Current incidents.

There are no current incidents to report.

Past incidents.

October 14th, 2021

Resolved – The Outlook add-in performance issues have now been resolved. If you are still experiencing issues please contact our team at support@suitefiles.com. [October 13th , 22:28 UTC / October 14th, 11:28 NZST]

Identified – We have received reports of users experiencing issues with navigating in the SuiteFiles Outlook add-in, seeing a Loading… screen or experiencing general performance issues. Our team are currently working on resolving these issues and we’ll update the status page once they have been resolved.  [October 13th , 22:20 UTC / October 14th, 11:20 NZST]

October 12th, 2021

Resolved – Our developers have pushed an update to impacted sites. If you encounter any issues creating folders, please continue to contact our team at support@suitefiles.com. [October 11th , 23:12 UTC / October 12th, 12:12 NZST]

Identified – We have received reports of users seeing a loading button when attempting to create folders in the Web App. Our developers are investigating this at the moment but in the meantime, you can create folders using the SuiteFiles Outlook Add-in.

Please note, if you are experiencing a different issue such as seeing an error message when creating a folder, please contact our team at support@suitefiles.com. [October 11th , 22:56 UTC / October 12th, 11:56 NZST]

August 30th, 2021

Resolved– The issue with XPM Client links can be resolved by logging out and logging back into the SuiteFiles Chrome extension, using the Advanced Login option. For steps, please see this article, and contact us at support@suitefiles.com if this does not resolve the issue for you.   [August 30th, 22:42 UTC / August 31st, 10:42 NZST]

Identified – We have received reports of users setting a “No client with this name in SuiteFiles” message in Xero Practice Manager (XPM). Our team are looking into this as a priority and we will update this status page as soon as possible. [August 30th, 01:41 UTC / August 30th, 13:41 NZST]

August 27th, 2021

Resolved – The Microsoft issues should now be resolved. If you are still experiencing any issues with the SuiteDrive or the Outlook add-in, please follow the steps provided below.

    1. SuiteDrive – Change your SuiteDrive port number from 80 to 90 (or 90 to 80) through the advanced settings. To do this, please follow these steps. Please note, you will need to log out of SuiteDrive to see these settings.
    2. Outlook add-in – Please log out and log back into SuiteFiles Outlook add-in by following these steps. Please use the Advanced Login option.

If you are still experiencing any issues, please contact us at support@suitefiles.com. [August 27th, 01:39 UTC / August 27th, 13:39 NZST]

Update – We’ve received reports that the Microsoft Outage is now resolved, we’re currently working to confirm if there are any outstanding issues related to SuiteFiles access, particularly SuiteFiles Drive [August 26th, 23:48 UTC / August 27th, 11:48 NZST]

Identified – We have received reports of general performance issues across the SuiteFiles Apps including the SuiteFiles Web App, SuiteDrive, and Outlook add-in. This could be related to a current Microsoft Outage and we will update this status page once we have more information. [August 26th, 22:58 UTC / August 27th, 10:58 NZST]

August 26th, 2021

Resolved – The issue with populating file and email templates has now been resolved. You will need to refresh your Clients list in SuiteFiles Web App in order for your client and contact data to populate file and email templates, which you can do following the steps here. Only one person for your site needs to do this and it will refresh for all users. [August 26th, 23:58 UTC / August 27th, 11:58 NZST]

Identified – We have identified an issue where file and email templates with XPM Merge Fields are not created. Our team are looking into this as a priority and we will update this status page as soon as possible. [August 26th, 02:03 UTC]

August 26th, 2021

Update – The performance issues in the Web App, SuiteFiles Outlook add-in and SuiteFiles Drive have now been resolved. If you’re still having issues accessing these apps or navigating through folders, please contact us at support@suitefiles.com. [August 26th, 05:14 UTC]

Identified – We are currently experiencing a spike in performance which is creating slowness in the Web App, SuiteFiles Outlook add-in and SuiteFiles Drive. This means you may have issues accessing these apps or navigating through folders.

We are looking into this as a priority and trying to stabilise this as soon as possible.

