NetDocuments US Outage History

Started Sep 23, 2026, 12:43 PM UTC· resolved Sep 28, 2026, 09:19 PM UTC

1. investigating Sep 23, 2026, 12:43 PM UTC

   We are currently investigating an issue affecting the US Service. Customers may experience slow navigation in the Service and may see errors checking documents in or out. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. investigating Sep 23, 2026, 01:34 PM UTC

   We are continuing investigating an issue affecting the US Service. Customers may experience intermittent slow navigation in the Service — including delays loading workspace summaries and homepage items — and may see errors checking documents in or out, including documents showing as locked. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. investigating Sep 23, 2026, 03:11 PM UTC

   We are continuing investigating an issue affecting the US Service. Customers have experienced intermittent slow navigation in the Service — including delays loading workspace summaries and homepage items — and may see errors checking documents in or out, including documents showing as locked. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. investigating Sep 23, 2026, 04:24 PM UTC

   We are continuing investigating an issue affecting the US Service. We have identified the area of the Service responsible for the problem but not reached root cause yet. We continue to see persistent slow navigation in the Service with intermittent failures loading workspace and homepage items. We are also seeing seeing errors checking documents in or out, including documents showing as locked. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. identified Sep 23, 2026, 05:38 PM UTC

   We have taken action to mitigate the issue impacting the US Service. We are seeing performance start to recover but the issue is still ongoing. While the system continues to recover there can still be slow navigation in the Service with intermittent failures loading workspace and homepage items along with the errors that have been present. Recovery is happening gradually, and we expect most functionality to continue improving over the coming hours. We will update this post again in the next couple of hours with further recovery progress. Using ndOffice to interact with documents has shown better performance and succuss rates than using the web directly. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

6. identified Sep 23, 2026, 10:06 PM UTC

   Response times and performance for the US Service have stabilized. We are monitoring the situation closely and performing additional work to restore full functionality. Part of this effort involves rebalancing work on an impacted database. While the rebalancing work is completed there are possible document accessibility issues on a subset of documents related to the document or workspace ID. It is possible if a document or workspace id is stored where the rebalancing maintenance work is actively being performed it will appear as temporarily inaccessible. However, it will return to normal accessibility and interaction as the rebalancing work concludes. We will update this post again in the next few hours with further recovery progress or as new information is available. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

7. monitoring Sep 24, 2026, 04:38 AM UTC

   Response times and performance for the US Service have remained stable. We continue to monitor the situation closely and the remaining work to restore full functionality will be completed in the overnight hours without the need for a declared Maintenance Window. We will update this post again at the start of the US business day on Thursday with resolution information. If you are experiencing any additional issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com

8. monitoring Sep 24, 2026, 12:12 PM UTC

   Response times and performance for the US Service have continued to remain stable. We have completed a system balance and are in the process of synchronizing documents IDs. We continue to monitor the situation closely as we perform the remaining work to restore full functionality. We will update this post as additional progress is made. If you are experiencing any additional issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com

9. monitoring Sep 24, 2026, 03:09 PM UTC

   We have completed the database rebalancing work. The remaining step is synchronizing document IDs. The majority of documents and workspaces are already available as expected, with a small percentage of this synchronization work remaining. We are actively refining time estimate and working to accelerate progress where possible. Currently we expect this to complete in the next 1-2 hours. Once synchronization is complete, we will begin restoring the remaining Service components that were throttled to support recovery, including background processing and API connected integrations. We recommend clearing your browser cache and forcing a page reload to ensure you're seeing the most current data from the Service. We will update this post again within the hour with further progress. If you are experiencing any additional issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com

10. monitoring Sep 24, 2026, 04:14 PM UTC

    The synchronization of document and workspace IDs has completed. We recommend clearing your browser cache and forcing a page reload to ensure you're seeing the most current data from the Service. We are now reactivating Service components that were throttled to support recovery, including background processing and API connected integrations. Background processing queues will have a backlog of jobs to work through as they process items submitted over the last 24 hours. Additionally, now that the sync work is complete it is possible some customers may see incomplete or duplicate workspaces. We are working to identify those workspaces proactively and will be able to address them via a script. We will continue to update this post again with additional information as it becomes available. If you are experiencing any additional issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com

