Multiple Feature Outages North America - 19 September 2025

Incident Report for Actionstep Practice Management

Postmortem

Post-Incident Summary: North America Feature Outage – September 19, 2025

Incident Overview
On September 19, 2025, Actionstep experienced an outage affecting several features in North America, including document, contact, and custom data management, as well as integrations such as Outlook, Word, and Zapier. Customers encountered 403 error messages during this time.

Impact
The issue occurred between 11:45 a.m. MDT and 1:00 p.m. MDT. During this period, customers in North America were unable to reliably use the affected features.

Resolution
Our engineering team identified the root cause and worked with our partners to remediate the issue. Full functionality was restored by 1:00 p.m. MDT.

Next Steps
We are implementing additional safeguards in our change management and quality assurance processes to ensure this type of disruption does not occur again.

Acknowledgement
We understand the disruption this caused and apologize for the impact on your firm’s operations. Maintaining system stability and reliability is our top priority, and we are taking steps to strengthen our controls and prevent recurrence.

Posted Sep 20, 2025 - 08:37 NZST

Resolved

We are writing to provide further information on the issues affecting the Actionstep Practice Management platform, which occurred on September 19, 2025, and to confirm that the issue is now resolved.

This issue impacted Document, Contact, and Custom Data Management as well as integrations such as Outlook, Word, and Zapier from 11:45MDT to 13:00MDT, resulting in 403 errors and preventing the use of those functions.

The Actionstep team appreciates the impact that this issue may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform.

We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. A full post-mortem will be available in the coming days on the Actionstep Practice Management Status page.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 07:24 NZST

Monitoring

Our team has identified the cause of the issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This issue occurs during the editing, uploading, and generation of documents. Some customers are also experiencing problems using the Word add-in.

Some customers were also experiencing issues with managing contact records and data collections; these issues have been resolved.

We have released a fix for all North American regions.

We will continue to monitor our servers and support channels for any further reports.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 07:07 NZST

Update

Our team has identified the cause of the issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This issue occurs during the editing, uploading, and generation of documents. Some customers are also experiencing problems using the Word add-in.

Some customers were also experiencing issues with managing contact records and data collections; these issues have been resolved.

We have released a fix for our US servers; our Canadian server continues to see issues.

In the meantime, our support team is available to reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 06:44 NZST

Identified

Our team has identified the cause of the issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This issue occurs during the editing, uploading, and generation of documents.

Some customers are also experiencing issues using the Word add-in, managing contact records, and accessing data collections.

Our team is working to prepare a fix to restore the system to normal operations urgently.

We will communicate with you regularly regarding the progress of this work to ensure you are back working as soon as possible.

In the meantime, our support team is available to reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 06:42 NZST

Update

We wanted to provide an update on the Document Management issue communicated earlier.

We are working with our AWS infrastructure partner to investigate this further. Our team is still working to resolve the issue, which remains our top priority.

We thank you for your patience and encourage you to reach out to us by way of ticket submission at https://support.actionstep.com if you require further assistance.

We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 06:38 NZST

Update

We wanted to provide an update on the Document Management issue communicated earlier.

Our team is still working to resolve the issue, which remains our top priority. We thank you for your patience and encourage you to reach out to us by way of ticket submission at https://support.actionstep.com if you require further assistance.

We will communicate with you regularly regarding the progress of this work to ensure you are back working as soon as possible.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 06:25 NZST

Investigating

Our team has identified an issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This is happening when editing, uploading, and generating documents.

Some customers are also experiencing issues using the Word add-in.

Our team is investigating this as a priority and will work to restore the system to normal operations urgently.

We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible.

In the meantime, our support team is available to reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance.

Regards,
Actionstep Support Team

Posted Sep 20, 2025 - 05:45 NZST

This incident affected: Canada, USA (West), and USA (East).