[Resolved]: Global: Device price profile reset during device re-onboarding with DSU if tenant has multiple price profiles configured

Update timeline

1. identified Dec 09, 2025, 04:52 PM UTC

   Status changed to Identified

2. resolved Dec 09, 2025, 04:58 PM UTC

   Incident details: Start Time: 2025.4 deployment update Incident Scope: All deployments (except JP) Description: When re-onboarding devices using the Device Setup Utility (DSU), the price profile linked to the device is reset to the ‘Use global price profile’. This may lead to inaccurate reporting in your uniFLOW Online tenant. Device functionality and printing/scanning operations remain unaffected. Only customers with additional price profiles, in addition to the default ‘global price profile’, are affected when re-onboarding devices using the DSU. After re-onboarding devices using the DSU, ensure to double-check that the correct price profile is linked to the device. Devices that are re-onboarded manually should not exhibit this behaviour since the price profile is explicitly selected during the onboarding process. We have identified a cause for this issue and are already working on a fix. We are planning to deploy the fix on Friday, 12 December 2025. Next Update: The next update will be in 24 hours.

3. identified Dec 10, 2025, 04:47 PM UTC

   Update: No further updates today. We are still planning to deploy the fix on Friday, 12 December 2025. Next Update: The next update will be after the fix has been deployed or if the schedule is changed.

4. resolved Dec 12, 2025, 12:12 PM UTC

   Status changed to Resolved

5. resolved Dec 12, 2025, 12:12 PM UTC

   Hello Everyone, Update: Incident Resolved. A fix has now been deployed to all affected deployments, and the issue is resolved. We are sorry for the inconvenience this has caused. Kind Regards Online Operations Team