Login Issue
Incident Report for NetDocuments US
Postmortem

Over the past few months, NetDocuments has been in the process of migrating our SQL infrastructure to a new Couchbase platform. A majority of this work has been undertaken during normal business hours due to the length of time required for the transition, and the very low risk associated with the project. As part of the normal activity relative to these tasks, a very low risk change was scheduled globally to move temporary query buffers from the root partition of the servers to the data partition. However, human error was involved in failing to assign write permissions to the new location, thus impacting new logins to the Service for approximately nineteen minutes.

We fully understand the significance of today's issue and have removed the areas requiring intervention out of the work being done for the migration during normal business hours. We apologize for the inconvenience to our Customers and will continue to ensure the proper processes are in place around these types of endeavors.

NetDocuments Team

Posted 29 days ago. Jul 25, 2019 - 19:04 EDT

Resolved
This incident is now resolved. A postmortem (RFE) will follow within the next 24-48 hours. We apologize for any inconvenience this may have caused.
Posted 29 days ago. Jul 25, 2019 - 11:19 EDT
Monitoring
Our Platform Operations Team has mitigated the impact to the Service. We will continue to monitor and provide updates as new information becomes available.
Posted 29 days ago. Jul 25, 2019 - 11:00 EDT
Update
We are continuing to work on a fix for this issue.
Posted 29 days ago. Jul 25, 2019 - 10:55 EDT
Identified
We have take action to mitigate the Service login issue. The ability to login to the Service should be functioning as expected. We will continue to monitor and provide updates as new information becomes available.
Posted 29 days ago. Jul 25, 2019 - 10:54 EDT
Investigating
We are experiencing login issues when accessing the service. We are investigating the cause and will provide an update momentarily. We apologize for any inconvenience.
Posted 29 days ago. Jul 25, 2019 - 10:51 EDT
This incident affected: Platform.