Cimpress Technology

National Pen

  1. Översikt
  2. Manufacturing Information Systems
  3. National Pen
  4. Problem

Unable to load graphics in PadPrint

Löst

Incident Resolved: CTIM-1857
As the original escalation, “Unable to load graphics in PadPrint” is Contained/Resolved. CTIM will be closing this channel. We request any new incident if found, to be escalated via normal procedure.
Please contact CTIM or see ticket for more details.

Uppdaterad

UPDATE:

Production was able to resume after the template correction. However, they have reported that some orders are now showing artwork file incompatibility issues. Additional examples have been requested to investigate further and determine whether a separate escalation is needed. We will follow up and provide another update in ~7 hours as the NP production members are in a different time zone.

Uppdaterad

UPDATE:

CTIM have asked for additional examples to look into that issue to determine whether it requires a separate escalation. Next update after we have examples from National pen team.

Uppdaterad

UPDATE:

Production has been able to resume after correcting the template earlier today. They have reported that some orders now are showing artwork file incompatibility problems. We have asked for additional examples to look into that issue to determine whether it requires a separate escalation.

We will provide another update for this issue by tomorrow morning (IST, ~5-6 hours).

Uppdaterad

UPDATE:

Support teams from CT and National Pen reviewed the issue together and have found some details that need to be investigated further regarding the templates and a particular order number.

The Paperless team will need some time to diagnose the problem and we will provide another update in 1 hour (~4:15pm ET).

Uppdaterad

UPDATE:
Escalation sent to: Paperless: D’Ninjas

Requesting assistance from additional Paperless dev squad

Utreder

New Incident: CTIM-1857
Plant: NatlPen-MEX
Priority: High
Escalation sent to: CTIM for review.
Production in National Pen (MEX) has reported problems in the Pad Print workflow where they are unable to load items at the machine. It’s still unclear whether there’s a problem with the templates on the machine or a configuration issue within Paperless. Impact to the workflow is also not yet determined.

Issue is currently under investigation.