Printix – Intermittent sign-in and printing errors

Update timeline

1. investigating Oct 28, 2025, 08:51 AM UTC

   We are actively investigating this and working on a resolution.

2. identified Oct 28, 2025, 09:33 AM UTC

   The issue has been identified and we are working on a fix.

3. monitoring Oct 28, 2025, 09:47 AM UTC

   We have applied mitigation steps and the service is recovering. We will be monitoring the results and provide further updates.

4. resolved Oct 28, 2025, 11:03 AM UTC

   The issue has been resolved. Our monitoring and customer feedback confirm the service has stabilised. We will provide a more detailed Incident Report in the following days.

5. postmortem Nov 04, 2025, 03:16 PM UTC

   **Overview** On Oct 24 and Oct 28, 2025, some customers experienced both intermittent errors, when signing in to Printix, and delays or failures when sending print jobs. **Incident Detail** The first incident occurred on Oct 24, between 00:10 and 06:40 UTC. Customers reported intermittent sign-in failures and print jobs that either took several minutes to complete or failed entirely. Despite adjusting internal settings, restarting background services and increasing provisioned capacity, similar symptoms reappeared on Oct 28 starting around 01:00 UTC. Status updates were posted throughout the day, with a patch deployed that addressed the underlying issue at approximately 15:00 UTC. **Resolution** Initial investigation indicated a capacity need, so additional resources were provided, but subsequent and deeper analysis identified a software issue, relating to logging, that was driving up resource consumption. It is highly likely that the busier hours of the day made the service more susceptible to this issue. A software fix was developed and applied to address this fault. **Action Items** To prevent similar issues in the future and ensure the reliability of our services, we have taken the following steps: * Implemented improved monitoring tools to detect potential problems earlier and proactively address them before they impact customers. * Optimized system performance by deploying a patch to resolve the root cause of the issue, addressing excessive memory usage and logging inefficiencies. * Changes were made to better distribute system load, ensuring the service remains stable during high-demand periods. * Further preventive updates in the Printix version are planned as part of ongoing improvements.