Intuit Service Update
Monday, June 21
We apologize again for the downtime and frustrating experiences our previous service interruptions have caused. It won’t be business as usual for employees at Intuit this week. Our priority continues to be to work with our affected customers to resolve the issues caused by the outages. At the same time, we are continuing an exhaustive review of root cause of the interruptions and how we can get better. We’ll continue to keep you updated as we learn more.
Because the outages affected multiple services, customer questions are being handled on a product by product basis. The best thing for customers to do is contact us. Product support contact information is available here.
June 20, 6 a.m. Pacific Time
All our services are back online. We apologize for the downtime and frustrating experience these service interruptions have caused. The Intuit team continues to monitor our systems closely. We are still looking into these outages to fully understand the root cause and what we can do to get better. Thank you for your patience.
June 19, 11 p.m. Pacific Time
We are sorry. Although progress continues, we are still experiencing technical difficulties with some of our services. Since our last communication, a few applications have been restored. Unfortunately, not all of them. We can’t predict exactly when all services will be back online but we’re putting in every effort to achieve that goal by morning. We will continue to work through the night and will provide our next update at 6 a.m. Pacific Time.
June 19, 9 p.m. Pacific Time
We apologize. We are still experiencing technical difficulties with some of our services. We’ve made progress correcting the problem with our hardware system since our last communication. We are beginning to bring some applications back online. However, there is still more work to be done and it may still be a number of hours before we restore service completely.
It continues to be all-hands on deck with Intuit and our vendor to correct the problem. We will post another update at 11 p.m. Pacific Time
June 19, 7 p.m. Pacific Time
We’re sorry. We are experiencing technical difficulties with some of our services. We are aggressively working to resolve the issue. We cannot say with certainty exactly how long it will take to get things back up and running. But it may be a number of hours before we restore service completely.
What happened? At this time it looks like we are experiencing trouble with the same hardware system we experienced trouble with last week. That’s all we know right now. Over the next two hours, Intuit and its vendor are all hands on deck and we will post an update at 9 p.m.
UPDATE 5 - Insight into the outage
To our customers:
We understand we didn’t communicate as frequently as you or we would have wanted. This issue was complicated and involved a number of Intuit applications. We did not want to share any information until we had complete confidence in it. We realize now that in times of uncertainty it is better to share updates on our progress as they occur versus waiting for complete answers, not sharing enough and leaving you feeling in the dark.
We still have unanswered questions, but we do know more and I want to share it with you.
We had an accidental power failure that brought both our primary and secondary power units down. The process of restoring power caused a hardware system failure. We still don’t know the root cause of that. To ensure full integrity across all our impacted applications, we immediately initiated a restoration process using our back up data. We also had to ensure proper sequencing in a way where both individual applications and our own enterprise applications that they rely on are restored in the most reliable and secure way before bringing them back on line. This took more time than anyone would like, but it was the safest most reliable course of action.
We will continue to look into both the root cause of the failure as well as our response so that we learn from this and get better. We appreciate your patience in what has been, understandably, a very frustrating experience.
UPDATE 4 - We're back online.
We’ve restored service to the Intuit customer websites affected by this week’s outage. The Intuit sites, including TurboTax Online, QuickBooks Online, Quicken and QuickBase, are live today following work that continued throughout the night. In some isolated cases, customers may need to refresh their browsers to connect to our sites.
“We’re carefully monitoring the sites and the applications that support them to ensure we provide the services that customers expect. And they’re performing well at this time,” said Ginny Lee, Intuit chief information officer. “We’re deeply sorry for the disruption to businesses and consumers and appreciate their patience as we worked to resolve this problem.
“With service restored, it’s our priority to work with those affected and resolve any issues caused by this outage.”
The outage occurred during routine maintenance Tuesday night. An accidental power failure at that time affected Intuit’s primary and backup systems, taking a number of intuit corporate websites and services offline.
To our customers,
First of all, please accept my personal apology for the effect that today’s service outage had on you and your business. We know our customers rely on Intuit products and services and we take it very seriously when your business can’t perform its key tasks.
We’re making good progress toward returning to normal.
We’re beginning to restore all affected Intuit websites and services. Customers already have access to some sites and we’re continuing to work toward full restoration.
We’re also learning what happened. Our preliminary investigation indicates the outage occurred during a routine maintenance procedure Tuesday night. An accidental power failure during that procedure affected both our primary and backup systems, taking a number of Intuit websites and services offline. While power was quickly restored, we’re working diligently to validate our systems and bring them back into full operation.
Again, we apologize for disruptions we’ve caused and understand the importance of our services to our customers. We will continue working nonstop until all affected websites and services are fully restored.
Chief Information Officer
We are making progress toward restoring a number of websites affected by a service disruption. Despite the progress, we’re not yet able to estimate a specific time when all applications will be completely available.
We understand our customers’ concerns and apologize for the inconvenience. We are committing every necessary person and resource to restore the important services our customers rely upon as quickly as possible. It’s our top priority.