NetDocuments AU experienced a minor incident on February 23, 2022 affecting Platform, lasting 4h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 23, 2022, 03:45 AM UTC
We are currently investigating an issue with Smartview document previewing in the Australian region. All other features of the Service are functioning normally. Opening documents directly is the recommended workaround to view documents whilst we resolve this issue. We apologise for any inconvenience. If you wish to open a ticket please use the Support Portal https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case or you can call on AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- investigating Feb 23, 2022, 04:36 AM UTC
We are continuing our investigation into the Preview Issue and will update this posting as required. Please continue to open documents directly as a short-term workaround until the issue is resolved. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- investigating Feb 23, 2022, 05:10 AM UTC
We are continuing our investigation into the Preview Issue and will update this posting as required. Please continue to open documents directly as a short-term workaround until the issue is resolved. We apologise for any inconvenience. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- identified Feb 23, 2022, 05:41 AM UTC
Our teams have discovered the root cause behind the issue and are working to implement a solution. We will continue to update this post as we make progress. Please continue to open documents directly as a short-term workaround until the issue is resolved. We apologise for any inconvenience. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- identified Feb 23, 2022, 06:11 AM UTC
Our teams have discovered the root cause behind the issue and are working to implement a solution. We will continue to update this post as we make progress. Please continue to open documents directly as a short-term workaround until the issue is resolved. We apologise for any inconvenience. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- identified Feb 23, 2022, 06:41 AM UTC
We are continuing work on implementing the solution after identifying the root cause. We will continue to update this post as we make progress. Please continue to open documents directly as a short-term workaround until the issue is resolved. We apologise for any inconvenience. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- monitoring Feb 23, 2022, 07:12 AM UTC
We've resolved the Previewer Issue and the Service is back to a normal state. We will continue to monitor the situation. A Root Cause Analysis will be provided, and we apologise for any inconvenience. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)
- resolved Feb 23, 2022, 08:10 AM UTC
We've resolved the Previewer Issue and the Service continues to operate normally. A Root Cause Analysis will be provided, and we apologise for any inconvenience. If you are experiencing difficulty please contact support via the portal or by phone. https://netdocuments.force.com/NetDocumentsSupport/s/flow/Create_Customer_Case AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)