We experienced an issue with Office file previews on 2025-06-25 from around 09:00 to 13:40. Our team has worked diligently to identify the root cause and implement a resolution. In this post-mortem, we want to share the details of what happened, why it happened, what we did to resolve it, and what we will do to prevent similar incidents in the future.
What happened?
We experienced an issue with office file previews, making the feature unavailable for all users.
Why did this happen?
A recent update of the license key used by our backend service responsible for the office previews did not work as expected, even though the same update has been working on our Staging environment.
What did we do?
We immediately investigated and identified that the updated license key was causing authentication failures in production. We got in contact with the service provider to solve the issue as quickly as possible.
What can we do to improve?
We identified the issue that lead to the discrepancy between production and staging environment and made sure this will not happen again in the future.
We apologize for any inconvenience this incident may have caused. We are committed to ensuring the stability and reliability of our services and will continue to take proactive measures to prevent similar incidents from happening in the future.
If you have any questions or concerns, please don't hesitate to reach out to our support team for assistance.