Service Issue
Incident Report for NetDocuments US
Postmortem

The US region experienced a search infrastructure degradation yesterday morning, February 3, 2019. The earlier stages of the degradation saw a large percentage of searches on the US NetDocuments platform fail or produce errors.

The root cause of the issue was tied to a software layer that manages the search infrastructure. This software malfunctioned as a result of an internal data structure whose configured size was exceeded. This caused the software layer to intermittently malfunction, affecting the search infrastructure and producing errors when searching for documents. The NetDocuments engineering team identified the root cause and corrected the issue at approximately 09:23 AM MST. Additional mitigation processes have been implemented around this aspect of the Service and we are confident in the final resolution.

We appreciate the impact this had for some Customers and apologize for any inconvenience caused by this situation.

Posted 5 months ago. Feb 04, 2019 - 22:15 EST

Resolved
The Service is back to a normal state. We apologize for the inconvenience and will provide a postmortem around this incident.
Posted 5 months ago. Feb 03, 2019 - 13:59 EST
Monitoring
Indexing performance is back to a normal state, we are continuing to monitor the situation.
Posted 5 months ago. Feb 03, 2019 - 12:53 EST
Update
Search performance is back to a normal state. We are now working to restore indexing performance to normal levels.
Posted 5 months ago. Feb 03, 2019 - 11:45 EST
Update
We continue to work toward resolving the service issue and apologize for the inconvenience.
Posted 5 months ago. Feb 03, 2019 - 11:04 EST
Identified
We are currently working to resolve a problem that is causing slow searches and intermittent errors when searching.
Posted 5 months ago. Feb 03, 2019 - 10:00 EST
This incident affected: Platform.