Printix - Slow Performance

Update timeline

1. investigating Mar 25, 2026, 11:46 AM UTC

   We are aware of an issue causing slow performance for our customers. We are working to restore full service as quickly as possible. We apologize for any inconvenience caused and appreciate your patience. Further updates will be provided as more information becomes available.

2. identified Mar 25, 2026, 01:52 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Mar 25, 2026, 02:49 PM UTC

   We are continuing to work on a fix for this issue.

4. resolved Mar 25, 2026, 04:46 PM UTC

   We have applied a fix and seen improvements, the service is operational.

5. postmortem Apr 16, 2026, 09:05 AM UTC

   **Summary** On March 25, 2026, between approximately 11:46 and 16:30 UTC, the Printix EU service experienced slow performance. During this period, some customers experienced timeouts and errors when accessing the customer portal and partner portal. **Root Cause** The incident was caused by a data processing issue in a key service component responsible for caching frequently accessed data. When certain datasets exceeded an internal size threshold, they were silently rejected from the cache, resulting in continuous expensive data regeneration. This significantly reduced cache efficiency and degraded performance across the service. **Resolution** Our Operations team identified the issue through detailed analysis and applied a configuration change to increase the size threshold. The cache recovered immediately and the service returned to normal operation at approximately 16:30 UTC. **Preventive Measures** Enhanced monitoring for cache performance metrics is being implemented to enable earlier detection of similar issues. Additional alerting is being introduced to identify unusual load patterns before they impact service availability.