NetDocuments AU incident

Authentication issues affecting some Netdocuments background tasks

Minor Resolved View vendor source →

NetDocuments AU experienced a minor incident on October 19, 2023 affecting Background Processing, lasting 9h. The incident has been resolved; the full update timeline is below.

Started
Oct 19, 2023, 07:01 AM UTC
Resolved
Oct 19, 2023, 04:01 PM UTC
Duration
9h
Detected by Pingoru
Oct 19, 2023, 07:01 AM UTC

Affected components

Background Processing

Update timeline

  1. identified Oct 19, 2023, 07:01 AM UTC

    Some customers have reported issues with ndLink, ndMirror and partner tools. This manifests in a failure to authenticate. Uploading the lookup table through the Admin portal is a workaround for updating matter tables while we work on this issue. The cause has been identified and we are working on a resolution. If you are still experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)

  2. identified Oct 19, 2023, 11:03 AM UTC

    Some customers have reported issues with ndLink, ndMirror and partner tools. This manifests in a failure to authenticate. Uploading the lookup table through the Admin portal is a workaround for updating matter tables while we work on this issue. We are continuing to work on a resolution to this issue. If you are still experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)

  3. monitoring Oct 19, 2023, 03:27 PM UTC

    A fix has been implemented and these applications are now able to authenticate. We will continue to monitor this closely. If you are still experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)

  4. resolved Oct 19, 2023, 04:01 PM UTC

    This incident is now resolved. If you are still experiencing difficulty, please contact support via the portal or by phone. https://support.netdocuments.com/ AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)