Singlewire Software incident

Visitor Aware - Desktop Print Helper automatic badge printing Impacted

Major Resolved View vendor source →

Singlewire Software experienced a major incident on September 17, 2025 affecting Visitor Aware, lasting 2h 23m. The incident has been resolved; the full update timeline is below.

Started
Sep 17, 2025, 02:33 PM UTC
Resolved
Sep 17, 2025, 04:57 PM UTC
Duration
2h 23m
Detected by Pingoru
Sep 17, 2025, 02:33 PM UTC

Affected components

Visitor Aware

Update timeline

  1. investigating Sep 17, 2025, 02:33 PM UTC

    Visitor Aware is currently experiencing an issue with badges not being automatically printed through the Desktop Print Helper app. This impacts version 2.1.3 of Print Helper and 12.2.6 of the web portal. The team is investigating the issue.

  2. investigating Sep 17, 2025, 04:56 PM UTC

    With the release of version 12.2.6 last night, an update to the format of our visitor and student badges caused an error with current and previous Desktop Print Helper Versions (2.1.3 and previous). This resulted in certain dashboard updates to fail, and caused badges to not print automatically when using Desktop Print Helper to process print jobs. This change has been reverted so that Desktop Print Helper continues to work with version 12.2.6. To address this, we will update the badge formatting fix so that it is compatible with previous Desktop Print Helper versions.

  3. resolved Sep 17, 2025, 04:57 PM UTC

    This incident has been resolved.