Artwork Processing
Poly Mailers Printing Incorrect Layouts
Incident Resolved: CTIM-911
No further reports from the fulfiller after the fix was implemented on 11/6, so we’re containing the incident for now. If we receive additional reports of problems once we hear back from BoxUp we will reopen the issue.
Please contact CTIM or see ticket for more details.
UPDATE:
Prepress was able to update the fulfillment flows and local testing looks correct, though they’ve request we retry a live order to confirm.
UPDATE:
Checking additional customer orders shows the issue is still ongoing, re-engaging Prepress for assistance.
UPDATE:
Test order still shows incorrect artwork, reopening issue so we can track further developments.
Incident Resolved: CTIM-911
No further reports of problems from the fulfiller after the new prepress flow was implemented. Incident is contained at this point. If additional problems arise, please let us know so that we can reopen the incident.
Please contact CTIM or see ticket for more details.
UPDATE:
A workaround has been put in-place by creating a new prepress flow to prevent conflicts with the previous flow and older product versions. BoxUp is now retrying the order to test the changes.
UPDATE:
Prepress has been looking into the issue and might have identified the problem. They’re currently working on a possible fix. We will update again as soon as we can confirm the issue is resolved.
UPDATE:
Artwork Tech has identified that there’s a version of the document that results in a different output from the proof tool that what’s expected (which is likely what’s being printed at TLS), though the BoxUp prepress flow itself provides a normal output during testing. Issue is still under investigation.
New Incident: CTIM-911
Priority: Critical
Escalation sent to: Artwork Tech: Support for review.
Poly Mailers (SKU CIM-CG3JZ43P) that are being produced by TLS (via BoxUp) are printing an incorrect layout. The layout shows correctly in the designer but the printed items are misplacing the artwork. Sample order 1050992, pictures in incident channel. Requesting Artwork Support to help review the prepress parameters for these items as it likely is affecting other orders of this product being sent to TLS.