- Detected by Pingoru
- Feb 24, 2025, 03:24 PM UTC
- Resolved
- Feb 24, 2025, 06:00 PM UTC
- Duration
- 2h 35m
Affected: SurePrep SPbinder
Timeline · 2 updates
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investigating Feb 24, 2025, 03:25 PM UTC
SurePrep support teams are investigating binders taking longer than normal in the "SP Processing" Status. Incident updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
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resolved Feb 24, 2025, 06:34 PM UTC
Support teams have implemented a fix and have added additional capacity to address the backlog of requests while this issue was ongoing. Processing times have returned to normal levels, however the backlog will take some time to process. If the system status changes, updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
Read the full incident report →
Critical February 20, 2025 - Detected by Pingoru
- Feb 20, 2025, 04:57 PM UTC
- Resolved
- Feb 20, 2025, 08:08 PM UTC
- Duration
- 3h 11m
Affected: Onvio Firm Management
Timeline · 4 updates
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investigating Feb 20, 2025, 04:57 PM UTC
Based on our internal monitoring, we are aware of server errors and slowness when logging in and navigating Onvio. We are currently working to restore services and will provide an update as soon as we have more information.
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investigating Feb 20, 2025, 06:08 PM UTC
We have seen improved performance logging into Onvio and continue to investigate the server errors and slowness navigating within Onvio. We are working with the highest priority to resolve and restore Onvio. We will provide another update as soon as we have more information.
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monitoring Feb 20, 2025, 06:24 PM UTC
We are aware of a brief disruption in the ability to login to Onvio. 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.
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resolved Feb 20, 2025, 08:08 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 →
- Detected by Pingoru
- Feb 13, 2025, 09:59 PM UTC
- Resolved
- Feb 15, 2025, 01:47 AM UTC
- Duration
- 1d 3h
Affected: SurePrep SPbinder
Timeline · 4 updates
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investigating Feb 13, 2025, 09:59 PM UTC
We have received reports that some customers are unable to open / create new binders. SurePrep engineers are investigating at this time. Incident updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
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monitoring Feb 14, 2025, 03:48 AM UTC
SurePrep teams have identified the issue as a performance degradation of its cloud provider's storage systems. We are actively collaborating with the vendor to remediate the issues on their platform. Currently, the systems are stable; however, we will continue to monitor the situation until the vendor has officially closed the incident. Further updates will be posted here as they become available: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
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monitoring Feb 14, 2025, 06:00 PM UTC
SurePrep teams have continued to monitor the systems since the Cloud Provider's corrective actions and have not observed a recurrence of the issues encountered yesterday. Further updates will be posted here as they become available: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
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resolved Feb 15, 2025, 01:47 AM UTC
SurePrep teams have continued to monitor the systems since the Cloud Provider's corrective actions and have not observed a recurrence of the issues encountered yesterday. If the system status changes, updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
Read the full incident report →
- Detected by Pingoru
- Feb 11, 2025, 12:45 AM UTC
- Resolved
- Feb 11, 2025, 03:28 AM UTC
- Duration
- 2h 43m
Affected: UltraTax Integration
Timeline · 2 updates
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investigating Feb 11, 2025, 12:45 AM UTC
We have received reports from customers that they are unable to create UltraTax CS binders within SurePrep. We are currently investigating and will provide an update as soon as we have more information.
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resolved Feb 11, 2025, 03:59 AM UTC
The Ultratax binder creation issue has been resolved. SurePrep engineers are monitoring the situation. Any changes to the system status will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
Read the full incident report →
- Detected by Pingoru
- Feb 10, 2025, 03:08 PM UTC
- Resolved
- Feb 10, 2025, 07:22 PM UTC
- Duration
- 4h 14m
Affected: TaxCaddy Dashboard
Timeline · 3 updates
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investigating Feb 10, 2025, 03:08 PM UTC
Based on our internal monitoring, we are aware that some customers may experience slowness in loading TaxCaddy. We are investigating the issue and will provide an update as soon as we have more information.
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monitoring Feb 10, 2025, 04:50 PM UTC
A fix has been implemented, and we are seeing improvement in performance and we continue to monitor the system. Incident updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
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resolved Feb 10, 2025, 07:22 PM UTC
The TaxCaddy Oops Message issue has been resolved. SurePrep engineers are monitoring the situation. If the system status changes, updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
Read the full incident report →
- Detected by Pingoru
- Feb 04, 2025, 10:12 PM UTC
- Resolved
- Feb 05, 2025, 11:06 PM UTC
- Duration
- 1d
Affected: Lacerte Tax Integration
Timeline · 3 updates
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investigating Feb 04, 2025, 10:12 PM UTC
We are currently investigating an issue with Lacerte that might be affecting some customers during the creation of TaxCaddy DRLs, binder submissions, and the export of binder data. These issues maybe due to a recent Lacerte update. We are currently working to provide an update as soon as we have more information.
