tag:status.ultimaker.com,2005:/historyUltimaker Status - Incident History2024-03-29T06:23:06+01:00Ultimakertag:status.ultimaker.com,2005:Incident/191947232023-11-22T16:30:49+01:002023-11-22T16:30:49+01:00Difficulty sending email from UltiMaker Applications<p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>16:30</var> CET</small><br><strong>Resolved</strong> - The email problem has now been resolved.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>13:58</var> CET</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>13:58</var> CET</small><br><strong>Investigating</strong> - We are currently having difficulties sending emails from some of our web applications like Digital Factory and UltiMaker Accounts. We have identified the problem and are working to resolve the issue.<br /><br />This problem affects account creation and account recovery the most as these processes require email, and also print job notifications in Digital Factory.</p>tag:status.ultimaker.com,2005:Incident/124416142022-10-21T23:15:15+02:002022-10-21T23:15:15+02:00Printers are no longer connected to Digital Factory<p><small>Oct <var data-var='date'>21</var>, <var data-var='time'>23:15</var> CEST</small><br><strong>Resolved</strong> - The problem has now been resolved and your printers should reconnect automatically. If your printer is displaying a pin code message, then it can be safe dismissed.<br /><br />Thank you for your patience.</p><p><small>Oct <var data-var='date'>21</var>, <var data-var='time'>22:17</var> CEST</small><br><strong>Update</strong> - We are working to connect all printers back to Digital Factory. As a work-around, it is possible manually reconnect your printer. On the printer screen select the cog on the left side, then go to the Network tab, scroll down and in the "Ultimaker Digital Factory" option, press the Disconnect button and then "Connect" again. The pin code should appear and you can add your printer again from inside the Digital Factory, "+ Add Printer" button.</p><p><small>Oct <var data-var='date'>21</var>, <var data-var='time'>22:11</var> CEST</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Oct <var data-var='date'>21</var>, <var data-var='time'>22:09</var> CEST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Oct <var data-var='date'>21</var>, <var data-var='time'>18:12</var> CEST</small><br><strong>Investigating</strong> - It appears that printers are no longer connected to Digital Factory. Our team are looking into the problem.</p>tag:status.ultimaker.com,2005:Incident/108895012022-08-23T11:09:28+02:002022-08-23T11:09:28+02:00Ultimaker Academy: Intermittent 503 errors<p><small>Aug <var data-var='date'>23</var>, <var data-var='time'>11:09</var> CEST</small><br><strong>Resolved</strong> - Our supplier has informed us that the issue has been resolved. However, if you are still experiencing errors, please contact our customer service team and state your region and the time you've experienced the error.</p><p><small>Aug <var data-var='date'>23</var>, <var data-var='time'>10:46</var> CEST</small><br><strong>Monitoring</strong> - Our supplier has informed us that the rollback of the malfunctioning update has been completed, and they are monitoring the situation. If you still experience 503 errors, please contact our customer service team. Please include in your message your region (e.g., North America) and the time you experienced the error (e.g., 5:34 am ET). We will continue to monitor the situation.</p><p><small>Aug <var data-var='date'>23</var>, <var data-var='time'>09:53</var> CEST</small><br><strong>Identified</strong> - Academy users are experiencing intermittent 503 errors when visiting academy.ultimaker.com. Our supplier has identified the issue and is working to resolve it. More information can also be found here: https://status.docebo.com/</p>tag:status.ultimaker.com,2005:Incident/105904862022-07-15T14:07:33+02:002022-07-15T14:07:33+02:00Sending commands to printers temporarily down<p><small>Jul <var data-var='date'>15</var>, <var data-var='time'>14:07</var> CEST</small><br><strong>Resolved</strong> - The issue has been resolved for all printers connected to Digital Factory and sending commands to the printer is possible again.</p><p><small>Jul <var data-var='date'>15</var>, <var data-var='time'>12:19</var> CEST</small><br><strong>Monitoring</strong> - We've been experiencing issues since the last 3 hours where commands that are sent to the printer are not executed. So deleting prints from the queue, renaming printers, etc is not possible. Printing is done without issues.<br />This problem will be resolved within an hour. Reconnecting the printer to Digital Factory will resolve the issues immediately.