11. monitoring Sep 24, 2026, 05:27 PM UTC

    All background processing queues and API connected integrations have been re-enabled. The Service continues to perform at expected levels. Background processing queues are quickly catching up and expected to return to typical processing times for all items within the next few hours. We recommend clearing your browser cache and forcing a page reload to ensure you're seeing the most current data from the Service as a first step if you do not see something you are expecting to. Remediation for the incomplete or duplicate workspaces is progressing. We anticipate that work will complete in the next few hours as well. We will continue to update this post again with additional information as it becomes available. If you are experiencing any additional issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com

12. monitoring Sep 24, 2026, 10:02 PM UTC

    At this time, nearly all recovery activities from the incident are complete. We recommend clearing your browser cache and forcing a page reload to ensure you're seeing the most current data from the Service as a first step if you do not see something you are expecting to. - All background processing queues and API connected integrations have been re-enabled and are operating at pre-incident levels. - Remediation for the incomplete or duplicate workspaces has completed. - The backlog of jobs for background processing has caught up for the majority of queues. Any remaining catchup is expected to complete overnight. If you are experiencing any additional issues or you are still not seeing something where you expect to, please contact Support via the portal: https://support.netdocuments.com

13. resolved Sep 28, 2026, 09:19 PM UTC

    The incident impacting the US Service has been resolved. We continue to work with a limited set of customers to ensure all workspace issues are fully remediated. If you are not actively engaged with Customer Support and you are still experiencing any issues, please contact us for further investigation: https://support.netdocuments.com Thank you, NetDocuments Support

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Started Sep 18, 2026, 03:56 PM UTC· resolved Sep 21, 2026, 04:30 PM UTC

1. investigating Sep 18, 2026, 03:56 PM UTC

   We are currently investigating an issue with Smartview document previews and file details failing to load in the US Service. All other features of the Service are functioning normally. Opening documents directly via the web or through ndOffice is the recommended workaround to view documents until the issue is resolved. We will continue to update this post as more information is available. If you are experiencing difficulty, please contact support via the portal to log your Support case. https://support.netdocuments.com/

2. monitoring Sep 19, 2026, 03:27 AM UTC

   We have remediated the issue affecting SmartView document previews in the US Service and are continuing to troubleshoot Azure connectivity with our third-party partners. We continue to monitor the situation closely and will provide further updates to this post if anything changes. If you are still experiencing issues or have further questions, please contact Support via the portal: https://support.netdocuments.com/

3. resolved Sep 21, 2026, 04:30 PM UTC

   The issue affecting SmartView document previews in the US Service has been resolved. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

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Started Jul 16, 2026, 10:45 AM UTC· resolved Jul 16, 2026, 12:32 PM UTC

1. identified Jul 16, 2026, 10:45 AM UTC

   We have identified an issue affecting M365 Outlook and Co-Author Login to be a global incident with a third-party provider. We are working with the third party on a resolution. As a workaround, please use ndOffice for saving and editing documents, which is not affected by this issue. 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/

2. monitoring Jul 16, 2026, 11:38 AM UTC

   The issue affecting M365 Outlook and Co-Author Login has been resolved, and we will continue to monitor closely. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. resolved Jul 16, 2026, 12:32 PM UTC

   The issue affecting M365 Outlook and Co-Author Login is resolved. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

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Started Jun 30, 2026, 07:58 PM UTC· resolved Jun 30, 2026, 08:33 PM UTC

1. investigating Jun 30, 2026, 07:58 PM UTC

   We are currently investigating an issue affecting the US Service. Some customers may experience a Navigation Error when browsing workspaces. 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/

2. monitoring Jun 30, 2026, 08:12 PM UTC

   We have remediated the issue impacting the US Service and causing the Navigation Error when browsing workspaces. We continue to monitor the situation closely and will provide further updates to this post if anything changes. If you are still experiencing issues or have further questions, please contact Support via the portal: https://support.netdocuments.com/

