Netdocuments Us の障害履歴

1. 2026年9月23日 12:43 UTCinvestigating

   現在、米国サービスに影響を与える問題について調査しています。 お客様がサービスで遅いナビゲーションを経験し、文書をチェックアウトするエラーが表示される場合があります。 問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com/

2. 2026年9月23日 13:34 UTCinvestigating

   米国サービスに影響を与える問題の調査を継続しています。 クライアントは、ワークスペースの要約やホームページのアイテムをロードする遅延を含む、サービス内で断続的に遅いナビゲーションを体験することができます。また、文書がロックされていることを含む、文書のチェックエラーが表示されることがあります。 問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。https://support.netdocuments.com/

3. 2026年9月23日 15:11 UTCinvestigating

   米国サービスに影響を与える問題の調査を継続しています。 クライアントは、ワークスペースの要約やホームページのアイテムをロードする遅延を含む、サービス内で断続的に遅いナビゲーションを経験し、文書がロックされていることを含む文書をチェックするエラーを見ることができます。 問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。https://support.netdocuments.com/

4. 2026年9月23日 16:24 UTCinvestigating

   米国サービスに影響を与える問題の調査を継続しています。 当社は、問題に対する責任のあるサービスの領域を特定しましたが、まだ根本原因に達していません。 今後も、サービス内での永続的なスローナビゲーションを断続的に確認し、ワークスペースやホームページのアイテムの読み込みを断続的に失敗します。 また、文書をロックして表示する文書を含む、文書を中外に確認するエラーも見ています。 問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。https://support.netdocuments.com/

5. 2026年9月23日 17:38 UTCidentified

   米国サービスに影響を及ぼす問題を軽減するために行動を起こしました。 パフォーマンスが回復し始めていますが、問題はまだ進行中です。 システムを回復し続ける一方で、作業スペースやホームページのアイテムを積み込み、現在存在するエラーとともに、断続的な失敗でサービス内ではまだ遅いナビゲーションをすることができます。 回復は次第に起こっています、そして私達はほとんどの機能性が今後時間を改善し続けることを期待します。 回復の進行で、次の数時間で再びこの投稿を更新します。 ndOffice を使用してドキュメントとやり取りするには、Web を直接使用するよりも、パフォーマンスと成功率が向上しました。 それでも問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。https://support.netdocuments.com/

6. 2026年9月23日 22:06 UTCidentified

   米国サービスの応答時間と性能が安定しています。 私たちは、状況を監視し、完全な機能を復元するために追加の作業を実行しています。 この取り組みの一環として、影響を受けたデータベースに再配置作業を伴います。 再配置作業が完了している間、文書やワークスペースIDに関連する文書のサブセットに関する文書アクセシビリティの問題が考えられます。 メンテナンス作業の見直しが積極的に行われているところ、ドキュメントやワークスペース ID が保存されている場合は、一時的にアクセスできないように表示されます。 ただし、再配置工事が終了したため、通常のアクセシビリティとインタラクションに戻ります。 この投稿は、次の数時間に更新し、回復の進行状況や新しい情報が利用可能になったりします。 それでも問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。https://support.netdocuments.com/

7. 2026年9月24日 4:38 UTCmonitoring

   米国サービスに対する応答時間と性能は安定しています。 今後も状況を密接に監視し、残りの作業を一晩に完了し、宣言されたメンテナンスウィンドウが不要になります。 この投稿は、木曜日に米国ビジネスデーのスタート時に、解像度情報で更新します。 追加の問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com

8. 2026年9月24日 12:12 UTCmonitoring

   米国サービスに対する応答時間と性能は、引き続き安定しています。 システム残高をクリアし、文書IDの同期処理をしています。 今後も状況を監視し、残りの作業を全機能を回復させます。 この投稿をアップデートします。 追加の問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com

