Service Disruption - US Service
Affected: Platform
NetDocuments US Outage History
NetDocuments US is up right nowNetDocuments US had 18 outages in the last 2 years totaling 232h 18m of downtime — averaging 0.7 incidents per month.
There were 18 NetDocuments US outages since July 10, 2024 totaling 232h 18m of downtime. Each is summarised below — incident details, duration, and resolution information.
Service Disruption
Affected: Platform
Timeline · 4 updates
- investigating May 08, 2026, 11:10 PM UTC
We are currently investigating an issue affecting the US Service. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- investigating May 08, 2026, 11:39 PM UTC
We are continuing to investigate an issue affecting the US Service. Users are able to login but may experience intermittent slowness and problems interacting with documents through ndOffice. Opening documents via Office for the web or downloading documents directly should be functioning normally. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- monitoring May 09, 2026, 12:06 AM UTC
We have remediated the issue with the US Service. The Service response has returned to normal. If you have any questions we can assist with, please contact Support via the portal: https://support.netdocuments.com/
- resolved May 09, 2026, 01:12 AM UTC
The issue with the US Service is resolved. If you have any questions we can assist with, please contact Support via the portal: https://support.netdocuments.com/
PatternBuilder 500 Error
Affected: PatternBuilder
Timeline · 5 updates
- investigating Apr 27, 2026, 02:04 PM UTC
We are investigating an issue causing a 500 error when loading a PatternBuilder app. Updates will be posted here as the investigation progresses. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- identified Apr 27, 2026, 02:08 PM UTC
We have identified an issue causing a 500 error when loading a PatternBuilder app. Updates will be posted here as the investigation progresses. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Apr 27, 2026, 02:19 PM UTC
A fix has been implemented and verified to resolve the 500 errors. PatternBuilder is confirmed working. We will continue to provide updates as monitoring continues If you are still experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Apr 27, 2026, 02:51 PM UTC
The issue affecting PatternBuilder has been fully resolved. Access to PatterBuilder apps is now functioning normally. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/
- resolved Apr 27, 2026, 02:52 PM UTC
This incident has been resolved.
Performance Metrics Not Loading
Timeline · 2 updates
- monitoring Feb 25, 2026, 02:50 PM UTC
The provider of this Status Page is experiencing difficulty with the service that populates data in the Response Time and Transaction graphs below. NetDocuments has reported the issue to them and they are investigating. Thank you for your patience.
- resolved Feb 27, 2026, 03:35 PM UTC
This incident has been resolved.
Server Error
Affected: Platform
Timeline · 3 updates
- investigating Feb 18, 2026, 08:57 PM UTC
We are currently investigating a potential issue with the US Service. Users may receive an error message when attempting to login to the Service. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Feb 18, 2026, 09:37 PM UTC
We have identified an issue impacting the US Service and have taken action to fully remediate. The Service response is returning to expected performance. We are continuing to monitor the situation closely and will provide updates to this post if the situation changes. If you are still experiencing difficulty, and need to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- resolved Feb 19, 2026, 04:21 AM UTC
At this time, we are updating the status of the trust site posting to Resolved as the Service response has remained at typical levels, and all aspects of the Service are functioning normally. Additionally, during the Emergency Maintenance window, we were able rapidly deploy enhancements to the impacted subsystem to further its resiliency. The work completed with no disruption of the Service and the full time-window forecast was not required. We will continue to provide updates through Support Cases and other direct communications in the coming days. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/
Service Impact
Affected: Platform
Timeline · 10 updates
Document access issues
Affected: Platform
Timeline · 4 updates
- investigating Nov 10, 2025, 08:06 PM UTC
We are investigating an issue with document access in the US Service region that is impacting some customers ability to upload or download documents. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- identified Nov 10, 2025, 08:35 PM UTC
We have identified the issue with document access in the US Service region that is impacting some customers' ability to upload or download documents and are currently taking action to remediate the symptoms. We will continue to provide updates to this post as the issue is investigated further. We anticipate the next update to be within the next 30 minutes. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Nov 10, 2025, 09:28 PM UTC
We have remediated the issue with document access in the US Service region that was impacting some customers' ability to upload or download documents. We are continuing to monitor the situation closely and will provide further updates to this post if anything changes. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/
- resolved Nov 10, 2025, 10:30 PM UTC
The issue with document access in the US Service region that was impacting some customers' ability to upload or download documents is now resolved. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/
Microsoft Azure disruption
Affected: Platform
Timeline · 3 updates
- identified Oct 29, 2025, 06:11 PM UTC
We aware of an ongoing issue with Microsoft Azure. They have posted an impacting event on their status page that is actively being investigated in the US. Details can be found here: https://azure.status.microsoft/en-us/status As a result of the Microsoft impact, NetDocuments customers may experience problems with some components in their application. Possible impacts may include: PatternBuilder - Admin Apps Tab PatternBuilder - Word Add-in M365 Outlook Add-In M365 Word Add-In Chatlink SetBuilder We will continue to provide updates to this post as the Microsoft incident is updated.
