NetDocuments AU incident

Problems navigating to workspaces for some users

Minor Resolved View vendor source →

NetDocuments AU experienced a minor incident on April 13, 2020 affecting Platform, lasting 44m. The incident has been resolved; the full update timeline is below.

Started
Apr 13, 2020, 11:00 PM UTC
Resolved
Apr 13, 2020, 11:44 PM UTC
Duration
44m
Detected by Pingoru
Apr 13, 2020, 11:00 PM UTC

Affected components

Platform

Update timeline

  1. investigating Apr 13, 2020, 11:10 PM UTC

    We are currently investigating a report that some users are having issues when navigating to workspaces. An error relating to 'Could not find file 'c:\neserv\HSMClient.conf' is seen. We are working to understand and resolve the issue. If you are having difficulty please contact support via the portal https://support.netdocuments.com or 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. monitoring Apr 13, 2020, 11:18 PM UTC

    The problem has been identified and rectified and we will closely monitor this situation. If you are still having difficulty please contact support via the portal https://support.netdocuments.com or 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. resolved Apr 13, 2020, 11:44 PM UTC

    This incident has been monitored for 30 minutes and there has been no further occurrence. If you are still having difficulty please contact support via the portal https://support.netdocuments.com or AU customers call +61 2 8310 4319 EU customers call +44 2034.556770 US customers call 801-226-6882 or 866-NETDOCS (638-3627)