We are very sorry about this inconvenience. [August 26th, 03:15 UTC]

August 18th, 2021
Update – This issue is now resolved. If any new users are experiencing any issues with creating Folder Templates or logging into our apps, please contact us at support@suitefiles.com.
_
Update – Our developers have pushed an update to all impacted sites which should allow them to log into the SuiteFiles Outlook add-in, SuiteDrive, and Chrome Extension. To log in to our apps, please refer to the steps below:
_
We have identified that SuiteFiles users who have been activated from Wednesday, August 18th will have issues using folder templates, we are continuing to look into this as a priority. If you are impacted by this, please contact our team at support@suitefiles.com and we will provide you with an update as soon as possible. [August 23, 01:27 UTC]
_

Update – Just a small update about progress being made toward this issue:

  • Our developers are currently in the final stages of testing updates to the Outlook add-in. If successful, this fix will be rolled out to all impacted sites on Monday, 23rd August.
  • Our team are continuing to investigate and address issues with logging into the SuiteFiles Chrome Extension and SuiteFiles Drive.
The SuiteFiles Web App is currently functional for all existing users. However, any new users logging into SuiteFiles for the first time may experience issues with:
  • Sharing, viewing and completing SuiteFiles Tasks
  • Creating and Sharing Connected Folders
  • Creating folders from templates
Our team will be addressing these issues with the SuiteFiles Web App as soon as possible. However, if you need assistance logging in or accessing the Web App, please let us know at support@suitefiles.com.
_
We appreciate your patience as we work to resolve these issues. [August 20, 03:27 UTC]
                   _ 

Update – Our developers have pushed a fix that brings full functionality back to the Web App. Users should be able to use document signing, SuiteFiles Connect, advanced search, and file templates after performing a hard refresh (Ctrl+F5), but if you are still experiencing issues, please contact us at support@suitefiles.com

We are continuing to look into issues logging into the SuiteFiles Outlook Add-in, SuiteDrive and Chrome Extension and will update this page as soon as possible. [August 19, 03:12]

Update – We can confirm that the following features are impacted by this issue:

      • Logging into the SuiteFiles Outlook add-in
      • Logging into our SuiteDrive application
      • Logging into the Chrome Extension
      • Creating files from templates
      • Using our Advanced Search
      • Using SuiteFiles Document Signing and SuiteFiles Connect

The issue might also arise if you log out of some of our apps; logging back in requires a new access token to be generated, and this process is currently impacted. We therefore suggest not logging out of the Web App, Outlook add-in or SuiteDrive if this can be avoided.

Please know that our team are working on a fix for this alongside Microsoft, and we thank you for your patience as our team work on this. [August 18, 03:03 UTC]

Identified –We have identified an issue where users may be unable to log into SuiteDrive and/or the Outlook Add-in, or have trouble accessing some features in the SuiteFiles Web App. We are currently looking into this as a priority. We will update this status page once we have more information, on the features impacted and the resolution.

If you are impacted by this issue, please check back here for updates. Alternatively, you can lodge a support ticket by emailing support@suitefiles.com and we can provide you with an update once it becomes available. [August 18, 00:42 UTC]

July 8th, 2021

Resolved – Xero have confirmed this issue is resolved. If you are experiencing any issues with XPM, we would recommend re-connecting our integration by following these steps. [July 08, 02:00 UTC]

Identified – Xero has identified an issue that is impacting Partner Products, including SuiteFiles. Users will be unable to see XPM icons appearing next to client folders or create file/email templates with client information stored in XPM. To learn more and keep up to date, you can visit their status page here. [July 08, 01:39 UTC]

June 10th, 2021

Resolved – Our team have confirmed that all documents should have their correct status on the Document Signing management screen. If your file is stuck ‘in progress’ please contact ur support team referencing the document name and location. [June 10th, 2:25 UTC]

IdentifiedSuper Suite users may see some Document Signing requests being marked as “In progress” on their signing management screen despite the file being signed and completed. Our developers are assessing the issue and working on resolving this as soon as possible. 

In the meantime, senders and recipients will still be receiving all email notifications, and SuiteFiles users will be able to find the final signed documents in the applicable folder. If this is not the case for you, please let us know at support@suitefiles.com referencing the document name and location. [June 10th, 12:24 UTC]

April 21st, 2021

Resolved – Our developers have confirmed that functionality has returned back to normal. If you are still experiencing any issues with the SuiteFiles Web App, please let us know at support@suitefiles.com. [April 22nd, 03:29 UTC]

Update – Our development team have pushed an update to all UK sites and are monitoring performance over the next 12 hours. During this time, if your team experience any issues accessing or using SuiteFiles, please contact our support team. [April 21st, 13:06 UTC]

Identified – Some users in the UK may be experiencing issues logging into the SuiteFiles Outlook add-in and SuiteFiles Drive. Users may also experience issues using particular features in the Web App such as loading tasks and connecting with XPM. Our team are currently working on resolving these issues and we’ll update the status page once they have been resolved.  [April 21st, 10:21 UTC]

