SurePrep Outage History

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SurePrep had 13 outages in the last 2 years totaling 98h 27m of downtime — averaging 0.5 incidents per month.

There were 13 SurePrep outages since September 10, 2025 totaling 98h 27m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://taxprofessionals-status.hostedtax.thomsonreuters.com/

Notice August 28, 2026

Onvio Firm Management - US - Service Disruption

Detected by Pingoru
Aug 28, 2026, 01:16 PM UTC
Resolved
Aug 28, 2026, 08:23 PM UTC
Duration
7h 6m
Affected: Onvio Firm Management
Timeline · 5 updates
  1. investigating Aug 28, 2026, 01:16 PM UTC

    We have determined the issue causing customers to be unable to login to Onvio. We are working with the highest priority to resolve and restore the applications. We will provide another update as soon as we have more information.

  2. investigating Aug 28, 2026, 02:10 PM UTC

    The login issues affecting Onvio have been resolved. Customers may experience intermittent server errors while navigating the application, which we are actively investigating with the highest priority. We will provide another update as soon as we have more information.

  3. monitoring Aug 28, 2026, 04:02 PM UTC

    We are aware of a brief disruption in the ability to login and navigate. 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.

  4. monitoring Aug 28, 2026, 04:08 PM UTC

    .

  5. resolved Aug 28, 2026, 08:23 PM UTC

    Our metrics and internal testing continue to indicate Onvio remains in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.

Read the full incident report →

Minor August 18, 2026

Engagement Manager Server Error

Detected by Pingoru
Aug 18, 2026, 01:28 PM UTC
Resolved
Aug 18, 2026, 01:59 PM UTC
Duration
31m
Affected: Engagement ManagerGuided Assurance
Timeline · 2 updates
  1. investigating Aug 18, 2026, 01:28 PM UTC

    A Server error may occur when signing into Engagement Manager. Our Development teams have been notified and are currently working on the issue. Thank you for your patience while this issue is resolved.

  2. resolved Aug 18, 2026, 01:59 PM UTC

    Our metrics and internal testing continue to indicate Engagement Manager remain in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.

Read the full incident report →

Minor July 1, 2026

CoCounsel Tax, Audit & Accounting intermittent slowness/errors

Detected by Pingoru
Jul 01, 2026, 04:08 PM UTC
Resolved
Jul 01, 2026, 05:31 PM UTC
Duration
1h 23m
Affected: Core - Tax, Audit & AccountingReady to AdviseReady to Review
Timeline · 2 updates
  1. investigating Jul 01, 2026, 04:08 PM UTC

    CoCounsel Tax, Audit & Accounting Development teams have identified intermittent errors and slowness when accessing or using CoCounsel. There is not a current ETA for a resolution however CoCounsel Development teams are currently working to resolve these intermittent issues.

  2. resolved Jul 01, 2026, 05:31 PM UTC

    CoCounsel Development teams were able to resolve the slowness and/or errors that were intermittently occurring in CoCounsel. If issues persist, please contact Support for additional troubleshooting. Thank you for your patience.

Read the full incident report →

Notice June 2, 2026

Engagement Manager - Error Message - UK and US

Detected by Pingoru
Jun 02, 2026, 12:32 AM UTC
Resolved
May 31, 2026, 04:00 AM UTC
Duration
—
Timeline · 1 update
  1. resolved Jun 02, 2026, 12:32 AM UTC

    There was an outage of Engagement Manager that effected all firms on Sunday, May 31 from 12:00 AM until 5:30 PM ET. The outage also effected the UK region from 5/31/2026 until 6/1/2026 2:30PM GMT. In most cases, you would have seen a blank screen after the login screen, with a generic red banner that says, “Server error occurred.” The issue was resolved by installing updated certificates for specific servers.

