Tungsten Automation EMEA incident
Printix Performance Degradation Issues
Tungsten Automation EMEA experienced a minor incident on May 12, 2025, lasting 4h 47m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating May 12, 2025, 06:09 AM UTC
We are currently experiencing performance degradation of the Printix service. Investigation is currently in-progress.
- investigating May 12, 2025, 09:21 AM UTC
We are continuing to investigate a performance issue with Printix. Our team is actively working to resolve it and will share further updates as soon as possible.
- resolved May 12, 2025, 10:56 AM UTC
The performance issue with Printix has been resolved. We are continuing to monitor the service to ensure stability. Thank you for your patience
- postmortem May 15, 2025, 02:20 PM UTC
**Overview** On Monday 12_th_ May, following the weekend software release, many customers experienced degraded service performance, and in some cases issues connecting to the Printix service and loading lists of available printers. This was caused by a failure in an upgraded software library caching component, required to address regular security updates. This library was unable to cache objects above a certain size creating additional demand that affected the wider service. **Resolution** Normal service was restored during the incident by increasing CPU resource to allow the caching software to successfully operate and deliver the required performance. The library itself was rolled back once it was confirmed as the root cause of the incident. **Action items** We will continue to run the original library version until the matter is addressed by the software provider and a new version is available and tested.