- monitoring Oct 29, 2025, 09:55 PM UTC
Update: Our internal testing of the issue with Azure is indicating improved functionality of the features impacted by the Microsoft outage. Because their remediation will take time to fully propagate through Azure it is possible some customers may still be experiencing issues. Full DNS resolution for the issue may take up to 24 hours. Many NetDocuments customers, however, are already reporting all components have returned to normal operation. Again, the latest detail of their issue can be found here: https://azure.status.microsoft/en-us/status We will continue monitoring this situation closely and post additional updates here if anything changes.
- resolved Oct 30, 2025, 04:19 PM UTC
Microsoft has resolved their issue with Azure and internal testing shows all NetDocuments applications are functional at this time. Details of Microsoft Azure status can be found here: https://azure.status.microsoft/en-us/status
Slow Response Times
Affected: PlatformIndexing
Timeline · 3 updates
- identified Oct 27, 2025, 08:25 PM UTC
We have identified an issue with performance in the US Service region and are currently taking action to remediate. A limited subset of users may experience general slowness when navigating to workspaces, empty workspaces, or the inability to check documents in or out. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Oct 27, 2025, 09:09 PM UTC
We have remediated the issue with performance in the US Service region that was affecting a limited subset of customers. Users that were experiencing issues when searching or navigating to workspaces should see response times returning to normal levels. Document searching may remain affected for documents uploaded in the last 90 minutes as those are still being indexed. We will provide additional relevant updates to this post as we monitor the remediation put in place if anything changes. If you are continuing to experience difficulty, and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/
- resolved Oct 30, 2025, 04:24 PM UTC
At this time, all documents that were uploaded during the Service disruption have been fully processed and the system is performing as expected. If you are unable to find documents uploaded during that time in their proper locations, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/ or reply to your currently open Case.
