Templafy Outage History

Started Oct 20, 2025, 01:51 PM UTC· resolved Oct 21, 2025, 03:53 PM UTC

1. identified Oct 20, 2025, 01:51 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.

2. monitoring Oct 20, 2025, 03:08 PM UTC

   The issue was caused by a bug introduced in a recent Library App update, which temporarily allowed users to view Spaces within their tenant even if they were not members. The root cause has been identified, and the changes that introduced the bug have been rolled back. Access controls are now functioning as expected, and we are actively monitoring the system to ensure stability. Further information will be provided in a postmortem shortly.

3. resolved Oct 21, 2025, 03:53 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.

4. postmortem Oct 21, 2025, 03:54 PM UTC

   **Investigation** The incident began on October 17, 2025, at 8:02 AM CET in West Europe \(Production 0\) and on October 20, 2025, between 8:48 AM CET and 9:15 AM CET across Production 1–5 clusters. It was detected on October 20, 2025, at 1:44 PM CET, after reports indicated that users were able to access Spaces within their own environment without being members of those Spaces. The engineering team initiated the investigation at 3:34 PM CET on October 20, 2025. The root cause was traced to a recent change in the Library App that affected the authorization logic used when fetching Space data. ‌ **Mitigation** At 3:58 PM CET, the engineering team began implementing a fix. The first mitigation step involved rolling back the recent changes that introduced the authorization issue. This rollback effectively restored the correct filtering logic, ensuring users could only access Spaces to which they were authorized. ‌ **Resolution** By 4:29 PM CET on October 20, 2025, the rollback had been fully deployed across all production clusters. Following verification and monitoring, normal access restrictions were confirmed to be functioning correctly. The issue was considered resolved at this time. ‌ **Post-Incident Actions** To prevent similar issues from occurring, the following preventive measures are being implemented: * Expanding automated testing of the Library feature to ensure access controls work as intended. * Strengthening how internal APIs are protected by moving to a more restrictive allow-list model. * Providing additional security training for our engineering teams. * Improving our development environments to better detect access and permission issues before release. ‌ **Impact and Scope** This incident allowed existing platform users from within the same customer environment to view Spaces of which they weren’t members. The issue only affected customers with multiple Spaces. We have directly notified the small number of impacted customers. If you have not been contacted, no assets associated with your account were actively used during the incident window. While certain assets may have been visible to users within your own environment, there is no indication of any interaction, modification or misuse. It is important to note that the visibility issue is strictly confined to users within customers’ own environment — no users from other customers or external third parties had any access. The issue affected all production clusters: * West Europe \(Production 0\): October 17, 2025, 8:02 AM CET * West Europe \(Production 1\): October 20, 2025, 9:15 AM CET * East US \(Production 2\): October 20, 2025, 8:48 AM CET * Australia East \(Production 3\): October 20, 2025, 8:48 AM CET * Canada Central \(Production 4\): October 20, 2025, 8:48 AM CET * West Europe \(Production 5\): October 20, 2025, 9:15 AM CET ‌ All affected clusters were promptly rolled back following the detection of the issue.We sincerely apologize for the disruption caused by this security-related incident. Protecting our customers’ data and maintaining strict access control standards are our highest priorities. We are taking immediate and long-term actions to strengthen safeguards, improve internal validation and reinforce our commitment to delivering a secure and reliable service.

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Started Oct 20, 2025, 06:54 AM UTC· resolved Oct 20, 2025, 09:51 AM UTC

1. 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.

2. 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.

3. 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.

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Started Sep 24, 2025, 04:06 PM UTC· resolved Sep 24, 2025, 05:44 PM UTC

1. identified Sep 24, 2025, 04:06 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.

2. resolved Sep 24, 2025, 05:44 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.

