Post Incident Report
Description of Problem
There was an outage of PaperCut Hive/Pocket for all customers in the US data center at 1:10 PM AEST 14th August 2023 due to a misconfigured SSL/TLS certificate. This meant that login, print, scan, copy were not available for the duration of the outage.
Service Restoration
The SSL/TLS certificate was re-instated at 1:40 PM AEST 14th August 2023 and all services were restored.
Incident Cause and Analysis
A misconfigured SSL/TLS certificate was applied to the load balancer during routine maintenance. Our automated monitoring system alerted us the issue and we responded immediately. Customers in our Australia data center were not affected.
Resolution
Once all the services were restored, we reviewed our maintenance process and put checks/controls in place to prevent this from happening in the future.
PaperCut apologizes for this disruption.