Update - We are continuing to monitor for any further issues.
Feb 23, 06:07 PST
Update - Access has been restored to 2019 binders without leadsheets that were submitted before 8 AM Pacific on Saturday. We continue working to restore access to 2018 and prior year binders without leadsheets. Further updates will be posted here as they become available: https://status.sureprep.com/
Feb 20, 16:15 PST
Update - We continue working to restore access to binders without leadsheets that were submitted before 8 AM Pacific on Saturday. Additionally, to give customers a proactive option, owners of binders without leadsheets recently received a system-generated email containing a list of binder files and action required to restore the files. A summary of that email can be found in the following Help Center article: https://helpcenter.sureprep.com/hc/en-us/articles/360043560693

Further updates will be posted here as they become available: https://status.sureprep.com/
Feb 18, 14:15 PST
Update - Access to 2018 tax year binders with leadsheets has been restored. We are working to restore access to 2017 and prior tax year binders with leadsheets. Further updates will be posted here as they become available.
Feb 18, 03:24 PST
Update - We are still working to fully restore access to 2018 tax year binders with leadsheets and we should have that completed in the next few hours. Further updates will be posted here as they become available.
Feb 17, 16:28 PST
Update - We are continuing to monitor for any further issues.
Feb 17, 07:12 PST
Update - SurePrep encountered a storage device failure early Saturday morning. Our primary file storage server (volumes hosted on a RAID Array) became non-responsive and its files inaccessible. This was purely a storage system failure and not a security incident. There was no security breach of any of our systems.

At approximately 8 AM Pacific on Saturday, we stood up a new primary file storage server so binders submitted after that time should be accessible. For 2019 binders with leadsheets that were submitted before 8 AM Pacific on Saturday, we restored files from backup so those binders should be accessible. 2018 binders with leadsheets should be restored from backup by this afternoon. 2017 and earlier binders with leadsheets will be restored soon.

For binders without leadsheets that were submitted before 8 AM Pacific on Saturday, customers will need to take specific action. The binder needs to be opened by the last person who opened the binder before the incident. Once that’s done, the binder will be accessible to all users. When a user opens a binder without leadsheets, if the files aren’t available, they will see an “Error in download” message stating “Error occurred while downloading the file(s) listed below.” Contained in that error message is the name of the person who last opened the binder. Once that person opens the binder from the same computer used to open it before, the files and binder will sync and the binder will be accessible to all other users.

For binders that were submitted but never opened, some might need to be deleted and resubmitted. This morning, our support team will reach out to users who submitted binders that need to be deleted and resubmitted.

Further updates will be posted here as they become available.
Feb 17, 06:58 PST
Update - We are preparing a detailed explanation and instructions for customers still experiencing SPbinder errors. Those instructions will be posted here in the next hour.
Feb 17, 06:07 PST
Update - Our IT and Operations teams continue to make progress towards a full resolution of the SPbinder issues that are causing errors for some customers. Incident updates will be posted here as they become available.
Feb 17, 03:44 PST
Update - We continue to make progress towards a full resolution of the SPbinder issues that are causing errors for some customers. Incident updates will be posted here as they become available.
Feb 16, 18:15 PST
Update - We continue to mitigate the issues causing some customers to see errors when opening binders. Incident updates will be posted here as they become available.
Feb 16, 15:09 PST
Update - Some customers are still experiencing errors opening 2019 binders. Our IT and Operations teams continue working to restore full access to all tax years. Updates will be posted here as soon as they become available.
Feb 16, 11:38 PST
Monitoring - Some customers are still experiencing errors opening 2019 binders. Our IT and Operations teams are working to restore access. Updates will be posted here as soon as they become available.
Feb 16, 09:41 PST

About This Site

Welcome to SurePrep's home for system status information. Here you'll find current and historical data on system performance and metrics. If there are any service interruptions, an incident will be reported here. Click on the blue SUBSCRIBE TO UPDATES button above to be notified via email and/or sms as soon as there is a change in system performance or planned system maintenance. Please be aware, after subscribing you will receive a confirmation email.

FileRoom Operational
90 days ago
100.0 % uptime
Today
SPbinder Degraded Performance
90 days ago
99.63 % uptime
Today
1040SCAN Review Wizard Degraded Performance
90 days ago
99.63 % uptime
Today
TaxCaddy Operational
90 days ago
100.0 % uptime
Today
TaxCaddy Dashboard Operational
90 days ago
100.0 % uptime
Today
TaxCaddy Email Notifications Operational
90 days ago
100.0 % uptime
Today
Integrations Operational
90 days ago
100.0 % uptime
Today
GoSystem Tax Integration Operational
90 days ago
100.0 % uptime
Today
GoFileRoom Integration Operational
90 days ago
100.0 % uptime
Today
CCH Axcess Tax Integration Operational
90 days ago
100.0 % uptime
Today
CCH Global fx Tax Integration Operational
90 days ago
100.0 % uptime
Today
Third Party Services Operational
90 days ago
100.0 % uptime
Today
Zendesk (SurePrep Support Ticketing System and Help Center) Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
had a major outage
had a partial outage
Past Incidents
Feb 24, 2020

No incidents reported today.

Feb 23, 2020
Completed - The scheduled maintenance has been completed.
Feb 23, 02:30 PST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 22, 22:30 PST
Scheduled - SurePrep's systems will undergo the following maintenance period:

10:30 PM Pacific on Saturday, February 22 to 2:30 AM Pacific on Sunday, February 23. Customers will be unable to connect during this 4 hour maintenance period. We schedule maintenance at times that minimize the impact to our customers but we apologize for any inconvenience.
Feb 21, 19:37 PST
Feb 21, 2020

No incidents reported.

Feb 19, 2020

No incidents reported.

Feb 15, 2020
Resolved - The issues preventing some customers from opening 2019 binders have been resolved. We’re working to restore access to prior year binders and updates will be posted here as soon as they become available.
Feb 15, 23:23 PST
Update - We continue to make progress towards a full resolution of the SPbinder issues. Incident updates will be posted here as soon as they become available.
Feb 15, 21:02 PST
Update - We continue to make progress and we should have access to 2019 binders restored by the end of the night. Incident updates will be posted here as we get them.
Feb 15, 18:59 PST
Update - Our IT and Operations teams continue to work towards a full resolution. Incident updates will be posted here as we get them.
Feb 15, 15:13 PST
Update - We continue to work diligently towards a full resolution. Incident updates will be posted here as we get them.
Feb 15, 12:41 PST
Monitoring - We are seeing improvements in SPbinder performance, although some customers are still seeing errors when opening binders. We are working diligently towards a full resolution. Incident updates will be posted here as we get them.
Feb 15, 10:27 PST
Identified - A storage server failed early Saturday morning and we’re working to replace it immediately. In the meantime, clients may see errors while submitting and working with binders. We’re working as quickly as possible to resolve the issues. Incident updates will be posted here as we get them.
Feb 15, 05:57 PST
Feb 14, 2020

No incidents reported.

Feb 13, 2020

No incidents reported.

Feb 12, 2020

No incidents reported.

Feb 11, 2020

No incidents reported.

Feb 10, 2020

No incidents reported.