uniFLOW Online Outage History

Started Oct 23, 2025, 07:50 PM UTC· resolved Oct 24, 2025, 09:01 AM UTC

1. resolved Oct 23, 2025, 07:50 PM UTC

   Incident details: Investigating: We have multiple internal alerts related to Device to Communication that are currently under investigation. Our internal monitoring and Microsoft's monitoring have reported degraded IoT Hubs. Start Time: 19:07 UTC 23-10-2025 Incident Scope: UK (UK Deployment) Description: Under investigation within the operations team. Next Update: The next update will be in 30 minutes or as information becomes available

2. investigating Oct 23, 2025, 07:50 PM UTC

   Status changed to Investigating

3. investigating Oct 23, 2025, 08:22 PM UTC

   Hello Everyone, We are still seeing a degradation on our IoT Hubs at this time. The cause is still under investigation, but we are applying manual mitigations to help improve the recovery. Next update will be in 30 minutes or as information becomes available. Kind Regards Online Operations Team

4. investigating Oct 23, 2025, 08:24 PM UTC

   Hello Everyone, Devices should remain functioning under our current emergency mode. Kind Regards Online Operations Team

5. investigating Oct 23, 2025, 08:41 PM UTC

   **Update**: Microsoft is working to restore functionality to the IOT service. Mitigation efforts are underway; we are working with the Microsoft engineering team to have these in place as quickly as possible. **Next Update**: The next update will be in 30

6. identified Oct 23, 2025, 08:50 PM UTC

   Status changed to Identified

7. identified Oct 23, 2025, 09:21 PM UTC

   **Update**: Recovery efforts are being hampered by ongoing issues with the Microsoft Azure IOT platform. We are working closely with Microsoft engineering to rectify this issue. **Next Update**: The next update will be in 30 minutes

8. identified Oct 23, 2025, 09:55 PM UTC

   **Update**: Investigation by Microsoft is ongoing by their engineering team. **Next Update**: The next update will be in 30

9. identified Oct 23, 2025, 10:33 PM UTC

   **Update**: Microsoft is continuing their investigation with the backend engineering teams. IOT functionality and fail over DR services remain in a failing state and they are continuing to investigate this incident. **Please note:** - Emergency Mode automatically engaged at the start of this incident. - Login, Print and scanning should remain operational in a limited capacity. - Customers with 'Zero Trust Printing' will be directly impacted by this incident. Internal testing is continuing, NT-ware Operations are closely monitoring the situation. **Next Update**: The next update will be in 30

10. identified Oct 23, 2025, 11:29 PM UTC

    **Update**: - Microsoft investigation is continuing within their support and engineering teams. - Clarification on the previous update. Zero trust customers who are utilising the 'Universal Output Queue' cannot print at present. - Internal testing has confirmed Secure print via cloud is still operational with the Emergency Mode enabled. NT-ware Operations is continuing to monitor the situation and working on remediations options. **Next Update:** The next update will be in 1 hour

11. identified Oct 24, 2025, 12:41 AM UTC

    **Update**: No further updated from Microsoft, NT-ware Operations will continue to monitor the incident. **Next Update**: The next update will be in 1 Hour

12. identified Oct 24, 2025, 01:45 AM UTC

    **Update**: No further updated from Microsoft, incident has been escalated. **Next Update**: The next update will be in 1 Hour

13. identified Oct 24, 2025, 02:59 AM UTC

    **Update**: No further updates from Microsoft, NT-ware Operations will continue to monitor the incident. **Next Update**: The next update will be in 1 Hour.

14. identified Oct 24, 2025, 03:59 AM UTC

    **Update**: No further updates from Microsoft, NT-ware Operations will continue to monitor the incident. **Next Update**: The next update will be in 1 Hour.

15. identified Oct 24, 2025, 05:00 AM UTC

    Update: Some changes were made by Microsoft against our resources. We are currently testing these changes. We will continue to keep you updated with any further changes in information. **Next Update**: The next update will be in 1 Hour.

16. identified Oct 24, 2025, 05:18 AM UTC

    **Update**: Initial testing is looking promising. Our metrics are displaying connected devices and our SmartClients have been reconnecting to the IoT hub. **Next Update**: The next update will be in 1 Hour.

