Builder Prime Outage History

Our service provider that handles image and PDF rendering is experiencing service degradation that is caused by a Google Cloud incident reported and tracked here: https://status.cloud.google.com/incidents/J5ia5t9p3g9Q5Wi7r8Ev We are looking at potential mitigations, particularly as it relates to being able to generate and execute contracts where the PDF rendering is failing as a result of this.

We've put a mitigation in place to allow contracts to generate and be sent for e-signature. The PDF previews may not render on your screen, and images may not be included in the PDFs themselves. We are closely monitoring this Google Cloud incident and considering other mitigations that we are able to make.

PDF rendering is happening on screen, but it is delayed. Our service provider is working on redirecting traffic to mitigate the Google issue.

Our email service provider is reporting some email sending delays. We are keeping a close watch on this and will switch to our backup provider if necessary.

We are working on this now and we believe we should have this resolved shortly, but will post back here soon with more updates.

We are currently experiencing an issue with our upstream email service provider where emails are sending slowly or failing to send. We are working with our provider to identify the problem, understand timeline for resolution, and consider workarounds that we have control over.

We are investigating degraded performance from our e-signature provider. We will update once we've identified the issue.

The issue is impacting only sending new documents for signature. Existing documents previously sent for esignature appear to be working normally. We are working directly with our service provider to identify the issue.

We are currently experiencing degraded performance with our Outlook integration.

We are currently investigating why payments are being presented as disconnected.

We have intermittent reports of issues loading the signatures window. We have reached out to the service provider and are working towards a resolution for those users.

Transactions are currently being impacted by a downstream outage in our payments provider's tokenization process. You will likely see payments declined and error messages regarding payments until the Cloudflare outage is resolved. We are closely monitoring the situation and will promptly notify you once transaction operations are back to normal.

We're getting reports of errors when attempting to e-sign contracts in the system. We are currently investigating and following up with our service provider. It seems to be sporadic for now, so we suggest to keep trying periodically while we work to get it back to 100%.

We continue to investigate, but have a potential workaround. The error presents itself as the session being expired within the e-sign window. It seems there may have been a change recently with our provider that requires 3rd party cookies to be enabled. Typically 3rd party cookies are disabled by default in private or incognito browsers. It is possible some users may have this disabled in their browsers using normal browsing sessions as well. If the browser settings are updated to allow 3rd party cookies on the site, the e-sign flow will work as normal.

We are currently investigating issues preventing new logins to the application

We are currently investigating an issue regarding syncing emails via the Outlook integration. We will update here shortly when we have found the solution.

We are currently investigating this issue.

We are currently investigating this issue.