3. resolved Jun 30, 2026, 08:33 PM UTC

   The issue impacting the US Service and causing the Navigation Error when browsing workspaces has been resolved. If you are still experiencing issues or have further questions, please contact Support via the portal: https://support.netdocuments.com/

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Started May 19, 2026, 12:59 PM UTC· resolved May 19, 2026, 06:14 PM UTC

1. investigating May 19, 2026, 12:59 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/

2. investigating May 19, 2026, 01:29 PM UTC

   We are continuing to investigate 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/

3. investigating May 19, 2026, 02:09 PM UTC

   We are continuing to investigate an issue affecting the US Service response times. 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/

4. investigating May 19, 2026, 02:43 PM UTC

   We are continuing to investigate an issue affecting the US Service response times. 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/

5. investigating May 19, 2026, 03:30 PM UTC

   We are continuing to investigate an issue affecting the US Service response times. 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/

6. investigating May 19, 2026, 04:28 PM UTC

   We are continuing to investigate an issue affecting the US Service response times. 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/

7. monitoring May 19, 2026, 05:36 PM UTC

   We have identified the issue impacting the US Service response times. Response times have recovered and Service performance has returned to normal. We will continue to monitor the situation closely and provide updates to this post if anything changes. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

8. resolved May 19, 2026, 06:14 PM UTC

   We have resolved the issue impacting the US Service. Response times have recovered and Service performance has remained at normal levels. We will continue to monitor the situation closely and provide updates to this post if anything changes. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

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Started May 18, 2026, 09:42 PM UTC· resolved May 18, 2026, 11:12 PM UTC

1. investigating May 18, 2026, 09:42 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/

2. identified May 18, 2026, 10:06 PM UTC

   We are have identified the issue causing the disruption in the US Service and are working toward remediation. 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/

3. monitoring May 18, 2026, 10:43 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/

4. resolved May 18, 2026, 11:12 PM UTC

   The issue affecting the US service has been fully resolved. If you need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

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Started May 08, 2026, 11:10 PM UTC· resolved May 09, 2026, 01:12 AM UTC

1. 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/

2. 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/

3. 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/

4. 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/

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Started Apr 27, 2026, 02:04 PM UTC· resolved Apr 27, 2026, 02:52 PM UTC

1. 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/

2. 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/

3. 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/

4. 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/

5. resolved Apr 27, 2026, 02:52 PM UTC

   This incident has been resolved.

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Started Feb 25, 2026, 02:50 PM UTC· resolved Feb 27, 2026, 03:35 PM UTC

1. 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.

2. resolved Feb 27, 2026, 03:35 PM UTC

   This incident has been resolved.

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Started Feb 18, 2026, 08:57 PM UTC· resolved Feb 19, 2026, 04:21 AM UTC

1. 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/

2. 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/

3. 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/

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Started Feb 17, 2026, 02:54 PM UTC· resolved Feb 20, 2026, 03:42 PM UTC

1. identified Feb 17, 2026, 02:54 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.

2. resolved Feb 20, 2026, 03:42 PM UTC

   This incident has been resolved.

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Started Feb 02, 2026, 10:20 PM UTC· resolved Feb 13, 2026, 02:26 PM UTC

1. investigating Feb 02, 2026, 10:20 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.

2. resolved Feb 13, 2026, 02:26 PM UTC

   This incident has been resolved.

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Started Jan 02, 2026, 10:40 AM UTC· resolved Jan 02, 2026, 01:54 PM UTC

1. investigating Jan 02, 2026, 10:40 AM UTC

   We are currently investigating an issue affecting the US service that may impact the creation of new documents and containers, including workspaces. Editing existing documents is not affected at this time. Additional symptoms may occur intermittently while we continue our investigation. 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/

2. investigating Jan 02, 2026, 11:15 AM UTC

   Our investigation into the issue affecting the US service is ongoing. Creation of new documents and containers, including workspaces, will still be affected. Editing existing documents may be affected. Additional symptoms may occur intermittently while we continue our investigation. We will continue to provide updates 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/

3. investigating Jan 02, 2026, 11:51 AM UTC

   Our investigation into the issue affecting the US service is ongoing. There is no change to impact at this time. We will continue to provide updates as more information becomes available.

