Resolved after 1 day 10 hours, affecting AU Deployment (Identification), on September 17, 2026.
Hello Everyone, After extended monitoring and review of telemetry we are confident the original issue has been resolved. Should customers still experience slow login issues following device restarts, customers should raise a request through Canon or their Canon partner support channel. We will review the findings and collected information from this incident to further improve our online services. There will be a post-mortem published once we have concluded our investigation but no longer then 20 business days. We are sorry for the inconvenience this has caused. Kind Regards, Online Operations Team
Affected components
Update timeline
- investigating Sep 17, 2026, 06:32 AM UTC
Status changed to Investigating
- monitoring Sep 17, 2026, 06:38 AM UTC
Description: NT-ware Operations are investigating a potential issue impacting a subset of customer tenants. What we know right now: We are receiving reports of slow logins on devices in the AU deployment. Next Update: The next update will be in 1 hour.
- investigating Sep 17, 2026, 07:27 AM UTC
Update: Our team is closely monitoring the issue and reviewing the available information. Next Update: The next update will be in 1 hour.
- investigating Sep 17, 2026, 08:26 AM UTC
Update: We are continuing to investigate the issue. Next Update: The next update will be in 1 hour.
- investigating Sep 17, 2026, 09:23 AM UTC
Update: We are continuing to investigate the issue. Next Update: The next update will be in 1 hour.
- investigating Sep 17, 2026, 10:00 AM UTC
Update: We are continuing to investigate the issue. The issue is affecting a small subset of customers. Next Update: The next update will be in 4 hours
- investigating Sep 17, 2026, 02:08 PM UTC
NT-ware Operations are continuing their investigation alongside Development to identify the root cause of this issue. While we can see delayed and failed logins, this is not consistent across the deployment. We are prioritising the collection of logging and metrics to aid in our investigation, and we appreciate your patience in this time. Next update will be in 8 hours, or as information becomes available.
- investigating Sep 17, 2026, 07:05 PM UTC
**Update**: We have identified a potential cause to the issue and implemented a mitigation to restore the service to expected performance levels. This will closely monitor as we finalise our ongoing investigation. Next Update: The next update will be in 8 hours or as updated become available.
- identified Sep 17, 2026, 07:20 PM UTC
Status changed to Identified
- monitoring Sep 17, 2026, 07:21 PM UTC
Status changed to Monitoring
- monitoring Sep 18, 2026, 02:49 AM UTC
Hello Everyone, Our team is continuing to monitor this situation. **Next Update:** The next update will be in 8 hours or as updates become available.
- monitoring Sep 18, 2026, 09:40 AM UTC
**Update:** NT-ware Operations are continuing to closely monitor the deployment. There are reports of some devices still experiencing slow logins. Where such devices are impacted, customers are requested to restart their devices. Should a restart not resolve the issue, customers should raise a request through Canon or their Canon partner as normal. **Next update:** The next update will be in 8 hours or as information becomes available.
- resolved Sep 18, 2026, 05:21 PM UTC
Hello Everyone, After extended monitoring and review of telemetry we are confident the original issue has been resolved. Should customers still experience slow login issues following device restarts, customers should raise a request through Canon or their Canon partner support channel. We will review the findings and collected information from this incident to further improve our online services. There will be a post-mortem published once we have concluded our investigation but no longer then 20 business days. We are sorry for the inconvenience this has caused. Kind Regards, Online Operations Team
- resolved Sep 18, 2026, 05:21 PM UTC
Status changed to Resolved
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