NetDocuments AU incident

Service Issue - Search and Navigation Delays

Minor Resolved View vendor source →

NetDocuments AU experienced a minor incident on September 14, 2022 affecting Platform, lasting 5h 49m. The incident has been resolved; the full update timeline is below.

Started
Sep 14, 2022, 12:00 AM UTC
Resolved
Sep 14, 2022, 05:49 AM UTC
Duration
5h 49m
Detected by Pingoru
Sep 14, 2022, 12:00 AM UTC

Affected components

Platform

Update timeline

  1. identified Sep 14, 2022, 01:03 AM UTC

    We have identified an issue with the NetDocuments AU Service that is affecting a limited number of customers searching for documents. Those experiencing the issue may see delays with documents appearing after upload, during search or when browsing to a workspace. We will continue to provide updates to this post as the issue is diagnosed and resolved. If you are 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 Sep 14, 2022, 02:25 AM UTC

    We are continuing to investigate the issue. We have identified the area of the problem and are working on remediation. We will continue to provide updates to this post as the issue is diagnosed and resolved. If you are 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. identified Sep 14, 2022, 04:18 AM UTC

    We are continuing remediation for this issue at this time. We will continue to provide updates to this post as the issue is diagnosed and resolved. If you are 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. monitoring Sep 14, 2022, 05:14 AM UTC

    Response times are returning to normal and we are monitoring for any further disruptions. We apologise for any inconvenience during this time. 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)

  5. resolved Sep 14, 2022, 05:49 AM UTC

    The incident with search issues has been resolved. We are continuing to monitor the situation closely and will update this post again if any reoccurrences of the problem are found. We apologise for any inconvenience. 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)