9. 2026年9月24日 15:09 UTCmonitoring

   データベースのリバランシング作業が完了しました。 残りのステップは、ドキュメントIDの同期です。 ドキュメントとワークスペースの過半数が期待通りに利用でき、この同期作業の少々の割合が残っています。 時間見積りを積極的に見直し、可能な限り進捗を加速します。 現在、次の1〜2時間で完了すると予想しています。 同期が完了すると、バックグラウンド処理やAPI接続統合など、回復をサポートするスロットルされた残りのサービスコンポーネントを復元します。 ブラウザのキャッシュをクリアし、ページのリロードを強制して、サービスから最新のデータを閲覧することをお勧めします。 この投稿を1時間以内に更新します。 追加の問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com

10. 2026年9月24日 16:14 UTCmonitoring

    ドキュメントとワークスペース ID の同期が完了しました。 ブラウザのキャッシュをクリアし、ページのリロードを強制して、サービスから最新のデータを閲覧することをお勧めします。 背景処理やAPI接続の統合など、リカバリをサポートするサービスコンポーネントを再アクティブ化しました。 背景処理キューには、最後の24時間にわたって送信されたアイテムを処理するため、ジョブのバックログがジョブに送信されます。 また、同期作業が完了すると、一部の顧客は、不完全または重複したワークスペースが表示されることがあります。 私たちは、それらのワークスペースを積極的に特定し、スクリプトを介してそれらに対処することができるようになります。 今後も追加情報とともに更新していきます。 追加の問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com

11. 2026年9月24日 17:27 UTCmonitoring

    すべてのバックグラウンド処理キューとAPI接続統合が再有効になりました。 サービスは予想されるレベルで引き続き実行されます。 背景処理キューは、次の数時間以内にすべての項目の典型的な処理時間に戻るためにすぐにキャッチアップされ、期待されます。 ブラウザのキャッシュをクリアし、ページリロードを強制して、期待しているものが見つからない場合は、サービスから最も現在のデータが最初のステップとして表示されるようにすることをお勧めします。 不完全または重複したワークスペースの修正が進行しています。 今後数時間で作業が完結する見込みです。 今後も追加情報とともに更新していきます。 追加の問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com

12. 2026年9月24日 22:02 UTCmonitoring

    現時点では、事件からほぼすべての回復活動が完了します。 ブラウザのキャッシュをクリアし、ページリロードを強制して、期待しているものが見つからない場合は、サービスから最も現在のデータが最初のステップとして表示されるようにすることをお勧めします。 - すべてのバックグラウンド処理キューとAPI接続された統合が再有効化され、プリインシデントレベルで動作します。 - 不完全または重複したワークスペースの修正が完了しました。 - バックグラウンド処理のためのジョブのバックログは、キューの大部分のために巻き込まれています。 残りは一晩完走すると予想されます。 追加の問題が発生した場合や、期待する何かを見ていない場合でも、ポータルを介してサポートにお問い合わせください。 https://support.netdocuments.com

13. 2026年9月28日 21:19 UTCresolved

    米国サービスに影響を及ぼす事故が解決しました。 今後も、あらゆるワークスペースの問題が完全に修復されるように、限られた数組の顧客と協力して取り組んでまいります。 カスタマーサポートに積極的に関与していない場合や、問題が発生している場合でも、さらなる調査についてはお問い合わせください。 https://support.netdocuments.com お問い合わせ ネットドキュメントのサポート

公式のインシデント更新を自動翻訳しています。

1. 2026年9月18日 15:56 UTCinvestigating

   現在、Smartview ドキュメントのプレビューや、US サービスにロードできなかったファイルの詳細に関する問題を調査しています。 本サービスの他の機能はすべて正常に機能しています。 ドキュメントをWebまたはndOfficeを介して直接開くことは、問題が解決されるまで文書を閲覧するための推奨回避策です。 今後も本投稿を順次更新してまいります。 難易度が生じた場合は、ポータルからサポートまでご連絡下さい。 https://support.netdocuments.com/