March 16, 2021

Resolved – Microsoft have now resolved this issue. If you are still having any issues, please contact our team and we’ll get in touch with you with further details. [March, 16 21:50 UTC]

Update – Microsoft have encountered some technical difficulties while rolling back an update. Their team are working on resolving these issues and we will update this page as we receive more information. [March, 16 20:55 UTC]

Identified – We’ve identified a Microsoft365 issue that is impacting some SuiteFiles features such as search, admin settings and user settings. We expect a fix in approximately 15 mins and will update this page once we have more information. You can also view Microsoft’s status page here: Microsoft Status Page. [March, 16 20:23 UTC]

March 09, 2021

Resolved – Our developers have found that the issue was caused due to particular settings being disabled in the SuiteFiles Chrome Extension. To resolve this, all impacted users will need to follow these steps. If you or your team are still experiencing issues logging into our apps, please contact our support team at support@suitefiles.com [March, 10 01:48 UTC]

Identified – We’ve identified an issue when logging into our SuiteFiles Chrome Extension, Outlook Add-in or SuiteDrive when using the Advanced Login option. Our developers are looking into the cause and will put a resolution in place as soon as possible. We’ll continue updating this status page once we have more information. [March, 09 03:56 UTC]

February 18, 2021

Resolved – Our team have now resolved this issue. If you are still experiencing any issues with the display of the SuiteFiles Web App, please try refreshing your screen or contacting support@suitefiles.com. [February, 18 07:30 UTC]

Identified – We’ve identified an issue affecting the display of the SuiteFiles Web App. Our developers have found the cause and are looking at putting a resolution in place as soon as possible. In the meantime, you should be able to access your files and folders through SuiteFiles Drive or the SuiteFiles Outlook add-in. [February, 18 07:10 UTC]

February 03, 2021

Resolved – Our team have now resolved this issue. If you have any further issues using our move and copy function, please contact support@suitefiles.com [February, 05 01:13 UTC]

Update – Users should be able to use the ‘last modified by’ and ‘File Size’ columns but may be experiencing issues opening folders that contain an ampersand. Our developers are investigating this and will put a resolution in place as soon as possible. [Feburary, 03 03:48]

Update – Users should now be able to see their client folders on the SuiteFiles Web App. However, our team is still investigating an issue where the ‘last modified by’ and ‘File Size’ column may be incorrect for some users. [Feburary, 02 21:36]

Identified – Our team have identified an issue where client folders are not loading in the SuiteFiles Web App for some users. This issue is only impacting the Web App, so users can still navigate to client folders through SuiteDrive and the SuiteFiles Outlook add-in.

Our developers are investigating the cause and are looking at putting a resolution in place as soon as possible. We’ll continue updating this status page but, in the meantime, you can use our Quick Search and Advanced Search to locate your Client Folders. [February, 02 03:40 UTC]

December 04, 2020

Resolved – Microsoft have now resolved this issue. If you have any further issues logging into the Web App, please contact support@suitefiles.com [December, 04 04:01 UTC]

Update – We are beginning to receive reports of users being able to log into the Web App however we are still monitoring the situation and we will give you an update once we expect this to be fully resolved [December, 03 22:05 UTC]

Identified – We’ve identified a Microsoft365 issue which is impacting access to a number of sites. We will update this page once we have more information from Microsoft but you can also view their status page here: Microsoft Status Page [December, 03 21:20 UTC]

September 28, 2020

Resolved – Microsoft have now resolved this issue. If you are still having any issues logging into the SuiteFiles Web App, please contact our team and we’ll get in touch with you with further details. [September, 29 00:24 UTC]

Identified – Some users may be experiencing issues logging into the SuiteFiles web app. We’ve identified this as an Office365 issue which is impacting a number of sites. We will update this page once we have more information from Microsoft and the steps they’re working on to resolve this. You can view their status page here: Microsoft Status Page [September, 28 22:12 UTC]

September 25, 2020

Resolved – Following the issues with access to the SuiteFiles apps and functionality on Friday (NZST), we have now received confirmation from Google that our Chrome extension has been updated, and is now available to reinstall from the Chrome Web Store.
If you are currently experiencing issues with any of the following:

      • logging into SuiteFiles Drive
      • logging into the Outlook add-in
      • client folder links, renaming prompts, job and quote folder creation prompts in Xero Practice Manager and WorkflowMax.

Please remove then re-install the SuiteFiles Chrome extension following these steps.

