Tungsten Automation EMEA incident
Printix - Go HP OXPd sign in failures observed
Tungsten Automation EMEA experienced a major incident on September 8, 2025 affecting Printix, lasting 1d 7h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 08, 2025, 07:29 AM UTC
Post Printix 2025.3 deployment on cloud side sign in fails on Go HP OXPd with an error. Investigation is in progress. To resolve "Update" (or re-install) of Printix Go is required through the Printix Administrator.
- monitoring Sep 08, 2025, 02:03 PM UTC
A fix has been implemented and we are monitoring the results. No user intervention is required.
- resolved Sep 09, 2025, 02:38 PM UTC
This incident has been resolved.
- postmortem Sep 11, 2025, 06:14 PM UTC
_**Overview**_ On Sep 6 following Printix 2025.3 deployment, some customers could not sign-in on HP devices running the HP Go embedded application where devices were using the HP OXPd embedded platform. As part of a newly released feature, an additional database field was added but not populated for all existing HP device registrations, causing this failure. _**Resolution**_ Following reports of this failure, immediate workaround guidance for customers with small number of devices was given and steps were taken to refresh all existing device registrations were refreshed and completed by Sep 08, 2025 - 14:03 UTC. _**Action Items**_ Additional steps are being taken to ensure test environments are more representative to such conditions in future regression tests. Additional checks are being implemented to ensure production data updates are not missed during update cycles.