Ricoh Outage History

Started Oct 22, 2026, 07:01 AM UTC· resolved Oct 30, 2026, 07:04 AM UTC

1. investigating Oct 22, 2026, 07:01 AM UTC

   We have detected intermittent service issues in the EU region since approximately 05:02 (UTC) on October 22, 2026. We are currently investigating the issue. We will provide further updates as more information becomes available.

2. investigating Oct 22, 2026, 08:42 AM UTC

   In the EU region, we are experiencing intermittent issues with connections to devices. As a result, customers may experience issues when changing device settings, executing device tasks, or performing other device-related operations. We are currently investigating the cause of the issue.

3. monitoring Oct 23, 2026, 12:59 AM UTC

   The issue surfaced following a recent platform upgrade. The previously observed impact has largely subsided, and the service is currently operating normally. We continue to monitor the service closely while working on a permanent resolution to address the underlying issue.

4. resolved Oct 30, 2026, 07:04 AM UTC

   As previously communicated, the impact of this issue had already been significantly mitigated. We continued to monitor the situation and implemented additional measures today, confirming that the currently observed issue has been resolved. We are therefore closing this incident. The root cause has been identified, and a permanent resolution to prevent recurrence has been determined and is planned for implementation. Further details on the cause and our response will be provided in a Postmortem.

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Started Oct 20, 2026, 06:53 AM UTC· resolved Oct 25, 2026, 11:38 PM UTC

1. investigating Oct 20, 2026, 06:53 AM UTC

   We are currently investigating an issue affecting LDAP authentication in the EU environment. Some customers may be unable to log in using LDAP authentication. Our engineering team is working to restore the affected authentication services and investigate the underlying cause. We will provide further updates as more information becomes available.

2. monitoring Oct 22, 2026, 02:02 AM UTC

   The LDAP authentication issue in the EU environment has been resolved following a temporary mitigation, and login functionality is currently operating normally. We are continuing to monitor the situation. Further details about the incident and follow-up actions will be provided in a subsequent update.

3. resolved Oct 25, 2026, 11:38 PM UTC

   Following the temporary mitigation previously reported, a permanent fix was deployed on October 22 to address the issue. The service has remained stable since the fix was applied, with no recurrence of the issue observed. We are therefore closing this incident. We apologize for the inconvenience caused by this incident and for the delay in providing timely updates on the Status Page. We will publish a postmortem with further details about the incident and improvements going forward.

4. postmortem Oct 30, 2026, 08:23 AM UTC

   From around October 16, 2026, an issue occurred with LDAP authentication in the EU environment, affecting users' ability to log in. The issue was resolved at approximately 06:00 UTC on October 20. We became aware of this issue following a report from a customer. Our investigation confirmed that when a connection issue occurred between the authentication service and a related service, the authentication service was unable to properly re-establish the connection, resulting in LDAP authentication remaining unavailable. A workaround was applied to restore the connection and recover the service. As a permanent corrective action, we improved the authentication service so that it can detect this type of connection issue and automatically recover the connection. This fix was deployed as part of the October 22 update. In addition, we identified issues in the communication path for sharing incident information within our organization and with relevant teams. As a result, there were delays in getting the necessary information to the appropriate teams and initiating the response, as well as in providing timely updates to customers through our StatusPage. We sincerely apologize that this resulted in a prolonged impact and that we were unable to keep our customers informed in a timely manner. We take this incident seriously. Although a permanent corrective action has already been implemented, we are taking the following additional steps to minimize the impact should a similar incident occur: * **Enhanced monitoring:** We will strengthen monitoring of the authentication functionality and related system conditions to enable earlier detection of similar authentication issues. * **Improved communication and escalation paths**: We will review our communication and escalation paths between relevant teams so that the appropriate personnel can be notified promptly when an issue is detected, enabling faster investigation and recovery as well as timely updates to our customers. Once again, we sincerely apologize to the customers affected by this incident for the inconvenience and disruption caused. We take both this incident and the shortcomings in our response seriously and remain committed to continuously improving the reliability of our service and our incident response processes.

