PDF:s occasionally fail to generate; affecting exports, metrics and form screenshots

Incident Report for Viedoc

Postmortem

Viedoc service issue report

Report author

Ted Lähteenmäki, Manager IT Operations
Viedoc Technologies AB
Phone: +46 736 92 26 12
Email: ted.lahteenmaki@viedoc.com

Report issued

2021-05-21

Description

PDF files occasionally fails to be generated affecting exports, metrics and form screenshots.

Instances affected

All Viedoc 4 instances.

Duration

2021-04-29 11:40 UTC - 2021-05-04 14:23 UTC

Cause

After release of Viedoc 4.65 an issue with PDF generation was detected.
PDF files larger than 1MB were not created.

Corrective action

A hotfix, 4.65.1, was implemented to resolve the issue.
All PDF files that were not created during the incident will be re-generated when performing a PDF export.

Preventive action

Improved regression testing and performance qualification covering large PDF file scenarios.

Posted May 21, 2021 - 08:13 UTC

Resolved

This incident has been resolved.

Posted May 04, 2021 - 14:23 UTC

Update

The fix is being tested and is planned for deployment to production tomorrow Tuesday.

Posted May 03, 2021 - 09:06 UTC

Identified

The issue has been identified, a fix is being implemented and is scheduled for deployment to production early next week.

Posted Apr 30, 2021 - 13:42 UTC

This incident affected: Viedoc 4 - Europe (Background processes (import/export/revisions/alerts/archive/disposal)), Viedoc 4 - Japan (Background processes (import/export/revisions/alerts/archive/disposal)), and Viedoc 4 - China (Background processes (import/export/revisions/alerts/archive/disposal)).