Jun <var data-var='date'>30</var>, <var data-var='time'>16:33</var> EDT Resolved - 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/ Jun <var data-var='date'>30</var>, <var data-var='time'>16:12</var> EDT Monitoring - 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/ Jun <var data-var='date'>30</var>, <var data-var='time'>15:58</var> EDT Investigating - 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/

US Service - Navigation Error

Jun <var data-var='date'>18</var>, <var data-var='time'>11:21</var> EDT Completed - This Maintenance Window has been canceled and may be rescheduled at a later date. Jun <var data-var='date'> 9</var>, <var data-var='time'>20:50</var> EDT Scheduled - The NetDocuments US Service region will undergo a Scheduled Maintenance Window outside of regional business hours on Friday, June 19, 2026, between the hours of 10:00 pm and 2:00 am EDT. While we do not anticipate any downtime during this event, we are announcing a formal Maintenance Window as there is a limited possibility of brief Service interruptions during the window. We will provide real-time updates here should anything change. If you plan to be working on documents during the maintenance window, you can check out the documents before the maintenance window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Scheduled Maintenance Window - US Service

Jun <var data-var='date'>14</var>, <var data-var='time'>00:00</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>13</var>, <var data-var='time'>22:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'> 2</var>, <var data-var='time'>18:51</var> EDT Scheduled - Schedule Correction Following on our recent communications, the NetDocuments US Service region will undergo a Scheduled Maintenance Window outside of regional business hours on Saturday, June 13, 2026, between the hours of 10:00 pm and 12:00 am EDT to migrate to our new Content Delivery Network provider (CDN). We do not anticipate any downtime or customer impact during this event. This is an informational message only. More details on upcoming changes can be found here: https://support.netdocuments.com/s/article/Upcoming-NetDocuments-Network-Update-May-2026 Note: Due to security enhancements that are part of this infrastructure change, endpoints running older operating systems such as Windows Server 2012, Windows 7, or Windows 8.1 will likely experience issues accessing the platform once the migration is complete. All modern operating systems will continue to be supported. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Scheduled Maintenance Window - NetDocuments CDN Update - US Service

Jun <var data-var='date'> 5</var>, <var data-var='time'>02:00</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'> 4</var>, <var data-var='time'>22:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'> 4</var>, <var data-var='time'>16:02</var> EDT Scheduled - The NetDocuments US Service region will undergo an Emergency Maintenance Window outside of regional business hours on Thursday, June 4, 2026, between the hours of 10:00 pm and 2:00 am EDT. We do not anticipate any downtime or customer impact during this event. This is an informational message only. We will provide real-time updates here should anything change. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Emergency Maintenance Window - US Service

Jun <var data-var='date'> 4</var>, <var data-var='time'>15:55</var> EDT Completed - This maintenance event has been cancelled. An updated Maintenance Window for tonight will be sent out shortly. Jun <var data-var='date'> 3</var>, <var data-var='time'>18:54</var> EDT Scheduled - The NetDocuments US Service region will undergo an Accelerated Maintenance Window outside of regional business hours on Friday, June 5, 2026, between the hours of 10:00 pm and 2:00 am EDT. We do not anticipate any downtime or customer impact during this event. This is an informational message only. We will provide real-time updates here should anything change. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Accelerated Maintenance Window - US Service

May <var data-var='date'>30</var>, <var data-var='time'>10:00</var> EDT Completed - The scheduled maintenance has been completed. May <var data-var='date'>29</var>, <var data-var='time'>22:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>26</var>, <var data-var='time'>14:24</var> EDT Scheduled - The NetDocuments US Service region will undergo an Accelerated Maintenance Window outside of regional business hours on Friday, May 29, 2026, between the hours of 10:00 pm and 10:00 am EDT. We do not anticipate any downtime or customer impact during this event. This is an informational message only. We will provide real-time updates here should anything change. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

