Ricoh incident

[EU/AP/NA/CA] Partial Degraded Service - Permanent Fix Deployed, Monitoring

Major Resolved View vendor source →

Ricoh experienced a major incident on March 4, 2026 affecting Device Management UI (EU) and Device Management UI (AP) and 1 more component, lasting 97d 8h. The incident has been resolved; the full update timeline is below.

Started
Mar 04, 2026, 12:43 AM UTC
Resolved
Jun 09, 2026, 09:12 AM UTC
Duration
97d 8h
Detected by Pingoru
Mar 04, 2026, 12:43 AM UTC

Affected components

Device Management UI (EU)Device Management UI (AP)Device Management UI (NA)Device Management UI (CA)

Update timeline

  1. identified Mar 04, 2026, 12:43 AM UTC

    Incident Summary In some environments, devices may appear as “No response” in CloudStream DM even though they are powered on. When this occurs, configuration tasks may not run or may be delayed. This issue happens when the device operation panel enters sleep mode. Root Cause This issue is caused by a sleep mode handling defect in specific versions of the CloudStream DM Agent, which prevents proper communication between the device and CloudStream. Resolution • Affected versions: CloudStream DM Agent v1.8.0 and v1.8.2 • Fix: The issue will be resolved in CloudStream DM Agent v1.8.3 Updates will be provided on this status page as they become available.

  2. monitoring Mar 24, 2026, 12:07 PM UTC

    Service Status The fix for the issue where devices could appear as “No response” has been completed. This issue is resolved in CloudStream DM Agent v1.8.3.

  3. resolved Jun 09, 2026, 09:12 AM UTC

    The issue has been resolved with the deployment of CloudStream DM Agent v1.8.3. No recurrence of the “No response” issue has been observed, and all services are operating normally. Monitoring is complete, and the incident has been closed.