No impact incident

Thomson Reuters Legal: HighQ US file operation failures

Affected: USA HighQ (Collaborate)

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

Timeline

1. Oct 27, 2026, 15:20 UTC
   investigating
   We are investigating an issue affecting some HighQ instances hosted in our US data centre. Some users may be experiencing failures with file operations (upload, download, viewing).
2. Oct 27, 2026, 16:03 UTC
   identified
   We have identified a storage issue affecting some HighQ instances hosted in our US data centre. To protect your data and prevent further changes while we work on recovery, we are shutting down the affected instances. During this time, affected instances will be unavailable. We will provide our next update within 2 hours.
3. Oct 27, 2026, 18:42 UTC
   identified
   We have identified the cause of the storage issue affecting some HighQ instances in our US data center and have begun recovery with our cloud provider. Affected instances remain unavailable while this work is completed, so that data is protected and no further changes are made. We currently estimate that full recovery could take approximately 10 hours. This is an estimate and may change as the work progresses. Once recovery is complete, we will verify the affected environments before restoring access.
4. Oct 28, 2026, 01:19 UTC
   identified
   The recovery of the storage issue affecting some HighQ instances in our US data center has completed. We are now validating the affected environments before restoring access. Affected instances remain unavailable while these checks are carried out, to make sure data is complete and consistent. We expect to begin restoring access shortly and will bring instances back as each one passes validation, so some may return before others. We will provide an update within 1 hour
5. Oct 28, 2026, 02:02 UTC
   monitoring
   Access has been restored to the HighQ instances in our US data center that were affected by the storage issue. Recovery is complete and we have validated the affected environments. We are completing a final restart of the remaining application services so that all instances are running at full capacity. During this time, some users may experience a brief interruption or be asked to sign in again
6. Oct 28, 2026, 03:00 UTC
   resolved
   This incident has been resolved.

Updates as published by Thomson Reuters Legal (original).