Read the full incident report →

Minor May 27, 2026

Increased Latency / Degraded Performance

Detected by Pingoru
May 27, 2026, 03:31 PM UTC
Resolved
May 27, 2026, 05:53 PM UTC
Duration
2h 22m
Affected: Core - Tax, Audit & AccountingReady to AdviseReady to Review
Timeline · 3 updates
  1. investigating May 27, 2026, 03:31 PM UTC

    We are currently investigating reports of increased latency and slowness affecting some users within the product. Our team has identified that this degradation is attributable to an ongoing incident with one of our third-party infrastructure providers. Users may experience slower response times, delayed processing, or intermittent timeouts. We will provide an update within 30 minutes or sooner as new information becomes available. We apologize for the inconvenience and appreciate your patience.

  2. monitoring May 27, 2026, 04:28 PM UTC

    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.

  3. resolved May 27, 2026, 05:53 PM UTC

    Performance Restored to Normal The latency and performance degradation affecting our platform has been fully resolved. Our third-party service provider has confirmed that their incident has been mitigated and all systems are now operating normally. We have verified that performance on our end has returned to expected levels. If you continue to experience any issues, please don't hesitate to reach out to our support team.

Read the full incident report →

Critical April 27, 2026

CS Connect (Electronic Filing) - US - Service Disruption

Detected by Pingoru
Apr 27, 2026, 01:39 PM UTC
Resolved
Apr 28, 2026, 10:58 AM UTC
Duration
21h 18m
Affected: CS Connect/Electronic Filing
Timeline · 3 updates
  1. investigating Apr 27, 2026, 01:39 PM UTC

    Based on our internal monitoring, we are aware that some customers receive an error when attempting to make a CS Connect call via our CS Professional Suite products. You may experience slowness when opening and navigating the programs as well. We are currently working to restore services and will provide an update as soon as we have more information.

  2. monitoring Apr 27, 2026, 02:27 PM UTC

    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.

  3. resolved Apr 28, 2026, 10:58 AM UTC

    Our metrics and internal testing continue to indicate the ability to access CS Connect remain in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.

Read the full incident report →

Minor March 12, 2026

Issue in Conversations

Detected by Pingoru
Mar 12, 2026, 03:22 PM UTC
Resolved
Mar 13, 2026, 04:26 PM UTC
Duration
1d 1h
Affected: Core - Tax, Audit & Accounting
Timeline · 3 updates
  1. investigating Mar 12, 2026, 03:22 PM UTC

    We’re currently seeing issues with Conversations. Our technical teams are investigating and working to restore normal service as quickly as possible. Thank you for your patience while this is investigated.

  2. monitoring Mar 12, 2026, 04:53 PM UTC

    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.

  3. resolved Mar 13, 2026, 04:26 PM UTC

    CoCounsel Development teams have confirmed the resolution regarding the issue in Conversations. Thank you again for your patience.

Read the full incident report →

Minor December 4, 2025

CoCounsel Completing Conversations

Detected by Pingoru
Dec 04, 2025, 04:52 PM UTC
Resolved
Dec 04, 2025, 10:33 PM UTC
Duration
5h 40m
Affected: Core - Tax, Audit & AccountingReady to Advise
Timeline · 3 updates
  1. investigating Dec 04, 2025, 04:52 PM UTC

    We are currently experiencing issues with conversation completion in CoCounsel where conversations may take longer than expected to start or may time out unexpectedly. Our teams are actively working on a fix to resolve this issue.

  2. monitoring Dec 04, 2025, 08:55 PM UTC

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

  3. resolved Dec 04, 2025, 10:33 PM UTC

    This incident has been resolved.

Read the full incident report →

Critical October 20, 2025

Customer Support and Technical Support - Phone System

Detected by Pingoru
Oct 20, 2025, 02:11 PM UTC
Resolved
Oct 20, 2025, 08:17 PM UTC
Duration
6h 6m
Affected: Customer Support
Timeline · 2 updates
  1. identified Oct 20, 2025, 02:11 PM UTC

    Due to a widespread issue with a third-party cloud service provider, we are experiencing technical difficulties with our phone system when calling our Technical Support or Customer Support teams. During this time, you may experience longer than normal wait times. Please utilize other channels to contact Support until this is fully resolved. We will provide updates as new information becomes available.

  2. resolved Oct 20, 2025, 08:17 PM UTC

    Based on restoration from a third-party cloud service provider, we are now successfully receiving calls via our phone system. We appreciate your patience as we work through our backlog.

