Vasion Status Page

Feb 10, 2026 · resolved Feb 12

**Ricoh Control Panel Application Service Disruption** ‌ **Issue Summary:** On February 9, 2026, the Control Panel Application \(CPA\) failed to come back online following a scheduled service update, resulting in a loss of CPA functionality on affected Ricoh multifunction printers. Users were unable to access scan-to-email, scan-to-network, and other embedded features. **Root Cause:** The scheduled service update included an upgrade to the Ricoh SDK which required reinstallation of the CPA on all devices. However, the Ricoh-provided access token, which is necessary for the automated reinstallation process, expired on February 9, 2026, coinciding with the deployment window. Without a valid access token, the automated reinstallation process failed, leaving the CPA in a non-functional state. **Resolution:** Our engineering team immediately contacted Ricoh to request token renewal. Once the new access token was provisioned, we generated an emergency patch to deploy the fix to all customers. This patch restored CPA service to affected printers after deployment was completed. **Mitigation:** To prevent recurrence of this issue, the Ricoh access token expiration date has been documented in our maintenance calendar with automated alerts set for 30 days and 7 days prior to expiration. This will ensure tokens are renewed proactively and that similar authentication-related disruptions are identified prior to any production updates. **Conclusion:** We understand that the loss of CPA functionality significantly impacts daily operations, and we sincerely apologize for this service disruption. This incident has highlighted gaps in our credential lifecycle management process. The preventative measures outlined above will ensure proactive token renewal going forward. We remain committed to continuous improvement of our printer integration services and delivering the reliable performance you expect from Vasion.

Feb 9, 2026 · resolved Feb 9

**Service Interruption** ‌ **Issue Summary:** On 08 Feb 2025 between 23:30 UTC and 09 Feb 2025 02:00 UTC \(4:30 PM MT - 7:00 PM MT\), the Vasion platform experienced intermittent service disruptions affecting a small subset of customers due to unusually high traffic volumes. ‌ **Root Cause:**  The platform encountered an unexpected surge in traffic that exceeded normal operating capacity. This volume of requests overwhelmed specific components of our infrastructure, resulting in intermittent slowdowns and brief service outages for a limited number of affected customers. ‌ **Resolution:**  Our operations team quickly identified the source of the elevated traffic and blocked abusive IPs to restore normal service levels. The service was fully restored by 02:00 UTC \(7:00 PM MT\). ‌ **Mitigation:** To prevent similar disruptions in the future, we are enhancing traffic monitoring and rate-limiting controls. These measures will enable our systems to detect and respond to abnormal traffic patterns more quickly, ensuring continued service availability even during unexpected traffic spikes. **‌** **Conclusion:** We recognize the critical importance of uninterrupted service to your business and sincerely apologize for any inconvenience this disruption caused to the affected customers. We are committed to maintaining the highest levels of service reliability and have taken concrete steps to strengthen our infrastructure's resilience against similar events in the future.

Dec 17, 2025 · resolved Dec 17

**US - Bad Network Gateway interruption**  ‌ **Issue Summary:** On December 17th, from 8:00 AM MST to 12:15 PM MST, all services requiring access to our hosted environment in the US region \([printercloud.com](http://printercloud.com)\) were unavailable, returning a 500 Bad Gateway error. Local services not requiring connections to our systems remained functional. The outage was caused by exhausted system resources due to a system package upgrade, preventing our systems from processing incoming requests. ‌ **Root Cause:**  During routine system patching, the containerd package was updated, introducing breaking changes to resource management that caused cascading service failures across production environments. Services exhausted available system resources and could no longer accept network connections, causing the platform to become unstable. ‌ **Resolution:**  While troubleshooting, the operations team applied a configuration override to restore appropriate system resource limits.  Once the offending update was identified, the operations team rolled back the system-level deployment package. ‌ **Mitigation:** We are implementing staged deployment processes for system updates with mandatory testing in non-production environments, and expanding monitoring to alert on system configuration changes before potential impact to production services.  As a next step, our Operations team will decouple OS-level security patches and package updates from Schedule Release SaaS application releases. This will allow us to: ‌ * Maintain our security posture with timely OS patches * Reduce the complexity and risk profile of application deployments * Improve our ability to identify root causes quickly if issues occur * Enable faster rollbacks if problems arise **‌** **Conclusion:** We acknowledge the impact this had on customers in the US region. We are committed to improving our processes to prevent future recurrence. Thank you for your understanding as our teams worked to resolve the issues stemming from this container package upgrade.

Oct 17, 2025 · resolved Nov 6

November 12, 2025 **MSP Portal: Instance creation hanging** ‌ **Issue Summary:** On October 17, 2025, some MSP partners experienced failures when attempting to create new customer instances through the MSP Portal. ‌ **Root Cause:**  An internal data alignment issue caused our provisioning service to reject valid instance creation requests. Additionally, overly strict data validation rules incorrectly flagged some legitimate requests as invalid. ‌ **Resolution:**  Our engineering team corrected the data alignment issue and implemented improved error handling to ensure the provisioning service processes instance creation requests successfully. ‌ **Mitigation:**  We've adjusted the data validation rules to prevent false rejections while maintaining appropriate security standards. We've also added enhanced monitoring to detect similar issues before they impact customers.  We also added better phone number validation that properly supports international numbers. **‌** **Conclusion:**  This issue has been fully resolved, and the additional safeguards are now in place to prevent recurrence.

Oct 13, 2025 · resolved Oct 13

Monday, October 13th, 2025 ‌ **Intermittent Timeout Issues When Accessing Instance** ‌ **Issue Summary:** On 13 October 2025, between 5:13 PM UTC and 6:38 PM UTC, some users with instances hosted in printercloud6 experienced intermittent timeout or connection failure issues when accessing the platform. ‌ **Root Cause:**  Multiple compute nodes became unresponsive, resulting in intermittent issues accessing other resources. ‌ **Resolution:**  The affected compute nodes were identified and replaced. ‌ **Mitigation:** To address this issue going forward, additional monitors have been added. Our engineering teams’ investigation is still ongoing. Once further information is identified regarding what caused the nodes to become unresponsive, measures will be implemented to prevent this issue from occurring on compute nodes going forward. ‌ **Conclusion:** We acknowledge that this had an impact on some customers. We thank you for your patience as we resolved this service disruption.