Templafy incident
Service degradation: Error creating documents with AI in West Europe (Production 0)
Templafy experienced a major incident on October 20, 2025 affecting Library & Dynamics, lasting 2h 57m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 10:25 AM UTC
We have identified an issue that affects a subset of customers and are working towards a resolution. Users may experience issues when creating AI-connected documents. Further updates will be posted here soon.
- resolved Oct 20, 2025, 10:27 AM 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 Oct 23, 2025, 11:05 AM UTC
**Investigation** The issue began at **8:00 AM CET on October 20, 2025**, when users experienced errors while creating documents across **West Europe \(Production 0\)** in the Hive environment. It was detected at **8:56 AM CET**, prompting an immediate investigation by the engineering team. Initial observations suggested that the problem originated when document generation was failing due to an authentication issue with the Azure OpenAI integration. Further review of recent changes revealed that the issue was caused by introducing a new dependency which had incorrect authentication configuration set up. **Mitigation** At 9:33 AM CET, the engineering team began implementing a mitigation plan to fix the configuration issue for the new dependency. The fix involved aligning the authentication configuration of the new service. **Resolution** At **12:57 PM CET**, the fix was deployed across **West Europe \(Production 0\)** in the Hive environment. The authentication alignment successfully restored document generation capabilities for affected users. Post-deployment monitoring confirmed service stability, and no further issues were observed. **Post-Incident Actions** To prevent similar issues from recurring, we’re implementing a smoke test for document generation to detect authentication discrepancies early. **Impact and Scope** This incident affected users creating documents across **West Europe \(Production 0\)** in the Hive environment. All other platform functionalities remained stable throughout the event, and no data loss occurred. We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and consistent customer experience remains our highest priority. We are taking the outlined steps to strengthen testing and validation processes and to prevent similar issues in the future.