Thomson Reuters Legaltech Platform incident

HighQ instances down or inaccessible

Resolved after 11 hours 42 minutes, affecting APAC HighQ (Collaborate) and APAC HiqhQ (Publisher) and 1 more, on January 28, 2026.

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.

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

Update timeline

investigating Jan 28, 2026, 12:25 PM UTC

HighQ is currently experiencing a major outage. This is currently under investigation
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.
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.
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.
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.
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.
resolved Jan 29, 2026, 12:08 AM UTC

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

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