Service degradation - Missing slide previews in Templafy One

Update timeline

1. investigating Aug 28, 2025, 08:07 AM UTC

   We are currently investigating this issue.

2. identified Aug 28, 2025, 08:11 AM 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.

3. monitoring Aug 28, 2025, 08:15 AM 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.

4. resolved Aug 28, 2025, 08:21 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.

5. postmortem Aug 29, 2025, 09:40 AM UTC

   **Investigation** The incident began on August 27, 2025, at 2:27 AM CET, when the system stopped generating slide previews in Templafy One. The issue was detected on August 28, 2025, at 8:33 AM CET after reports from multiple tenants indicated that slide previews were missing. The engineering team initiated the investigation on August 28, 2025, at 10:03 AM CET. Initial analysis revealed that the Office preview queue had reached full capacity, preventing new preview requests from being processed. **Mitigation** To restore functionality, the engineering team increased the maximum size of the Office preview queue to 5GB. This provided additional capacity for processing new messages while ensuring that pending requests were not blocked. **Resolution** By expanding the queue capacity, the affected functionality was restored, and tenants were once again able to generate slide previews without disruption. Normal operations resumed shortly after the mitigation was applied. **Post-Incident Actions** The engineering team has created follow-up work items to: * Investigate why the preview queue accumulated such a large volume of unprocessed messages in a short timeframe. * Implement improvements that prevent the queue from reaching capacity again. These tasks are currently tracked and prioritized to make sure the issue is fully addressed. **Impact and Scope** This incident affected slide preview generation in Templafy One for multiple tenants. During the disruption, admins were unable to generate previews for new slides, impacting who rely on this feature. We sincerely apologize for the disruption caused by this incident. Ensuring a reliable and seamless experience remains our highest priority, and we are taking immediate steps to strengthen our monitoring and queue management processes to prevent similar issues in the future