Thomson Reuters Legal had 63 outages in the last 2 years totaling 112h 33m of downtime — averaging 2.6 incidents per month.
There were 63 Thomson Reuters Legal outages since July 16, 2025 totaling 112h 33m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are currently investigating this issue.
We are continuing to investigate this issue.
This incident has been resolved.
We are currently conducting several updates which may result in service downtime for AI assisted research features. We expect systems will be restored shortly - thank you for your patience.
AI assisted research features are now operational
Some customers hosted in the USA and UK regions are experiencing unavailability of Dashboards in HighQ. This is under investigation by the operations team.
We are continuing to investigate this issue.
The issue affecting access to Dashboards has been resolved. Service has been restored and customers should now be able to access Dashboards as normal.
An emergency maintenance activity has been scheduled in the Azure UK region and is expected to take approximately 30 minutes. During this maintenance window, end users may experience a brief service interruption or temporary outage. We apologize for any inconvenience this may cause and appreciate your patience and understanding. We will share an update once the confirmed start time is available.
The maintenance window starts now.
The emergency maintenance has been completed successfully.
A fix has been implemented and we are monitoring the results.
The slowness reported earlier has been successfully addressed through a SKU upgrade, and the issue is now resolved. Services have stabilized and should now be functioning normally as expected.
We are currently investigating the issue
This incident has been resolved.
We are currently investigating a service disruption affecting some customers hosted in the Australia region. Some backend services are unavailable, which may result in errors or inability to access the service. Our teams are actively working to restore normal operations and we will provide further updates as progress is made.
Service has been restored for customers hosted in the Australia region. All backend services are now operational. We are actively monitoring the platform to ensure continued stability and are investigating the root cause of the issue. Further updates will be shared if required.
This incident has been resolved.
We are currently investigating this issue.
We are continuing to investigate this issue.
This incident has been resolved.
On Mar 19 between 12:26AM GMT and 10:59AM GMT we performed an emergency change for a production issue, which resulted in unplanned impact on the Files Module functionality for HighQ US and UK regions. The issue is fully mitigated
We are currently investigating this issue.
We are investigating an extended service disruption related to a backend database issue. Automated recovery did not complete successfully, and our engineers are actively performing manual steps to restore service.
This issue continues to affect a subset of customers hosted in the UK. Our engineers remain actively engaged in manual recovery, which is taking additional time to complete safely. Further updates will be shared as work progresses.
The incident has been mitigated and service has been restored for affected customers. We are continuing to monitor the environment to ensure stability. A root cause investigation is now underway, and we will share further details once available.
This incident has been resolved.
The instance load time is unusually slow. The support team is currently investigating the issue.
We are continuing to investigate this issue.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are currently investigating the issue.
The issue has been fully mitigated; services are back to normal performance.
HighQ UK support teams noticed 500 errors in DataDog relating to iSheets microservices on SG2 server hosted instances. When clients are attemtping to save their changes in iSheets, they receive the following error - "Due to a system error, this record has not been saved". Support groups have been engaged and are investigating the issue.
The teams have discovered that the impacted iSheet database is in a recovery state, which is resulting in application errors when users attempt to save iSheets records. Engineering, Database and Platform teams are engaged and are working to restore the service. More information will be shared in subsequent communications.
The issue is resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently investigating this issue.
This incident has been resolved.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing intermittent issues with the AI Research feature with our CoCounsel service. Our team is actively working to resolve this matter as quickly as possible. 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.
This incident has been resolved.
We are currently experiencing an issue with the AI Research feature with our CoCounsel and Westlaw service, which is temporarily unavailable. Our team is actively working to resolve this matter as quickly as possible. 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.
The AI Research feature for CoCounsel and Westlaw is now fully restored. Our team resolved the underlying issue and services are back to normal. We apologize for the disruption and appreciate your patience. If you continue to experience problems, please contact Customer Support
We are currently investigating this issue.
Unresponsive or slow chat may negatively impact skills execution - We are currently investigating this issue.
The issue causing unresponsive/slow chat has been resolved. Chat services are operating normally. we continue investigating the issue for AIAR UK, AIAR for other regions is operational
Service has been restored and chat performance is back to normal in all regions, including AIAR UK.
We are investigating this issue.
Incident is resolved as of 11:59EST
We are currently investigating this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing an issue with the AI Deep Research feature with our Westlaw Advantage service, which is temporarily unavailable. Our team is actively working to resolve this matter as quickly as possible. 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.
We are continuing to investigate this issue.
The issue with the AI Deep Research feature with our Westlaw Advantage service is now resolved.
We are currently experiencing an issue with our HighQ CAN service, which is temporarily unavailable. Our team is actively working to resolve this matter as quickly as possible. 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.
Our network vendor is actively engaged, and they are investigating and working to restore service.
Service has been restored in HighQ CAN (Mississauga). The network issue has been resolved, and connectivity is now back up. All impacted customer instances are fully recovered/operational.
This incident has been resolved.
HighQ is currently experiencing a major outage. This is currently under investigation
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.
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.
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.
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.
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.
Issue is resolved around 2026-01-28 at 16:37 UTC and it is under monitoring.
Users may experience intermittent errors with file uploads in US region
We are continuing to investigate this issue.
This incident has been resolved.