3. postmortem Sep 29, 2025, 08:43 AM UTC

   **Investigation** The issue began on September 22, 2025, at 12:32 PM CET, when certain PowerPoint templates containing Templafy fields in layout parts failed during slide insertion. The incident was detected on September 24, 2025, at 5:56 PM CET, after engineering noticing an increase in exceptions related to creating presentations in the Hive environment. The engineering team immediately initiated an investigation. Analysis showed that recent code changes intended to simplify slide insertion logic had introduced an error affecting specific template configurations. The error occurred only when inserting slides containing Templafy fields within layout parts, leading to an exception during processing. **Mitigation** Once the root cause was understood, the engineering team worked on a fix to remove reliance on a caching mechanism that was triggering the exception. The fix was merged and first deployed to non-production environments for validation. At 7:23 PM CET on September 24, 2025, the fix was deployed to West Europe \(Production 0\) and verified shortly thereafter. By 7:40 PM CET, deployment was rolled out across additional production clusters. **Resolution** The resolution was achieved by introducing corrected logic for slide insertion that prevented the exception from being raised. The updated code restored normal functionality across affected environments. By September 24, 2025, at 7:40 PM CET, the deployment was complete in all production clusters. **Post-Incident Actions** The engineering team has taken the following steps to reduce the risk of similar issues in the future: * Evaluation of options to broaden automated test coverage to include a wider range of template configurations. * Consideration of maintaining code path divergence behind feature flags for longer periods to allow for additional testing before general release. * Continued focus on improving detection and logging to catch exceptions more quickly in production. **Impact and Scope** The incident affected a limited number of users working with specific PowerPoint templates that included Templafy fields in layout parts. * The issue first appeared in West Europe \(Production 0\) on September 22, 2025, at 12:32 PM CET, though no affected customers were identified in this cluster. * On September 23, 2025, the change was deployed to additional clusters, where users began experiencing failures. * The incident was resolved on September 24, 2025, by 7:40 PM CET, once the fix had been rolled out across all clusters.

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Started Aug 28, 2025, 08:07 AM UTC· resolved Aug 28, 2025, 08:21 AM UTC

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

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Started Jul 22, 2025, 09:35 AM UTC· resolved Jul 22, 2025, 02:31 PM UTC

1. identified Jul 22, 2025, 09:35 AM UTC

   We have identified an issue that affects a subset of customers and are working towards a resolution. After updating Office to version 16.99 on Mac, Templafy Web add-ins in Word, Excel, and PowerPoint are no longer accessible. Further updates will be posted here soon.

2. monitoring Jul 22, 2025, 11:29 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.

3. resolved Jul 22, 2025, 02:31 PM UTC

   Since this issue was caused by a recent Microsoft Office update, we have created a GitHub issue to bring it to Microsoft's attention. Until Microsoft addresses the problem, affected users can use the following workaround to fully resolve the Web Add-in loading issue: https://support.templafy.com/hc/en-us/articles/29028257609501-Templafy-Web-Add-ins-no-longer-accessible-on-Mac-after-Microsoft-Office-update-16-99 We apologize for the impact to affected customers.

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Started Jul 18, 2025, 08:33 AM UTC· resolved Jul 18, 2025, 09:32 AM UTC

1. investigating Jul 18, 2025, 08:33 AM UTC

   We are currently investigating this issue.

2. identified Jul 18, 2025, 08:43 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 Jul 18, 2025, 09:12 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 Jul 18, 2025, 09:32 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 Jul 22, 2025, 09:46 AM UTC

   **Investigation** On July 18, 2025, at 8:06 AM CET, an issue began affecting the AI Assistant system within the Hive environment. The problem was detected at 9:45 AM CET, when administrators reported that they could no longer access the prompt templates page in the Library app or manage these templates within the admin area. The engineering team confirmed that the incident was isolated to the West Europe \(Production 0\) cluster and by 10:45 AM CET, had identified that recent changes made during a migration to a new Azure AI Search service had resulted in certain configuration settings not being properly loaded, which prevented access to prompt templates for affected users. ‌ **Mitigation** At 11:17 AM CET, the engineering team released an update to ensure that the application could reliably access and handle configuration settings, even if some values were temporarily unavailable. Due to the rapid response and containment measures from the engineering team, the impact was limited solely to the West Europe \(Production 0\) cluster. No other environments or tenants were affected. ‌ **Resolution** By 11:17 AM CET on July 18, 2025, the changes had been applied, restoring access to the prompt templates page in the Library app and enabling administrators to manage templates in the admin area for all affected tenants in the West Europe \(Production 0\) cluster. The team closely monitored the system to confirm full restoration of normal functionality, and no further issues were reported. ‌ **Post-Incident Actions** To prevent similar incidents in the future, the following steps have been initiated: * Enhanced validation processes for configuration settings across all environments. * Implementation of comprehensive checks for configuration properties at every level. ‌ **Impact and Scope** This incident affected only tenants on the West Europe \(Production 0\) cluster, specifically preventing access to and management of prompt templates in the Library app and admin area. The rapid response ensured that the issue was detected and resolved before any other clusters or users were impacted. We sincerely apologize for the disruption caused by this incident. Maintaining a reliable and seamless experience for our customers is our highest priority, and we are taking immediate steps to further strengthen our processes and prevent similar issues in the future.