2. 2026年9月19日 3:27 UTCmonitoring

   米国サービスでSmartView文書のプレビューに影響を及ぼし、サードパーティのパートナーとのAzure接続をトラブルシューティングし続けています。 今後も状況を監視し、変更があった場合は、この投稿をさらにアップデートいたします。 問題が起きているか、ご不明な点がございましたら、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com/

3. 2026年9月21日 16:30 UTCresolved

   米国サービスにおけるSmartView文書のプレビューに影響を与える問題が解決されました。 それでも問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。https://support.netdocuments.com/

公式のインシデント更新を自動翻訳しています。

1. 2026年7月16日 10:45 UTCidentified

   M365 Outlook および Co-Author のログインに影響を及ぼす問題を特定し、第三者プロバイダーとのグローバルなインシデントとなる。 弊社では、第三者と解決しております。 この問題の影響を受けていない文書を保存・編集するためにndOfficeを利用してください。 詳細は、この投稿のアップデートを配信いたします。 問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com/

2. 2026年7月16日 11:38 UTCmonitoring

   M365 OutlookとCo-Authorログインに影響する問題は解決され、引き続き密接に監視します。 それでも問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com/

3. 2026年7月16日 12:32 UTCresolved

   M365 OutlookとCo-Authorログインに影響する問題は解決されます。 それでも問題が発生し、サポートケースを提出したい場合は、ポータルからサポートにお問い合わせください。 https://support.netdocuments.com/

公式のインシデント更新を自動翻訳しています。

1. 2026年6月30日 19:58 UTCinvestigating

   We are currently investigating an issue affecting the US Service. Some customers may experience a Navigation Error when browsing workspaces. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年6月30日 20:12 UTCmonitoring

   We have remediated the issue impacting the US Service and causing the Navigation Error when browsing workspaces. We continue to monitor the situation closely and will provide further updates to this post if anything changes. If you are still experiencing issues or have further questions, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年6月30日 20:33 UTCresolved

   The issue impacting the US Service and causing the Navigation Error when browsing workspaces has been resolved. If you are still experiencing issues or have further questions, please contact Support via the portal: https://support.netdocuments.com/

1. 2026年5月19日 12:59 UTCinvestigating

   We are currently investigating an issue affecting the US Service. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年5月19日 13:29 UTCinvestigating

   We are continuing to investigate an issue affecting the US Service. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年5月19日 16:28 UTCinvestigating

   We are continuing to investigate an issue affecting the US Service response times. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. 2026年5月19日 17:36 UTCmonitoring

   We have identified the issue impacting the US Service response times. Response times have recovered and Service performance has returned to normal. We will continue to monitor the situation closely and provide updates to this post if anything changes. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. 2026年5月19日 18:14 UTCresolved

   We have resolved the issue impacting the US Service. Response times have recovered and Service performance has remained at normal levels. We will continue to monitor the situation closely and provide updates to this post if anything changes. If you are still experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

1. 2026年5月18日 21:42 UTCinvestigating

   We are currently investigating an issue affecting the US Service. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年5月18日 22:06 UTCidentified

   We are have identified the issue causing the disruption in the US Service and are working toward remediation. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年5月18日 22:43 UTCmonitoring

   We have identified an issue impacting the US Service and have taken action to fully remediate. The Service response is returning to expected performance. We are continuing to monitor the situation closely and will provide updates to this post if the situation changes. If you are still experiencing difficulty, and need to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. 2026年5月18日 23:12 UTCresolved

   The issue affecting the US service has been fully resolved. If you need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

1. 2026年5月8日 23:10 UTCinvestigating

   We are currently investigating an issue affecting the US Service. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年5月8日 23:39 UTCinvestigating

   We are continuing to investigate an issue affecting the US Service. Users are able to login but may experience intermittent slowness and problems interacting with documents through ndOffice. Opening documents via Office for the web or downloading documents directly should be functioning normally. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年5月9日 0:06 UTCmonitoring

   We have remediated the issue with the US Service. The Service response has returned to normal. If you have any questions we can assist with, please contact Support via the portal: https://support.netdocuments.com/

