Thomson Reuters Tax Professionals incident
Unable to open SurePrep Binders
Thomson Reuters Tax Professionals experienced a minor incident on January 9, 2025 affecting SurePrep SPbinder, lasting 11h 22m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 09, 2025, 08:51 AM UTC
We have received reports that some customers are unable to open binders. SurePrep engineers are investigating at this time. Incident updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com
- identified Jan 09, 2025, 02:44 PM UTC
Our monitoring alerted us that some users are receiving an error message when attempting to open a binder. Investigations have confirmed this service degradation is being caused by a third-party cloud hosting vendor’s widespread IT outage that is impacting all vendors that utilize their services. We are currently working with the vendor to restore the applications and will provide an update as soon as we have more information.
- monitoring Jan 09, 2025, 05:10 PM UTC
Our third-party cloud hosting vendor's have implemented changes to mitigate the issues encountered this morning when accessing binders and we are currently monitoring the system status. Incident updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com
- resolved Jan 09, 2025, 08:13 PM UTC
Following the changes put in place by our third-party cloud vendor earlier this morning, the issues encountered when accessing binders have been considered as mitigated as of 4:35am PST. Our monitoring has observed continued stability after this mitigation, and the issue is considered as resolved. If you encounter any further issues when accessing binders, please contact SurePrep Support for assistance. It the system status changes, updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com.