Service Issue--Checking out documents

Incident Report for NetDocuments US

Postmortem

The Service Issue last Friday was caused by a missing parameter in our switching technology that controls dynamic routing decisions made during a WAN circuit failure. A brief issue within the WAN circuit initiated a dynamic routing change, but disagreement between the two redundant switches resulted in an inability to route any WAN traffic on either circuit.

Once the problem was identified, a temporary static route was initiated to force traffic flow, and the Service returned to an operational state.

Later that evening, the parameter was implemented, and all circuits were returned to service with dynamic routing.

We apologize for the inconvenience caused by the interruption and continue to work towards ensuring your expectations are continually met.

Posted Dec 31, 2019 - 23:45 EST

Resolved

We have identified the root cause of this incident and are taking non-disruptive corrective action tonight at 12 am Eastern that will prevent this issue from reoccurring.
A postmortem for this incident will be provided within two business days.

Posted Dec 27, 2019 - 17:36 EST

Monitoring

We have resolved the issue around opening and checking out documents. We are continuing to monitor the situation.

Posted Dec 27, 2019 - 13:59 EST

Update

We are continuing to investigate the issue. We believe this is related to the connectivity between our US Data Centers. We are working with all relevant parties to ensure this is resolved as quickly as possible.

Posted Dec 27, 2019 - 13:26 EST

Investigating

We are investigating reports of some documents failing to open. We will provide additional updates as we work through the issue. We apologize for the inconvenience.

Posted Dec 27, 2019 - 12:53 EST

This incident affected: Platform.