At approximately 8:45 PM MDT, October 14, 2019, the US instance of NetDocuments incurred a hardware failure on a specific node responsible for entropic encryption. Under typical circumstances, the system would revert to a secondary node in the event of a failure, thus rendering the issue transparent to all users. In this instance, the secondary node incurred an issue of its own and failed to send the proper notifications to NetDocuments personnel. During the incident, customers would not have been able to upload new documents to the Service.
We are working to investigate and identify the root cause of the hardware and notification failures and will build measures to safeguard against this type of issue in the future. We apologize for any inconvenience this caused our Customers.
If you have any questions or are experiencing issues related to this incident, please contact NetDocuments Technical Support.
US customers call 801-226-6882 or 866-NETDOCS (638-3627)
EU customers call +44(0) 2034.556770
AU customers call +61 2 8310 4319