OnBase viewer operational issue - documents unavailable in CORE/GRS document viewer 2024-05-22

Update timeline

1. investigating May 22, 2024, 02:47 PM UTC

   The OnBase document viewer in CORE and GRS is having an operational issue and is not serving documents. We are also aware that OnBase itself may be unavailable. UIT team members are responding to this incident and will post updates here as recovery progresses. If you have questions about this incident, please contact Decision Support at [https://beav.es/datahelp](https://beav.es/datahelp).

2. monitoring May 22, 2024, 04:40 PM UTC

   We believe the issue is resolved. We are still actively monitoring the service.

3. resolved May 22, 2024, 04:47 PM UTC

   Between 7:31 AM PDT and 9:41 AM PDT on Wednesday, May 22, 2024 we experienced an operational issue with OnBase and the OnBase document viewer in CORE and GRS. The issue has been resolved and the services are operating normally.

4. investigating May 22, 2024, 05:44 PM UTC

   OnBase and the OnBase document viewer in CORE and GRS are having an operational issue again. UIT team members are responding to this incident and will post updates here as recovery progresses. If you have questions about this incident, please contact Decision Support at [https://beav.es/datahelp](https://beav.es/datahelp).

5. investigating May 22, 2024, 06:25 PM UTC

   UIT team members are currently on a call with the vendor (Hyland).

6. monitoring May 22, 2024, 07:05 PM UTC

   We believe the issue is resolved. We are still actively monitoring the service.

7. resolved May 22, 2024, 07:26 PM UTC

   Between 10:25 AM PDT and 12:02 PM PDT on Wednesday, May 22, 2024 we experienced an operational issue with OnBase and the OnBase document viewer in CORE and GRS. The issue has been resolved and the services are operating normally.