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Started Aug 28, 2026, 06:52 AM UTC· resolved Aug 28, 2026, 07:09 AM UTC

1. monitoring Aug 28, 2026, 06:52 AM UTC

   We observed service degradation in the EU region from approximately 05:35 (UTC) to 05:55 (UTC) on August 28, 2026. Service functionality has since recovered, and we have not observed any further occurrences at this time. Our investigation indicates the issue may have been related to an underlying platform or database service degradation. We are continuing to monitor the environment to ensure service stability. At this time, services are operating normally. We will provide additional updates if the situation changes.

2. resolved Aug 28, 2026, 07:09 AM UTC

   The service degradation affecting the EU region has been resolved. Services are operating normally, and no further issues have been observed. Thank you for your patience and understanding.

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Started Jul 13, 2026, 02:50 PM UTC· resolved Jul 13, 2026, 02:50 PM UTC

1. resolved Jul 13, 2026, 02:50 PM UTC

   We had received alerts indicating the possible failure on our device management cloud environment. The issue has already been restored. We will continue to investigate the root cause in the coming days.

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Started Jun 09, 2026, 07:35 AM UTC· resolved Jun 10, 2026, 01:05 AM UTC

1. monitoring Jun 09, 2026, 07:35 AM UTC

   An issue occurred for approximately 10 minutes during which the DeviceManagement top page was inaccessible. The cause has been identified, and we are currently working on a permanent fix. The issue has now been resolved, and we will continue to monitor the situation. Thank you for your understanding.

2. resolved Jun 10, 2026, 01:05 AM UTC

   The root cause of this issue has been identified; however, a permanent fix is still in progress. No recurrence or significant impact has been observed to date, and given the sustained stability over a certain period, this incident will now be closed. We will continue working toward a permanent resolution. Thank you for your understanding and cooperation.

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Started Jun 01, 2026, 06:49 AM UTC· resolved Jun 01, 2026, 08:36 AM UTC

1. investigating Jun 01, 2026, 06:49 AM UTC

   We are receiving a high number of alerts. The Device Management UI might be inaccessible. We are investigating the issue with the highest priority.

2. resolved Jun 01, 2026, 08:36 AM UTC

   Following our investigation, we confirmed that this incident was a false positive and that there was no actual impact on service functionality. We are implementing measures to prevent recurrence and are reviewing our monitoring.

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Started May 31, 2026, 11:22 AM UTC· resolved Jun 16, 2026, 06:35 AM UTC

1. investigating May 31, 2026, 11:22 AM UTC

   We're experiencing an elevated level of timeout errors and are currently looking into the issue. Updates will follow on this channel.

2. identified Jun 01, 2026, 02:58 AM UTC

   We have identified the cause of this issue. We are currently working on mitigation and recovery.

3. identified Jun 01, 2026, 08:01 AM UTC

   The impact has been mitigated through a workaround. We will continue to monitor the situation while working on a permanent fix.

4. monitoring Jun 02, 2026, 02:09 PM UTC

   While the root cause of the issue has not yet been fully determined, a workaround has been implemented, and the issue has not been observed since its application. As the system has remained stable with no impact observed, the status has been moved to Monitoring. We will continue to closely monitor the system and conduct further investigation, including detailed analysis of the underlying cause to prevent recurrence. Further updates will be provided as necessary. Thank you for your understanding.

5. resolved Jun 16, 2026, 06:35 AM UTC

   The impact of this issue is no longer being observed, and service has remained stable for a sustained period. This incident is considered resolved and is now closed. Permanent corrective actions are still in progress. We will continue working to prevent recurrence.

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Started Mar 24, 2026, 05:00 PM UTC· resolved Apr 01, 2026, 05:10 AM UTC

1. investigating Mar 24, 2026, 05:00 PM UTC

   We are receiving a high number of alerts. The Device Management UI might be inaccessible. We are investigating the issue with the highest priority.