May <var data-var='date'>19</var>, <var data-var='time'>14:14</var> EDT Resolved - 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/ May <var data-var='date'>19</var>, <var data-var='time'>13:36</var> EDT Monitoring - 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/ May <var data-var='date'>19</var>, <var data-var='time'>12:28</var> EDT Update - 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/ May <var data-var='date'>19</var>, <var data-var='time'>11:30</var> EDT Update - 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/ May <var data-var='date'>19</var>, <var data-var='time'>10:43</var> EDT Update - 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/ May <var data-var='date'>19</var>, <var data-var='time'>10:09</var> EDT Update - 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/ May <var data-var='date'>19</var>, <var data-var='time'>09:29</var> EDT Update - 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/ May <var data-var='date'>19</var>, <var data-var='time'>08:59</var> EDT Investigating - 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/

Service Disruption - US Service

May <var data-var='date'>18</var>, <var data-var='time'>19:12</var> EDT Resolved - 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/ May <var data-var='date'>18</var>, <var data-var='time'>18:43</var> EDT Monitoring - 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/ May <var data-var='date'>18</var>, <var data-var='time'>18:06</var> EDT Identified - 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/ May <var data-var='date'>18</var>, <var data-var='time'>17:42</var> EDT Investigating - 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/

May <var data-var='date'> 8</var>, <var data-var='time'>21:12</var> EDT Resolved - 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/ May <var data-var='date'> 8</var>, <var data-var='time'>20:06</var> EDT Monitoring - 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/ May <var data-var='date'> 8</var>, <var data-var='time'>19:39</var> EDT Update - 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/ May <var data-var='date'> 8</var>, <var data-var='time'>19:10</var> EDT Investigating - 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/

Service Disruption

May <var data-var='date'> 7</var>, <var data-var='time'>01:00</var> EDT Completed - The scheduled maintenance has been completed. May <var data-var='date'> 6</var>, <var data-var='time'>23:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'> 4</var>, <var data-var='time'>19:16</var> EDT Scheduled - Note: This work was originally scheduled to be completed on Saturday, May 2 but was postponed. The NetDocuments US Service will undergo an Accelerated Maintenance Window outside of regional business hours on Wednesday, May 6, 2026 from the hours of 11:00 pm to 1:00 am EDT. While the maintenance window will be from 11:00 pm to 1:00 am EDT, we only anticipate a brief period of possible downtime within the window lasting a total of 5-10 minutes. If you plan to be working on documents during the maintenance window, you can check out the documents before the maintenance window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Accelerated Maintenance Window with Brief Downtime - US Service

May <var data-var='date'> 4</var>, <var data-var='time'>02:00</var> EDT Completed - The scheduled maintenance has been completed. May <var data-var='date'> 3</var>, <var data-var='time'>21:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>28</var>, <var data-var='time'>14:17</var> EDT Scheduled - The NetDocuments US Service region will undergo an Accelerated Maintenance Window outside of regional business hours on Sunday, May 3, 2026, between the hours of 9:00 pm and 2:00 am EDT. While we do not anticipate any downtime during this event, we are announcing a formal Maintenance Window as there is a limited possibility of brief Service interruptions during the window. We will provide real-time updates here should anything change. If you plan to be working on documents during the maintenance window, you can check out the documents before the maintenance window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

May <var data-var='date'> 2</var>, <var data-var='time'>20:16</var> EDT Completed - Tonight's scheduled maintenance for the NetDocuments US Service has been postponed to a later date. Once rescheduled, we will post a new maintenance window. Apr <var data-var='date'>28</var>, <var data-var='time'>14:23</var> EDT Scheduled - The NetDocuments US Service will undergo an Accelerated Maintenance Window outside of regional business hours on Saturday, May 2, 2026 from the hours of 9:00 pm to 11:00 pm EDT. While the maintenance window will be from 9:00 pm to 11:00 pm EDT, we only anticipate a brief period of possible downtime within the window lasting a total of 5-10 minutes. If you plan to be working on documents during the maintenance window, you can check out the documents before the maintenance window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Apr <var data-var='date'>27</var>, <var data-var='time'>10:52</var> EDT Resolved - This incident has been resolved. Apr <var data-var='date'>27</var>, <var data-var='time'>10:51</var> EDT Update - 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/ Apr <var data-var='date'>27</var>, <var data-var='time'>10:19</var> EDT Monitoring - 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/ Apr <var data-var='date'>27</var>, <var data-var='time'>10:08</var> EDT Identified - 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/ Apr <var data-var='date'>27</var>, <var data-var='time'>10:04</var> EDT Investigating - 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/