</p>tag:status.ultimaker.com,2005:Incident/103002712022-06-21T07:00:41+02:002022-06-21T07:00:41+02:00Scheduled maintenance on the Ultimaker Academy<p><small>Jun <var data-var='date'>21</var>, <var data-var='time'>07:00</var> CEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jun <var data-var='date'>21</var>, <var data-var='time'>04:00</var> CEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jun <var data-var='date'>15</var>, <var data-var='time'>14:17</var> CEST</small><br><strong>Scheduled</strong> - Our platform provider will perform scheduled maintenance during this timeframe. The platform might temporarily unavailable during this maintenance window. We appreciate your understanding and patience.</p>tag:status.ultimaker.com,2005:Incident/103341542022-06-17T11:26:08+02:002022-06-17T11:26:08+02:00Unable to visit Marketplace without logging in<p><small>Jun <var data-var='date'>17</var>, <var data-var='time'>11:26</var> CEST</small><br><strong>Resolved</strong> - We've resolved the issue. Thank you for your patience.</p><p><small>Jun <var data-var='date'>17</var>, <var data-var='time'>10:22</var> CEST</small><br><strong>Identified</strong> - The Ultimaker Marketplace now requires everyone to log before being able to see materials. Browsing the Marketplace without logging in is currently not possible. We are investigating the issue and are confident it will be resolved soon.</p>tag:status.ultimaker.com,2005:Incident/90457802022-01-11T09:46:31+01:002022-01-11T09:46:32+01:00Possible degraded performance on Ultimaker account, Digital Factory, and Marketplace<p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>09:46</var> CET</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>16:35</var> CET</small><br><strong>Monitoring</strong> - We have restored the stability of our cloud related websites and services. We will be monitoring our environment closely to ensure service.</p><p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>14:29</var> CET</small><br><strong>Investigating</strong> - We made changes to our cloud environment which may cause issues with our websites and services intermittently not responding or responding slower than usual. Solving these issues has our fullest attention.</p>tag:status.ultimaker.com,2005:Incident/90153902022-01-10T07:43:54+01:002022-01-10T07:43:54+01:00Digital Factory and Account planned maintenance<p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>07:43</var> CET</small><br><strong>Completed</strong> - The issue with Digital Factory was found and resolved. This concludes our maintenance. Thank you for your patience.</p><p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>07:18</var> CET</small><br><strong>Update</strong> - Scheduled maintenance is still in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>07:14</var> CET</small><br><strong>Update</strong> - We have successfully performed the maintenance, but we are investigating a problem with the authentication problem on digitalfactory.ultimaker.com.</p><p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>06:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'> 6</var>, <var data-var='time'>09:51</var> CET</small><br><strong>Scheduled</strong> - We will be performing planned maintenance for the Ultimaker online platform on Monday 10th, 2022. We expect 15 to 30 minutes of downtime.<br /><br />It will affect all cloud services: Digital Factory, Marketplace, Subscription Portal, Account & Sign In, Academy and Community. <br /><br />Your printers will continue to print and work their way through their queues. Make sure to queue up your prints if this will affect you. LAN and USB printing will be available.</p>tag:status.ultimaker.com,2005:Incident/88654592021-12-21T16:55:54+01:002021-12-21T16:55:54+01:00Users not able to log into the Academy<p><small>Dec <var data-var='date'>21</var>, <var data-var='time'>16:55</var> CET</small><br><strong>Resolved</strong> - We have received a root cause analysis from our platform provider and concluded that the issue had been fully resolved. However, if you still experience unusual behavior, please do not hesitate to contact our customer support team to investigate further.</p><p><small>Dec <var data-var='date'>20</var>, <var data-var='time'>10:42</var> CET</small><br><strong>Monitoring</strong> - A fix has been deployed, and the issue seems to be resolved now. We're monitoring the situation.</p><p><small>Dec <var data-var='date'>16</var>, <var data-var='time'>15:33</var> CET</small><br><strong>Investigating</strong> - We received reports that certain users are not able to log into the Academy. We're investigating the situation.</p>tag:status.ultimaker.com,2005:Incident/86890242021-11-25T20:07:37+01:002021-11-25T20:07:37+01:00Printer status Ultimaker 2+ Connect not properly updated in Digital Factory<p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>20:07</var> CET</small><br><strong>Resolved</strong> - All printer statuses are now recovered. You should be able to print normally again. If you have more problems, please contact Ultimaker Support.</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>17:37</var> CET</small><br><strong>Update</strong> - We have found the root cause and are testing our solution.