4. 2026年5月9日 1:12 UTCresolved

   The issue with the US Service is resolved. If you have any questions we can assist with, please contact Support via the portal: https://support.netdocuments.com/

1. 2026年4月27日 14:04 UTCinvestigating

   We are investigating an issue causing a 500 error when loading a PatternBuilder app. Updates will be posted here as the investigation progresses. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年4月27日 14:08 UTCidentified

   We have identified an issue causing a 500 error when loading a PatternBuilder app. Updates will be posted here as the investigation progresses. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年4月27日 14:19 UTCmonitoring

   A fix has been implemented and verified to resolve the 500 errors. PatternBuilder is confirmed working. We will continue to provide updates as monitoring continues If you are still experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. 2026年4月27日 14:51 UTCmonitoring

   The issue affecting PatternBuilder has been fully resolved. Access to PatterBuilder apps is now functioning normally. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

5. 2026年4月27日 14:52 UTCresolved

   This incident has been resolved.

1. 2026年2月25日 14:50 UTCmonitoring

   The provider of this Status Page is experiencing difficulty with the service that populates data in the Response Time and Transaction graphs below. NetDocuments has reported the issue to them and they are investigating. Thank you for your patience.

2. 2026年2月27日 15:35 UTCresolved

   This incident has been resolved.

1. 2026年2月18日 20:57 UTCinvestigating

   We are currently investigating a potential issue with the US Service. Users may receive an error message when attempting to login to the Service. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年2月18日 21:37 UTCmonitoring

   We have identified an issue impacting the US Service and have taken action to fully remediate. The Service response is returning to expected performance. We are continuing to monitor the situation closely and will provide updates to this post if the situation changes. If you are still experiencing difficulty, and need to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年2月19日 4:21 UTCresolved

   At this time, we are updating the status of the trust site posting to Resolved as the Service response has remained at typical levels, and all aspects of the Service are functioning normally. Additionally, during the Emergency Maintenance window, we were able rapidly deploy enhancements to the impacted subsystem to further its resiliency. The work completed with no disruption of the Service and the full time-window forecast was not required. We will continue to provide updates through Support Cases and other direct communications in the coming days. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

1. 2026年2月17日 14:54 UTCidentified

   The provider of this Status Page is experiencing difficulty with the service that populates data in the Response Time and Transaction graphs below. NetDocuments has reported the issue to them and they are investigating. Thank you for your patience.

2. 2026年2月20日 15:42 UTCresolved

   This incident has been resolved.

1. 2026年2月2日 22:20 UTCinvestigating

   The provider of this Status Page is experiencing difficulty with the service that populates data in the Response Time and Transaction graphs below. NetDocuments has reported the issue to them and they are investigating. Thank you for your patience.

2. 2026年2月13日 14:26 UTCresolved

   This incident has been resolved.

1. 2026年1月2日 10:40 UTCinvestigating

   We are currently investigating an issue affecting the US service that may impact the creation of new documents and containers, including workspaces. Editing existing documents is not affected at this time. Additional symptoms may occur intermittently while we continue our investigation. We will provide updates to this post as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2026年1月2日 11:15 UTCinvestigating

   Our investigation into the issue affecting the US service is ongoing. Creation of new documents and containers, including workspaces, will still be affected. Editing existing documents may be affected. Additional symptoms may occur intermittently while we continue our investigation. We will continue to provide updates as more information becomes available. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2026年1月2日 11:51 UTCinvestigating

   Our investigation into the issue affecting the US service is ongoing. There is no change to impact at this time. We will continue to provide updates as more information becomes available.

