AM1 - Printing issues

Root Cause Analysis (RCA): BTC - AM1 - Printing Issues

Environment: AM1
Component: Print Console
Incident Windows (PST):

• Feb 23: 8:20 – 8:49 and 10:11 – 12:11
• Feb 24: 7:30 – 14:10
• Feb 25: 8:00 – 12:20

Customer Impact

Some users experienced errors when accessing the Print Portal (UI). In some cases, the UI loaded intermittently, but could take up to ~2 minutes.

On Feb 25, Printing via API was also impacted.

Root Cause

The instability was caused by a defect introduced in the 12.0 release. The issue only surfaced under higher load conditions, which made it difficult to initially reproduce.

Under specific circumstances, invalid PrintGateway connections (outdated connections with expired subscriptions) triggered retry mechanisms that created resource pressure. This impacted internal endpoints related to portal navigation and print rendering, resulting in degraded performance.

Resolution & Prevention

• The logic introduced in 12.0 was rolled back, fully isolating the issue.
• Additional load validation tests have been added to our release process to ensure similar behaviors are detected earlier in future deployments.

We apologize for any inconvenience this may have caused and appreciate your understanding.