User Impact

During the incident people would have experienced delays when logging into their devices or would not have been able to login.

Scope of Impact

This issue was isolated our EU (European Union) Deployment.

Incident Start Date and Time

Jun 27, 2022, 06:30 AM UTC

Incident End Date and Time

Jun 27. 2022, 08:15 AM UTC

Root Cause

Due to a sudden increase in load authentication requests at the Canon device were taking longer than normal to be processed which resulted in requests to be delayed and/or time out.

This was automatically resolved by scaling within the backend after which queued requests were processed, and services returned to normal. However, the scaling reaction time was not fast enough to address the peak load at the time.

Next Steps

We apologize for the impact to affected customers. We are continuously taking steps to improve the uniFLOW Online Platform and our processes to help ensure such incidents do not occur in the future. In this case, this includes (but is not limited to):

• Improved the scaling process to automatically react better and faster to sudden load increases
• Additional monitoring and alerting have been implemented to receive earlier notification as peak limits are approached.