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monitoring Feb 05, 2025, 03:27 AM UTC
After reviewing the situation, it has been determined that customers who have installed or updated Lacerte Software to version 45.0203 must update their Lacerte SDK to the latest version, v1.0.0.476. This update is mandatory as part of Lacerte's tax software release and is necessary to ensure continued operations. Please click here to visit Lacerte's website and install both the 32-bit and 64-bit drivers.
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resolved Feb 05, 2025, 11:06 PM UTC
Our investigation concluded that this issue was due to Lacerte’s recent update. To resolve this, you must install/update to the latest version of both the Lacerte tax software and Lacerte SDK Driver (1.0.0.476) on your workstation/environment. This update is mandatory as part of Lacerte's tax software release and is necessary to ensure continued operations. Please go to FileRoom > Admin > Account Setup > Installation & Updates to download the latest Lacerte SDK Drivers.
Read the full incident report →
- Detected by Pingoru
- Jan 23, 2025, 02:38 PM UTC
- Resolved
- Jan 23, 2025, 07:08 PM UTC
- Duration
- 4h 30m
Affected: Virtual Office CS / SaaS
Timeline · 4 updates
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investigating Jan 23, 2025, 02:38 PM UTC
We are aware that Workpapers CS Standalone users receive an error message when opening the software on Virtual Office CS or SaaS, and are unable to get in. Customers who access the Workpapers service through Accounting CS will not be able to use the Workpapers print driver. We are currently working to restore the application and will provide an update as soon as we have more information.
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identified Jan 23, 2025, 03:48 PM UTC
We have identified the issue and are working on implementing a fix. We will provide another update as soon as we have more information.
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monitoring Jan 23, 2025, 05:09 PM UTC
We have tested and implemented a fix that restored the ability to launch the Workpapers CS application and use the Workpapers CS print driver in Virtual Office CS or Software as a Service. We are closely monitoring the changes and monitoring customer contacts to ensure the issue has been fully remediated.
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resolved Jan 23, 2025, 07:08 PM UTC
We identified the cause of the issue and corrective actions were taken. Based on our internal monitoring and customer contact tracking, we have confirmed this incident is fully resolved.
Read the full incident report →
- Detected by Pingoru
- Jan 21, 2025, 05:26 PM UTC
- Resolved
- Jan 21, 2025, 05:28 PM UTC
- Duration
- 1m
Affected: NetClient CS
Timeline · 2 updates
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identified Jan 21, 2025, 05:26 PM UTC
We have received reports of slowness in NetClient CS. We're investigating and monitoring the situation. We'll update the status page and send an update to subscribers as soon as we have more information.
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resolved Jan 21, 2025, 05:28 PM UTC
NetClient CS is currently working at expected speeds.
Read the full incident report →
- Detected by Pingoru
- Jan 16, 2025, 11:19 PM UTC
- Resolved
- Jan 18, 2025, 12:53 PM UTC
- Duration
- 1d 13h
Affected: Confirmation.com
Timeline · 4 updates
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identified Jan 16, 2025, 11:19 PM UTC
Our payment provider is currently experiencing a significant system interruption. The outage is impacting only the "Initiate Confirmation" functionality; all other functionalities remain operational. They are actively working to resolve this issue as quickly as possible. We apologize for any inconvenience and appreciate your patience."
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identified Jan 17, 2025, 04:18 AM UTC
Our payment provider is currently experiencing a system interruption which is only impacting the "Initiate Confirmation" functionality; all other activities remain operational. If you need to initiate confirmations, feel free to add clients, add accounts, and request client authorizations. Once the initiate step is working again, we will post a notification here. Then all you'll need to do is Select the "as of" date, which accounts to the request and initiate. We apologize for any inconvenience and appreciate your patience. NOTE: If you are paying with American Express in a non-USD currency, you can still initiate your confirmation now with no problem.
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monitoring Jan 17, 2025, 06:26 PM UTC
Our payment provider has notified us that the system interruption is now resolved. Users can now initiate confirmations with no issues, and we are seeing evidence of successful transactions through our system monitoring as well. Our teams continue to monitor application performance closely to ensure all features are functioning properly. At this time all systems are working as expected. We apologize for any inconvenience and appreciate your patience.