4. identified Jan 02, 2026, 12:17 PM UTC

   We have identified the cause of the issue affecting the US service and are actively working on remediation. We will continue to provide updates as remediation progresses. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. monitoring Jan 02, 2026, 12:56 PM UTC

   A fix has been implemented for the issue affecting the US service, and we are actively monitoring to ensure stability. Creation of new documents and containers, including workspaces, should now be functioning normally. Editing existing documents remained unaffected. We will continue to provide updates as monitoring continues. If you are still experiencing issues, please contact Support via the portal: https://support.netdocuments.com/

6. resolved Jan 02, 2026, 01:54 PM UTC

   The issue affecting the US service has been fully resolved. Creation of new documents and containers, including workspaces, is now functioning normally. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

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Started Dec 15, 2025, 01:10 PM UTC· resolved Dec 17, 2025, 12:46 AM UTC

1. investigating Dec 15, 2025, 01:10 PM UTC

   We are currently investigating a potential issue with the US Service. The database infrastructure became impacted after a change window. We have engaged our database vendor and are actively working to resolve the issue. During this time, some users may experience difficulty with searching for documents. Other symptoms may present themselves intermittently. 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/

2. identified Dec 15, 2025, 02:29 PM UTC

   We have identified an issue with the US Service. The database infrastructure became impacted after a change window. We have engaged our database vendor and are actively working to resolve the issue. During this time, some users may experience difficulty with searching for workspaces or documents. Other symptoms may present themselves intermittently. Several actions have been taken and some areas of the Service are seeing improved performance. Advanced Searching and Go To searching are still impacted. 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/

3. identified Dec 15, 2025, 03:16 PM UTC

   We are actively remediating the issue with the US Service. The database infrastructure became impacted after a change window. We have engaged our database vendor and are actively working to resolve the issue. During this time, some users may experience difficulty with searching for workspaces or using the Advanced Search page. Other symptoms may present themselves intermittently. The actions taken thus far have been effective and we are tracking progress as the work continues. Our current estimate for full recovery is approximately 90 minutes from now. That estimate is based on all the information currently available and may change if new information arises. 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/

4. identified Dec 15, 2025, 05:03 PM UTC

   We are still actively remediating the issue with the US Service. The database infrastructure became impacted after a change window. We have engaged our database vendor and are actively working to resolve the issue. During this time, some users may experience difficulty with searching for workspaces or using the Advanced Search page. Other symptoms may present themselves intermittently. From the work that has been completed, improvement is being observed in the performance of workspace searching and lookup table interactions, but full recovery across the platform has not yet been completely achieved. As a result, the previous estimate for recovery has been extended another 60 minutes. We will continue to provide updates to this post as remediation work continues. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. identified Dec 15, 2025, 06:21 PM UTC

   The work to remediate the issue with the US Service is continuing. While the actions taken today have not yet returned full functionality to the Service we are seeing some improvements in Service response. At this time, some users are experiencing difficulty with searching for workspaces or using the Advanced Search page. Other symptoms may present themselves intermittently. If you need to access a workspace, you can do so if you or a colleague have it in your Favorites, Recents, or if you have a direct link to the Workspace. Documents can be accessed on your local device by going to your Echo folder, if necessary. We will continue to provide updates to this post as remediation work continues. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

6. identified Dec 15, 2025, 08:05 PM UTC

   We are continuing to work closely with our database vendor to restore Lookup Table performance in the US region. At this time, some users are still experiencing difficulty with searching for workspaces or using the Advanced Search page or interacting with Lookup Tables. Other symptoms may present themselves intermittently. If you need to access a workspace, you can do so if you or a colleague have it in your Favorites, Recents, or if you have a direct link to the Workspace. Documents can be accessed on your local device by going to your Echo folder, if necessary. We will continue to provide updates to this post as remediation work continues. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

