Templafy incident
Service Degradation: Dynamic Slide Insertion Issues in PowerPoint in West Europe (Production 0)
Templafy experienced a major incident on April 7, 2025 affecting Library & Dynamics, lasting 6h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 07, 2025, 11:42 AM UTC
We have identified an issue in the Dynamic slide insertion that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.
- monitoring Apr 07, 2025, 12:26 PM UTC
The engineering team has deployed a fix and confirmed that the issue, which impacted only a subset of customers in West Europe (Production0), has been successfully mitigated. We are actively monitoring the situation to ensure ongoing stability and performance and are closely observing the systems to prevent any further disruptions.
- resolved Apr 07, 2025, 06:30 PM UTC
The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers.
- postmortem Apr 08, 2025, 08:58 AM UTC
Incident Initiation At 10:22 AM CET on April 4, 2025, an issue was identified affecting the dynamic slide insertion feature in PowerPoint. Certain dynamic assets could not be inserted into documents, obstructing users in their daily work. The issue was officially detected at 3:00 PM CET. It was determined that the problem impacted a subset of customers within the West Europe \(Production 0\) environment. Investigation On April 7, 2025, at 11:11 AM CET, engineers began investigating the incident. The initial focus was to assess whether other production clusters were impacted. By 12:02 PM CET, engineers confirmed that the issue was limited to the West Europe \(Production 0\) environment. Investigation identified that allowing users to access the preview page by passing the asset ID in the URL inadvertently caused some dynamic assets to fail to be inserted into documents. Mitigation and Resolution As a mitigation effort, engineers reverted the behavior that allowed accessing the preview page by passing the asset ID in the URL. The change was deployed to the QA environment at 12:13 PM CET. Following successful validation, the fix was deployed to the West Europe \(Production 0\) environment at 12:22 PM CET, restoring dynamic slide insertion functionality. Impact and Scope Scope: The incident was limited to a subset of customers on West Europe \(Production 0\) cluster who were using the dynamic slide insertion feature in PowerPoint. User Experience: Users were unable to insert dynamic slides into documents, impacting their daily workflows. Post-Incident Actions To prevent similar incidents in the future, the engineering team will enhance validation procedures for URL-based asset access features and improve regression testing coverage for dynamic asset insertion functionalities.