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Started Jul 17, 2025, 01:57 PM UTC· resolved Jul 17, 2025, 02:57 PM UTC

1. investigating Jul 17, 2025, 01:57 PM UTC

   We are currently investigating this issue.

2. identified Jul 17, 2025, 02:34 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.

3. monitoring Jul 17, 2025, 02:53 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.

4. resolved Jul 17, 2025, 02:57 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.

5. postmortem Jul 21, 2025, 10:58 AM UTC

   **Investigation** On July 17, 2025, at 1:25 PM CET, an issue was introduced in the web add-in's collapsible task pane. At 3:33 PM CET, the engineering team was alerted to an issue affecting the content library within the web add-in's collapsible task pane in Templafy Hive. Users across multiple tenants in West Europe \(Production 0\) reported difficulties accessing content, leading to disruption in daily workflows. Investigation efforts began promptly at 3:38 PM CET. By 4:29 PM CET, the team had confirmed that the incident was isolated to West Europe \(Production 0\) and traced the cause to recent changes in the system's routing, which inadvertently affected the loading of essential services such as library content, AI assistant, find templates, etc. in the collapsible task pane were not available. **Mitigation** As soon as the root cause was identified, the engineering team reverted the recent routing-related changes that had been deployed in the affected system at 4:53 PM CET. This rollback was performed immediately after the issue was diagnosed and was closely monitored to ensure the restoration of normal service. **Resolution** Following the rollback, functionality within the web add-in's content library was successfully restored for all impacted users in West Europe \(Production 0\). The engineering team continued to monitor system performance to confirm that no further issues persisted and resolved the incident at 4:57 PM CET. **Post-Incident Actions** To help prevent similar incidents in the future, the engineering team will: * Improve testing coverage for the Web Add-In both locally and within the testing environment * Implement additional automated tests targeting critical features such as the content library **Impact and Scope** This incident impacted multiple tenants served by the West Europe \(Production 0\) cluster, specifically users of the web add-in's content library in the Templafy Hive environment. The issue was isolated to this cluster and did not affect other environments or regions. We sincerely apologize for the disruption caused by this incident. Ensuring a reliable and seamless experience for our users remains our highest priority, and we are actively working to further strengthen our testing and deployment processes.

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Started Jul 03, 2025, 05:32 AM UTC· resolved Jul 03, 2025, 10:35 AM UTC

1. identified Jul 03, 2025, 05:32 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.

2. identified Jul 03, 2025, 07:44 AM UTC

   The engineering team has identified the root cause of the issue and is currently working on a fix.

3. monitoring Jul 03, 2025, 08:36 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 Jul 03, 2025, 10:35 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 Jul 07, 2025, 07:19 AM UTC

   **Investigation** An incident was triggered after several users of the VSTO add-in encountered a "You are offline" message in the taskpane. The engineering team started investigating the issue on July 3, 2025, at 7:36 AM CET.During the investigation, the team quickly narrowed down the problem to a recent code change affecting the online check API endpoints. By reviewing deployment logs and release timelines, engineers pinpointed the specific release where an unintended modification to API pathing was introduced. This change resulted in the add-in’s inability to verify online status for certain users. By 7:47 AM CET, the root cause had been confirmed. Testing of several fixes began immediately in preview and test environments to ensure a safe restoration of service. **Mitigation** At 10:21 AM CET on July 3, 2025, engineers initiated deployment of a fix by reverting the affected API endpoints to their previous state. The fix was first validated in non-production environments before being rolled out to production clusters. **Resolution** By 10:40 AM CET on July 3, 2025, the corrective change had been fully deployed to all clusters. The engineering team closely monitored the platform, confirming that the VSTO add-in returned to normal functionality and that users were no longer seeing the "You are offline" message. No further issues were observed. **Post-Incident Actions** To prevent similar incidents in the future, the engineering team has taken the following actions:Added a smoke test specifically for critical unauthenticated APIs, such as the online check API.Ongoing monitoring will continue, and additional reviews of deployment and release processes are being planned to strengthen safeguards around API changes. **Impact and Scope** This incident impacted users across multiple tenants in all production environments utilizing the VSTO add-in. However, the issue was limited to a subset of users. Most users were not affected, as a fallback mechanism intervened and bypassed the online check, allowing the taskpane to load successfully. Service was fully restored following the deployment of the corrective fix.

