Person Centred Software experienced a major incident on July 23, 2026 affecting CAPA, lasting 4d 10h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jul 23, 2026, 03:00 AM UTC
An issue has been identified where CAPA Label Printing is not currently working, please accept our apologies, our Development team are working to resolve this issue.
- identified Jul 23, 2026, 06:53 AM UTC
We are continuing to work on a fix for this issue.
- identified Jul 23, 2026, 08:16 AM UTC
We are continuing to work on the issues with CAPA label printing. We sincerely apologise for the disruption to this crucial service and thank you for your continued patience and understanding.
- identified Jul 23, 2026, 09:45 AM UTC
Label printing is still unavailable for pharmacy customers via CAPA. Our engineering team continue to work on this issue as a priority. We apologise for the continued disruption to the service, and thank you for your patience.
- identified Jul 23, 2026, 12:24 PM UTC
Our engineering teams are continuing to work on a fix for this issue. Thank you for your continued patience whilst we work to restore service.
- identified Jul 23, 2026, 04:07 PM UTC
End of Day Update: Work continues to resolve the issue with label printing in CAPA. Our engineering team has made progress, and will continue the work to resolve as the top priority. If you are affected by this issue, please contact Support who can provide assistance, or if you use Atlas Central, please see the News section in the Support widget for guidance on how to proceed. Thank you for your ongoing patience and understanding.
- monitoring Jul 24, 2026, 01:55 PM UTC
A Fix has been test and implemented, Printing though CAPA is now working, you will need to log out of your CAPA session and log back in for this fix to apply to your CAPA session
- monitoring Jul 24, 2026, 01:56 PM UTC
A fix has been implemented to resolve the issue with printing labels from CAPA. Pharmacy customers will need to completely log out of CAPA and log back in to apply the fix. We are continuing to monitor the system to ensure stability. Thank you for your continued patience whilst we have been working to resolve this complex issue.
- resolved Jul 27, 2026, 01:03 PM UTC
This incident has been resolved.
- postmortem Aug 05, 2026, 02:10 PM UTC
# Capa Label Printing Failure Following Scheduled SQL Infrastructure Migration **Summary** Scheduled maintenance was carried out on the night of Wednesday 22nd July 2026 to move the SQL database onto new infrastructure. During the final validation checks of that migration, at approximately 01:00, label printing in Capa was found to be failing. The rest of the Capa application was unaffected and continued to operate normally; the impact was limited to the printing of labels. By the time the fault was identified, all other atlas systems had already been enabled and had begun receiving new data into the new cluster, which meant the migration was past the point at which a rollback could safely be performed. The team continued to work on the issue until a resolution was found and applied. Communications were issued to affected customers with guidance on managing dispensing without label printing while a fix was developed. The fix was deployed on the afternoon of Friday 24th July 2026, restoring label printing. **Root Cause** Capa label printing is delivered by a subsystem that is technically separate from the main Capa application. It connects to the database independently of the main application using OS provided components. Following the move of the database onto the new SQL infrastructure, the data access components available on the Capa servers were unable to establish a working connection with the new environment. The main Capa application, which uses a different connection path, was unaffected - which is why Capa itself appeared healthy while label printing failed. The fault could not have been detected in pre-migration testing because it was not possible to build an exact like-for-like test environment, and in the test environment that was used for pre-migration validation printing was working. **Resolution** Resolution first required being able to reproduce the failure in the test environment to provide a safe environment to allow the testing of potential fixes, all potential fixes identified carried a risk of impacting the live systems negatively as such a safe test environment was a requirement in order to proceed without putting the ability to dispense at risk. The fault was reproduced and a resolution was identified: configuring the OS platform to use a newer version of the data access library for its SQL communication via a registry redirect, this was tested and validated before the fix was then deployed to all servers on the afternoon of Friday 24th July 2026 and label printing was restored. **Timeline of Events** | **Date** | **Event Description** | | --- | --- | | **22nd July 2026, 23:00** | Scheduled maintenance began to move the SQL database onto new infrastructure. | | **23rd July 2026, 01:00** | During the final validation checks of the migration, label printing in Capa identified as failing. The system had already been enabled and was receiving new data, so rollback was no longer possible. | | **23rd July 2026** | Communications issued to affected customers with guidance on managing dispensing without label printing. Investigation resumed alongside a separate incident affecting device synchronisation. | | **23rd July 2026** | The fault was successfully reproduced in a test environment allowing for fixes to be tested without risking the live environment. | | **24th July 2026, 14:00** | Fix deployed, configuring the legacy platform to use a newer data access library for SQL communication. Label printing restored. | We apologise for the disruption this caused and thank you for your patience and collaboration while we investigated and resolved the issue.