- Service Status Pages
- If NetDocuments is experiencing unscheduled Service issues
- If NetDocuments has a Scheduled Maintenance Event
- If Your Internet Connection is Lost
Service Status Pages
NetDocuments is pleased to announce our new live status pages. These pages are the result of significant efforts to bring live, relevant information directly to our customers regarding the health and performance of the NetDocuments Platform. These pages will also help showcase historical uptime and outages on our services. As of this message, all future service status postings will be done via the new status pages, and we encourage you to subscribe to service announcements on their respective service page:
For the United States (US) Service Status (vault.netvoyage.com): https://trust-us.netdocuments.com
For the United Kingdom (UK) Service Status (eu.netdocuments.com): https://trust-eu.netdocuments.com
For the German (DE) Service Status (de.nedocuments.com): https://trust-de.netdocuments.com
For the Australian (AU) Service Status (au.netdocuments.com): https://trust-au.netdocuments.com
We look forward to continued collaboration with our customers, and are working on additional ways to improve transparency and build our users’ trust in our services.
If NetDocuments is experiencing unscheduled Service issues
This article provides a checklist of items to be aware of when the NetDocuments Service is unavailable due to an unscheduled problem. This is not an exhaustive list of actions and remedies, but it represents the main items that NetDocuments Support encounters.
To minimize the impact of emergency situations and to maximize user productivity during these times, we strongly encourage our customers to have emergency drills and best practices in the case that connection to NetDocuments is not available, whether through loss of Internet connection or NetDocuments Service-related incidents. These drills or best practices may include the following:
1) Auditing of Echo policies & Internet connectivity
2) Training users how to use their Echo folder and add new documents during emergencies
3) Develop best practices of what to do with LD Server and other document syncing utilities
4) Encourage users (particularly secretaries) to participate in drills
We recommend the following troubleshooting steps if the Service is unavailable. (For example, if you cannot connect to the login page, or have problems accessing the Service.)
Recovering documents from the Local Document Server
Most of the steps above are performed when the Service is inaccessible during a temporary time period. Very seldom is the Service unavailable for longer periods of time. If a document is not in your Echo Directory or you think that a document has been modified by someone else after you edited it, you may request from your Administrator a copy of the document from the Local Document Server. Individual users do not have direct access to the Local Document Server. The document will generally be emailed to you by the administrator, however it could also be put in another disk location where you can access it. Remember documents that are on the Local Document Server also cease to be updated when an Internet connection is lost.
If NetDocuments has a Scheduled Maintenance Event
This is the easiest scenario for users to work with, because it is a planned event and users can take certain steps prior to the downtime to prepare.
Once the service is available again, you should upload the edited versions to overwrite the existing online copy, or you can upload it as another version.
If Your Internet Connection is Lost
NetDocuments is a global document service that is available to you anywhere an Internet connection is available. But what if you suddenly lose that connection or your computer crashes? Have you lost everything? Can you still work with documents?
No, you have not lost everything, and yes, you can continue to work with your documents. If your computer crashes and all of your documents have been stored on NetDocuments, nothing will be lost.
If the Internet is not available for a short temporary time period, the access is different depending on whether you have Echoing enabled and whether you have any application add-ins for Microsoft Office installed. Several scenarios are described below. The important thing to remember is that there is a way to get started again and it can be relatively painless if you understand how NetDocuments works in these scenarios.
- Search in the Echo directory for a NetDocuments directory or Temp directory and see if the file is there.
- Also, you can search in Windows for a rad* file and make sure that you enable hidden files so they are searched also. Look for a file stamped with the date/time it was first created.
- Also, you can search in document and settings\<user>\local settings\temp and look for a file that begins with nd, such as nd70558.doc. (Make sure in your searching that you look at the modified date/time around the time the file was created and include hidden files.)
Most of the steps above are performed when the Service is inaccessible during a temporary time period. Very seldom is the Service unavailable for longer periods of time. If a document is not in your Echo Directory or you think that a document has been modified by someone else after you edited it, you may request from your Administrator a copy of the document from the Local Document Server. Individual users do not have direct access to the Local Document Server. The document will generally be emailed to you by the administrator, however, it could also be put in another disk location where you can access it. Remember documents that are on the Local Document Server also cease to be updated when an Internet connection is lost.