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Started Jun 17, 2025, 08:27 AM UTC· resolved Jun 17, 2025, 09:29 AM UTC

1. investigating Jun 17, 2025, 08:27 AM UTC

   We are currently investigating this issue.

2. 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.

3. 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.

4. 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.

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Started Jun 17, 2025, 07:13 AM UTC· resolved Jun 17, 2025, 08:35 AM UTC

1. identified Jun 17, 2025, 07:13 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.

2. identified Jun 17, 2025, 07:28 AM UTC

   We have identified the root cause of the issue and are working on the solution for the issue.

3. resolved Jun 17, 2025, 08:35 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.

4. postmortem Jun 19, 2025, 07:26 AM UTC

   **Investigation** The issue was detected at 4:00 PM CET on June 16, 2025, after users reported that signatures were no longer automatically inserted in Outlook Desktop Classic. The engineering team began the investigation on June 17, 2025, at 7:04 AM CET. Upon reviewing the pipeline configurations and deployment logs, the team quickly identified the discrepancy between the updated project name and the unchanged pipeline template as the root cause. The static build step had not executed, leading to a missing artifact in the final deployment. **Mitigation** At 7:23 AM CET on June 17, 2025, the engineering team initiated work on a fix by updating the pipeline template file to match the new project name and restoring the custom build step. Deployment of the fix to production began at 8:14 AM CET, starting with West Europe \(Production 0\). The fix was successfully deployed to Production 0 by 8:29 AM CET and was then rolled out to the remaining production clusters. **Resolution** By 8:29 AM CET on June 17, 2025, the fix had been successfully deployed to West Europe \(Production 0\) and was being propagated to all other production clusters. The static assets required for automatic signature insertion were restored, and the functionality in Outlook Desktop Classic returned to normal. **Post-Incident Actions** * Additional checks will be introduced to verify that all necessary components are correctly included before a release goes live. * We will improve our testing routines to better catch issues that could impact important features like automatic signature insertion. **Impact and Scope** The incident affected the automatic email signature insertion feature in Outlook Desktop Classic for tenants served by the following clusters: * West Europe \(Production 0\) – deployed on June 16, 2025, at 2:05 PM CET * All other production clusters – deployed on June 17, 2025, at 7:33 AM CET The issue impacted a subset of users depending on the Outlook Desktop Classic experience across these clusters We sincerely apologize for the disruption caused by this issue. Maintaining a reliable and seamless experience is our highest priority, and we are taking immediate steps to prevent such oversights in the future. We remain committed to delivering high-quality and dependable service.

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Started Jun 12, 2025, 08:48 AM UTC· resolved Jun 12, 2025, 10:18 AM UTC

1. investigating Jun 12, 2025, 08:48 AM UTC

   We are currently investigating this issue.

2. identified Jun 12, 2025, 09:00 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 Jun 12, 2025, 10:14 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 Jun 12, 2025, 10:18 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 Jun 16, 2025, 07:30 AM UTC

   **Incident Initiation** At 10:18 AM CET on June 12, 2025, we identified an issue that was preventing users from saving and sharing documents through the Library task-pane in both Office on-premises and online environments. **Investigation** Our investigation revealed that the issue stemmed from a change made in the Integration Management system. This update, intended to fix a separate issue in the Composer component, inadvertently impacted the Library task-pane. This change was rolled out by 08:09 AM on June 11, 2025 to all production clusters. **Mitigation and Resolution** To fix the issue, we adjusted the update to ensure it only applied to its intended target. The corrected version was tested and successfully deployed to all production environments at 12:13 PM CET on June 12, 2025. **Impact and Scope** Although the issue was reported by only one tenant, it had the potential to affect all users across all environments, making the impact significant. The issue has been fully resolved.

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Started Apr 21, 2025, 07:00 PM UTC· resolved Apr 22, 2025, 07:21 AM UTC

1. identified Apr 21, 2025, 07:00 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.

2. identified Apr 21, 2025, 07:25 PM UTC

   We have identified an issue that affects all Templafy One customers. The first investigation points to specific Azure Services being degraded and this is causing Templafy One to be down. We are working with Microsoft towards a resolution. Further updates will be posted here soon.