</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>15:39</var> CET</small><br><strong>Identified</strong> - We've identified a problem with Ultimaker 2+ Connect printers in Digital Factory. The status of these printers is not being updated properly in the Digital Factory. These are issues with the status in on the printers' page, the dashboard, and you can possibly not print from the Library. The main functionality, sending a print to a Ultimaker 2+ Connect printer from Cura without issue. Other printer types are not impacted.</p>tag:status.ultimaker.com,2005:Incident/86598992021-11-23T11:36:58+01:002021-11-23T11:36:58+01:00Printer connections lost in Digital Factory<p><small>Nov <var data-var='date'>23</var>, <var data-var='time'>11:36</var> CET</small><br><strong>Resolved</strong> - All printers are back online. If you still experience problems connecting printers to Digital Factory, please contact support.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>14:27</var> CET</small><br><strong>Monitoring</strong> - We have implemented a fix for the connections that has restored the majority of connections and all functionality of the connected printers is restored. Should your printer not be connected yet, then please use the 'Connect to Digital Factory' function on your printer to connect it once more. We will be monitoring the issue to ensure the service of Digital Factory.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>12:09</var> CET</small><br><strong>Investigating</strong> - Currently we are investigating an issue that is causing connection issues between the printer and the Digital Factory. Your printer cannot make a connection to Digital Factory, receive prints via Digital Factory, etc. We advise you to wait with reconnecting the printer to Digital Factory, since we are trying to restore the existing connections.</p>tag:status.ultimaker.com,2005:Incident/84252252021-11-08T22:10:43+01:002021-11-08T22:10:43+01:00Emails from Ultimaker possibly not arriving.<p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>22:10</var> CET</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>20:13</var> CET</small><br><strong>Investigating</strong> - Our e-mail provider is experiencing an issue at the moment, which means some of our functionality might not work at the moment. This impacts mainly:<br />- Signing up for a new account<br />- Password reset<br />- Invites to join an organization (workaround possible by obtaining the invite link directly on the organization page in Digital Factory)<br />- Creating a new subscription / organization</p>tag:status.ultimaker.com,2005:Incident/81274672021-10-11T09:35:19+02:002021-10-11T09:35:19+02:00Ultimaker 3D Printing Academy not accessible with Ultimaker Account<p><small>Oct <var data-var='date'>11</var>, <var data-var='time'>09:35</var> CEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Oct <var data-var='date'> 7</var>, <var data-var='time'>13:04</var> CEST</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Oct <var data-var='date'> 7</var>, <var data-var='time'>11:49</var> CEST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Oct <var data-var='date'> 4</var>, <var data-var='time'>15:43</var> CEST</small><br><strong>Identified</strong> - Our platform has identified the issue and is currently working on a fix.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>08:43</var> CEST</small><br><strong>Investigating</strong> - Users are currently not able to access the Ultimaker 3D Printing Academy with their Ultimaker Account. We're investigating this issue.</p>tag:status.ultimaker.com,2005:Incident/81224552021-10-07T11:41:38+02:002021-10-07T11:41:51+02:00Printers offline in Digital Factory<p><small>Oct <var data-var='date'> 7</var>, <var data-var='time'>11:41</var> CEST</small><br><strong>Resolved</strong> - The issue is now resolved. All printers have new firmware. If you are having trouble with your connection to Digital Factory after updating your firmware, please contact support.</p><p><small>Oct <var data-var='date'> 5</var>, <var data-var='time'>11:17</var> CEST</small><br><strong>Monitoring</strong> - All Ultimaker printers, S-line and the Ultimaker 3, are able to get back online with a firmware upgrade. If your printer is connected to the internet the printer will push a message to the UI which will allow you to upgrade. If the message does not appear, then check the settings menu of the printer. There is no longer a distinction for S5 printers with the robot or U on the side anymore and for the S5 / S3 there is firmware update in both the stable and latest channel. We will be actively monitoring the issue for the coming days.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>18:22</var> CEST</small><br><strong>Update</strong> - We can now offer a firmware upgrade to get all printers back online into Ultimaker Digital Factory.