UK Service Disruption
Incident Report for NetDocuments UK

On 6 December at approximately 22:49 GMT we were alerted to a disruption in the UK Service.   The full outage persisted until 22:59 GMT.  Following the initial outage there were fluctuations in the Service response and stability that continued through 7 December at approximately 02:51 GMT.   During this window we could see from our instrumentation that some customers were able to use the Service, but there were also some that may have been experiencing delays or problems authenticating.


Our investigation revealed that there was a network disruption at the start of the outage for approximately 2 minutes.   This caused additional safety systems to kick in that protected several VMs from corruption.   The remaining 8 minutes of the initial outage involved the timing around the VMs to restart.  The remaining issues through 02:51 GMT involved intermittent connection problems with our web and database servers as a result of the initial incident.

We are performing a thorough analysis of the events that led to the initial network disruption and have already implemented adjustments to our traffic monitoring and alerting systems. These adjustments would have altered how we responded to the incident and we are confident these changes, along with an additional process change, will prevent this same type of disruption from happening in the future. 


We apologize for any inconvenience this disruption may have caused.

Posted Dec 13, 2021 - 05:31 GMT

The issue has been resolved and the Service has fully stabilized. We will be providing a postmortem follow-up within the next 24 hrs.
Posted Dec 07, 2021 - 03:45 GMT
The issue has been identified and we are working towards a resolution. Authentication appears to be working but performance may still be degraded while the Service is fully restored.
Posted Dec 07, 2021 - 00:29 GMT
NetDocuments is currently experiencing issues with the UK Service. The Service may appear to be reachable, but customers are not able to authenticate. We are working to remedy the situation as soon as possible and apologize for the inconvenience. We will provide further updates as more information is available.
Posted Dec 06, 2021 - 23:47 GMT
This incident affected: Platform.