PDF-Generator API incident

Document Generation Downtime in Enterprise Deployment (EU)

Major Resolved View vendor source →

PDF-Generator API experienced a major incident on December 18, 2024 affecting Document Generation Service and Customer Portal and 1 more component, lasting 42m. The incident has been resolved; the full update timeline is below.

Started
Dec 18, 2024, 08:34 AM UTC
Resolved
Dec 18, 2024, 09:16 AM UTC
Duration
42m
Detected by Pingoru
Dec 18, 2024, 08:34 AM UTC

Affected components

Document Generation ServiceCustomer PortalEditor Service

Update timeline

  1. identified Dec 18, 2024, 08:34 AM UTC

    A configuration issues caused downtime in Enterprise Deployment EU. We have found the root cause and are updating the deployment configuration.

  2. monitoring Dec 18, 2024, 08:40 AM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Dec 18, 2024, 09:16 AM UTC

    The issue affected Enterprise EU customers using API v4 for document generation. The problem was caused by the misconfiguration of the Generator API endpoints required by the latest release updates to generation logic. We are looking into how we can improve the configuration management to mitigate risks in the future.