Intermittent Service Disruptions

Incident

Intermittent Service Disruptions

Status: closed
Start:
End:
Duration: 5 hours 38 minutes
Affected Components:
Indirect Lending Core Integration DigiDocs Reports
Investigating

We're currently experiencing performance degradation across parts of the platform. Some users may see intermittent errors when logging in or accessing the system, including authentication issues for SFTP file transfer connections.

Additionally, some historical documents may be temporarily unavailable for viewing. We're also monitoring lower API traffic levels, which are showing signs of improvement.

Our team is actively investigating and working to resolve these issues. We'll provide another update as soon as we have more information.

Update

Update: Platform Performance Degradation

The 500 errors previously affecting the platform have been resolved, and API traffic levels are normalizing. We will continue to monitor the situation closely and provide a further update once additional information is available.

Update

Update: DigiDocs Performance Degradation

The teams have identified and implemented a fix to restore previously uploaded DigiDoc Files.

Files uplaoded today are expected to be restored by end the of day. Documents can be reuploaded for immediate service.

We will continue to monitor the situation closely and provide a further update once additional information is available.

Resolved

Update 230PM EST: System Degradation Resolved

As of 1:00PM EST, the nCino teams confirmed all degraded services were restored and have returned to normal. Monitoring has been in place and performed as expected.

500 / Login Issues

  • Reported/ Identified:  820A EST
  • Resolved: 846A EST
  • Recovered in: 26 Min

DigiDoc Visibility of Old Documents

  • Reported/Identified: 751A EST
  • Resolved: 1040A EST
  • Recovered in:  ~ 2hrs, 50 min


DigiDoc Backend storage (incorrect table)

  • Reported/Identified: 915 EST
  • Resolved: 930 A EST
  • Recovered in:  15 Min

DigiDoc Uploads (Guest Uploads)

  • Reported/Identified: 1016A EST
  • Resolved: 1040 A EST
  • Recovered in:  24 Min

SFTP Auth (downstream)

  • Reported/Identified: 816A EST
  • Resolved: 1115 A EST
  • Recovered in:  3 Hrs

SymXchange / Concert Routing for Core exports

  • Reported/Identified: 1122 A EST
  • Resolved:  1150 A EST
  • Recovered in:  20 Min

nCino understands the impact this disruption had on your business. Thank you for your continued partnership and patience as we addressed this issue. 

For technical issues please contact support at (888) 676-2466