Post Incident Review — Platform Service Degradation May 12, 2026
Summary
On May 12, 2026, Legal Accounting experienced a major service degradation that resulted in spinning screens or a message that read: “Error: 500 - Internal Server Error Could not create lock record for queueing."
Investigation revealed a significant backlog of background queue activity, which we believe to have been the culprit.
No permanent data loss occurred. However, some users may have lost unsaved in-progress work, including prefilled forms or unsaved snapshot data interrupted during the outage window.
Incident Overview
What Happened
This issue caused elevated response times, login delays, and periods of platform unavailability affecting multiple firms.
Excessive demand on our databases from a high volume of queries as well as repeated login attempts by a third-party integration was primarily to blame.
Some partially entered data may have been lost between 12:55pm and 1:52pm ET, May 12, 2026.
Root Cause
Database overload due to excessive queries related to login processes and permission checks.
Repeated authentication traffic generated by a third-party integration account.
Resolution
Identified what processes were causing database overload.
Eliminated outdates and duplicate queue entries that were contributing to the excessive demand on the database.
Restarted affected background to resume normal operation.
Stabilized database performance and reduced platform-wide latency.
We will continue to observe and investigate how this particular third-party integration behaves and how background jobs/processes impact database capacity to prevent this from happening again.
Corrective & Preventative Actions (in progress)
Rebalance tenant workload distribution across database infrastructure.
Increase infrastructure capacity and performance headroom.
Improve monitoring for queue depth, query latency, and authentication anomalies.
Review queue timeout handling and stuck-process recovery mechanisms.
Investigate excessive integration login activity and snapshot maintenance behavior.
Improve session handling to reduce duplicate authentication requests during degraded conditions.
Our Commitment
We resolved the issue by 1:52pm, in just under one hour. However, if you were using Legal Accounting during this timeframe, please know that there is a possibility that your partially entered data did not save. If this is the case, please re-enter that data. Rest assured, we have taken measures to prevent this issue from occurring again. Thank you for your patience and we apologize for any inconvenience this caused.