No impact incident

Thomson Reuters Legal: HighQ Access Issue on Some Corporate Networks

Affected: EMEA HighQ (Collaborate), UK HighQ (Collaborate)

Current status of Thomson Reuters Legal: Operational — live Thomson Reuters Legal status

Timeline

1. Oct 27, 2026, 12:02 UTC
   investigating
   We are aware that some users on certain corporate office networks are unable to load their HighQ site. The sites themselves are up and working normally. Users connecting from other networks, such as home, mobile or remote connections, are not affected. Our investigation shows that secure (TLS 1.3) browser connections from the affected networks are not completing, while connections using TLS 1.2 work normally. This points to a configuration or filtering issue on the path between those networks and HighQ. What you can do: If your users are affected, please ask your IT or network team to review their firewall or web-security inspection settings for HTTPS (TLS 1.3) traffic and any changes made since 26 Oct. Our support team can share diagnostic details on request.
2. Oct 27, 2026, 13:41 UTC
   identified
   The issue affecting access to HighQ from some corporate office networks has been identified as a third-party issue. Cloudflare, one of our network providers, has reported that users whose traffic passes through certain external vendor firewalls are seeing connection timeouts (ERR_TIMED_OUT) on HTTPS websites after recent firmware upgrades. Cloudflare's network and the HighQ platform are operating normally. Affected users can reach HighQ from remote locations, mobile devices and networks that do not use these firewalls. Resolving the issue requires a configuration change on the affected firewalls, so we recommend that customers experiencing this issue ask their network or IT team to review their firewall's HTTPS/SSL inspection and security-profile settings, and any recent firmware updates. Cloudflare's incident is here: https://www.cloudflarestatus.com/incidents/dk2obcyw2aew We are continuing to work with Cloudflare and affected customers and will provide further updates as they become available.
3. Oct 27, 2026, 15:02 UTC
   monitoring
   Cloudflare has reported that a fix has been implemented for the third-party firewall issue affecting access to HighQ from some corporate networks. We are seeing connections from affected networks return to normal. If you are still unable to access HighQ, please restart your browser and contact HighQ Support, quoting your network details. We will continue to monitor and will confirm once the incident is resolved.
4. Oct 27, 2026, 19:34 UTC
   resolved
   This incident has been resolved.

Updates as published by Thomson Reuters Legal (original).