Read the full incident report →

Major October 20, 2025

Multiple services - intermittent issues

Detected by Pingoru
Oct 20, 2025, 11:20 AM UTC
Resolved
Oct 21, 2025, 12:01 AM UTC
Duration
12h 41m
Affected: Checkpoint ResearchConfirmation.comCS Connect/Electronic FilingEngagement ManagerGoFileRoomGuided AssuranceNetClient CSNetFirm CSOnvio Firm ManagementVirtual Office CS / SaaSSurePrep FileRoom
Timeline · 4 updates
  1. monitoring Oct 20, 2025, 11:20 AM UTC

    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.

  2. monitoring Oct 20, 2025, 12:36 PM UTC

    We are continuing to monitor for any further issues.

  3. monitoring Oct 20, 2025, 07:21 PM UTC

    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.

  4. resolved Oct 21, 2025, 12:01 AM UTC

    Our metrics and internal testing continue to indicate all applications remain in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.

Read the full incident report →

Notice September 16, 2025

SurePrep – Login Access Issue

Detected by Pingoru
Sep 16, 2025, 03:23 PM UTC
Resolved
Sep 16, 2025, 09:03 PM UTC
Duration
5h 40m
Affected: SurePrep FileRoomSurePrep SPbinder
Timeline · 3 updates
  1. investigating Sep 16, 2025, 03:23 PM UTC

    We are aware that some customers cannot login to SurePrep or are receiving errors when trying to access FileRoom within SurePrep. We are currently working to restore services and will provide an update as soon as we have more information.

  2. monitoring Sep 16, 2025, 03:43 PM UTC

    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.

  3. resolved Sep 16, 2025, 09:03 PM UTC

    Our metrics and internal testing continue to indicate the ability to login to SurePrep and access FileRoom within SurePrep remains in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.

Read the full incident report →

Notice September 16, 2025

Virtual Office CS/Software as a Service - US

Detected by Pingoru
Sep 16, 2025, 02:52 PM UTC
Resolved
Sep 16, 2025, 09:02 PM UTC
Duration
6h 10m
Affected: Virtual Office CS / SaaS
Timeline · 4 updates
  1. investigating Sep 16, 2025, 02:52 PM UTC

    Based on our internal monitoring, we are aware that some customers cannot login to Virtual Office CS, Software as a Service, NetFirm CS, or NetClient CS and are receiving an "Unknown Login Failure" message. We are currently working to restore services and will provide an update as soon as we have more information.

  2. identified Sep 16, 2025, 04:15 PM UTC

    While NetFirm CS and NetClient CS logins are now succeeding, some users may still be experiencing slowness with launching Virtual Office CS and other Software as a Service applications. We have identified the root cause and our teams are working with the highest priority to fully restore performance. We’ll provide another update as soon as we have more information.

  3. monitoring Sep 16, 2025, 04:59 PM UTC

    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.

  4. resolved Sep 16, 2025, 09:02 PM UTC

    Our metrics and internal testing continue to indicate the ability to login to Virtual Office and Software as a Service remain in a healthy state. In addition, no new customer contacts have been received that are associated with this issue. Given this, we will move this incident to resolved status.

Read the full incident report →

Minor September 10, 2025

CoCounsel Invitation Email Issue

Detected by Pingoru
Sep 10, 2025, 06:05 PM UTC
Resolved
Sep 10, 2025, 10:25 PM UTC
Duration
4h 20m
Affected: Core - Tax, Audit & Accounting
Timeline · 3 updates
  1. identified Sep 10, 2025, 06:05 PM UTC

    Reports are confirmed that Invitation emails from CoCounsel have been impacted due to an issue from an email provider. A resolution is estimated by end of the day as CoCounsel Development teams are currently working on resolving this issue.

  2. identified Sep 10, 2025, 06:42 PM UTC

    We are continuing to work on a fix for this issue.

  3. resolved Sep 10, 2025, 10:25 PM UTC

    We have successfully resolved the email delivery issue that was affecting invitation emails. Going forward, login and invitation emails will be sent from our CoCounsel email address ([email protected]).

Read the full incident report →