Orders are rejected due to an error Unable to download document reference.

Postmortem Jan 17, 2024 4:38 AM EST

The technical teams have completed their root cause and corrective action analysis. The post mortem can be view [here https://cimpress-support.atlassian.net/wiki/spaces/DCR/pages/15745320092/2023-10-31+Unable+to+download+document+reference+and+due+to+that+378+orders+were+Rejected.].

Resolved Oct 31, 2023 9:30 AM EDT

We have confirmed that all the rejected orders are retried and we have not seen this error in the last 2 hours. We are marking this incident as resolved. Within five business days, we will post a link the the post mortem of this incident here.

Problem Identified Oct 31, 2023 9:20 AM EDT

Most of the orders are retried successfully now there is no impact on production.
We will update this status again in 30 minutes or as soon as we have more information.

Investigating Oct 31, 2023 8:54 AM EDT

The E-commerce support team reported to the Artwork Technology team for the rejected orders with this error - specifically, the ‘Unable to download document reference’ error (URL).
We are aware of this issue and the Issue was reported to the development team. We will update you soon.