4. 2026年1月2日 12:17 UTCidentified

   We have identified the cause of the issue affecting the US service and are actively working on remediation. We will continue to provide updates as remediation progresses. If you are experiencing issues and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. 2026年1月2日 12:56 UTCmonitoring

   A fix has been implemented for the issue affecting the US service, and we are actively monitoring to ensure stability. Creation of new documents and containers, including workspaces, should now be functioning normally. Editing existing documents remained unaffected. We will continue to provide updates as monitoring continues. If you are still experiencing issues, please contact Support via the portal: https://support.netdocuments.com/

6. 2026年1月2日 13:54 UTCresolved

   The issue affecting the US service has been fully resolved. Creation of new documents and containers, including workspaces, is now functioning normally. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

1. 2025年12月15日 13:10 UTCinvestigating

   We are currently investigating a potential issue with the US Service. The database infrastructure became impacted after a change window.  We have engaged our database vendor and are actively working to resolve the issue.  During this time, some users may experience difficulty with searching for documents. Other symptoms may present themselves intermittently. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2025年12月15日 14:29 UTCidentified

   We have identified an issue with the US Service. The database infrastructure became impacted after a change window. We have engaged our database vendor and are actively working to resolve the issue. During this time, some users may experience difficulty with searching for workspaces or documents. Other symptoms may present themselves intermittently. Several actions have been taken and some areas of the Service are seeing improved performance. Advanced Searching and Go To searching are still impacted. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2025年12月15日 15:16 UTCidentified

   We are actively remediating the issue with the US Service. The database infrastructure became impacted after a change window.  We have engaged our database vendor and are actively working to resolve the issue.  During this time, some users may experience difficulty with searching for workspaces or using the Advanced Search page.  Other symptoms may present themselves intermittently. The actions taken thus far have been effective and we are tracking progress as the work continues. Our current estimate for full recovery is approximately 90 minutes from now. That estimate is based on all the information currently available and may change if new information arises. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. 2025年12月15日 17:03 UTCidentified

   We are still actively remediating the issue with the US Service. The database infrastructure became impacted after a change window.  We have engaged our database vendor and are actively working to resolve the issue.  During this time, some users may experience difficulty with searching for workspaces or using the Advanced Search page.  Other symptoms may present themselves intermittently. From the work that has been completed, improvement is being observed in the performance of workspace searching and lookup table interactions, but full recovery across the platform has not yet been completely achieved.  As a result, the previous estimate for recovery has been extended another 60 minutes. We will continue to provide updates to this post as remediation work continues. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. 2025年12月15日 18:21 UTCidentified

   The work to remediate the issue with the US Service is continuing. While the actions taken today have not yet returned full functionality to the Service we are seeing some improvements in Service response. At this time, some users are experiencing difficulty with searching for workspaces or using the Advanced Search page. Other symptoms may present themselves intermittently. If you need to access a workspace, you can do so if you or a colleague have it in your Favorites, Recents, or if you have a direct link to the Workspace. Documents can be accessed on your local device by going to your Echo folder, if necessary. We will continue to provide updates to this post as remediation work continues. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

6. 2025年12月15日 20:05 UTCidentified

   We are continuing to work closely with our database vendor to restore Lookup Table performance in the US region. At this time, some users are still experiencing difficulty with searching for workspaces or using the Advanced Search page or interacting with Lookup Tables. Other symptoms may present themselves intermittently. If you need to access a workspace, you can do so if you or a colleague have it in your Favorites, Recents, or if you have a direct link to the Workspace. Documents can be accessed on your local device by going to your Echo folder, if necessary. We will continue to provide updates to this post as remediation work continues. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

7. 2025年12月15日 23:12 UTCidentified

   Update - We are continuing to work closely with our database vendor to restore Lookup Table performance in the US region. We are working on a more comprehensive update that we will post here within an hour. The current status is similar to the previous update, some users are still experiencing difficulty with searching for workspaces or using the Advanced Search page or interacting with Lookup Tables. Other symptoms may present themselves intermittently. If you need to access a workspace, you can do so if you or a colleague have it in your Favorites, Recents, or if you have a direct link to the Workspace. Documents can be accessed on your local device by going to your Echo folder, if necessary. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