7. identified Dec 15, 2025, 11:12 PM UTC

   Update - We are continuing to work closely with our database vendor to restore Lookup Table performance in the US region. We are working on a more comprehensive update that we will post here within an hour. The current status is similar to the previous update, some users are still experiencing difficulty with searching for workspaces or using the Advanced Search page or interacting with Lookup Tables. Other symptoms may present themselves intermittently. If you need to access a workspace, you can do so if you or a colleague have it in your Favorites, Recents, or if you have a direct link to the Workspace. Documents can be accessed on your local device by going to your Echo folder, if necessary. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

8. identified Dec 16, 2025, 01:20 AM UTC

   Update – US Service database incident and current status We recognize that today’s disruption remains ongoing, and that earlier progress noted on our trust site did not persist or lead to full recovery. We apologize for the continued impact on your work and want to provide more detail about what is happening, how it relates to a prior incident, what we’re doing now, and mitigations that might be options for your team members. Summary of impact: In the US region • Workspace search, Advanced Search, and Lookup Table interactions are still degraded. • Some users may see intermittent errors or slow responses in other parts of the Service. • Direct access to content (for example via Favorites, Recents, direct workspace links, or Echo-synced documents on your local device) generally continues to work. How today’s issue started We deployed an upgrade to our Lookup Table database platform outside of business hours. This upgrade was part of our long-term plan to move from a NetDocuments patch to our database provider’s own permanent fix for a bug that previously affected the US Service. Despite having tested this upgrade extensively in our lab environment when it was applied to the US production cluster we experienced a disruption that meant: • Memory pressure within the cluster caused database nodes to become unresponsive and require repeated restarts. • As the cluster became unstable, our search and lookup indexes (including Full Text indexes and Lookup Table structures that power workspace search and Advanced Search) were affected. • Our cloud operations team deleted and rebuilt one of the Full Text index replicas and then recreated the replica, but indexing did not fully recover. As soon as we saw the impact to the cluster stability, we followed our protocol and rolled back the change to the previous database version. Why service did not fully recover after the rollback The rollback itself completed, but unexpectedly the cluster recovery process did not successfully complete across all nodes. How this relates to the earlier database incident Earlier this year, a bug in the Lookup Table database platform caused a serious disruption in the US Service. In response, we: • Deployed an application-level patch in our software that enforces query timeouts independently of the database configuration. Our application-level patch has remained effective and resilient. Today’s incident arose when we fulfilled our commitment to deploy the database provider’s permanent fix via a database upgrade. Both incidents involved unexpected behavior in our database layer. We’re working closely with the database providers’ engineering as part of our remediation efforts, and we’re reviewing our deployment and testing practices to help reduce the risk of recurrence. What we are doing now Our teams are working around the clock to restore full service. Specifically, we are: • Collaborating directly with senior engineers at the platform provider to pinpoint and remediate the memory and indexing behavior we saw after the upgrade. • Completing the rebuild and rebalance of the affected Full Text and Lookup Table indexes in the US cluster. • Carefully restarting web and API servers as indexes recover, while monitoring performance and error rates in real time. Because the remaining work is dominated by index recovery and validation, we are not publishing a precise time estimate for full restoration at this point. Previous estimates were based on the best information we had at the time, but as the incident evolved, they proved too optimistic. We will only provide an ETA when we have high confidence. What you can do in the meantime While we work to restore full search and lookup functionality*: • Team members will be able to access a workspace; you can often still do so from Favorites, Recents, or via a direct link to the workspace. Direct links can be sent from one team member to another as needed if they have access to the workspace. • Documents that have been synchronized locally via Echo can be accessed directly from your local Echo folder. Please ensure you and collaborators review final documents to ensure merging of updates. We will continue to post updates here as we make progress on index recovery and will also publish a full root cause analysis after the incident is fully resolved, including the specific actions we are taking in coordination with the database provider and within our own change and testing processes to reduce the risk of recurrence.

