NetDocuments AU incident

Issues when loading folders or documents and the load does not complete.

Major Resolved View vendor source →

NetDocuments AU experienced a major incident on August 12, 2020 affecting Platform, lasting 2h 7m. The incident has been resolved; the full update timeline is below.

Started
Aug 12, 2020, 11:14 PM UTC
Resolved
Aug 13, 2020, 01:22 AM UTC
Duration
2h 7m
Detected by Pingoru
Aug 12, 2020, 11:14 PM UTC

Affected components

Platform

Update timeline

  1. investigating Aug 12, 2020, 11:14 PM UTC

    We are aware of an issue that a subset of users is experiencing when loading folders or documents. We are investigating. If you are experiencing difficulty please contact support via the portal or by phone. https://support.netdocuments.com/hc/en-us/requests/new?ticket_form_id=360000031912 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 Aug 12, 2020, 11:52 PM UTC

    We have identified the issue and we are implementing a fix and will update when this is complete. If you are experiencing difficulty please contact support via the portal or by phone. https://support.netdocuments.com/hc/en-us/requests/new?ticket_form_id=360000031912 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 Aug 13, 2020, 12:49 AM UTC

    We have corrected the issue and we are monitoring. Please log out and log back in should you still be having a problem and if you are still experiencing difficulty please contact support via the portal or by phone. https://support.netdocuments.com/hc/en-us/requests/new?ticket_form_id=360000031912 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 Aug 13, 2020, 01:22 AM UTC

    This incident has been resolved and the service is operating normally for more than 30 minutes now. Our apologies for any inconvenience during this incident. If you are still experiencing issues, please restart your browser and if you still have a problem, please contact support via the portal or by phone. Portal: https://support.netdocuments.com/hc/en-us/requests/new?ticket_form_id=360000031912 AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)