3. monitoring Apr 21, 2025, 09:07 PM UTC

   The incident has been successfully mitigated as a result of the Azure services coming back online, 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 Apr 22, 2025, 07:21 AM UTC

   The incident has been resolved, and all Azure services are now operating normally. A detailed postmortem will be shared shortly. We apologize for the disruption and appreciate your patience.

5. postmortem Apr 22, 2025, 08:29 AM UTC

   Incident Initiation At 8:29 PM CET on April 21, 2025, an issue was identified impacting availability of our Templafy One application hosted on Azure App Services in the North Europe region. The issue resulted in connectivity drops for end users, causing temporary disruptions in service. The incident was attributed to unplanned maintenance initiated by Azure without prior notice. Investigation Upon noticing the service disruptions, the engineering team began monitoring the application and associated Azure resources. Logs and metrics indicated availability drops aligning with the start time of the incident. Further investigation confirmed that the root cause was an unplanned hotfix applied by Azure App Services, as communicated in an official Microsoft Azure service notification \(Tracking ID 1VZN-PBG\). The maintenance activity began shortly after 7:00 PM CET on April 21, 2025 and was performed during non-business hours. Mitigation and Resolution No action was required from our side as the issue was caused by Azure infrastructure maintenance. The event concluded at 10:58 PM CET on April 21, 2025, with all services stabilizing post-maintenance. The application automatically recovered once the underlying Azure App Services instances resumed normal operation. Impact and Scope The incident was limited to Templafy One. User Experience: Users may have experienced temporary unavailability or connectivity interruptions during the maintenance window between 8:29 PM and 10:58 PM CET.

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Started Apr 07, 2025, 11:42 AM UTC· resolved Apr 07, 2025, 06:30 PM UTC

1. 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.

2. 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.

3. 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.

4. 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.

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Started Mar 31, 2025, 07:53 AM UTC· resolved Mar 31, 2025, 01:31 PM UTC

1. identified Mar 31, 2025, 07:53 AM UTC

   A limited number of customers in our West Europe (Production 0) cluster are experiencing issues where feature flags are not enabling the intended functionality. Further updates will be posted here soon.

2. monitoring Mar 31, 2025, 09:27 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.

3. resolved Mar 31, 2025, 01:31 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.

4. postmortem Apr 02, 2025, 11:52 AM UTC

   Incident Initiation At 9:26 AM CET on March 31, 2025, engineers detected an issue affecting global feature flag functionality. Certain features controlled by feature flags, such as the collapsible task pane, became temporarily unavailable for a small subset of users in West Europe \(Production 0\). Investigation Between 9:30 AM and 10:10 AM, engineers conducted an investigation to identify the root cause. It was determined that the newly deployed Foundation package version contained a bug that disrupted global feature flag functionality. The impact was confined to West Europe \(Production 0\) systems that had upgraded to this version. Mitigation and Resolution At 10:10 AM, engineers initiated mitigation efforts by rolling back the faulty Foundation package version to the previous stable release. This rollback was applied across all affected services. At 11:21 AM, the final fix was successfully deployed to production, restoring feature flag functionality. To prevent further impact, production releases were temporarily blocked until a full fix was delivered across all systems. Impact and Scope Scope: The incident was limited to a subset of customer on our West Europe \(Production 0\) cluster who were using certain feature flags. User Experience: Feature flag-controlled functionalities, including the collapsible task pane, were temporarily unavailable. Post-Incident Actions To prevent similar incidents in the future, the engineering team will review the Foundation package update process and strengthen automated testing for feature flag dependencies before deployment.

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Started Feb 19, 2025, 09:37 AM UTC· resolved Feb 19, 2025, 10:49 AM UTC

1. investigating Feb 19, 2025, 09:37 AM UTC

   We are currently investigating this issue.

2. identified Feb 19, 2025, 10:29 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. resolved Feb 19, 2025, 10:49 AM UTC

   Email signatures are not loading for users of `Old Outlook` Desktop version. The issue is happening due to a bug in a Microsoft component. As a workaround, users can switch to `New Outlook` or `Outlook Online`. More details will be provided in Postmortem shortly. We apologize for the impact to affected customers.