17. identified Oct 24, 2025, 06:13 AM UTC

    **Update**: From our testing and metrics, the issue appears to be resolved. NT-ware operations will continue to monitor this to ensure it stays on track. **Next Update**: The next update will be in 1 Hour.

18. monitoring Oct 24, 2025, 07:01 AM UTC

    **Update**: We are seeing device connection levels returning to normal. We have moved this incident into Monitoring as the operations teams monitors the start of day load increase over the next 1-2 hours. **Next Update**: The next update will be in 2 Hours

19. monitoring Oct 24, 2025, 07:01 AM UTC

    Status changed to Monitoring

20. resolved Oct 24, 2025, 09:01 AM UTC

    Hello Everyone, Update: Incident Resolved. Date/Time: October 24th, 06:30 UTC The connected devices level has been back to the scale of the previous days. We will review the findings and collected information from this incident to further improve our online services. There will be a post-mortem published withing 20 working days following an internal investigation and review with Microsoft. We are sorry for the inconvenience this has caused. Kind Regards Online Operations Team

21. resolved Oct 24, 2025, 09:01 AM UTC

    Status changed to Resolved

22. resolved Nov 09, 2025, 09:02 PM UTC

    **User Impact  ** With communication to the IoT disconnected, the following impacts occurred to the end users: - Users configured to print in either spool file local/job information local would revert back to Emergency Mode. - Users configured to print using Zero Trust Universal Output Queue would not be able to print and would have to use a backup print method. - Local Scan Agents would not function correctly. - Job retrieval from uniFLOW servers may have been impacted. - Users printing or scanning in any other way would not be affected. **Scope of Impact: ** UK Deployment **Incident Start Date and Time ** October 23, 2025, 18:52 UTC **Incident End Date and Time** October 24, 2025, 06:30 UTC **Root Cause: ** Our alerts and telemetry identified that there was a drop in connections to the IoT hub within the UK. After reviewing the metrics, we determined that the IoT hub devices were not recovering. Our Operations Team performed a failover of the IoT hub to our geo-redundant location. Unfortunately, this process failed and the IoT hub was stuck in a non-active state. Following a joint investigation with the Microsoft engineering team it was confirmed a configuration change to the UK South firewall made by Microsoft caused the failure. This was reverted by Microsoft to restore functionality and recover the IOT into a working state. **How did we respond: ** October 23 2025 – 18:52 UTC – Metrics can be seen that devices have dropped from our IoT hub. Devices where applicable would have entered Emergency Mode. October 23 2025 – 19:07 UTC – Our alerts triggered a notification to the Operations Team of this issue. October 23 2025 – 19:20 UTC – As metrics were not showing devices as returning, a failover was attempted to the UK West. October 23 2025 – 19:34 UTC – The attempt to failover errored leaving the IOT in a ‘Non-Active’ another failover attempt was initiated which also failed. October 23 2025 – 20:35 UTC – A ticket was raised with Microsoft for the issue as metrics were showing 0 connections and the IoT hub was in a non-active state. October 23 2025 – 21:18 UTC – First response from Microsoft. Discussion began between NT-ware Operations and Microsoft. Microsoft engineers began their investigation with back-end technical teams. October 23 2025 – 22:03 UTC – Further testing of IoT hubs (not in use) triggered errors upon failover within the same region – thus pinpointing it to an issue with the failover. October 24 2025 – 04:03 UTC – Microsoft responded with changes that had been made in their back end restoring original firewall configuration. NT-ware confirmed that total connected devices were recovering, reflecting changes that had allowed the fail-over to complete and recover the system to a working state. October 24 2025 – 4:40 UTC – Operations’ test tenants were confirmed to be showing SmartClient and device connections to the IoT hub. Print jobs also demonstrated connectivity. October 24 2025 – 05:03 UTC – Metrics were reflected as normal – now purely a monitoring phase. October 24 2025 – 06:30 UTC – Status page incident closed. **How are we making incidents like this less likely or less impactful? ** We apologize for the impact on the customers affected. We are continuously taking steps to improve the uniFLOW Online Platform and our processes to help ensure such incidents do not occur in the future. In this case, this includes (but is not limited to): - The Operations Team have reviewed their processes and handling of this incident. Findings have been raised in Operations and with Management for improvement opportunities. - NT-ware has received confirmation from Microsoft that the configuration change procedure has been reviewed to lessen such a situation in the future **Was this incident related to previous incidents? ** No. **How can customers make incidents like this less impactful? ** Emergency Mode was already enabled by default, making this incident less impactful.

