4/03/25 Update on Cyber Incident

4/03/2025 Update on Cyber Incident

We have been receiving your FLEX orders; however, our email server is currently delayed.  Your order may not appear in your online account yet, however, the orders are coming into us. Please call or chat with us if you need to reach us right away. Please use cs@acilab.com to email us.  Thank you! 

4/02/2025 Update on Cyber Incident

We have been receiving your FLEX orders; however, some are coming into a server that we temporarily set up during the cyber-attack.  We will be shutting down this server soon, and your orders will not be able to be submitted unless you shut down and restart your ACI Flex software.  The connection to the correct server will automatically be established once the software is restarted.

3/31/2025 Update on Cyber Incident

FLEX: If you know that you have uploaded an order, please be patient as they are coming in.  As an example, we just received an order today that was uploaded by a studio on 3/21, which was shortly after the cyber-attack.  The studio received a confirmation email of this order today.  Please be patient if you are waiting to receive a confirmation email. 

OrderPix: 

Email Marketing: Emails are queued to go out, just not sending immediately as there are many in the system currently sending.  

Color Corrected files:  Color correction work has been being completed, however the system is slowly uploading these to OrderPix. 

Customer LogIn:  The chosen image will show as a thumbnail on the bottom; however, larger image (higher resolution) that should populate, may show the filename only.  This will resolve as soon as the high res image has fully entered the system. Please be patient as these are uploading. 

Thumbnail Images: The thumbnails may not appear correctly as the Thumbnailer is currently backed up. This should be resolved by tomorrow morning.  

 

3/28/2025 Update on Cyber Incident

As of March 31st, marketing emails for OSP may be delayed but are queued and will go out shortly. 

On March 20^th, ACI and OrderPix were victims of a ransomware cyber-attack. The result of the attack was all our internet, web services, printing services and e-commerce systems going offline. As a result of the attack, ACI was forced to stop operations until all systems could be restored. Our IT department and other specialists have been working diligently to restore our systems so we could resume normal operations.

Unfortunately, the hackers had encrypted all our software that runs our entire lab.

As a result of that hard work and evaluation by our own IT Department and outside specialists, we were able to determine which parts of OrderPix were corrupted by the attack and deemed unusable.  Fortunately, some parts were left unaffected and available for restoring OrderPix.

The good news is, as of Friday, March 28^th OrderPix will resume normal operations.

Adding new projects:

As of March 28^th, you can begin setting up new projects and function normally. That means you can upload your data, print barcodes or QR Codes and accept orders from your customers in those projects.

Projects that were in OrderPix at the time of the attack:

Active projects are in place, but some high-res files are missing and require re-uploading the high-res files to fully restore those projects. How will those high-res files be restored?

ACI has uploaded high-res files that we have in our system which include:

• Project files that ordered green screen extractions, color correction, or retouching will be uploaded by ACI back into those projects and restored.
• Project files that were uploaded by ACI from Flow print orders will be uploaded by ACI into those projects and restored.
• Underclass Finishing Orders will also be uploaded by ACI into those projects and restored.

Unfortunately, studios who previously uploaded images directly into OrderPix projects will have to upload those files again as those high-res files are no longer available in those projects for shoppers to place orders.

How will you know which projects are affected and which images you need to re-upload high-res files for?

• ACI is providing you with a list of projects that have been affected along with a list of image files that need to be re-uploaded to that project.
• This list will also contain direct links to each of those OrderPix projects.
• Once in each project, a project that is missing high-res file will have an orange warning bar above the subject list.

Your OP projects still show images that are assigned to each subject. These are low-res files shoppers see while placing their order and now those images may now have orange borders. The orange border indicates that the high-res file(s) associated with subjects are missing from the project. Of course, the high-res files are required for orders to be processed, printed and completed. Bottom line is those high-res files need to be re uploaded into the project.

What do studios need to do now?

• In your list of projects, you’ll see an orange indicator which means that project requires file(s) to be uploaded again.
• Once you are in the subject list for a project, there will be an orange bar above the names list (see illustration) with a link Click here to see a list. 

