Therefore Online Hotfix

Information on issues experienced on Thereforeā„¢ Online (Europe) between 24 November and 10 December:


Problem description: Due to a combination of document conversion issues and restarting tenants happening exactly at the same time, the system may have periodically gone into hang state and no customers were able to connect. This happened on the 24 of November, as well as the 2nd, 3rd, and 5th of December.


After installation of a first hotfix on the 7th of December, the problem again occurred on the 8th and 9th, but with less impact on customers. In these cases, only customers restarting their tenant were blocked. For all other customers the system was fully operational.


Thus, the recommendation was given not to restart tenants unless absolutely necessary as this should not be required anyway.


The root cause of the problem was finally resolved with a hotfix installed on the 10th of December.