4. postmortem Feb 20, 2025, 12:43 PM UTC

   **Incident Initiation:** Starting from 17th February, we slowly started to receive increasing reports from customers regarding an issue related to the slowness and inability to automatically insert email signatures through the Email Signature Outlook Web Add-in in Outlook Desktop, particularly in the Classic or Old version. As a result, an incident was formally created on February 19, 2025, at 10:21 AM CET. This issue disrupted the daily operations of multiple customers, preventing the proper functionality of the signature insertion feature. **Investigation:** The engineering team initiated an investigation into the issue. Initial analysis revealed that an upgrade to the Office JS version had been applied to the Classic or Old version of Outlook Desktop. This upgrade led to an increased number of exceptions, which sometimes resulted in slower signature insertion or, in some cases, prevented the insertion process from completing successfully. Since the exception is triggered by an external system \(Office JS\) to which we do not have direct access, further root cause analysis and resolution are limited. **Mitigation and Resolution:** To mitigate the impact of the issue, a workaround was provided to affected customers on February 19, 2025, at 04:48 PM CET. The workaround recommended switching to the New Outlook or Outlook Online, which resolved the problem. Additionally, to further assist with support and troubleshooting, a [dedicated guide](https://support.templafy.com/hc/en-us/articles/25268161740317-Automatic-signature-insertion-fails-in-Classic-Outlook#h_01JMF4Q7JJ2R0EGVK3RBN6C9BJ) for using the Email Signature Web Add-in in the Classic version of Outlook Desktop was created. Given that the issue originates from an external system, we are unable to fully prevent its occurrence. The product's functionality remains dependent on the external Office JS system. **Impact and Scope:** The incident affected multiple customers, only those using the Classic or Old version of Outlook. Users experienced delays in signature insertion or the failure of signature insertion altogether. This issue impacted a significant number of users across all production environments. **Post-Incident Actions:** Moving forward, we will be investigating on how we can collaborate more closely with Microsoft’s Outlook or Office JS teams to expedite the identification of the root cause. We sincerely apologize for the disruption caused by this incident and want to reassure our customers that we remain committed to providing reliable and stable services. Our team will continue to monitor the situation and explore ways to prevent similar issues in the future.

Read the full incident report →

Started Feb 13, 2025, 12:10 PM UTC· resolved Feb 13, 2025, 01:42 PM UTC

1. identified Feb 13, 2025, 01:00 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.

2. monitoring Feb 13, 2025, 01:01 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.

3. resolved Feb 13, 2025, 01:42 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.

4. postmortem Feb 20, 2025, 02:50 PM UTC

   **Incident Initiation** On February 13, 2025, at 1:27 AM CET, an issue was introduced which lead to excessive CPU utilization due to heavy database usage in West Europe \(Production 1\). The issue remained undetected until February 13, 2025, at 1:18 PM CET, when monitoring systems flagged abnormal resource consumption. The impact was significant, affecting multiple tenants and a large number of users. The degraded performance resulted in a high rate of exceptions/errors in system logs and hindered application functionality. **Investigation** The engineering team initiated an immediate investigation on February 13, 2025, at 1:36 PM CET. They hypothesized that the issue was related to an inefficient database query or workload increase. Further analysis confirmed that the heavy database usage was the root cause of CPU maxing out, leading to performance degradation. **Mitigation and Resolution** To mitigate the incident, the engineering team promptly scaled up the database resources at 1:40 PM CET to stabilize the application. Continuous monitoring was implemented to track system performance and ensure stability. By 2:29 PM CET, the application was stabilized, and error rates significantly reduced. The team planned to revert the database resources to normal levels by the following morning to ensure optimal operation. **Impact and Scope** The incident impacted multiple tenants across various clusters, leading to performance degradation for affected users. The issue was widespread, affecting application responsiveness and generating increased system errors. **Post-Incident Actions** In response to this incident, the engineering team will implement several post-incident actions, including a detailed review of database query efficiency and workload distribution. Additional procedural improvements will be made to monitor resource consumption more closely and introduce alerting mechanisms for early anomaly detection. We sincerely apologize for the disruption caused by this incident. Our engineering team is committed to ensuring service reliability and stability. We appreciate our customers' patience and understanding as we continue to enhance our monitoring and mitigation processes.

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Started Dec 04, 2024, 08:03 PM UTC· resolved Dec 04, 2024, 08:53 PM UTC

1. investigating Dec 04, 2024, 08:03 PM UTC

   Template Designer won't open, and this is likely affecting admins for East US (Production 2).

2. resolved Dec 04, 2024, 08:53 PM UTC

   The issue was identified, and a fix was deployed to all environments. Further information will be provided in a postmortem shortly. We apologize for the impact to affected customers.

