NetDocuments US experienced a minor incident on October 25, 2023 affecting Platform and Search, lasting 8h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 25, 2023, 05:58 PM UTC
NetDocuments is investigating a potential issue with slowness in the US Service. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- identified Oct 25, 2023, 06:30 PM UTC
NetDocuments has identified the cause of the slowness in the US Service. We are working on implementing a fix. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- identified Oct 25, 2023, 06:50 PM UTC
NetDocuments Operations teams continue to work on resolving the slowness in the US Service. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- identified Oct 25, 2023, 07:12 PM UTC
NetDocuments is continuing to work on a solution for the slowness in the US Service. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- identified Oct 25, 2023, 07:43 PM UTC
NetDocuments is continuing to work on a solution for the slowness in the US Service. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- monitoring Oct 25, 2023, 07:52 PM UTC
The US service has stabilized and operations have returned to normal performance. Our engineering team is continuing to monitor. If you continue to experience performance issues, please open a case at support.netdocuments.com for further assistance. If you need to urgently contact Technical Support via the phone, use the number closest to your region: US customers call 801-226-6882 or 866-NETDOCS (638-3627) EU customers call +44(0) 2034.556770 AU customers call +61 2 8310 4319
- identified Oct 25, 2023, 08:24 PM UTC
NetDocuments is continuing to work on a solution for the slowness in the US Service. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- identified Oct 25, 2023, 08:49 PM UTC
NetDocuments Operations teams continue to work on resolving the slowness in the US Service. 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/ US customers call 801-226-6882 or 866-NETDOCS (638-3627) AU customers call +61 2 8310 4319 EU customers call +44 2034.556770
- identified Oct 25, 2023, 09:31 PM UTC
NetDocuments is continuing to work on a solution for the slowness in the US Service. 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 online portal. https://support.netdocuments.com/
- identified Oct 25, 2023, 10:29 PM UTC
The performance of the NetDocuments US Service has returned to normal. Our Operations team will be performing additional maintenance activities over the next few hours to further stabilize the platform. It's possible some customers may experience slowness or login issues during this time. We will continue to provide updates as this issue is further diagnosed and resolved. The next scheduled update will be at 10:00 PM EDT. Thanks, The NetDocuments Team
- resolved Oct 26, 2023, 02:24 AM UTC
The incident with slowness in the US Service is now resolved. We have concluded the server optimization and maintenance. Our Operations will continue to monitor the situation closely and will update this post again if any reoccurrences of the problem are found. If you continue to experience these issues, please open a ticket with our Support team for further assistance. Log into support.netdocuments.com to submit a support request for your issue. However, if you need to urgently contact Technical Support via the phone use the number closest to your region: US customers call 801-226-6882 or 866-NETDOCS (638-3627) EU customers call +44(0) 2034.556770 AU customers call +61 2 8310 4319