2. monitoring Mar 25, 2026, 05:20 AM UTC

   Incident Summary An incident occurred in which the CloudStream DM service became inaccessible and returned 404 Not Found errors. This issue occurred after a tenant was added or removed and affected tenants within the same region. The service did not recover automatically. The issue has been resolved, and the service is currently operating normally across all production environments. Root Cause The issue was caused by an inconsistency in the routing configuration following a recent infrastructure change. When tenant configuration changes (such as tenant addition or removal) occurred, part of the routing information was not updated as expected, resulting in external requests not being correctly routed to backend services. Resolution The routing configuration handling for tenant changes has been corrected, and the fix was deployed to all production environments at 00:16 on March 25 (UTC). This update ensures that routing information is always properly updated when tenant changes occur. The fix has been validated, and the stability of the service has been confirmed. Preventive Measures To reduce the risk of recurrence, we are strengthening safety measures for updates that involve configuration changes. Specifically, we have improved the reliability of configuration update processing during tenant additions and deletions, expanded mandatory verification items during releases, and enhanced monitoring and alerting for operations with significant impact. Taking this incident as an opportunity, we will continue to improve both the resilience of the platform and our incident response on an ongoing basis.

3. resolved Apr 01, 2026, 05:10 AM UTC

   Following the deployment of the fix, the service remained stable throughout the monitoring period, with no recurrence of the issue observed.

4. postmortem Apr 17, 2026, 05:36 AM UTC

   Following this incident, we conducted a detailed investigation to identify the root cause and define preventive measures to avoid recurrence. A full outage report, including the root cause analysis and implemented preventive actions, is available at the link below: [https://supportsite.eu.cloudstream.ricoh.com/wp-content/uploads/2026/04/EU-CloudStream-DM-All-Tenant-Service-Outage-Report.pdf](https://supportsite.eu.cloudstream.ricoh.com/wp-content/uploads/2026/04/EU-CloudStream-DM-All-Tenant-Service-Outage-Report.pdf)

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Started Mar 04, 2026, 01:50 PM UTC· resolved Mar 04, 2026, 01:50 PM UTC

1. resolved Mar 04, 2026, 01:50 PM UTC

   We had received alerts indicating the inaccessibility of the Device Management UI. The issue has already been restored. We will continue to investigate the root cause in the coming days.

2. postmortem Mar 18, 2026, 06:12 AM UTC

   Incident Summary : A temporary instability occurred in part of the infrastructure responsible for traffic routing. This caused some internal monitoring checks to fail and triggered alerts. Customer-facing services continued to operate normally, as requests were automatically retried and routed to healthy components. As a result, end users may have experienced a slight, temporary increase in response time, but there was no service outage or functional impact. ‌ Root Cause : An unexpected autoscaling behavior caused some routing components to repeatedly restart, which intermittently affected internal health check responses. ‌ Resolution : As a mitigation measure, autoscaling for the affected components was adjusted on March 11. In addition, we are improving the monitoring configuration to better tolerate transient conditions and prevent unnecessary alerts in the future.

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Started Mar 04, 2026, 12:43 AM UTC· resolved Jun 09, 2026, 09:12 AM UTC

1. identified Mar 04, 2026, 12:43 AM UTC

   Incident Summary In some environments, devices may appear as “No response” in CloudStream DM even though they are powered on. When this occurs, configuration tasks may not run or may be delayed. This issue happens when the device operation panel enters sleep mode. Root Cause This issue is caused by a sleep mode handling defect in specific versions of the CloudStream DM Agent, which prevents proper communication between the device and CloudStream. Resolution • Affected versions: CloudStream DM Agent v1.8.0 and v1.8.2 • Fix: The issue will be resolved in CloudStream DM Agent v1.8.3 Updates will be provided on this status page as they become available.

2. monitoring Mar 24, 2026, 12:07 PM UTC

   Service Status The fix for the issue where devices could appear as “No response” has been completed. This issue is resolved in CloudStream DM Agent v1.8.3.

3. resolved Jun 09, 2026, 09:12 AM UTC

   The issue has been resolved with the deployment of CloudStream DM Agent v1.8.3. No recurrence of the “No response” issue has been observed, and all services are operating normally. Monitoring is complete, and the incident has been closed.

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Started Mar 02, 2026, 10:33 AM UTC· resolved Mar 02, 2026, 10:33 AM UTC

1. resolved Mar 02, 2026, 10:33 AM UTC

   We had received alerts indicating the possible failure on our device management cloud environment. The issue has already been restored. We will continue to investigate the root cause in the coming days.