9. monitoring Dec 16, 2025, 05:23 AM UTC

   The Lookup Table issue that has been impacting the US Service is now stabilized. Searching, Workspace access, and all other functions are operating normally at this time. We are monitoring the situation closely for any further impacts. We are continuing the work with our database vendor to confirm the ultimate root cause and will share a detailed update explaining what occurred and the steps we are taking to prevent it from happening again. The incident on this page will remain in a Monitoring state, and we will update this post immediately if the situation changes. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/

10. resolved Dec 17, 2025, 12:46 AM UTC

    At this time, we are updating the status of the Trust Site posting to Resolved as Service response times have remained at typical levels, and all aspects of the Service are functioning normally. We will continue to provide updates through Support Cases, emails, 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/

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Started Nov 10, 2025, 08:06 PM UTC· resolved Nov 10, 2025, 10:30 PM UTC

1. 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/

2. 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/

3. 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/

4. 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/

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Started Oct 29, 2025, 06:11 PM UTC· resolved Oct 30, 2025, 04:19 PM UTC

1. 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.

2. 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.

3. 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

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Started Oct 27, 2025, 08:25 PM UTC· resolved Oct 30, 2025, 04:24 PM UTC

1. 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/

2. 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/

3. 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.

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Started Oct 19, 2025, 08:29 PM UTC· resolved Oct 19, 2025, 08:29 PM UTC

1. 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/

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Started Oct 15, 2025, 03:45 PM UTC· resolved Oct 17, 2025, 11:52 PM UTC

1. investigating Oct 15, 2025, 03:45 PM UTC

   We are currently investigating a potential issue with the US Service. Users may experience general slowness or the inability to interact with their documents through any NetDocuments apps. 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/

2. investigating Oct 15, 2025, 04:42 PM UTC

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to log a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. investigating Oct 15, 2025, 05:09 PM UTC

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to log a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. investigating Oct 15, 2025, 05:37 PM UTC

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to log a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. investigating Oct 15, 2025, 06:11 PM UTC

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to log a Support Case, please contact Support via the portal: https://support.netdocuments.com/

6. investigating Oct 15, 2025, 07:09 PM UTC

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. Our teams are working closely with technical experts from our database provider and are actively engaging to identify and remediate the issue. The problem we have identified is centered around the lookup table queries in our database environment, which is contributing to the experience customers are encountering. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

7. investigating Oct 15, 2025, 07:51 PM UTC

   We continue to actively troubleshoot the issue and our teams remain fully engaged in resolving it. We’ll provide our next update here within the next 75 minutes—or sooner if new details become available. We appreciate your continued patience and understanding. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

8. investigating Oct 15, 2025, 09:18 PM UTC

   Our team is continuing to troubleshoot the issue and working toward full stability. While we’ve seen some recovery, we’re still investigating the root cause and monitoring system behavior closely. We’ll share another update as soon as more information becomes available within the next 90 minutes or sooner. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

9. investigating Oct 15, 2025, 11:55 PM UTC

   Update: We are continuing to actively investigate this issue and have not yet confirmed a root cause or permanent resolution. The platform is currently stable, with normal Service response times and all features available. If you are still experiencing any issues, please contact Support via the NetDocuments Support Portal : https://support.netdocuments.com/ Because our investigation of the root cause is ongoing, we are maintaining Investigation status and continuing to monitor the platform closely to ensure sustained stability. We will provide another update as more information becomes available or if the situation changes.

10. monitoring Oct 16, 2025, 11:10 PM UTC

    The US Service response times have remained at typical levels today and all aspects of the Service are functioning normally at this time. This incident will remain open as we continue to monitor the situation closely. We’ll share another update here tomorrow or add additional information if anything further changes. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

11. resolved Oct 17, 2025, 11:52 PM UTC

    At this time, we are updating the status of the trust site posting to Resolved because Service response times have remained at typical levels, and all aspects of the Service are functioning normally. We will continue to provide updates through Support Cases, emails, 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/

Read the full incident report →

Started Oct 14, 2025, 04:11 PM UTC· resolved Oct 14, 2025, 10:08 PM UTC

1. investigating Oct 14, 2025, 04:11 PM UTC

   We are currently investigating a potential issue with the US Service. Users may experience issues when searching for documents, navigating workspaces, or having general slowness in response times. 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/

2. investigating Oct 14, 2025, 04:19 PM UTC

   We are continuing to investigate this issue.