3. postmortem Dec 06, 2024, 09:39 AM UTC

   **Incident Initiation:** On December 3, 2024, at 2:03 PM CET, a defect was introduced in the West Europe \(Production 0\) environment of our Hive platform, specifically affecting the Content Library functionality. After users started reporting that templates from the Content Library were not opening, and an incident was created at 5:22 PM CET. This issue obstructed users' daily work, affecting multiple customers. **Investigation:** The engineering team initiated an investigation at 5:30 PM CET on December 3, 2024. Initial analysis indicated an intermittent error loading the VSTO Add-in when creating a document. Further investigation revealed that the root cause was a race condition during the loading of the VSTO Add-in. The VSTO Add-in was failing to load because it could not establish a bridge with the Web-App, the connection needed for the VSTO Add-in to communicate with the Web-App. This issue was linked to a change in the order of loading dependencies following an upgrade of a frontend component responsible for managing dependencies during the application startup. The VSTO Add-in incorrectly assumed that shared dependencies were being preloaded in a specific order. **Mitigation and Resolution:** To mitigate the incident, a workaround was provided to customers at December 3, at 8:31 PM CET, and further deployments were halted to limit additional impact. On December 4, at 8:15 AM CET, the engineering team continued working on a permanent solution. The engineering team started identifying the proper sequence for loading dependencies, ensuring that the function in the Web-App required by VSTO Add-in was correctly registered. Since at the time of halting the deployment, it was not clear which change was the root cause of the issue, a deployment of another system spread the issue to all production clusters, West Europe \(Production 1\), East US \(Production 2\), Australia East \(Production 3\), Canada East \(Production 4\) and West Europe \(Production 5\). At 2:07 PM CET, the engineering team had implemented the permanent solution and deployed this, restoring the full functionality to the Content Library. At 8:39 PM CET, we discovered that the change in the loading behavior for dependencies also caused an issue in another component, the Template Designer. There had already been made a solution for this that was deployed to West Europe \(Production 0\). The engineering team quickly deployed the same solution to all other environments as well, fully resolving the issue at 9:34 PM CET. **Impact and Scope:** The incident affected multiple customers, obstructing users from opening templates from the Content Library and at a later time obstructing admins with using the Template Designer, which caused disruptions to their daily activities. The incident impacted a significant number of users in all Production environments. **Post-Incident Actions:** The engineering team will conduct a thorough review of the dependency loading processes and implement stricter testing and monitoring to detect issues in the future. The upgrade procedures for the frontend component for dependency management will be revised to prevent similar issues from occurring, ensuring that updates to our frontend component maintain compatibility with the VSTO Add-in. Additionally, changes to our internal processes and tools will be made to ensure halting faulty deployments will be more consistent, reducing the chance of similar errors occurring in the future. This incident was related to a previous incident, which can be reviewed here: [Incident Details](https://status.templafy.com/incidents/l738krky8h62). For the complete timeline, please refer to the original incident. We sincerely apologize for the disruption this incident caused and reaffirm our commitment to providing reliable and stable services for our users.

Read the full incident report →

Started Dec 03, 2024, 04:41 PM UTC· resolved Dec 04, 2024, 01:22 PM UTC

1. identified Dec 03, 2024, 04:41 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.

2. monitoring Dec 03, 2024, 08:04 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.

3. identified Dec 04, 2024, 08:42 AM UTC

   Last night, we identified an issue affecting our West Europe (Production 0) environment and believed it was resolved using a workaround, moving the status to monitoring. However, as of this morning, we have observed that the issue has propagated to additional production environments starting 7:48AM CET. As a result, we have updated the status back to identified and are actively working on resolving the broader impact. Thank you for your patience.

4. identified Dec 04, 2024, 11:29 AM UTC

   We are actively deploying a potential fix and continuing to investigate the root cause of the issue. While we anticipate this may provide partial mitigation, our team is committed to achieving a full resolution as quickly as possible.

5. monitoring Dec 04, 2024, 12:49 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.

6. resolved Dec 04, 2024, 01:22 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.

