

   We have identified an issue with the Fujifilm embedded device backend. Any scan actions that have prompts for more information will be unable to start. This includes editable fields such as recipient, email subject etc. We are in the process of releasing a fix in the coming hours. Devices will update automatically, no action required.

2. resolved Jan 24, 2025, 03:04 AM UTC

   The backend change has been deployed to all data centers.

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Started Jan 21, 2025, 02:40 PM UTC· resolved Jan 22, 2025, 02:41 AM UTC

1. investigating Jan 21, 2025, 02:40 PM UTC

   We're currently looking into issues where users logging into hive.papercut.com are unable to log in if their data center is hosted in a non-US region. The error message displayed is "Your account does not have access to this organization." Currently logging in directly to your *regional* data center login page is working successfully - e.g. a user in the UK data center can successfully log in through uk.hive.papercut.com, an EU user through eu.hive.papercut.com and an AU user through au.hive.papercut.com. All other functionality (printing and device access) is not impacted by this issue.

2. resolved Jan 22, 2025, 02:41 AM UTC

   This issue is now resolved. You can now login to any data center via the global login.papercut.com URL, and product specific URLs such as hive.papercut.com.

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Started Jan 08, 2025, 03:30 PM UTC· resolved Jan 08, 2025, 03:30 PM UTC

1. resolved Jan 08, 2025, 04:43 PM UTC

   On January 8th we began receiving reports that customers were unable to login to the Hive admin portal as well as the panel of their MFDs as well as configured scan actions failing to complete. Our Product Engineering team quickly identified the root cause of these failures and successfully restored functionality mitigating these login failures. The situation was monitored for a short period of time to confirm that the issue had indeed been mitigated by our Product Engineering Team. We've yet to receive any new reports on these issues and subsequently resolved this incident. Apologies for the downtime that was caused as a result of this outage.

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Started Nov 27, 2024, 04:33 PM UTC· resolved Nov 27, 2024, 05:08 PM UTC

1. investigating Nov 27, 2024, 04:33 PM UTC

   We are currently investigating this issue.

2. resolved Nov 27, 2024, 05:08 PM UTC

   Identified the issue and fixed in EU/US region. Error rates have fallen off.

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Started Nov 06, 2024, 05:40 AM UTC· resolved Nov 06, 2024, 07:00 AM UTC

1. investigating Nov 06, 2024, 05:40 AM UTC

   Multiple users in AU organizations are experiencing issues with the Easy Print & Scan feature in PaperCut Hive, which fails to load. Approximately five customer reports have been received thus far, and internal tests confirm that the feature is also inaccessible within our Australian org. Additionally, scanning functionality in the Australian environment appears to be experiencing issues, as some scans are sometimes successful.

2. resolved Nov 08, 2024, 01:01 AM UTC

   This issue has now been resolved.

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Started Oct 31, 2024, 06:28 AM UTC· resolved Nov 08, 2024, 12:08 AM UTC

1. identified Oct 31, 2024, 06:28 AM UTC

   On the 31st October we disabled the ability to delete Print Delivery Profiles due to a bug that has impacted around 30 customers. The symptom of this bug is that all printer details within Hive are lost, such as IP, Mac address, serial number etc. If you believe you have experienced this issue, please keep an eye on the known issue (https://www.papercut.com/support/known-issues?id=CORE-642#hive) and this status incident for updates. Once the issue is resolved, we will re-add the ability to delete Print Delivery Profiles. Apologies for any issues this has caused.

2. monitoring Nov 06, 2024, 05:43 AM UTC

   We have made significant progress in restoring printer data affected by the Print Delivery Profile deletion bug across multiple regions. Details: Restoration Complete: Printer data in the AU, EU, and UK regions has been fully restored. Customers in these regions should now see their printer details back to normal. US Genesis Region: Data restoration for the US Genesis region is still in progress with 20% done. Next Steps: 1. Monitoring: We will continue monitoring these regions to ensure data integrity. If any new issues arise, please report them so we can address them promptly. 2. Re-enable deletion of Print Profiles: With the issue being fixed, we will look to re-enable deletion functionality.

3. resolved Nov 08, 2024, 12:08 AM UTC

   We have now restored the ability to delete Print Profiles, following the successful implementation of a fix.

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