3. investigating Oct 14, 2025, 04:47 PM UTC

   We are continuing to investigate an issue with the US Service. Users may experience issues when navigating the Service, searching for documents, or having general slowness in response times. 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/

4. investigating Oct 14, 2025, 05:46 PM UTC

   We are continuing to investigate the issue with the US Service. Users may experience issues when navigating the Service, searching for documents, or having general slowness in response times. 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/

5. investigating Oct 14, 2025, 06:50 PM UTC

   We are continuing to investigate an issue with the US Service. Users may experience issues when searching for documents, navigating workspaces, or having general slowness in response times from all NetDocuments apps. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

6. investigating Oct 14, 2025, 08:28 PM UTC

   We are continuing to investigate an issue with the US Service. Users may experience issues when searching for documents, navigating workspaces, or having general slowness in response times from all NetDocuments apps. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

7. monitoring Oct 14, 2025, 09:19 PM UTC

   Remediation is now in place to resolve the issue impacting the US Service. We are monitoring the remediation to ensure it is stable. Users may need to log out and back in to their NetDocuments Service in order to be returned to their expected performance levels. If you are still impacted, please reach out to our Support team via the portal: https://support.netdocuments.com/

8. resolved Oct 14, 2025, 10:08 PM UTC

   The issue impacting the US Service is now resolved. If you are still impacted, please reach out to our Support team via the portal: https://support.netdocuments.com/

Read the full incident report →

Started Oct 09, 2025, 08:19 PM UTC· resolved Oct 10, 2025, 07:17 AM UTC

1. identified Oct 09, 2025, 08:19 PM UTC

   We have identified an issue with performance in the US Service region and are currently taking action to remediate. Users may experience general slowness when navigating to 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, please contact Support via the portal: https://support.netdocuments.com/

2. monitoring Oct 09, 2025, 08:43 PM UTC

   We have identified the issue with performance in the US Service region and have taken action to remediate. Users experiencing general slowness when navigating to workspaces should begin seeing an improvement of that experience. Document searching remains affected as documents uploaded in the last 90 minutes are still processing. We will continue to provide updates to this post as we monitor the remediation put in place. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

3. resolved Oct 10, 2025, 07:17 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/

Read the full incident report →

Started Oct 06, 2025, 08:03 PM UTC· resolved Oct 07, 2025, 04:57 AM UTC

1. 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/

2. 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/

Read the full incident report →

Started Sep 03, 2025, 03:05 PM UTC· resolved Sep 03, 2025, 04:20 PM UTC

1. 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/

2. 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/

3. 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/

4. 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/

Read the full incident report →

Started Jul 09, 2025, 06:40 PM UTC· resolved Jul 10, 2025, 05:30 AM UTC

1. 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.

2. 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.

Read the full incident report →

Started Jul 08, 2025, 07:30 PM UTC· resolved Jul 08, 2025, 08:58 PM UTC

1. investigating Jul 08, 2025, 07:30 PM UTC

   We are currently investigating a potential issue with the US Service. Users may experience general slowness, workspaces not fully populating, 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, please contact Support via the portal: https://support.netdocuments.com/

2. investigating Jul 08, 2025, 07:30 PM UTC

   We are continuing to investigate this issue.

3. identified Jul 08, 2025, 07:57 PM UTC

   We have identified the issue with the US Service and are implementing a solution. Users may still be experiencing slowness with Search, Workspaces, or checking documents in or out. Once the solution has been implemented, we will send another update. If you have any questions, please reach out to our Support Team at https://support.netdocuments.com.

4. monitoring Jul 08, 2025, 08:16 PM UTC

   We have remediated the issue with performance in the US Service region at this time. Users experiencing general slowness when navigating to workspaces should begin seeing an improvement of that experience. Document searching remains affected as documents uploaded today 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, please contact Support via the portal: https://support.netdocuments.com/

5. resolved Jul 08, 2025, 08:58 PM UTC

   We have resolved the issue with performance in the US Service region. Users that experienced general slowness when navigating to workspaces or the inability to check documents in or out should now have the intended results. If you are experiencing continued difficulty, please contact Support via the portal: https://support.netdocuments.com/

Read the full incident report →