<br /><br />We have a firmware update in place for <br />- Ultimaker S3 printers - both stable (6.2.3) and latest channel (6.5.2)*<br />- Ultimaker S5 printers with the U on the side - both stable (6.2.3) and latest channel (6.5.2)* <br />- Ultimaker 3 printers - Version 5.3.0<br />Make sure the printer is connected to the internet and if need be check the 'Maintenance' menu of the printer to trigger the upgrade.<br /><br />For S5 printers with the robot on the side we have a firmware release available in the latest channel (6.5.2)*. We are Investigating changes needed for a firmware release for the stable channel. If your Ultimaker S5 is subscribed to to stable firmware changes you can switch firmware channels to get it back online in the Digital Factory. Alternatively, the method of updating the needed certificates manually is also still possible. Paste the URL below in the address bar of your browser to visit an Ultimaker support page containing instructions.<br />https://support.ultimaker.com/hc/en-us/articles/4407583616018<br /><br />Ultimaker 2+ Printers remain unaffected.<br /><br />* A firmware release in the latest channel contains the newest improvements for your Ultimaker printer. A firmware release in the stable channel has features with a thoroughly proven track record in the field. In order to receive one type of release over the other, you need to select the firmware channel in the 'Settings' menu of your printer.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>23:41</var> CEST</small><br><strong>Update</strong> - Update concerning several types of printers<br />- We have a firmware in place for S3 printers and S5 printer with the U on the side. Check the maintenance menu of the printer to trigger the upgrade.<br />- For S5 printers with the robot on the side we have a workaround to get the printers back online. See the link below<br />https://support.ultimaker.com/hc/en-us/articles/4407583616018<br />- Our software engineers are working hard on a fix for the UM3 printers. <br />- Ultimaker 2+ Printers remain unaffected.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>22:41</var> CEST</small><br><strong>Update</strong> - Unfortunately we are still experiencing a service disruption to Digital Factory. We are in the process of restoring service to our users. <br /><br />The most common SSL certificate provider (Let’s Encrypt) made changes to how certificates are sent out. Our UM3 and S-line printers are not compatible with these changes.<br />https://letsencrypt.org/docs/dst-root-ca-x3-expiration-september-2021/<br /><br />Ultimaker 2+ Connect printers are unaffected.<br /><br />See detailed instructions to reconnect S-line printers to Digital Factory here<br />https://support.ultimaker.com/hc/en-us/articles/4407583616018</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>09:37</var> CEST</small><br><strong>Update</strong> - Please be informed that the connection problems still have the fullest attention of the software engineers of our firmware and Digital Factory teams. A fix seems to be at hand.</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>18:57</var> CEST</small><br><strong>Identified</strong> - From around 16:00 up to now we are experiencing a service disruption to Digital Factory. We are in the process of restoring service to our users. <br /><br />The most common SSL certificate provider (Let’s Encrypt) made changes to how certificates are sent out. Our UM3 and S-line printers are not compatible with these changes.<br />https://letsencrypt.org/docs/dst-root-ca-x3-expiration-september-2021/<br /><br />We are working on a new firmware release in order to fix this, but you can manually update the certificates on an S3 / S5 printer <br />1. For S5 and S3 printers disable the firewall via the printer UI (if you enabled it)<br />2. Put your printer in development mode. You can enable it in the settings menu. The printer will show its' IP address on the display.<br />3. Connect to your printer over SSL using putty / command line (windows 10) / terminal <br />4. Type 'SSH root@ip-address-of-your-printer' and press enter<br />5. Type 'yes' and press enter to accept the connection <br />6. Type the password 'ultimaker' and press enter<br />7. Type 'apt-get update' and press enter. The printer will start to download some packages.<br />8. Type 'apt-get install ca-certificates' and press enter. The printer will install the new certificates.<br />9. Type 'reboot' and press enter<br />10. After reboot enable the firewall again</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>17:50</var> CEST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Sep <var data-var='date'>30</var>, <var data-var='time'>17:49</var> CEST</small><br><strong>Investigating</strong> - Our printers are unfortunately unable to connect to Digital Factory since the firmwares' root certificate has expired. Our certificate provider is Let's Encrypt, more details about the issue can be found below:<br />https://letsencrypt.org/docs/dst-root-ca-x3-expiration-september-2021/<br />We are currently looking for a solution.