Getting 504 in file-prep API API from Europe and other regions

Post-mortem Set 26, 2023 7:07 EDT

The technical teams have completed their root cause and corrective action analysis. The post-mortem can be viewed here: https://cimpress-support.atlassian.net/wiki/spaces/DCR/pages/15695577102/Studio+5+Upload+Errors+Issues+with+Prepress+File-Prep+API+for+Preview+Generation+in+Sherbert+Service

Resolvido Set 19, 2023 9:15 EDT

It has been an hour since this incident was contained, and we have not seen a recurrence. We are marking this incident as resolved. Within five business days, we will post a link the post mortem of this incident here.

Monitorando Set 19, 2023 7:22 EDT

We believe we have contained this incident and will continue to monitor. Unless there is a recurrence, we will mark this incident resolved in one hour.

Problema Identificado Set 19, 2023 7:01 EDT

A deployment was executed in the apdfl EU region today. Currently, the team is redirecting traffic to apdfl US. Following this, we plan to roll back the deployment and re-route traffic to determine whether it was responsible for the issue.

Problema Identificado Set 19, 2023 6:56 EDT

We have identified a few problematic instances, and the team is in the process of scaling up server instances. It appears that the error count is decreasing.

Investigando Set 19, 2023 6:33 EDT

The technical team is investigating. We will update this status page again as soon as we have more information or in 30 minutes, whichever is sooner.

Investigando Set 19, 2023 6:10 EDT

We are seeing a number of failures when creating previews using Prepress’s file-prep API. it works in the US-East region but sees consistent 504 in Europe and other regions. The team found that there was some backlog in apdfl EU which could lead to 504. We will update you soon with more details.