[Resolved]: AU: Print issue with Universal Output Queue in Zero Trust environments.

Update timeline

1. resolved Nov 27, 2025, 03:01 AM UTC

   Incident details: Investigating: Field reports have been confirmed, and we are investigating a print release failure. Start Time: Unknown at this time. Incident Scope: Australian Deployment Description: Currently print jobs are not releasing with the message "Initiating print job release" on the device screen. Next Update: The next update will be in 1 hour.

2. investigating Nov 27, 2025, 03:01 AM UTC

   Status changed to Investigating

3. identified Nov 27, 2025, 03:31 AM UTC

   Status changed to Identified

4. identified Nov 27, 2025, 03:31 AM UTC

   Update: We have identified the potential cause for this issue and working on a resolution. Next Update: The next update will be in 1 hour.

5. identified Nov 27, 2025, 04:33 AM UTC

   **Update**: We have engaged with Development and working to deploy a fix. We understand the urgency of this issue and working with priority to have a resolution quickly. Next update will be in 1 hour or as information is available.

6. identified Nov 27, 2025, 06:09 AM UTC

   **Update**: We have completed a fix for this issue and will run it through our QA and test process. When the testing has been completed, we will immediately deploy into the AU deployment. Next update will be in 1 hour or as information is available.

7. identified Nov 27, 2025, 07:12 AM UTC

   **Update:** We are continuing to test a fix for this issue. **Next Update:** The next update will be in 2 hours.

8. monitoring Nov 27, 2025, 09:25 AM UTC

   Status changed to Monitoring

9. monitoring Nov 27, 2025, 09:25 AM UTC

   **Update:** The fix has now been deployed successfully following successful internal testing. For impacted Canon devices a behaviour reload or printer restart is required for the printers to retrieve the fix. To trigger a behaviour reload navigate to your uniFLOW Online tenant: **Print / Scan** → **Configuration** → **User Interface**, then save the configuration without making any changes. - Note that it may take up to 15 minutes for the printers to reload the behaviour. **Next Update:** The next update will be in 1 hour.

10. resolved Nov 27, 2025, 10:31 AM UTC

    Hello Everyone, Update: Incident Resolved. Date/Time: November 27th, 09:18 UTC 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

11. resolved Nov 27, 2025, 10:31 AM UTC

    Status changed to Resolved

12. resolved Dec 03, 2025, 07:13 AM UTC

    # Incident Postmortem **User Impact  ** For customers that have implemented Direct Print with Zero Trust configured in uniFLOW Online, the print job would fail to print. **Scope of Impact: ** AU Deployment **Incident Start Date and Time  ** November 26th 9:00am UTC Incident End Date and Time November 27th 9:18am UTC **Root Cause: ** This was caused by a bug that was introduced earlier in the 2025.4 development cycle. Thorough automated test procedures to ensure product quality were executed successfully and repeatedly. However, the test cases failed to cover the full use-case configuration options. This in turn caused the printout to fail for the specific use case of Direct Print in Zero Trust. **How did we respond: ** November 27th 12:55am UTC, the incident was raised to NT-ware support. The incident was triaged and escalated to NT-ware Operations for deeper investigation. November 27th 3:31am UTC, NT-ware Operations identified the likely cause of the issue following internal testing and replication of the reported fault. This was confirmed at this time to be a back-end issue and needed to be raised with our engineering / development team. November 27th 5:10am UTC, Development identified the root cause and implemented a fix. This was processed through our internal QA testing deployments before being available for release. November 27th 9:18am UTC, Operations deployed the fix to the Australian production deployment resolving the issue. **How are we making incidents like this less likely or less impactful? ** We are performing a thorough review of regression test procedures to ensure this and other use cases that may not be fully covered by automated testing, are included in further release cycles. Furthermore, the regression test scope and timeline are expanded to ensure appropriate coverage to avoid such problems. **Was this incident related to previous incidents? ** No, this issue was not related to any previous incidents