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resolved Jan 18, 2025, 12:53 PM UTC
No further issues have been reported from our payment provider and Confirmation has continues to be fully available and functional since our last status update.
Read the full incident report →
- Detected by Pingoru
- Jan 13, 2025, 04:05 PM UTC
- Resolved
- Jan 13, 2025, 05:13 PM UTC
- Duration
- 1h 8m
Affected: TaxCaddy Dashboard
Timeline · 2 updates
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monitoring Jan 13, 2025, 04:05 PM UTC
We have received reports from some customers encountering an “Oops” message while navigating within the TaxCaddy administrative tabs. The issue has been addressed. SurePrep engineers are monitoring the situation. If the system status changes, updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com
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resolved Jan 13, 2025, 05:13 PM UTC
The TaxCaddy "Oops" issue has been resolved. If the status changes, updates will posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com/
Read the full incident report →
- Detected by Pingoru
- Jan 10, 2025, 03:03 PM UTC
- Resolved
- Jan 11, 2025, 06:07 PM UTC
- Duration
- 1d 3h
Affected: Virtual Office CS / SaaS
Timeline · 3 updates
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identified Jan 10, 2025, 03:03 PM UTC
Our monitoring alerted us that some users are receiving an error message when attempting to launch Accounting CS on Virtual Office CS or Software as a Service. 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.
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monitoring Jan 10, 2025, 09:10 PM UTC
We have tested and implemented a fix that restored the ability to launch Accounting CS on Virtual Office CS and Software as a Service. We are closely monitoring the changes and customer contacts to ensure the issue has been fully remediated. We will continue to provide you updates on the status of the environment.
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resolved Jan 11, 2025, 06:07 PM UTC
Our metrics and internal testing continue to indicate Accounting CS on Virtual Office CS or Software as a Service remain in a healthy state. In addition, no new customer contacts have been received associated with this issue. Given this, we will move this incident to resolved status.
Read the full incident report →
- Detected by Pingoru
- Jan 09, 2025, 01:55 PM UTC
- Resolved
- Jan 09, 2025, 09:23 PM UTC
- Duration
- 7h 28m
Affected: NetClient CSVirtual Office CS / SaaS
Timeline · 4 updates
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identified Jan 09, 2025, 01:55 PM UTC
Our monitoring alerted us that some users are receiving an error message when attempting to connect to the NetClient CS portal services via File Exchange, Document Presentation, eSignatures. Users may also be experiencing slowness upon logging in to Virtual Office CS or Software as a Service. 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.
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identified Jan 09, 2025, 03:33 PM UTC
Some users will continue to receive an error message when attempting to connect to the NetClient CS portal services, including File Exchange, Document Presentation, eSignatures, Remote Payroll and Employee Self-Service. 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.
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monitoring Jan 09, 2025, 06:30 PM UTC
We have tested and implemented a fix that restored all services in NetClient CS, Virtual Office CS and Software as a Service. We are closely monitoring the changes and customer contacts to ensure the issue has been fully remediated. We will continue to provide you updates on the status of the environment.
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resolved Jan 09, 2025, 09:23 PM UTC
Our metrics and internal testing continue to indicate all services in NetClient CS, Virtual Office CS, and Software as a Service remain in a healthy state. In addition, no new customer contacts have been received associated with this issue. Given this, we will move this incident to resolved status.
Read the full incident report →
- Detected by Pingoru
- Jan 09, 2025, 08:51 AM UTC
- Resolved
- Jan 09, 2025, 08:13 PM UTC
- Duration
- 11h 22m
Affected: SurePrep SPbinder
Timeline · 4 updates
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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
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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.
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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
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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.
Read the full incident report →
- Detected by Pingoru
- Dec 17, 2024, 09:37 PM UTC
- Resolved
- Dec 17, 2024, 10:25 PM UTC
- Duration
- 48m
Affected: NetClient CSVirtual Office CS / SaaS
Timeline · 2 updates
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investigating Dec 17, 2024, 09:37 PM UTC
We have received reports of slowness in Virtual Office CS/SaaS. We're investigating the issue and will provide an update as soon as we have more information.