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Started Oct 21, 2025, 10:01 PM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Oct 21, 2025, 10:01 PM UTC

   Dear uniFLOW Online Customer, **Description:** This notification is to inform you that NT-ware will be expanding its public cloud global infrastructure. Please take note on the below changes and update your firewall policy rules to allow the new URL and IP address ranges to avoid any service disruption. **What is changing:** - We will be making the following changes which will take effect from the 20th of November 2025. - There will be a new IOT Hub published in the UK: ukiothub1uniflow.azure-devices.net **What do I need to do:** Review our DNS and IP addresses - https://dns-ip-list.uniflowonline.com/ for your specific deployment region, full change history can be found at the bottom of the page. You must update your firewall policy rules and/or any upstream ACL(s) to allow the new IP address ranges for your given deployment region for the given date. **Who does this apply to?** This is ONLY needed for customers that are explicitly blocking internet traffic at their firewall. It is NT-ware's recommendation that customers use DNS entries in their firewall where possible to adapt to IP address changes should they occur. **Support or questions?** Should you need further support or have questions please raise this with your Canon Direct / Partner Sales Support representative.

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Started Oct 16, 2025, 11:20 AM UTC· resolved Oct 16, 2025, 06:44 PM UTC

1. resolved Oct 16, 2025, 11:20 AM UTC

   Incident details: Investigating: We have multiple internal alerts and field reports of performance and login issues with uniFLOW Online. Start Time: 10:30 UTC 16-10-2025 Incident Scope: EU (Europe Deployment) Description: Under investigation within the operations team. Next Update: The next update will be in 30 minutes or as information becomes avaliable

2. investigating Oct 16, 2025, 11:20 AM UTC

   Status changed to Investigating

3. investigating Oct 16, 2025, 11:30 AM UTC

   Hello Everyone, We are experiencing a performance lag holding up the release of print jobs. Currently the print queues are improving but some delays will still be felt in the field. The cause is still under investigation, but we are applying manual mitigations to help improve the recovery. Next update will be in 30 minutes or as information becomes available. Kind Regards Online Operations Team

4. monitoring Oct 16, 2025, 11:57 AM UTC

   **Update**: We are seeing print queues returned to normal and no delays visible. Confirmation has also been received from the field that the uniFLOW Online has returned to normal. While the mitigations have resolved the issue the root cause is still under investigation. We have moved this incident into monitoring as we follow the recovery process and continue the investigation. Next Update: The next update will be within the next 12 hours or as information warrants an update.

5. monitoring Oct 16, 2025, 11:57 AM UTC

   Status changed to Monitoring

6. monitoring Oct 16, 2025, 02:04 PM UTC

   Update: We can see a return of slowness in processing some requests in uniFLOW Online. We are still actively looking into the cause while attempting to restore services to normal. Next Update: The next update will be in 1 hour.

7. monitoring Oct 16, 2025, 03:00 PM UTC

   Update: We are currently experiencing intermittent performance issues affecting some request processing. Our team is actively investigating the cause and working to restore normal service levels. Next Update: We will provide the next update within 1 hour.

8. monitoring Oct 16, 2025, 04:00 PM UTC

   Update: We’re seeing some delays in processing email-based mobile print jobs. All other services are operating normally, and we’re working to restore full performance as quickly as possible. Next Update: We’ll share another update within 1 hour.

9. monitoring Oct 16, 2025, 05:06 PM UTC

   Update: The earlier delays in processing email-based mobile print jobs have been resolved. We are now restoring any email print jobs that were queued during the day. All other services remain fully operational. Next Update: The next update will be within the next 12 hours or as information warrants an update.

