SurePrep Outage History

Our third-party service provider has begun remediation efforts and recovery is currently in progress. We are seeing early signs of improvement, however some users may continue to experience latency or slower than normal response times while the recovery is underway. Our engineering teams are actively monitoring system performance and will post a further update as soon as there is a meaningful change in status. Thank you for your patience.

We are aware of a brief disruption when attempting to make a CS Connect call via our CS Professional Suite products. The issue has been resolved and the functionality is restored. We will continue to monitor our internal metrics and customer contacts to confirm full resolution.

CoCounsel Development teams were able to resolve the issue in Conversations and will be monitoring for any reoccurrence. If the issue persists, please contact Support teams for additional troubleshooting. Thank you again for your patience.

A fix has been implemented and the issue has been mitigated as we are continuing to monitor while under validation.

Based on our monitoring checks and internal testing, we are aware that some users are experiencing issues when accessing certain Thomson Reuters solutions and services. We have determined these issues are being caused by a widespread third-party cloud service provider - affecting multiple customers, including us. Following escalation of the issues with the vendor, we are seeing recovery across our products, applications, and services, with access to several now fully restored. We continue to monitor, and we will provide updates as new information becomes available.

We are continuing to monitor for any further issues.

While our third-party cloud service provider is working on restoration, some of our applications are still being impacted and some users will be unable to login. We continue to monitor, and we will provide updates as new information becomes available.

We are aware of a brief disruption in the ability to login to SurePrep or receiving errors when trying to access FileRoom within SurePrep . The issue has been resolved and the login functionality is restored. We will continue to monitor our internal metrics and customer contacts to confirm full resolution.

We have restored the ability to login to Virtual Office CS or Software as a Service. We will continue to closely monitor our internal metrics and customer contacts to ensure the issue is fully resolved. We will continue to monitor the environment and will provide another update at end of business day.

Development teams have implemented a resolution and Conversations are returning without error. We will continue to monitor the status and update accordingly.

We have resolved the ability to download files that were uploaded between Saturday, July 26, 10:50 PM ET and Monday, July 28, 10:17 AM ET and all documents can be sent and received in NetFirm CS. We will continue to monitor our internal metrics and customer contacts to confirm full resolution.

We have tested and implemented a fix that restored all services in GoFileRoom and Engagement Manager. We are closely monitoring the changes and customer contacts to ensure the issue has been fully remediated. We will continue to provide you updates on the status of the environment. If you continue to experience issues, please clear cache and cookies in your browser then try again.