8. 2025年12月16日 1:20 UTCidentified

   Update – US Service database incident and current status We recognize that today’s disruption remains ongoing, and that earlier progress noted on our trust site did not persist or lead to full recovery. We apologize for the continued impact on your work and want to provide more detail about what is happening, how it relates to a prior incident, what we’re doing now, and mitigations that might be options for your team members. Summary of impact: In the US region • Workspace search, Advanced Search, and Lookup Table interactions are still degraded. • Some users may see intermittent errors or slow responses in other parts of the Service. • Direct access to content (for example via Favorites, Recents, direct workspace links, or Echo-synced documents on your local device) generally continues to work. How today’s issue started We deployed an upgrade to our Lookup Table database platform outside of business hours. This upgrade was part of our long-term plan to move from a NetDocuments patch to our database provider’s own permanent fix for a bug that previously affected the US Service. Despite having tested this upgrade extensively in our lab environment when it was applied to the US production cluster we experienced a disruption that meant: • Memory pressure within the cluster caused database nodes to become unresponsive and require repeated restarts. • As the cluster became unstable, our search and lookup indexes (including Full Text indexes and Lookup Table structures that power workspace search and Advanced Search) were affected. • Our cloud operations team deleted and rebuilt one of the Full Text index replicas and then recreated the replica, but indexing did not fully recover. As soon as we saw the impact to the cluster stability, we followed our protocol and rolled back the change to the previous database version. Why service did not fully recover after the rollback The rollback itself completed, but unexpectedly the cluster recovery process did not successfully complete across all nodes. How this relates to the earlier database incident Earlier this year, a bug in the Lookup Table database platform caused a serious disruption in the US Service. In response, we: • Deployed an application-level patch in our software that enforces query timeouts independently of the database configuration. Our application-level patch has remained effective and resilient. Today’s incident arose when we fulfilled our commitment to deploy the database provider’s permanent fix via a database upgrade. Both incidents involved unexpected behavior in our database layer. We’re working closely with the database providers’ engineering as part of our remediation efforts, and we’re reviewing our deployment and testing practices to help reduce the risk of recurrence. What we are doing now Our teams are working around the clock to restore full service. Specifically, we are: • Collaborating directly with senior engineers at the platform provider to pinpoint and remediate the memory and indexing behavior we saw after the upgrade. • Completing the rebuild and rebalance of the affected Full Text and Lookup Table indexes in the US cluster. • Carefully restarting web and API servers as indexes recover, while monitoring performance and error rates in real time. Because the remaining work is dominated by index recovery and validation, we are not publishing a precise time estimate for full restoration at this point. Previous estimates were based on the best information we had at the time, but as the incident evolved, they proved too optimistic. We will only provide an ETA when we have high confidence. What you can do in the meantime While we work to restore full search and lookup functionality*: • Team members will be able to access a workspace; you can often still do so from Favorites, Recents, or via a direct link to the workspace. Direct links can be sent from one team member to another as needed if they have access to the workspace. • Documents that have been synchronized locally via Echo can be accessed directly from your local Echo folder. Please ensure you and collaborators review final documents to ensure merging of updates. We will continue to post updates here as we make progress on index recovery and will also publish a full root cause analysis after the incident is fully resolved, including the specific actions we are taking in coordination with the database provider and within our own change and testing processes to reduce the risk of recurrence.

9. 2025年12月16日 5:23 UTCmonitoring

   The Lookup Table issue that has been impacting the US Service is now stabilized. Searching, Workspace access, and all other functions are operating normally at this time. We are monitoring the situation closely for any further impacts. We are continuing the work with our database vendor to confirm the ultimate root cause and will share a detailed update explaining what occurred and the steps we are taking to prevent it from happening again. The incident on this page will remain in a Monitoring state, and we will update this post immediately if the situation changes. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/

10. 2025年12月17日 0:46 UTCresolved

    At this time, we are updating the status of the Trust Site posting to Resolved as Service response times have remained at typical levels, and all aspects of the Service are functioning normally. We will continue to provide updates through Support Cases, emails, and other direct communications in the coming days. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

