On 14 April at approximately 7:48 am BST, NetDocuments experienced a disruption with the UK Service.   During the event customers would have been unable to authenticate to the Service or unable to reach the login page altogether.

We were alerted to the start of the issue via our automated monitoring infrastructure and were able to begin investigating immediately.  By approximately 10:20 am BST the Service had been stabilized and operations had returned to normal.

An investigation found the root cause was related to a software defect in the recently deployed 23.7 version of the Service affecting the retrieval of cached information.   Once the cause was identified, steps were taken to roll the Service back to the previous version of 23.6 in order to stabilize the Service and allow for the defect to be corrected before the new version is deployed again.

As a part of ongoing and continuous improvement, NetDocuments is evaluating and adding additional test cases to enhance the Beta and Deployment processes to prevent a similar defect from being able to affect the Service in this way again.

We apologize for any inconvenience this disruption may have caused.

Thank you,

The NetDocuments Team