• Select the link to see how many files are missing and the list of image files that need to be uploaded by the studio.

• Select the Add Image Files button to browse for files. This will take you to the upload page. Select your files and upload

• To refresh the list of Missing Images, go to Subjects > select the link again to refresh the list. The orange bar will go away once all images have been uploaded.

Other Questions and Answers

What’s happened with Batch and Individual Orders that have been placed but the high-res files were missing?

All Batch and Individual orders have been automatically placed into a ‘Holding Folder’ until the high-res files for those projects have been re-uploaded. Once all files have been uploaded for the batch or individual project, those orders will automatically be uploaded to ACI for processing and printing.

What happens to File Download Orders that have been placed where shoppers receive a message ‘No File Found’ and therefore no file has been sent to the shopper?

Once the high-res files have been uploaded into the OP project, those emails will automatically be sent to shoppers and completed.

How are File Download Slips being handled?

If a shopper received a File Download Slip, they’ve most likely been trying to access those files unsuccessfully. Once the high-res files have been uploaded, shoppers will be able to access those files. 

Can a studio still download Admin and Yearbook files?

Yes. Those files are created from low-res files which were not affected. Those service items and are still available in OrderPix.

We truly appreciate your patience, trust, and partnership during this time. Things are moving in the right direction, and we’re committed to seeing it through. If you have urgent questions, don’t hesitate to give us a call at 800-728-2722 or email cs@acilab.com, we’re here to help.

Thank you again for your continued support.

Mark Lane American Color Imaging Phone: 800-728-2722 x2114 www.acilab.com

 

3/26/2025 Update on Cyber Incident

We’re excited to share some encouraging progress.

The following systems are now operational:

• ACI Email 
• ACI FLEX (ROES / ROES Web)
• E-Sports
• ImageQuix / Captura / Blueprint / Workflow

Orders placed through these platforms are now being received and are actively moving into production, great news!

Next up for restoration:
We’re actively working to bring the following systems back online:

• OrderPix
• Event Proofs
• Design Studio
• Flow to DP2
• GotPhoto

Our IT team has been working tirelessly to get us where we are today, and we couldn’t be prouder of the incredible progress they’ve made.

With that momentum, we continue to work closely with our technical team and partners to fully restore all remaining services. We’ll keep you informed every step of the way.

Real time updates can be found here, which also includes helpful examples on how to communicate the issues with your customers. If you need assistance with messaging, this is a great place to start. 

We truly appreciate your patience, trust, and partnership during this time. Things are moving in the right direction, and we’re committed to seeing it through.

If you have urgent questions, don’t hesitate to give us a call at 800-728-2722, or email cs@acilab.com, or chat with us in the bottom right corner of this screen, we’re here to help.

Thank you again for your continued support.

 

Mark and Lisa Lane

Owners, American Color Imaging

800-728-2722

 

3/25/25 Update on Cyber Incident

A recent cyber incident affected our printing systems. Our team is actively working on restoring full functionality. We anticipate completing this process within the next few days.

What This Means for You

• Order Processing ACI: ACI ROES/FLEX CAN RECEIVE ORDERS. Please close your desktop Flex app and re-launch to see the redirect. Once we are back online, you will receive a confirmation email with the order number. 
• Order Processing BackgroudTown: We can receive orders, but they cannot be put into production at this time. Just like with ACI, treat this as a queue, orders placed will be processed and put into production as soon as we are back online.
• Communication: Our email is down, so we are unable to respond via email.

How to Reach Us

Although our email is down, you can still reach us by phone at: 800-728-2722 or you can also chat with us at https://help.acilab.com/hc/en-us.

What We’re Doing

• We are actively working with cybersecurity experts to restore our systems as quickly as possible.
• We will continue to provide updates via email, text, and on our social networks as we make progress.
• We have hired an external team to do a full forensic analysis and scrub the system to prevent future attacks. 

We understand the inconvenience this may cause and appreciate your patience and continued support as we are working diligently to ensure a secure and complete recovery.

Thank you for your understanding.