Summary
On Tuesday, June 30, 2026, Printix experienced degraded performance affecting Capture processing in our Europe region from approximately 14:00 to 18:30 UTC. During this period, a number of Capture jobs failed with a "File format is not valid" error. The issue was intermittent in nature and affected jobs across multiple tenants and device vendors. Documents could generally be processed successfully on retry.
Root Cause
The failures were traced to the underlying compute instances responsible for Capture processing, which ran out of available disk space. As storage became exhausted, affected instances were unable to process incoming documents correctly, resulting in the intermittent job failures observed.
Resolution
Once the cause was identified, the affected processing instances were recycled to clear the exhausted disk space, after which Capture processing returned to normal. We confirmed no further errors following the change and continued to monitor the service to verify full recovery across all affected tenants. Additional monitoring has since been put in place to detect this condition earlier in future.