1. 2025年11月10日 20:06 UTCinvestigating

   We are investigating an issue with document access in the US Service region that is impacting some customers ability to upload or download documents. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

2. 2025年11月10日 20:35 UTCidentified

   We have identified the issue with document access in the US Service region that is impacting some customers' ability to upload or download documents and are currently taking action to remediate the symptoms. We will continue to provide updates to this post as the issue is investigated further. We anticipate the next update to be within the next 30 minutes. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

3. 2025年11月10日 21:28 UTCmonitoring

   We have remediated the issue with document access in the US Service region that was impacting some customers' ability to upload or download documents. We are continuing to monitor the situation closely and will provide further updates to this post if anything changes. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/

4. 2025年11月10日 22:30 UTCresolved

   The issue with document access in the US Service region that was impacting some customers' ability to upload or download documents is now resolved. If you are still experiencing any difficulty, please contact Support via the portal: https://support.netdocuments.com/

1. 2025年10月29日 18:11 UTCidentified

   We aware of an ongoing issue with Microsoft Azure. They have posted an impacting event on their status page that is actively being investigated in the US. Details can be found here: https://azure.status.microsoft/en-us/status As a result of the Microsoft impact, NetDocuments customers may experience problems with some components in their application. Possible impacts may include: PatternBuilder - Admin Apps Tab PatternBuilder - Word Add-in M365 Outlook Add-In M365 Word Add-In Chatlink SetBuilder We will continue to provide updates to this post as the Microsoft incident is updated.

2. 2025年10月29日 21:55 UTCmonitoring

   Update: Our internal testing of the issue with Azure is indicating improved functionality of the features impacted by the Microsoft outage. Because their remediation will take time to fully propagate through Azure it is possible some customers may still be experiencing issues. Full DNS resolution for the issue may take up to 24 hours. Many NetDocuments customers, however, are already reporting all components have returned to normal operation. Again, the latest detail of their issue can be found here: https://azure.status.microsoft/en-us/status We will continue monitoring this situation closely and post additional updates here if anything changes.

3. 2025年10月30日 16:19 UTCresolved

   Microsoft has resolved their issue with Azure and internal testing shows all NetDocuments applications are functional at this time. Details of Microsoft Azure status can be found here: https://azure.status.microsoft/en-us/status

1. 2025年10月27日 20:25 UTCidentified

   We have identified an issue with performance in the US Service region and are currently taking action to remediate. A limited subset of users may experience general slowness when navigating to workspaces, empty workspaces, or the inability to check documents in or out. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

2. 2025年10月27日 21:09 UTCmonitoring

   We have remediated the issue with performance in the US Service region that was affecting a limited subset of customers. Users that were experiencing issues when searching or navigating to workspaces should see response times returning to normal levels. Document searching may remain affected for documents uploaded in the last 90 minutes as those are still being indexed. We will provide additional relevant updates to this post as we monitor the remediation put in place if anything changes. If you are continuing to experience difficulty, and would like to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2025年10月30日 16:24 UTCresolved

   At this time, all documents that were uploaded during the Service disruption have been fully processed and the system is performing as expected. If you are unable to find documents uploaded during that time in their proper locations, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/ or reply to your currently open Case.

1. 2025年10月19日 20:29 UTCresolved

   We received reports of a limited issue affecting approximately 20 customers within the US Service. Impacted users experienced difficulties accessing documents through the web, including when using co-authoring, editing, or sending documents to integrated third-party applications. We believe we have remedied the issue and are conducting follow-up calls to confirm that service has fully returned to normal for each impacted customer. This issue was isolated and unrelated to last week’s disruption. If you are continuing to experience any difficulty, please contact Support via the portal: https://support.netdocuments.com/

1. 2025年10月15日 15:45 UTCinvestigating

   We are currently investigating a potential issue with the US Service. Users may experience general slowness or the inability to interact with their documents through any NetDocuments apps. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

