Hyland incident

(Status: Resolved) - Hyland Gov Cloud Customers are unable to access Thick client and configuration

Major Resolved View vendor source →

Hyland experienced a major incident on December 18, 2025 affecting Richmond, USA (RIC), lasting 18d 2h. The incident has been resolved; the full update timeline is below.

Started
Dec 18, 2025, 01:22 PM UTC
Resolved
Jan 05, 2026, 03:34 PM UTC
Duration
18d 2h
Detected by Pingoru
Dec 18, 2025, 01:22 PM UTC

Affected components

Richmond, USA (RIC)

Update timeline

  1. investigating Dec 18, 2025, 01:22 PM UTC

    Hyland is aware of Hyland Gov customers having issues with accessing Thick client and configuration. Hyland is engaged and investigating this issue with the highest priority. Additional details will be provided as they become available.

  2. identified Dec 18, 2025, 01:30 PM UTC

    Hyland has identified the cause of the issue affecting Hyland Gov Cloud customers accessing the Citrix Thick client and configuration. We are working on implementing a fix and mitigating the impact. We will continue to provide updates as progress is made. Thank you for your continued patience.

  3. identified Dec 18, 2025, 03:30 PM UTC

    Hyland has engaged Citrix Partner on implementing a fix and mitigating the impact. We will continue to provide updates as progress is made. Thank you for your continued patience.

  4. identified Dec 18, 2025, 07:41 PM UTC

    The issue has been identified as an upstream Citrix partner issue. Our partner is actively working on a fix. Hyland is monitoring the situation and will provide updates as they become available. Thank you for your continued patience.

  5. identified Dec 19, 2025, 08:54 AM UTC

    We are continuing to work on the ongoing issue and we shall revert back to you as soon as we have more updates.

  6. identified Dec 19, 2025, 05:14 PM UTC

    Our partner, Citrix, is actively working on a fix. Hyland is monitoring the situation and will provide updates as they become available. Thank you for your continued patience.

  7. identified Dec 19, 2025, 10:25 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/22 @11 AM EST, or sooner if there are any significant developments.

  8. identified Dec 22, 2025, 01:48 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/23 @11 AM EST, or sooner if there are any significant developments.

  9. identified Dec 23, 2025, 03:58 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/26 @11 AM EST, or sooner if there are any significant developments.

  10. identified Dec 26, 2025, 03:02 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/29 @11 AM EST, or sooner if there are any significant developments.

  11. identified Dec 29, 2025, 03:02 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/30 @11 AM EST, or sooner if there are any significant developments.

  12. identified Dec 30, 2025, 04:11 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/30 @4PM EST, or sooner if there are any significant developments.

  13. identified Dec 30, 2025, 09:05 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 12/31 @11AM EST, or sooner if there are any significant developments.

  14. identified Dec 31, 2025, 04:02 PM UTC

    Our partner, Citrix, is continuing to work internally to implement a fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 1/2/26 @11AM EST, or sooner if there are any significant developments.

  15. identified Jan 02, 2026, 03:06 PM UTC

    Our partner, Citrix, is making progress on the fix. Thank you for your patience and understanding throughout the incident. The next update will be provided on 1/5/26 @11AM EST, or sooner as they become available.

  16. monitoring Jan 02, 2026, 05:00 PM UTC

    Our partner, Citrix, has implemented a fix for the issue and we are currently monitoring the results to ensure full resolution. We will provide a final update once we confirm that the service is fully restored. Thank you for your patience and understanding throughout the incident.

  17. resolved Jan 05, 2026, 03:34 PM UTC

    Hyland has fully resolved the issue affecting Citrix. Systems are operating normally, and we are no longer observing any related errors or disruptions. We appreciate your patience and understanding while we worked to restore service. If you continue to experience any problems, please contact our first line of support.