Time: Nov. 14, 2024, 8:31 a.m.

Status: Resolved

Update: This incident has been resolved.

Time: Nov. 14, 2024, 1:22 a.m.

Status: Monitoring

Update: The scheduled downtime is now complete, and the Synergy production environment is back up. Our technical team will continue to monitor performance to ensure the reported performance degradation has been resolved. Thank you for your patience, and apologies for the disruption this may have caused.

Time: Nov. 14, 2024, 1:01 a.m.

Status: Identified

Update: We have investigated reports of performance degradation across the Synergy production environment (app.totalsynergy.com). The Synergy production environment will have 5 minutes of downtime from 12:05 PM AEDT (01:05 AM GMT) on November 14, 2024. We appreciate your patience while we work to restore performance to Synergy.

Time: Oct. 31, 2024, 11:53 p.m.

Status: Resolved

Update: Microsoft released an update to the Issue ID EX921449 at 3:55 AM AEDT indicating they have addressed some issues that were delaying the script and have confirmed that 50 percent of all affected email messages have been released from quarantine. They are continuing to monitor the script as it progresses towards completion. As this update suggests, users with an email hosted by Microsoft Exchange Online should start to see their emails come through or re-appear over the course of the day. Please refer to Microsoft's Service Health page (as a Microsoft 365 Admin) or through your IT Partner for further updates. Thanks for your patience while we investigated this issue.

Time: Oct. 31, 2024, 1:37 a.m.

Status: Identified

Update: It has been identified that the issue impacting outgoing emails has been isolated to recipients who use Microsoft Exchange Online. The emails being sent from Synergy, such as Invoices are being automatically quarantined by Microsoft Security. We recommend those having the issue with receiving emails from Synergy, reach out to their IT team and request they look into MSFT Alert ID "EX921449". - Open office 365 admin centre - Navigate to Health - Find the Exchange online alert Our technical team are continuing to investigate this to help resolve the impact this is having on Synergy emails, and we will continue to provide updates as they become available from Microsoft.

Time: Oct. 30, 2024, 4:01 a.m.

Status: Investigating

Update: Between approximately 6am - 12pm AEDT today, there were delays experienced with the sending of invoices. Invoices are appearing in Synergy as sent, but invoice emails have not been received by customers. We are currently investigating the issue. If the invoice is urgent, we recommend downloading the PDF from Synergy and attaching it to an email manually. Please note, that customers may receive the invoice again once the backlog is cleared. We apologise for any inconvenience and will keep you updated as we work to resolve the issue.

Time: Oct. 27, 2024, 11:30 p.m.

Status: Resolved

Update: On Sunday, October 27, 07:00 AM AEDT / Saturday, October 26, 21:00 PM a technical fix was released to resolve this issue. Users that sync Synergy with QBO can now do so successfully. Thanks to QBO users who were patient while we worked on resolving this issue.

Time: Oct. 25, 2024, 4:03 a.m.

Status: Identified

Update: Our technical team have identified the issue causing the error "System.ArgumentNullException." This error is a result of payments or credits being added to QBO, where there is no matching invoice found in Synergy. A fix will be implemented early next week to resolve this issue and allow users to sync as expected. We will continue to provide updates as they become available and appreciate your patience and understanding while we work to resolve this issue as quickly as possible.

Time: Oct. 24, 2024, 4:59 a.m.

Status: Investigating

Update: When attempting to sync between Synergy and QBO, some users are receiving the following error message - “System.ArgumentNullException: Value cannot be null”. Our technical team are currently working on a fix with high priority, and we will provide updates as they become available. We apologise for any inconvenience and disruption this may have caused and appreciate your patience as we try to resolve this issue.

Time: Sept. 18, 2024, 6:18 a.m.

Status: Resolved

Update: Between approximately 2:20PM - 2:40PM AEST today, we experienced a temporary issue with one of our servers, which impacted the generation of some invoices and report exports. Reports: If you attempted to generate a report during this period, reissue the report to resolve the issue. Invoices: If you attempted to generate invoices during this period, we recommend reviewing them and re-saving them if necessary. We apologise for any inconvenience and appreciate your understanding.

Time: Aug. 21, 2024, 10:33 p.m.

Status: Resolved

Update: We are pleased to share that the Xero Connect compatibility issue impacting users on a Xero “Ultimate” plan has been resolved. Users can now successfully sync data between Synergy and Xero as expected. We apologise for any inconvenience and thank you for your patience.

Time: Aug. 20, 2024, 8:16 a.m.

Status: Identified

Update: We are investigating a Xero Connect issue impacting customers on the Xero Ultimate Plan. Details: We're aware of an incompatibility with Xero's latest update to their "Ultimate" plan. Synergy users on some of Xero's "Ultimate" plans are currently unable to Sync from Synergy to Xero, and will get a "GetLockDate failed" error. Our technical team are currently working on a fix to support the new Xero plans with high priority, and we will provide updates as they become available. We apologise for the inconvenience this has caused and appreciate your patience.