</p>tag:status.ultimaker.com,2005:Incident/77449552021-08-12T19:28:47+02:002021-08-12T19:28:47+02:00E-mails not arriving from Ultimaker<p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>19:28</var> CEST</small><br><strong>Resolved</strong> - All mails are being sent again by the system.</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>10:44</var> CEST</small><br><strong>Identified</strong> - Our e-mail provider is experiencing an outage at the moment, which means some of our functionality will not work at the moment. This impacts mainly:<br />- Signing up for a new account<br />- Password reset<br />- Invites to join an organization<br />- Creating a new subscription / organization</p>tag:status.ultimaker.com,2005:Incident/75680052021-07-21T16:30:00+02:002021-07-21T19:05:08+02:00Account confirmation emails not working<p><small>Jul <var data-var='date'>21</var>, <var data-var='time'>16:30</var> CEST</small><br><strong>Resolved</strong> - Due to an incident at our email provider, confirmation emails that were sent in the afternoon of July 21st might contain an invalid link. While our provider has rectified the issue, the links remain invalid. You can use the password reset functionality to obtain a new link in order to verify your email address and get access to your new Ultimaker Account.</p>tag:status.ultimaker.com,2005:Incident/74905542021-07-13T19:44:01+02:002021-07-13T19:44:01+02:00Partial Service Disruption on the Ultimaker 3D Printing Academy<p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>19:44</var> CEST</small><br><strong>Resolved</strong> - Our platform provider informed us that the service is operating normally again. Should you still experience issues, please contact our support team.</p><p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>10:07</var> CEST</small><br><strong>Monitoring</strong> - Our platform provider applied a fix to resolve the issue and we are continuing to monitor the situation.<br />We'll update this page with any status updates or incident closure as we have them.</p><p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>09:18</var> CEST</small><br><strong>Investigating</strong> - Our platform provider has identified an issue with pages not loading correctly. This is currently being investigated, and we will update this page with further details shortly.</p>tag:status.ultimaker.com,2005:Incident/73508232021-06-30T11:30:23+02:002021-06-30T11:30:23+02:00Occasional timeouts on 3D Printing Academy sessions<p><small>Jun <var data-var='date'>30</var>, <var data-var='time'>11:30</var> CEST</small><br><strong>Resolved</strong> - The problem has been resolved.</p><p><small>Jun <var data-var='date'>28</var>, <var data-var='time'>11:54</var> CEST</small><br><strong>Identified</strong> - Some customers are reporting session timeouts after 5 minutes of using the Academy. This happens randomly to certain users. Our platform provider is investigating the issue. Please contact support if you run into this.</p>tag:status.ultimaker.com,2005:Incident/73207122021-06-24T13:09:32+02:002021-06-24T13:09:32+02:00Disturbance in our account platform<p><small>Jun <var data-var='date'>24</var>, <var data-var='time'>13:09</var> CEST</small><br><strong>Resolved</strong> - The incident is over. All services are stable.</p><p><small>Jun <var data-var='date'>24</var>, <var data-var='time'>13:06</var> CEST</small><br><strong>Monitoring</strong> - The services are available again. We are continuing to monitor the situation.</p><p><small>Jun <var data-var='date'>24</var>, <var data-var='time'>12:58</var> CEST</small><br><strong>Identified</strong> - We are seeing a problem with our account platform that is causing downtime on some services and disruption on others. We are in the progress of fixing the problem. The platform is recovering.</p>tag:status.ultimaker.com,2005:Incident/71865742021-06-06T13:27:43+02:002021-06-16T13:21:51+02:00This is an example incident<p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>13:27</var> CEST</small><br><strong>Resolved</strong> - Empathize with those affected and let them know everything is operating as normal.</p><p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>13:17</var> CEST</small><br><strong>Monitoring</strong> - Let your users know once a fix is in place, and keep communication clear and precise.</p><p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>13:23</var> CEST</small><br><strong>Identified</strong> - As you continue to work through the incident, update your customers frequently.</p><p><small>Jun <var data-var='date'> 6</var>, <var data-var='time'>13:53</var> CEST</small><br><strong>Investigating</strong> - When your product or service isn’t functioning as expected, let your customers know by creating an incident. Communicate early, even if you don’t know exactly what’s going on.</p>