Issue with the Merchant orders.(pixart)

Resolved Mar 26, 2025 7:30 AM EDT

Incident Resolved: CTIM-1297
The Pixart team confirmed that the re-injected item proceeded forward successfully. Hence, the case status is being moved to ‘contained.
Please contact CTIM or see ticket for more details.

Updated Mar 26, 2025 7:01 AM EDT

UPDATE:

The rendering team has reverted the change and is currently awaiting confirmation from the Pixart team on whether that resolved the issue.

Updated Mar 26, 2025 6:40 AM EDT

UPDATE:

The rendering team joined the Slack and informed us that they have a new feature that requires sending HEAD requests for each of the image assets when fetching the instructions for print. Some of these assets take a long time to respond, hence the timeout. The rendering team is currently reverting a change to fix this.

Investigating Mar 26, 2025 6:26 AM EDT

New Incident: CTIM-1297
Priority: High
Escalation sent to: Artwork Tech: Rendering for review.
Pixart merchant orders are being rejected due to an error indicating that the document is invalid because the system is unable to download the document instructions. Some orders are encountering a ‘500 Internal Server Error.’ As of now, 8 orders have been affected by this issue. This case is related to #CTIM-1296.