10. resolved Oct 16, 2025, 06:44 PM UTC

    Hello Everyone, Update: Incident Resolved. Date/Time: October 16th, 6:00 pm 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 Oct 16, 2025, 06:44 PM UTC

    Status changed to Resolved

12. resolved Nov 12, 2025, 09:20 AM UTC

    **User Impact** Users would have intermittently noticed a slowdown in processing certain tasks in uniFLOW Online. This would have been noticeable when attempting to release print jobs as well as the processing of email print jobs and the delivering of emails amongst other tasks. **Scope of Impact:** EU Deployment **Incident Start Date and Time** October 15, 2025, 10:07 UTC **Incident End Date and Time** October 15, 2025, 18:05 UTC **Root Cause:** A storage account that uniFLOW Online makes use of to process scans was impacted by a service degradation on the Microsoft Azure side that led to increased latency and temporary throttling of requests from Microsoft Azure. This led to a delay in the processing of scan jobs in uniFLOW Online. Due to this delay other tasks that were queued to be processed were subsequently impacted. The delayed processing of scan jobs also resulted in uniFLOW Online generating emails to users informing them of the delay in processing their scan jobs. This, unfortunately, placed additional load on uniFLOW Online as well as the uniFLOW Online mail servers used to send and receive emails. **How did we respond:** 10:01 UTC a drop in successful requests against the impacted storage account began causing delays in scan job processing tasks. 10:08 UTC these delays started impacting other tasks. 10:12 UTC an alert was sent to the Online Operations Team triggering an investigation. 10:14 UTC additional resources were automatically brought online to assist with the tasks to be processed. 10:31 UTC the storage account recovers from the service degradation. Scan processing delays are resolved, and the systems start recovering. 11:09 UTC load against the email infrastructure starts. 11:19 UTC the system has recovered and all tasks except email processing is back to normal processing times. 12:17 UTC changes are made against the email infrastructure in an attempt to assist recovery. 12:48 UTC continued load against the email infrastructure results in additional intermittent slowdowns of task processing. 14:11 UTC noticeable improvement to system recovery. 15:05 UTC the system has recovered and all tasks except email processing is back to normal processing times. 16:40 UTC further mitigation controls put in place against the email infrastructure to assist recovery. 16:43 UTC email processing is recovered, and the system is monitored closely as queued emails are processed again. 18:05 UTC full system recovery and all email queues have returned to normal operating levels. **How are we making incidents like this less likely or less impactful?** We apologize for the impact on affected customers. We are continuously taking steps to improve the uniFLOW Online Platform and our processes to help ensure such incidents do not occur in the future. In this case, this includes (but is not limited to): We have escalated the initial storage degradation to Microsoft engineers who have confirmed a significant increase in resource utilization on their side resulting in the degradation. They have, additionally, stated that they are evaluating further improvements to prevent similar issues in the future. We have modified our email infrastructure globally on Saturday, 18 October 2025, to ensure better handling of such scenarios in future. **Was this incident related to previous incidents?** No, this incident is not related to previous incidents.

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Started Oct 08, 2025, 05:44 PM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Oct 08, 2025, 05:44 PM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the rescheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

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Started Oct 08, 2025, 05:44 PM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Oct 08, 2025, 05:44 PM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the rescheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

Read the full incident report →

Started Sep 23, 2025, 09:50 AM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Sep 23, 2025, 09:50 AM UTC

   Dear uniFLOW Online Customer, **Description:** This notification is to inform you that NT-ware will be expanding its public cloud global infrastructure. Please take note on the below changes and update your firewall policy rules to allow the new IP address ranges and avoid any service disruption. **What is changing:** - We will be making the following changes which will take effect from the 27th of October 2025. - There will be a new IOT Hub published in the EU: euiothub2uniflow.azure-devices.net **What do I need to do:** Review our DNS and IP addresses - https://dns-ip-list.uniflowonline.com/ for your specific deployment region, full change history can be found at the bottom of the page. You must update your firewall policy rules and/or any upstream ACL(s) to allow the new IP address ranges for your given deployment region for the given date. **Who does this apply to?** This is ONLY needed for customers that are explicitly blocking internet traffic at their firewall. It is NT-ware's recommendation that customers use DNS entries in their firewall where possible to adapt to IP address changes should they occur. **Support or questions?** Should you need further support or have questions please raise this with your Canon Direct / Partner Sales Support representative.