If you are still having issues with accessing any of the SuiteFiles apps or functionality after removing and re-installing our Chrome extension, please contact us for further troubleshooting steps. [September, 27 21:47 UTC]

Update – Our team have identified and resolved the underlying cause affecting customers’ ability to access the SuiteFiles apps and functionality. We have rolled out a fix for the issues impacting the SuiteFiles Web App, SuiteFiles Outlook add-in and SuiteFiles Drive.

The SuiteFiles Chrome extension is still impacted for some customers. The issue has been fixed but we’re now awaiting approval from Google before the updated version is released. This means that Client folder links, renaming prompts, job and quote folder creation prompts may not be working in Xero Practice Manager and WorkflowMax. For now, we recommend removing the Chrome extension following these steps and we will provide an update on this issue as soon as possible.

If you are still having issues with accessing the SuiteFiles Web App, SuiteFiles Outlook add-in and SuiteFiles Drive, please refer to this article for further troubleshooting steps. [September, 25 06:26 UTC]

Update – Our developers are still assessing the issue and working on resolving this as soon as possible. We have identified and can confirm that this issue is impacting:

      • Logging into the SuiteFiles Web App
      • Logging into the SuiteFiles Outlook add-in
      • Logging into our SuiteDrive application
      • Creating files from templates
      • Renaming files and folders
      • Using our Advanced Search
      • Our SuiteFiles and XPM Integration
      • Using SuiteFiles Document Signing and SuiteFiles Connect

We thank you for your patience as our team work on this. [September, 25  01:16 UTC]

Update – We are now receiving reports of users unable to use certain features such as Document Signing, SuiteFiles Search and our XPM integration. As our developers continue working on this, users should be able to use the SuiteFiles Web App to access and edit their files. Our developers are still investigating this issue as their top priority and we will provide another update as soon as possible. [September, 24 22:26 UTC]

Identified – Some users may be experiencing issues logging into the SuiteFiles Outlook add-in and SuiteDrive. Some may also experience issues creating file templates on the SuiteFiles Web App. Our team are currently working on resolving this issue and we’ll update this status page once resolved. [September, 24 21:17 UTC]

September 15, 2020

Resolved – Microsoft have now resolved this issue. If you are still having any issues logging into our SuiteFiles Outlook Add-in, please contact our team and we’ll get in touch with you with further details. [September, 15 00:15 UTC]

Update – We have identified that the issue is related to a Microsoft Azure Outage in the UK. As they investigate this issue further, you will experience issues logging into the SuiteFiles Outlook add-in. We will update this page once we have more information from Microsoft, but in the meantime, you can follow this page for further details: Azure Status Page. [September, 14 22:13 UTC]

Identified – Outlook desktop users may be experiencing issues logging into the SuiteFiles Outlook add-in. Our team are currently working on resolving this issue with priority and we’ll update this status page once resolved. [September, 14 20:54 UTC]

June 15, 2020

Resolved – Microsoft have now resolved this issue [UTC June 15 03:21]

Identified – Some users may be experiencing issues logging into the SuiteFiles web app or accessing certain features such as tasks and document signing. We’ve identified this as an Office365 issue which is impacting a number of sites. We will update this page once we have more information from Microsoft and the steps they’re working on to resolve this. [June 14 23:30 UTC]

May 21, 2020

Resolved –  Our team have resolved the issue where users were experiencing delays in receiving signed files and notifications. Please note that some end users (signing recipients) may not have received an email notification to let them know that there is a file awaiting their signature. If this is the case, please resend the invitation by following step 4 here. [May 21 03:22 UTC]

Identified – Users will be experiencing issues with the document signing functionality where the email notifications to clients aren’t being received. This won’t affect files already out for signing but you may find a delay in receiving the signed file or any notifications. Our team are currently working on resolving this issue with priority and we’ll update this status page once resolved. [May 20, 23:08 UTC]

Apr 21, 2020

Resolved – Our Product Team have resolved the connectivity issues some users were experiencing. Please let us know if you still have any issues with this, and we’ll investigate further. [Apr 21, 01:22 UTC]

Identified – A number of users will be experiencing connectivity issues with the SuiteFiles apps e.g. SuiteFiles Web App, Outlook add-in and SuiteFiles Drive. These issues include not being able to log into the apps, or the apps running slowly. Our team are currently working on resolving these issues and we’ll update the status page once they have been resolved. [Apr 21, 00:14 UTC]

Still need help?

Get in touch and we'll get back to you within 1 business day.

Contact us