7. postmortem Dec 06, 2024, 09:26 AM UTC

   **Incident Initiation:** On December 3, 2024, at 2:03 PM CET, a defect was introduced in the West Europe \(Production 0\) environment of our Hive platform, specifically affecting the Content Library functionality. After users started reporting that templates from the Content Library were not opening, and an incident was created at 5:22 PM CET. This issue obstructed users' daily work, affecting multiple customers. **Investigation:** The engineering team initiated an investigation at 5:30 PM CET on December 3, 2024. Initial analysis indicated an intermittent error loading the VSTO Add-in when creating a document. Further investigation revealed that the root cause was a race condition during the loading of the VSTO Add-in. The VSTO Add-in was failing to load because it could not establish a bridge with the Web-App, the connection needed for the VSTO Add-in to communicate with the Web-App. This issue was linked to a change in the order of loading dependencies following an upgrade of a frontend component responsible for managing dependencies during the application startup. The VSTO Add-in incorrectly assumed that shared dependencies were being preloaded in a specific order. **Mitigation and Resolution:** To mitigate the incident, a workaround was provided to customers at December 3, at 8:31 PM CET, and further deployments were halted to limit additional impact. On December 4, at 8:15 AM CET, the engineering team continued working on a permanent solution. The engineering team started identifying the proper sequence for loading dependencies, ensuring that the function in the Web-App required by VSTO Add-in was correctly registered. Since at the time of halting the deployment, it was not clear which change was the root cause of the issue, a deployment of another system spread the issue to all production clusters, West Europe \(Production 1\), East US \(Production 2\), Australia East \(Production 3\), Canada East \(Production 4\) and West Europe \(Production 5\). At 2:07 PM CET, the engineering team had implemented the permanent solution and deployed this, restoring the full functionality to the Content Library. At 8:39 PM CET, we discovered that the change in the loading behavior for dependencies also caused an issue in another component, the Template Designer. There had already been made a solution for this that was deployed to West Europe \(Production 0\). The engineering team quickly deployed the same solution to all other environments as well, fully resolving the issue at 9:34 PM CET. **Impact and Scope:** The incident affected multiple customers, obstructing users from opening templates from the Content Library and at a later time obstructing admins with using the Template Designer, which caused disruptions to their daily activities. The incident impacted a significant number of users in all Production environments. **Post-Incident Actions:** The engineering team will conduct a thorough review of the dependency loading processes and implement stricter testing and monitoring to detect issues in the future. The upgrade procedures for the frontend component for dependency management will be revised to prevent similar issues from occurring, ensuring that updates to our frontend component maintain compatibility with the VSTO Add-in. Additionally, changes to our internal processes and tools will be made to ensure halting faulty deployments will be more consistent, reducing the chance of similar errors occurring in the future. We sincerely apologize for the disruption this incident caused and reaffirm our commitment to providing reliable and stable services for our users.

Read the full incident report →

Started Nov 01, 2024, 12:38 PM UTC· resolved Nov 01, 2024, 02:46 PM UTC

1. investigating Nov 01, 2024, 12:38 PM UTC

   We are currently investigating the issue. If you experience the issue, you can close Templafy task pane and reopen to be able using Templafy.

2. identified Nov 01, 2024, 01:25 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.

3. monitoring Nov 01, 2024, 02:04 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.

4. resolved Nov 01, 2024, 02:46 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.

5. postmortem Nov 04, 2024, 02:24 PM UTC

   **Incident Initiation:** On October 30, 2024, at 11:30 AM CET, an issue was introduced in the Hive environment, specifically affecting the login process for web add-ins. The issue was detected on October 31, 2024, at 10:00 PM CET, when users reported being redirected to an error page during login attempts. This disruption hindered users from accessing essential functionality, obstructing their daily work and resulting in a surge of support queries and a notable increase in error rates in system logs. **Investigation:** The engineering team initiated an immediate investigation at November 1, 2024, at 1:30 PM CET. They hypothesized that the issue was related to a recent deployment of a library update, which had potentially caused the authentication failure in web add-ins. Further investigation confirmed this hypothesis, identifying the update as the root cause of the login issues. **Mitigation and Resolution:** To mitigate the incident, the engineering team promptly reversed the library update that triggered the authentication failure. After deploying the fix on the testing environment, rigorous testing was conducted, which successfully resolved the issue. The team then proceeded to deploy the fix across all production clusters. By reverting the library update, the login process was restored, enabling users to access web add-ins normally. **Impact and Scope:** The incident impacted multiple tenants across various clusters, leading to significant workflow disruptions for affected users. The error affected all users attempting to log in to web add-ins during the incident window and increased support requests as a direct consequence. **Post-Incident Actions:** In response to this incident, the engineering team will implement several post-incident actions, including a detailed review of update processes to prevent future authentication-related disruptions. Additional procedural improvements will be made to monitor critical dependencies more closely, particularly within the authentication workflows.

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