US Service Update
Affected: Platform
Timeline · 1 update
- resolved Oct 19, 2025, 08:29 PM UTC
We received reports of a limited issue affecting approximately 20 customers within the US Service. Impacted users experienced difficulties accessing documents through the web, including when using co-authoring, editing, or sending documents to integrated third-party applications. We believe we have remedied the issue and are conducting follow-up calls to confirm that service has fully returned to normal for each impacted customer. This issue was isolated and unrelated to last week’s disruption. If you are continuing to experience any difficulty, please contact Support via the portal: https://support.netdocuments.com/
Slow response times for some users
Affected: Platform
Timeline · 2 updates
- investigating Oct 06, 2025, 08:03 PM UTC
We are currently investigating a potential issue with the US Service. Users may experience general slowness or errors related to problems with communications when checking documents in and out or uploading and downloading. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- resolved Oct 07, 2025, 04:57 AM UTC
The incident with the US Service has been resolved. If you need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/
PatternBuilder & AI Assistant Disruption
Affected: PlatformPatternBuilder
Timeline · 4 updates
- investigating Sep 03, 2025, 03:05 PM UTC
We are currently investigating an issue with the Patternbuilder and AI Assistant products in the US Service. Users may experience the inability to leverage these tools at this time. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- investigating Sep 03, 2025, 03:22 PM UTC
Update - this issue appears to be broader in impact. The following components are currently affected and are being actively investigated: PatternBuidler, DataTables, Assistant, m365 Outlook, Admin Apps, Email Service, Metering, Editing Tool, Usage Logging We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Sep 03, 2025, 03:53 PM UTC
We believe we have remediated the issue impacting the NetDocuments Service in the US region. We are monitoring the remediation at this time and will update in 30 minutes if the recovery persists. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- resolved Sep 03, 2025, 04:20 PM UTC
At this time, the issue impacting the NetDocuments Service in the US region is resolved. If you are experiencing continued difficulty, please contact Support via the portal: https://support.netdocuments.com/
Mass Export Utility
Affected: Mass Export Utility
Timeline · 2 updates
- identified Jul 09, 2025, 06:40 PM UTC
We have identified an issue impacting a limited number of customers using the Mass Export Utility. Currently, users will experience an error when logging in to the utility and will be unable to use it to export documents. As a workaround, files are able to be downloaded via the web UI. Remediation is expected to be live tomorrow, July 10th. If you require immediate assistance with critical export jobs, please contact our Support Team via the portal at https://support.netdocuments.com.
- resolved Jul 10, 2025, 05:30 AM UTC
The issue impacting a limited number of customers using the Mass Export Utility has now been resolved. Users should once again be able to successfully use the utility to export documents. If you are experiencing continued difficulty, please contact Support via the portal: https://support.netdocuments.com.
Customer Support Phone Issues
Affected: Platform
Timeline · 2 updates
- identified Jun 12, 2025, 08:09 PM UTC
NetDocuments Support is currently experiencing issues with our Support phone system provider. The third-party provider for this service is actively working on restoring the functionality. The NetDocuments Service is not affected by this issue. If you need assistance from NetDocuments Support currently, please open a Support Case on our Support Portal: https://support.netdocuments.com We will continue to update this message as more details are available.
- resolved Jun 12, 2025, 08:37 PM UTC
The issue with the NetDocuments Customer Support phone service has been resolved and we are now successfully making and receiving calls. If you need assistance from NetDocuments Support currently, you are welcome to call once again or you may open a Support Case on our Support Portal: https://support.netdocuments.com Thank you for your patience.
Indexing Delay - US
Affected: Indexing
Timeline · 4 updates
- investigating Mar 10, 2025, 03:35 PM UTC
We are Investigating an issue with indexing in the US Service. The queue processing times are currently experiencing a delay and steps are being taken to accelerate the processing of jobs. If you are experiencing difficulty, please contact Support via the portal to log your Support case https://support.netdocuments.com/
- identified Mar 10, 2025, 04:06 PM UTC
We have identified an issue with indexing in the US Service. The queue processing times are currently experiencing a delay and steps have been taken to accelerate the processing of jobs. If you are experiencing difficulty, please contact Support via the portal to log your Support case https://support.netdocuments.com/
- monitoring Mar 10, 2025, 04:41 PM UTC
The US Indexing queues are caught up. Documents uploaded during this time will now show in their expected location and new uploads will be processed as expected. We are monitoring the queues closely and will update this post again if any reoccurrences of the problem are found. If you are still experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- resolved Mar 10, 2025, 06:52 PM UTC
The issue affecting the US Indexing queues has now been resolved. While there may still be some time needed for import jobs to be completed, search and indexing performance are now at expected levels and have been for some time. If you are still experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
Indexing Delay - US Service
Affected: Indexing
Timeline · 4 updates
- identified Feb 17, 2025, 02:16 PM UTC
We have identified an issue with indexing in the US service. The queues are currently backed up and steps are being taken to accelerate the processing of jobs. If you are experiencing difficulty, please contact Support via the portal to log your Support case.
