Prepress

UPDATE:

NP Oracle team tested reinjecting a few orders, which worked fine for customers. They have now started reinjecting the full batch of 2,700+ orders, targeting approximately 100 orders every 5 minutes. Given the volume, the process is expected to take around 2.5 hours. The next update will be shared once we have information on the completion of the reinjection or CTIM will follow up max in 3 hours.

UPDATE:

NP team is still working on the order reinjection. Next update in another 1 hour.

UPDATE:

Paperless team has completed the remediation process and the NP team is now handling the order reinjection. CTIM will follow up in 1 hour for an update on the reinjection status.

UPDATE:

Remediation efforts now with Paperless team and being worked on at top priority. Next update in ~30 minutes.

UPDATE:

As per the latest update we are waiting for paperless team to use the MRD to reinject the request in paperless. Next update after we hear back from support team max 3hour or less.

UPDATE:
Escalation sent to: Paperless: D’Ninjas

Adding Dninjas team for further assistance on the issue.

UPDATE:

Support team are currently working on the release which will take few hours to complete. CTIM will follow up again after 3hours or less.

UPDATE:

As per the latest update, MRD generation has been completed. Once MRD generation is complete, the status will update to ‘Complete,’ and an output field will appear pointing to the MRD required by the Paperless system. The next update will be provided in next 2 hours or less.

UPDATE:

Teams will be online in the next hour and will follow up with a remediation update on the list of orders. The next update will be provided after we hear back from the support teams.

UPDATE:

The regeneration of manufacturing docs is still in progress, only limited by the processing speed of the service. It should be completed by tomorrow during IST business hours.

CTIM will check in with National Pen, Paperless and Prepress teams in the morning (IST). Once the final list is provided from the NP team to Paperless, those items can be rejected. Concurrently, Prepress teams will be preparing to re-inject the items.

Next update in ~3.5 hours once the teams are back online.

UPDATE:

Production confirms that the workflow remains unblocked at this point and items are being produced, though there’s a large number of orders pending remediation.

There are multiple ongoing processes to complete the remediation and we’re confirming which parts are currently blocking progress. It’s possible these efforts could take until tomorrow AM IST to complete (~6 hours).

UPDATE:

The impacted items have been identified but are held up in a data merge. Those items still need to be rejected, have the manufacturing assets recreated and then re-injected. We are checking with the teams to see how we can push this forward. Next update in 1 hour or sooner.

UPDATE:

The support teams (Prepress, Paperless and National Pen) have developed a plan to identify and correct all impacted items. The multi-step process will take some additional time to complete. We’ll share an ETA as soon as it’s provided to us.

UPDATE:

Remediation is still in progress. Exact cause is undetermined though it’s related to changes in the artwork file generation (Illustrator vs EPS) that were made to mitigate a previous incident. Next update in 1 hour or sooner if more details become available.

UPDATE:

Support team has connected with the fulfiller via call and is discussing remediation steps. CTIM will do next follow-up within 1 hour and will provide an update.

UPDATE:

Support team has received approval for the reinjection of orders to complete the remediation process. Next update in max 1 hour.

UPDATE:

Remediation still needs to go through the approval process, which will take some additional time. Support team has provided an ETA of 1 hour upon the approval. CTIM will again follow up on this in another 1 hour.

UPDATE:

Multiple support teams are collaborating and working on the remediation. CTIM will follow-up on this in another 1 hour.

UPDATE:
Escalation sent to: Paperless: Symphony Squad

Another support team has joined to assist on remediation work. Next update in max 30 minutes

UPDATE:

Support team continues to work on the remediation with priority. Next update in max 30 minutes.

UPDATE:

Support team has rolled back to the old parameters and is now attempting to reinject the affected orders, expecting this to resolve the issue. The next update will be provided once the reinjection is completed or within 30 minutes.

UPDATE:

Support teams are still working on the Artwork remediation. Next update when we have more details on the progress or CTIM will again follow up in max 1 hour.

UPDATE:

Team is still waiting for orders to pass through review app so that batches can loaded into production. Next update in 1hour or less.

UPDATE:

Team has sent the orders to Review app for artwork remediation so that artwork can be corrected through review app, once the it passes through review app these orders will be batched in production. Next update in 1hour or less

UPDATE:

All affected orders have been injected into artwork remediation. Teams are currently working to unblock the machines so that new batches can load. The next update will be provided once the team has unblocked the orders.

UPDATE:

The team is still investigating the incident affecting the NatlPen-MEX laser machines issue at critical priority. The next update will be provided in 30 minutes or less.

UPDATE:
Escalation sent to: CT Platform Support

Adding the Platform Support team to assist with unblocking the orders

UPDATE:

Team has identified the issue which is causing laser machine to reject the files. Team is currently working on the remediation

UPDATE:
Escalation sent to: Artwork Tech: Support

Adding Artwork team for further assistance on this issue.

UPDATE:

The team is still investigating the incident affecting the NatlPen-MEX laser machines issue at critical priority. The next update will be provided in 30 minutes or less.