Order rejections due to surface mismatch

Updated Nov 11, 2025 3:41 PM EST

UPDATE:

Prepress continues to test possible workarounds for the issue while identifying the specific cases for the rejections. Next update in 1 hour.

Updated Nov 11, 2025 2:33 PM EST

UPDATE:

The product owners are out for the day and will be notified of the issue for review during business hours tomorrow. In the meantime, Prepress is looking into possible changes to the prepress flow as a workaround. Next update in 1 hour.

Updated Nov 11, 2025 2:08 PM EST

UPDATE:

Support teams have identified the owners of the products (Rigid Signs - EU) and have reached out for assistance. Next update in 30 minutes.

Investigating Nov 11, 2025 1:54 PM EST

New Incident: CTIM-2036
Priority: Critical
Escalation sent to: Artwork Tech: Support for review.
Artwork teams have reported 100+ item rejections due to surface spec mismatch. Prepress teams have already confirmed the flows on their side and request assistance from Vista to identify the owner who can help correct the config for those products.