- identified Feb 17, 2025, 03:35 PM UTC
Delays continue with indexing documents. We have taken steps to accelerate the processing of jobs. Documents are uploading successfully and will show in their expected locations once they are indexed. We will continue to provide updates as the indexing queue continues to process.
- monitoring Feb 17, 2025, 04:40 PM UTC
The US Indexing queues are caught up. Documents uploaded during this time will now show in their expected location and new uploads will be processed as expected. We are monitoring the queues closely and will update this post again if any reoccurrences of the problem are found. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- resolved Feb 17, 2025, 09:38 PM UTC
The delay in indexing has been resolved. If you are continuing to experience a delay, please contact Support via the portal: https://support.netdocuments.com/
Applications Service Disruption
Affected: Platform
Timeline · 4 updates
- identified Jul 18, 2024, 10:56 PM UTC
We are currently investigating an issue with PatternBuilder Max in the US region. Users are currently unable to utilize PatternBuilder Max due to a disruption to one of our third-party technology partners. We have engaged that partner for Support and are actively working on a resolution. Note: This only impacts PatternBuilder Max. All other aspects of the Service are functioning as expected. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- identified Jul 19, 2024, 12:15 AM UTC
We have identified an issue that impacts several of our applications in the US region. Users are currently unable to utilize these applications due to an outage with one of our third-party technology partners, Microsoft. We have engaged them for Support and are actively working on a resolution. Note: This only impacts the following applications: PatternBuilder Max PatternBuilder SetBuilder Microsoft Teams addin M365 addins (Word, Outlook, etc) Cloud Folder Mapping EMS eSign SmartView Highlights All other aspects of the Service are functioning as expected. We will continue to provide updates to this post as more information is availible. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Jul 19, 2024, 03:04 AM UTC
Microsoft has resolved the issue that affected the availability of our applications in the US Service. Internal testing has been successful and we will continue to monitor the applications for any reoccurrence. Note: This only impacted the following applications: PatternBuilder Max PatternBuilder SetBuilder Microsoft Teams addin M365 addins (Word, Outlook, etc) Cloud Folder Mapping EMS eSign SmartView Highlights If you continue to experience any issues with the availability of these affected applications, please contact Support via the portal: https://support.netdocuments.com/
- resolved Jul 19, 2024, 03:36 AM UTC
The issue that impacted several of our applications in the US Service is now resolved. Note: This only impacted the following applications: PatternBuilder Max PatternBuilder SetBuilder Microsoft Teams addin M365 addins (Word, Outlook, etc) Cloud Folder Mapping EMS eSign SmartView Highlights If you continue to experience these issues, please open a ticket with our Support team for further assistance. https://support.netdocuments.com/
Unable to open documents in Microsoft Office Online
Affected: Platform
Timeline · 4 updates
- investigating Jul 10, 2024, 04:35 PM UTC
We are currently investigating an issue with the US Service. Users are unable to open documents in Microsoft Office Online. Note: This only impacts opening documents in Microsoft Office Online. Checking out documents and opening them via the locally installed version of Microsoft Office is functioning normally. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/
- identified Jul 10, 2024, 04:59 PM UTC
We have identified the issue with the opening documents in Microsoft Office Online and are working towards a resolution. We will continue to provide updates to this post as more information is available. Note: This only impacts opening documents in Microsoft Office Online. Checking out documents and opening them via the locally installed version of Microsoft Office is functioning normally. If you are experiencing this issue, please contact Support via the portal: https://support.netdocuments.com/
- monitoring Jul 10, 2024, 05:29 PM UTC
The issue with opening documents in Microsoft Office Online is now resolved. We are continuing to monitor the affected functionality closely and will update this post again if any reoccurrences of the problem are found. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/
- resolved Jul 10, 2024, 07:49 PM UTC
The issue with opening documents in Microsoft Office Online is resolved. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/