PatternBuilder 500 Error

Apr <var data-var='date'>26</var>, <var data-var='time'>00:00</var> EDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>25</var>, <var data-var='time'>23:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>15</var>, <var data-var='time'>20:04</var> EDT Scheduled - Following on our recent communications, the NetDocuments US Service region will undergo a Scheduled Maintenance Window outside of regional business hours on Saturday, April 25th. 2026 from the hours of 11:00 pm to 12:00 am EDT to conduct a name server migration.  We do not anticipate any downtime or customer impact during this event.  This is an informational message only.  More details on upcoming changes can be found here: https://support.netdocuments.com/s/article/Upcoming-NetDocuments-Network-Update-May-2026 If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Scheduled Maintenance Window - NetDocuments Network Update - US Service

Apr <var data-var='date'>19</var>, <var data-var='time'>02:00</var> EDT Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>18</var>, <var data-var='time'>22:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'> 8</var>, <var data-var='time'>18:44</var> EDT Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'> 4</var>, <var data-var='time'>16:19</var> EDT Scheduled - UPDATE: The schedule for the NetDocuments US Service region maintenance window has changed. There will now be a Scheduled Maintenance Window outside of regional business hours on Saturday, April 18th, 2026, from the hours between 10:00 pm and 2:00 am EDT. While the maintenance window will be from 10:00 pm to 2:00 am EDT, we only anticipate 1-2 brief periods of possible downtime within the window lasting a total of 5-10 minutes. If you plan to be working on documents during the maintenance window, you can check out the documents before the maintenance window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Date Change: Scheduled Maintenance Window with Brief Downtime - US Service

Mar <var data-var='date'>18</var>, <var data-var='time'>01:00</var> EDT Completed - The scheduled maintenance has been completed. Mar <var data-var='date'>17</var>, <var data-var='time'>22:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'>13</var>, <var data-var='time'>10:26</var> EDT Scheduled - The NetDocuments US Service region will undergo an Accelerated Maintenance Window outside of regional business hours on Tuesday, March 17, 2026, from the hours between 10:00 pm and 1:00 am EDT. While the maintenance window will be from 10:00 pm to 1:00 am EDT, we only anticipate brief periods of possible downtime within that timeframe. If you plan to be working on documents during the maintenance window, you can check out the documents before the maintenance window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Accelerated Maintenance Window with Downtime - US Service

Feb <var data-var='date'>27</var>, <var data-var='time'>10:35</var> EST Resolved - This incident has been resolved. Feb <var data-var='date'>25</var>, <var data-var='time'>09:50</var> EST Monitoring - 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.

Performance Metrics Not Loading

Feb <var data-var='date'>26</var>, <var data-var='time'>23:27</var> EST Completed - The scheduled maintenance has been completed. Feb <var data-var='date'>26</var>, <var data-var='time'>22:35</var> EST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>26</var>, <var data-var='time'>22:30</var> EST Scheduled - The NetDocuments US Service region will undergo an Emergency Maintenance Window outside of regional business hours on Thursday, February 26th, 2026, from the hours between 10:30pm and 11:30pm EST. While the Maintenance Window is posted from 10:30 pm to 11:30 pm EST, we anticipate very limited impacts to the Service response, if any at all, and we expect the work will complete ahead of the scheduled time. If you plan to be working on documents during the Maintenance Window, you can check out the documents before the Maintenance Window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Emergency Maintenance Window on US Service

Feb <var data-var='date'>20</var>, <var data-var='time'>10:42</var> EST Resolved - This incident has been resolved. Feb <var data-var='date'>17</var>, <var data-var='time'>09:54</var> EST Identified - 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.