2. postmortem Mar 18, 2026, 06:23 AM UTC

   Please see the [link](https://cloudstream.status.ricoh.com/incidents/tzkbzfx64jst)[ ](https://cloudstream.status.ricoh.com/incidents/vwy37c4gtzrc)for Incident Summary, Root Cause, and Resolution.

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Started Feb 02, 2026, 02:57 AM UTC· resolved Feb 02, 2026, 02:57 AM UTC

1. resolved Feb 02, 2026, 02:57 AM UTC

   We had received alerts indicating the possible failure on our device management cloud environment. The issue has already been restored. We will continue to investigate the root cause in the coming days.

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Started Oct 31, 2025, 07:04 AM UTC· resolved Nov 07, 2025, 03:00 AM UTC

1. investigating Oct 31, 2025, 07:04 AM UTC

   We're experiencing an elevated level of timeout errors and are currently looking into the issue. Updates will follow on this channel. Incident Summary: We have identified an issue that is causing communication with the application to become unstable. As a result, some users may experience delays or failures when trying to connect or use certain features. Root Cause: The issue has been traced to a temporary overload in the system’s communication capacity. This overload is making it difficult to establish or maintain stable connections. Resolution: We are currently working to reduce communication load and improve system stability.

2. investigating Nov 04, 2025, 08:52 AM UTC

   Planned Action: We will make urgent changes to internal system communication only in the EU environment to resolve the communication capacity issue. Please note that this urgent maintenance may cause a service outage lasting up to 1 hour, scheduled between 1:00 AM and 3:00 AM UTC on November 7. This outage will affect EU environments only. We apologize for the short notice, as this is an unplanned maintenance activity. Thank you for your understanding and cooperation.

3. resolved Nov 07, 2025, 03:00 AM UTC

   The issue has been resolved. The services in the EU environment are operating normally.

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Started Oct 21, 2025, 06:00 PM UTC· resolved Oct 21, 2025, 06:00 PM UTC

1. resolved Oct 21, 2025, 06:00 PM UTC

   We had received alerts indicating the inaccessibility of the Device Management UI. The issue has already been restored. We will continue to investigate the root cause in the coming days.

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Started Oct 02, 2025, 06:18 PM UTC· resolved Oct 02, 2025, 06:18 PM UTC

1. resolved Oct 02, 2025, 06:18 PM UTC

   We had received alerts indicating the possible failure on our device management cloud environment. The issue has already been restored. We will continue to investigate the root cause in the coming days.

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Started Sep 17, 2025, 12:13 AM UTC· resolved Sep 17, 2025, 12:13 AM UTC

1. resolved Sep 17, 2025, 12:13 AM UTC

   We had received alerts indicating the possible failure on our device management cloud environment. The issue has already been restored. We will continue to investigate the root cause in the coming days.

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Started Aug 06, 2025, 03:35 PM UTC· resolved Aug 06, 2025, 03:35 PM UTC

1. resolved Aug 06, 2025, 03:35 PM UTC

   We had received alerts indicating the inaccessibility of the Device Management UI. The issue has already been restored. We will continue to investigate the root cause in the coming days.

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Started Jul 24, 2025, 09:11 AM UTC· resolved Apr 24, 2026, 06:24 AM UTC

1. investigating Jul 24, 2025, 09:11 AM UTC

   Incident Summary: We have confirmed an issue where communication with devices has become unstable, causing devices to transition to a “No response” status, DM tasks not being executed, or synchronization between the PS site and device information failing. Root Cause: We have identified the root cause of the issue as improper handling of client certificates when traffic passes through the load balancer (ingress), which resulted in certificate errors and intermittent failures in establishing communication with the cloud under high connection volumes. Resolution: Based on the root cause analysis, we are proceeding with a replacement of the load balancer (ingress) component responsible for client certificate handling. This change is expected to fundamentally resolve the issue. Until deployment is completed, we continue to restart affected processes upon detection of certificate errors to promote recovery and minimize impact.

2. identified Jan 30, 2026, 06:00 AM UTC

   We are currently implementing additional countermeasures to address the root cause and testing their effectiveness. As soon as a concrete countermeasure is finalized, we will promptly provide an additional update to customers.

