Thomson Reuters Legal incident

HighQ instances down or inaccessible

Critical Resolved View vendor source →

Thomson Reuters Legal experienced a critical incident on January 28, 2026 affecting APAC HiqhQ (Collaborate) and APAC HiqhQ (Publisher) and 1 more component, lasting 11h 42m. The incident has been resolved; the full update timeline is below.

Started
Jan 28, 2026, 12:25 PM UTC
Resolved
Jan 29, 2026, 12:08 AM UTC
Duration
11h 42m
Detected by Pingoru
Jan 28, 2026, 12:25 PM UTC

Affected components

APAC HiqhQ (Collaborate)APAC HiqhQ (Publisher)CAN HiqhQ (Collaborate)CAN HiqhQ (Publisher)EMEA HiqhQ (Collaborate)EMEA HiqhQ (Publisher)OFFSHORE HiqhQ (Collaborate)OFFSHORE HiqhQ (Publisher)UAE HiqhQ (Collaborate)UAE HiqhQ (Publisher)

Update timeline

  1. investigating Jan 28, 2026, 12:25 PM UTC

    HighQ is currently experiencing a major outage. This is currently under investigation

  2. investigating Jan 28, 2026, 12:31 PM UTC

    We are continuing to investigate this issue We apologize for any inconvenience and appreciate your understanding and patience. Further updates will be provided here as soon as we have more information. If you have any questions, please contact Customer Support.

  3. investigating Jan 28, 2026, 01:06 PM UTC

    Mitigating actions have resolved impact to customers outside the UK. A power outage is continuing to impact some of our UK customers. We are working with our Data Centre partner to resolve the issue. We apologize for any inconvenience and appreciate your understanding and patience. Further updates will be provided here as soon as we have more information. If you have any questions, please contact Customer Support.

  4. investigating Jan 28, 2026, 02:17 PM UTC

    Power issues are continuing to impact some of our UK customers. A Data Centre onsite engineer is working to restore power to our infrastructure. We apologize for any inconvenience and appreciate your understanding and patience. Further updates will be provided here as soon as we have more information. If you have any questions, please contact Customer Support.

  5. investigating Jan 28, 2026, 03:50 PM UTC

    Power has been restored. Users will start to see a return of service but may experience degraded performance and errors during this recovery period. Further updates will be provided here as soon as we have more information. If you have any questions, please contact Customer Support.

  6. investigating Jan 28, 2026, 05:11 PM UTC

    What happened: We experienced an infrastructure disruption related to a power issue at our datacentre, which resulted in unavailable instances for some UK HighQ instances and login issues globally. Resolution: Service was restored after on-site datacentre engineering intervention. At this time, the underlying root cause of the power issue is not yet confirmed. All key service metrics have returned to normal and there is no ongoing customer impact. Current state: Normal Next steps: We are working with the datacentre provider to determine root cause and will publish an RCA and follow-up actions.

  7. resolved Jan 29, 2026, 12:08 AM UTC

    Issue is resolved around 2026-01-28 at 16:37 UTC and it is under monitoring.