The uniFLOW SmartClient would not register to uniFLOW Online. Failure to release print jobs from devices.
April 23rd, 2021 - 11:30am AEST
April 23rd, 2021 - 16:30pm AEST
Due to a misconfiguration, an exhaustion limit was prematurely reached. The uniFLOW SmartClient must successfully register to uniFLOW Online to complete the print release process when job information is stored in the cloud and the SmartClient cannot be directly reached by the device. With the uniFLOW SmartClient failing to connect, it would retry within a minute but with the resource pool consumed, the system began throttling requests causing delays and causing a partial outage of print release capabilities. The onboarding of new uniFLOW SmartClients during this time would also not have been possible.
Note: The standard behavior of the Devices, if the connection to uniFLOW Online is lost, is to try reaching the SmartClient using its last known address. This connection is subject to the configuration of the customers’ network.
April 23rd, 2021 - 11:30am AEST
The issue was reported from the field via our support channel and confirmed.
April 23rd, 2021 - 12:30am AEST
NT-ware Operations Team confirmed field reports, began reviewing telemetry. Internal testing was performed to correlate the findings and escalated to put a mitigation plan in place.
April 23rd, 2021 - 03:00pm AEST
The mitigation process began with the provisioning of additional resources and management of the web resource role. We over-provisioned resources to address the high number of pending requests and to ensure all requests in the queue were processed.
April 23rd, 2021 - 16:00pm AEST
All resources had returned to normal operation and the system was performing within acceptable parameters. We kept the case open for a further 30 minutes to monitor the status and ensure all mitigations controls were in full effect.