AM1 – Printer List Not Populating

Environment: AM1

Dates:

• September 17, 2025 — 16:22 PDT to 18:49 PDT
• September 18, 2025 — 10:51 PDT to 11:38 PDT

Summary Some customers in the AM1 region were unable to see their printer lists due to intermittent service interruptions. The issue was fully resolved and services are now operating normally.

Root Cause The disruption was caused by an unexpected surge in connection requests that exceeded the system’s handling capacity. This led to instability in the Printer List functionality, preventing it from displaying correctly for some customers.

Resolution Our team initially attempted several recovery actions that unfortunately prolonged the instability. Once the underlying issue was identified, we stabilized the service and implemented structural improvements to prevent recurrence:

• Separated service functions into two independent components, allowing them to scale and recover more effectively.

Corrective / Preventive Actions To ensure reliability moving forward, we:

• Redesigning the connection-handling mechanism to improve stability under high demand.
• Delivering a refactored connection model in upcoming releases to reduce the risk of recurrence.

We sincerely apologize for the inconvenience caused and appreciate your patience while we worked to restore full functionality.