Mural Exports

Incident Summary

On April 28, 2025, beginning at approximately 19:00 CET, Mural users experienced an inability to export murals in PDF and PNG formats. Our team declared an official incident at 20:35 CET and resolved the issue at 21:35 CET by releasing a hotfix.

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Timeline

• 19:00 CET: A scheduled software release was deployed
• Shortly after 19:00 CET: Customers began to experience issues exporting murals and contacting our Customer Support team
• 20:35 CET: Our team declared an incident and began active investigation
• 21:35 CET: The issue was identified and a software patch was deployed, restoring full export functionality
• 21:50 CET: We had confirmation from affected users that their exports were working correctly again, and closed the incident

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Root Cause

The issue with exports was traced to a defect introduced in our 19:00 CET software release. An unintentional change in the process of rendering mural content into PDFs resulted in exports failing.

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What We’re Doing Next

• Automated monitoring was in place for detecting these issues, but we have identified improvements we can make here
• Render and export functionality testing is being enhanced during deployments

We understand that the ability to export your murals is critical to your workflow. We sincerely apologize for any disruption this incident caused. Thank you for your patience and for trusting Mural. If you have further questions or concerns, please reach out to our support team at support@mural.co.