Templafy incident
Service degradation - Image Preview Unavailable During Upload
Templafy experienced a major incident on June 17, 2025 affecting Library & Dynamics, lasting 1h 2m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 17, 2025, 08:27 AM UTC
We are currently investigating this issue.
- identified Jun 17, 2025, 08:35 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.
- resolved Jun 17, 2025, 09:29 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 Jun 19, 2025, 01:49 PM UTC
**Investigation** The incident began affecting all production environments on June 16, 2025, at 7:50 AM CET and was detected on June 17, 2025, at 9:58 AM CET, following user reports of missing image previews. The engineering team initiated their investigation at 10:12 AM CET on June 17, 2025, and quickly identified that a recently added check was inadvertently skipping the creation of image previews for the image asset type. **Mitigation** At 11:26 AM CET on June 17, 2025, the engineering team began implementing a mitigation by removing the check, ensuring that image previews would always be generated for the affected asset type. **Resolution** By 12:11 PM CET on June 17, 2025, the fix had been successfully deployed across all production environments. Following the deployment, the engineering team closely monitored the systems to ensure image preview generation was fully restored and functioning as expected. **Post-Incident Actions** To prevent recurrence, end-to-end tests will be extended to cover preview generation for all asset types, not just presentations. The engineering team is also reviewing test procedures to ensure that future changes affecting core user functionality are properly validated before release. **Impact and Scope** The incident affected the image preview generation feature for tenants in production environments as follows: Incident started on June 13, 2025, at 8:49 AM CET All other production environments were impacted starting June 16, 2025, at 7:50 AM CET The issue affected a subset of users and administrators who relied on image previews across these environments. Regular functionality was restored for all tenants following the resolution.