2. 2025年10月15日 18:11 UTCinvestigating

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to log a Support Case, please contact Support via the portal: https://support.netdocuments.com/

3. 2025年10月15日 19:09 UTCinvestigating

   We are continuing to investigate the issue with the US Service. Users are experiencing general slowness or the inability to interact with their documents through any NetDocuments apps. Our teams are working closely with technical experts from our database provider and are actively engaging to identify and remediate the issue. The problem we have identified is centered around the lookup table queries in our database environment, which is contributing to the experience customers are encountering. We will continue to provide updates to this post as the issue is investigated further. We will provide another update here in 30 minutes or sooner as information is available. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

4. 2025年10月15日 19:51 UTCinvestigating

   We continue to actively troubleshoot the issue and our teams remain fully engaged in resolving it. We’ll provide our next update here within the next 75 minutes—or sooner if new details become available. We appreciate your continued patience and understanding. If you are experiencing difficulty, and wish to submit a Support Case, please contact Support via the portal: https://support.netdocuments.com/

5. 2025年10月15日 21:18 UTCinvestigating

   Our team is continuing to troubleshoot the issue and working toward full stability. While we’ve seen some recovery, we’re still investigating the root cause and monitoring system behavior closely. We’ll share another update as soon as more information becomes available within the next 90 minutes or sooner. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

6. 2025年10月15日 23:55 UTCinvestigating

   Update: We are continuing to actively investigate this issue and have not yet confirmed a root cause or permanent resolution. The platform is currently stable, with normal Service response times and all features available. If you are still experiencing any issues, please contact Support via the NetDocuments Support Portal : https://support.netdocuments.com/ Because our investigation of the root cause is ongoing, we are maintaining Investigation status and continuing to monitor the platform closely to ensure sustained stability. We will provide another update as more information becomes available or if the situation changes.

7. 2025年10月16日 23:10 UTCmonitoring

   The US Service response times have remained at typical levels today and all aspects of the Service are functioning normally at this time. This incident will remain open as we continue to monitor the situation closely. We’ll share another update here tomorrow or add additional information if anything further changes. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

8. 2025年10月17日 23:52 UTCresolved

   At this time, we are updating the status of the trust site posting to Resolved because Service response times have remained at typical levels, and all aspects of the Service are functioning normally. We will continue to provide updates through Support Cases, emails, and other direct communications in the coming days. If you do need any continued assistance, please contact Support via the portal: https://support.netdocuments.com/

1. 2025年10月14日 16:11 UTCinvestigating

   We are currently investigating a potential issue with the US Service. Users may experience issues when searching for documents, navigating workspaces, or having general slowness in response times. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

2. 2025年10月14日 16:19 UTCinvestigating

   We are continuing to investigate this issue.

3. 2025年10月14日 16:47 UTCinvestigating

   We are continuing to investigate an issue with the US Service. Users may experience issues when navigating the Service, searching for documents, or having general slowness in response times. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

4. 2025年10月14日 17:46 UTCinvestigating

   We are continuing to investigate the issue with the US Service. Users may experience issues when navigating the Service, searching for documents, or having general slowness in response times. We will continue to provide updates to this post as the issue is investigated further. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

5. 2025年10月14日 20:28 UTCinvestigating

   We are continuing to investigate an issue with the US Service. Users may experience issues when searching for documents, navigating workspaces, or having general slowness in response times from all NetDocuments apps. If you are experiencing difficulty, please contact Support via the portal: https://support.netdocuments.com/

6. 2025年10月14日 21:19 UTCmonitoring

   Remediation is now in place to resolve the issue impacting the US Service. We are monitoring the remediation to ensure it is stable. Users may need to log out and back in to their NetDocuments Service in order to be returned to their expected performance levels. If you are still impacted, please reach out to our Support team via the portal: https://support.netdocuments.com/

7. 2025年10月14日 22:08 UTCresolved

   The issue impacting the US Service is now resolved. If you are still impacted, please reach out to our Support team via the portal: https://support.netdocuments.com/