3. identified Jan 30, 2026, 06:01 AM UTC

   We are continuing to work on a fix for this issue.

4. identified Feb 06, 2026, 04:34 AM UTC

   We apologize that some functions may not operate as expected due to the ongoing incident. Device communication may become unstable, leading to “No response” status, DM tasks not executing, and synchronization failures between the PS site and device information. As a temporary measure, we are restarting affected processes when errors occur to restore service stability. We will share further updates as soon as a permanent fix is prepared.

5. identified Feb 13, 2026, 05:49 AM UTC

   No instances of unstable device communication have been observed in EU production environment during this week. Monitoring and verification toward a permanent fix are ongoing.

6. identified Feb 20, 2026, 10:23 AM UTC

   Service Stability Status Over the past 14 consecutive days, we have not observed any instances of unstable device communication related to client certificate handling in the EU production environment. While work toward deploying the permanent fix is ongoing, the current service state remains stable, and no widespread recurrence has been detected in day-to-day operations. We continue proactive monitoring and validation to ensure that this stability is maintained. Background and Ongoing Work This issue was caused by the way client certificates were handled when traffic passed through the load balancer (ingress) of the cloud environment under high connection volumes in the EU environment. Through investigation and evaluation, we have confirmed that replacing the load balancer (ingress) component responsible for client certificate handling is an effective approach to resolving this behavior at its root. Because this issue manifests only at scale, validating the fix requires extended testing with a large number of simulated devices. Our focus is on ensuring that the load balancer (ingress) replacement provides sustained stability without introducing regressions. Next Steps We are currently validating the load balancer (ingress) replacement configuration that has demonstrated stable behavior in our evaluation environment. Before deploying this change to production, we are expanding test coverage to confirm: - stable and correct client certificate forwarding - no regression in device communication, monitoring, or task execution We will update this status page once these validations reach a clear conclusion, including confirmation of deployment readiness.

7. identified Mar 06, 2026, 03:12 PM UTC

   Service Stability Status For more than 4 consecutive weeks, no instances of unstable device communication caused by client certificate handling have been observed in the EU production environment. With the temporary operational measures and ongoing monitoring in place, the service continues to maintain a stable state. Validation Progress As part of validating the effectiveness of the permanent fix, we are conducting verification from the following perspectives: - Stability of client certificate forwarding under high connection volumes - No adverse impact on device communication, monitoring functionality, or DM task execution These validations have now entered the final confirmation phase, with the goal of ensuring safe deployment to the production environment. Next Update Once validation is complete and a determination can be made regarding deployment to the production environment, we will provide an update on this status page.

8. monitoring Mar 24, 2026, 10:31 AM UTC

   Service Stability Status We have completed the deployment of the permanent fix addressing the client certificate handling issue in the EU production environment. Following the deployment, the service has remained stable with no recurrence of unstable device communication.

9. monitoring Apr 01, 2026, 05:09 AM UTC

   Since the deployment of the permanent fix, no instances of unstable device communication caused by client certificate handling have been observed in the EU production environment. The service is currently operating stably, and we continue to monitor the situation to ensure sustained stability.

10. monitoring Apr 09, 2026, 06:24 AM UTC

    Service Stability Status No instances of unstable device communication have been observed in the EU production environment for 2 weeks following the release of the permanent fix. The service continues to operate stably with ongoing monitoring.

11. monitoring Apr 16, 2026, 10:07 AM UTC

    Service Stability Status No instances of unstable device communication have been observed in the EU production environment for 3 weeks following the release of the permanent fix. The service continues to operate stably with ongoing monitoring.

12. resolved Apr 24, 2026, 06:24 AM UTC

    Following the deployment of the fix, monitoring has been completed. The service remained stable throughout the monitoring period, with no recurrence of the issue observed.

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Started Nov 11, 2024, 05:16 PM UTC· resolved Nov 11, 2024, 05:16 PM UTC

1. resolved Nov 11, 2024, 05:16 PM UTC

   We had received alerts indicating the inaccessibility of the Device Management UI. The issue has already been restored. We will continue to investigate the root cause in the coming days.

Read the full incident report →