Feb <var data-var='date'>18</var>, <var data-var='time'>23:21</var> EST Resolved - 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/ Feb <var data-var='date'>18</var>, <var data-var='time'>16:37</var> EST Monitoring - 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/ Feb <var data-var='date'>18</var>, <var data-var='time'>15:57</var> EST Investigating - 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/

Server Error

Feb <var data-var='date'>18</var>, <var data-var='time'>23:20</var> EST Completed - The scheduled maintenance has been completed. Feb <var data-var='date'>18</var>, <var data-var='time'>22:00</var> EST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'>18</var>, <var data-var='time'>19:48</var> EST Scheduled - The NetDocuments US Service region will undergo an Emergency Maintenance Window outside of regional business hours on Wednesday, February 18th, 2026, from the hours of 10:00 pm to 5:00 am EST. While the Maintenance Window is posted from 10:00 pm to 5:00 am EST, we anticipate very limited impacts to the Service response, if any at all, and we expect the work will complete ahead of the scheduled time. If you plan to be working on documents during the Maintenance Window, you can check out the documents before the Maintenance Window commences and use "Offline mode" in ndOffice. Your documents and any saved changes will be kept locally until you go back Online in ndOffice. If you have any questions about this Maintenance Window, please contact Support via the portal: https://support.netdocuments.com/

Feb <var data-var='date'>13</var>, <var data-var='time'>09:26</var> EST Resolved - This incident has been resolved. Feb <var data-var='date'> 2</var>, <var data-var='time'>17:20</var> EST Investigating - 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.

Jan <var data-var='date'>30</var>, <var data-var='time'>14:05</var> EST Completed - Our emergency maintenance has been completed. Jan <var data-var='date'>30</var>, <var data-var='time'>12:33</var> EST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jan <var data-var='date'>30</var>, <var data-var='time'>12:32</var> EST Scheduled - We are currently performing emergency maintenance to update a function of the US Service. During this maintenance window, customers may notice occasional timeouts and slow or sluggish performance. No other impacts are expected. The total maintenance window should not exceed 90 minutes. Additional information will be posted as we progress through maintenance activities.

Emergency Maintenance on US Service

Jan <var data-var='date'> 2</var>, <var data-var='time'>08:54</var> EST Resolved - 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/ Jan <var data-var='date'> 2</var>, <var data-var='time'>07:56</var> EST Monitoring - 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/ Jan <var data-var='date'> 2</var>, <var data-var='time'>07:17</var> EST Identified - 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/ Jan <var data-var='date'> 2</var>, <var data-var='time'>06:51</var> EST Update - 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. Jan <var data-var='date'> 2</var>, <var data-var='time'>06:15</var> EST Update - 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/ Jan <var data-var='date'> 2</var>, <var data-var='time'>05:40</var> EST Investigating - 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/

Dec <var data-var='date'>16</var>, <var data-var='time'>19:46</var> EST Resolved - 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/ Dec <var data-var='date'>16</var>, <var data-var='time'>00:23</var> EST Monitoring - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>20:20</var> EST Update - 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. Dec <var data-var='date'>15</var>, <var data-var='time'>18:12</var> EST Update - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>15:05</var> EST Update - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>13:21</var> EST Update - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>12:03</var> EST Update - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>10:16</var> EST Update - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>09:29</var> EST Identified - 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/ Dec <var data-var='date'>15</var>, <var data-var='time'>08:10</var> EST Investigating - 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/

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Is NetDocuments US down?

NetDocuments US status is UP

Lastest published events

US Service - Navigation Error

Scheduled Maintenance Window - US Service

Scheduled Maintenance Window - NetDocuments CDN Update - US Service

NetDocuments US Services, Components and Regions

Recent NetDocuments US events

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