Read the full incident report →

Started Sep 17, 2025, 06:39 AM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Sep 17, 2025, 06:39 AM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the scheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

Read the full incident report →

Started Sep 17, 2025, 06:35 AM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Sep 17, 2025, 06:35 AM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the scheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

Read the full incident report →

Started Sep 17, 2025, 06:31 AM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Sep 17, 2025, 06:31 AM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the scheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

Read the full incident report →

Started Sep 17, 2025, 06:29 AM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Sep 17, 2025, 06:29 AM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the scheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

Read the full incident report →

Started Sep 17, 2025, 06:27 AM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Sep 17, 2025, 06:27 AM UTC

   Hello Everyone We will be deploying our next uniFLOW Online upgrade at the scheduled time. This action will happen silently in the background with no impact on service during the maintenance window. Information can be obtained through our extensive Canon and Canon business partner network globally. Be sure to also bookmark https://www.uniflowonline.com where we will showcase the new features and capabilities introduced with this latest release. Please note: You can change your email notification subscription to only receive notifications affecting deployments you’d like to watch. To do this, click the link in the footer of this email. Kind regards, Online Operations Team

Read the full incident report →

Started Aug 22, 2025, 03:21 PM UTC· resolved Oct 02, 2026, 11:25 AM UTC

1. monitoring Aug 22, 2025, 03:21 PM UTC

   We have to perform some unscheduled maintenance on the uniFLOW Online portal. **Reason:** We need to modify the underlying hardware on the SG, UK, and US deployments to improve stability and performance. **Impact:** During the maintenance window the Deployment and NTWOIS service IP addresses will temporarily move to additional IP addresses provided in [NT-ware and Online Services DNS & IP addresses](https://ntware.atlassian.net/wiki/spaces/SA/pages/11692015625/NT-ware+and+Online+Services+DNS+IP+addresses). This is to minimize service disruption during the maintenance. We are expecting no impact to services during the maintenance window. **Timing/Next Update:** The maintenance is scheduled for **Sunday, 24 August 2025, starting at 09:00 UTC** and is expected to be completed by **11:00 UTC**. The next update will be provided at the end of the maintenance or as events warrants. Kind regards, Online Operations Team

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Started Jun 13, 2025, 06:33 AM UTC· resolved Jul 02, 2026, 07:38 PM UTC

1. monitoring Jun 13, 2025, 06:33 AM UTC

   Dear uniFLOW Online Customer, This notification is to inform you that NT-ware will be expanding its public cloud global infrastructure. Please take note on the below changes and update your firewall policy rules to allow the new IP address ranges and avoid any service disruption. What is Changing: To allow for expansion and future growth NT-ware will add a new IOT hub to the US deployment, 'usiothub1uniflow.azure-devices.net'. The new OIT hub will come online from July 18th 2025, allowing plenty of time to make necessary updates to your firewall. What do I need to do: Review our DNS and IP addresses - https://dns-ip-list.uniflowonline.com/, a full change history can be found at the bottom of the page. You must update your firewall policy rules and/or any upstream ACL(s) to allow the new IP address ranges or URLs for your given deployment region by the given date. Who does this apply to? This is ONLY needed for customers that are explicitly blocking internet traffic at their firewall. It is NT-ware's recommendation that customers use DNS entries in their firewall where possible to adapt to IP address changes should they occur. Support or questions? Should you need further support or have questions please raise this with your Canon Direct / Partner Sales Support representative. Kind Regards, uniFLOW Online Operations

Read the full incident report →

Started Jun 04, 2025, 12:15 AM UTC· resolved Jul 02, 2026, 07:38 PM UTC

1. monitoring Jun 04, 2025, 12:15 AM UTC

   Incident details: Start Time: June 3rd 2025 - 05:00 UTC Incident Scope: CA Deployment Description: Description: The Universal Output Queue in the CA deployment is currently not showing a list of available network printers when printing with the uniFLOW SmartClient (including uniFLOW SmartClient for Mac). Other printing functionality is currently not impacted. Next Update: The next update will be in 8 Hours

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Started Jun 03, 2025, 02:35 PM UTC· resolved Jul 02, 2026, 07:38 PM UTC

1. monitoring Jun 03, 2025, 02:35 PM UTC

   Incident details: Start Time: June 3rd 2025 - 05:00 UTC Incident Scope: US Deployment Description: The Universal Output Queue in the US deployment is currently not showing a list of available network printers when printing with the uniFLOW SmartClient (including uniFLOW SmartClient for Mac). Other printing functionality is currently not impacted. Next Update: The next update will be in 1 hour.

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