Desktop clients are failing when checking for updates

Update timeline

1. investigating Nov 06, 2025, 11:10 AM UTC

   We are currently investigating this issue.

2. investigating Nov 06, 2025, 12:09 PM UTC

   We are continuing to investigate this issue.

3. identified Nov 06, 2025, 12:54 PM UTC

   We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.

4. monitoring Nov 06, 2025, 01:26 PM UTC

   The incident has been successfully mitigated, and our team is actively monitoring the situation to ensure ongoing stability and performance. We are observing the systems to prevent any further disruptions.

5. resolved Nov 06, 2025, 02:47 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.

6. postmortem Nov 10, 2025, 02:25 PM UTC

   **Investigation** The incident was **first reported at 1:14 AM CET on November 5, 2025**, when a customer noticed that some users experienced failed package updates through Templafy Desktop. The incident was formally **created at 11:59 AM CET on November 6, 2025**, and the engineering team immediately initiated an investigation. Initial findings pointed to a recent release — Templafy Desktop Client version 3.11.0, which had been **promoted to the Stable track on Tuesday, November 4, 2025**. The investigation revealed that this version introduced an issue where the Templafy Desktop update process was always opening update package related files with read and write access while they were read-only, resulting in the update failing. **Mitigation** To limit user disruption, the engineering team promptly reverted all affected customers to the previous Stable version of the Templafy Desktop Client. This rollback restored update functionality. Validation was performed in collaboration with affected customers to confirm that package updates completed successfully after the reversion. **Resolution** Following the rollback, the issue was fully mitigated. Impacted users regained full access to Templafy packages once the Templafy Desktop daily automatic update occurred, or sooner if users performed a manual update. No further issues were detected after the rollback was completed. **Post-Incident Actions** To prevent similar regressions in future releases, the following measures will be implemented: • Add an alert mechanism for detecting Templafy Desktop client trace errors during the update process. • Investigate options for introducing a code security warning that flags improper permission access to file resources across all Desktop projects. **Impact and Scope** This incident affected users without write permissions running Templafy Desktop Client version 3.11.0 **promoted to the Stable channel on November 4, 2025**. The issue caused update failures when accessing Templafy-installed packages. All impacted users were restored to normal functionality after reverting to the prior Stable version. We sincerely apologize for the inconvenience caused by this issue. Maintaining a reliable and seamless user experience remains our highest priority. We are taking immediate steps to strengthen our validation processes and ensure continued service stability and security.