Vasion Outage History

**Ricoh Control Panel Application Service Disruption** ‌ **Issue Summary:** On February 9, 2026, the Control Panel Application \(CPA\) failed to come back online following a scheduled service update, resulting in a loss of CPA functionality on affected Ricoh multifunction printers. Users were unable to access scan-to-email, scan-to-network, and other embedded features. **Root Cause:** The scheduled service update included an upgrade to the Ricoh SDK which required reinstallation of the CPA on all devices. However, the Ricoh-provided access token, which is necessary for the automated reinstallation process, expired on February 9, 2026, coinciding with the deployment window. Without a valid access token, the automated reinstallation process failed, leaving the CPA in a non-functional state. **Resolution:** Our engineering team immediately contacted Ricoh to request token renewal. Once the new access token was provisioned, we generated an emergency patch to deploy the fix to all customers. This patch restored CPA service to affected printers after deployment was completed. **Mitigation:** To prevent recurrence of this issue, the Ricoh access token expiration date has been documented in our maintenance calendar with automated alerts set for 30 days and 7 days prior to expiration. This will ensure tokens are renewed proactively and that similar authentication-related disruptions are identified prior to any production updates. **Conclusion:** We understand that the loss of CPA functionality significantly impacts daily operations, and we sincerely apologize for this service disruption. This incident has highlighted gaps in our credential lifecycle management process. The preventative measures outlined above will ensure proactive token renewal going forward. We remain committed to continuous improvement of our printer integration services and delivering the reliable performance you expect from Vasion.

**Service Interruption** ‌ **Issue Summary:** On 08 Feb 2025 between 23:30 UTC and 09 Feb 2025 02:00 UTC \(4:30 PM MT - 7:00 PM MT\), the Vasion platform experienced intermittent service disruptions affecting a small subset of customers due to unusually high traffic volumes. ‌ **Root Cause:** The platform encountered an unexpected surge in traffic that exceeded normal operating capacity. This volume of requests overwhelmed specific components of our infrastructure, resulting in intermittent slowdowns and brief service outages for a limited number of affected customers. ‌ **Resolution:** Our operations team quickly identified the source of the elevated traffic and blocked abusive IPs to restore normal service levels. The service was fully restored by 02:00 UTC \(7:00 PM MT\). ‌ **Mitigation:** To prevent similar disruptions in the future, we are enhancing traffic monitoring and rate-limiting controls. These measures will enable our systems to detect and respond to abnormal traffic patterns more quickly, ensuring continued service availability even during unexpected traffic spikes. **‌** **Conclusion:** We recognize the critical importance of uninterrupted service to your business and sincerely apologize for any inconvenience this disruption caused to the affected customers. We are committed to maintaining the highest levels of service reliability and have taken concrete steps to strengthen our infrastructure's resilience against similar events in the future.