EU1 - Print portal and API errors

INCIDENT RCA
EU1 – Print Portal and API errors
Tue, April 21, 2026

Time: 00:50 to 3:01 PDT
Severity: Partial Outage

Summary
On April 21, between 00:50 and 3:01 AM PDT, some users experienced issues when trying to print through the Print Portal and the API.

Root Cause
As part of our latest release (v12.1), we introduced a new internal component that helps manage communication with our print processing services.

During the incident time, platform usage was higher than expected. Under this increased demand, the component reached its limit for handling multiple requests at once, which impacted our system ability to process print jobs. 

This issue was not immediately visible in our monitoring systems because the component continued to appear healthy and did not generate clear warning signals during testing or normal operation.

Corrective Actions
We implemented a fix by increasing the capacity of the affected component, allowing it to handle a significantly higher number of requests at the same time.

After this change, the system returned to normal operation, and stability was restored. 

Preventive Actions
To reduce the risk of similar issues in the future, we have:

• Improved our capacity planning to better account for higher usage scenarios
• Enhanced stress testing to simulate real-world demand more accurately
• Added deeper monitoring to detect performance limits earlier

These improvements will help ensure a more reliable experience as platform usage continues to grow.