Lightico - Investigation into downloading of completed documents

The issue impacting ability to download completed documents for some Lightico accounts has now been resolved.

The incident will now enter the recovery phase for impacted customer accounts. Lightico Support will reach out to impacted customers directly and will provide updates through direct communication.

If you have further questions or experience technical issues with your Lightico service, please reach out to Support at support@lightico.com.

Lightico has now identified the issue where completed documents may not be available for download from a session. Our investigation found that completed files from sessions that ended prior to May 11th, 10AM EST may have been impacted. 

File completion, storage uploads and email sending were unaffected for these files, however access (download) of these files continues to be unavailable . 

The investigation of unavailable completed documents for historical sessions is still ongoing with high priority. We will be updating further on this in the next 24 hours.

Any new sessions created and documents completed are unaffected by this issue and will be available to download via Agent Desktop, History or API. 

We apologize for the inconvenience caused, and we appreciate your patience and understanding as we work towards resolving this matter.

Our team is still investigating the issue and working to identify the root cause. We will provide a further update in the next hour. We appreciate your patience.

Lightico engineers are investigating reports related to issues found when attempting to download completed documents. We will update on this issue in the next 30 minutes