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resolved Dec 17, 2024, 10:25 PM UTC
Our metrics and internal testing indicate Virtual Office CS and Software as a Service has returned to 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 →
- Detected by Pingoru
- Dec 07, 2024, 04:46 AM UTC
- Resolved
- Dec 07, 2024, 04:52 AM UTC
- Duration
- 6m
Affected: Engagement ManagerGuided Assurance
Timeline · 3 updates
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identified Dec 07, 2024, 04:46 AM UTC
We have received reports that AdvanceFlow is unavailable. We're investigating and monitoring the situation. We'll update the status page and send an update to subscribers as soon as we have more information.
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identified Dec 07, 2024, 04:49 AM UTC
AdvanceFlow is currently unavailable for some customers. We're sorry for the disruption and our development teams are working to fix this as soon as possible. We'll send an update when we have more information.
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resolved Dec 07, 2024, 04:52 AM UTC
AdvanceFlow is currently working for all customers.
Read the full incident report →
- Detected by Pingoru
- Nov 25, 2024, 04:56 PM UTC
- Resolved
- Nov 27, 2024, 08:52 AM UTC
- Duration
- 1d 15h
Affected: SurePrep SPbinder
Timeline · 2 updates
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monitoring Nov 25, 2024, 04:56 PM UTC
The scheduled maintenance from November 22nd has completed, however we are continuing to monitor our SurePrep services today as we are seeing some internal service degradation. If you are experiencing any issues, please contact our Support team.
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resolved Nov 27, 2024, 08:52 AM UTC
Since mitigation measures were put into place, SurePrep teams have continued to observe overall stability in SPbinder processing and consider the issue resolved. If you encounter any instances of binders taking longer than usual to access, please contact SurePrep Support for assistance. It the system status changes, or further queues develop, updates will be posted here: https://taxprofessionals-status.hostedtax.thomsonreuters.com.
Read the full incident report →
- Detected by Pingoru
- Oct 16, 2024, 12:41 PM UTC
- Resolved
- Oct 16, 2024, 05:42 PM UTC
- Duration
- 5h 1m
Affected: Virtual Office CS / SaaS
Timeline · 3 updates
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investigating Oct 16, 2024, 12:41 PM UTC
Based on our internal monitoring, we are aware that some customers using MS Exchange are unable to receive emails through Outlook in Virtual Office CS and Software as a Service. We are currently working to restore services and will provide an update as soon as we have more information.
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monitoring Oct 16, 2024, 01:27 PM UTC
We have restored the ability for MS Exchange customers to receive emails through Outlook in Virtual Office CS and Software as a Service. We will continue to closely monitor our internal metrics and customer contacts to ensure the issue is fully resolved.
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resolved Oct 16, 2024, 05:42 PM UTC
Our metrics and internal testing continue to indicate the ability for MS Exchange customers to receive emails through Outlook in Virtual Office CS and Software as a Service remain in a healthy state. In addition, no new customer contacts have been received associated with this issue. Given this, we will move this incident to resolved status.
Read the full incident report →
- Detected by Pingoru
- Oct 02, 2024, 09:13 AM UTC
- Resolved
- Oct 02, 2024, 09:25 AM UTC
- Duration
- 11m
Timeline · 2 updates
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investigating Oct 02, 2024, 09:13 AM UTC
We have received reports that Ufile Online is unavailable. We're investigating and monitoring the situation. We'll update the status page and send an update to subscribers as soon as we have more information.
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resolved Oct 02, 2024, 09:25 AM UTC
Ufile Online is currently working for all customers.
Read the full incident report →
Critical September 16, 2024 - Detected by Pingoru
- Sep 16, 2024, 07:29 PM UTC
- Resolved
- Sep 16, 2024, 10:59 PM UTC
- Duration
- 3h 29m
Affected: Virtual Office CS / SaaS
Timeline · 3 updates
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investigating Sep 16, 2024, 07:29 PM UTC
Based on our internal monitoring, we are aware that some customers are receiving an error when launching applications within Virtual Office CS and Software as a Service. We are currently working to restore services and will provide an update as soon as we have more information.
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identified Sep 16, 2024, 08:48 PM UTC
We have confirmed a global outage experienced by our third-party cloud hosting provider as the cause of the issue affecting some customers ability to launch applications in Virtual Office CS or Software as a Service. Our testing indicates this situation may be improving for those customers experiencing the issue. We suggest customers attempt to relaunch applications. We are closely monitoring the environment to ensure the issue has been fully remediated.
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resolved Sep 16, 2024, 10:59 PM UTC
We have confirmed a widespread outage experienced by our third-party cloud hosting provider as the cause of the issue affecting some customers ability to launch applications in Virtual Office CS or Software as a Service earlier today. Our metrics and internal testing indicate this issue has been resolved and applications and logins are currently 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 →
