Matthias Wieland Senior Director Support EMEA

Sicherheitshinweis: DocuWare und log4J2 Sicherheitslücke [DW-2021-0001.1]

Anbei unser offizieller Sicherheitshinweis DocuWare und log4J2 Sicherheitslücke [DW-2021-0001.1]. 

Die gute Nachricht vorab: Unsere Cloud- und On-Premises Systeme sind nicht (mehr) betroffen.

Der Sicherheitshinweis wird heute auch per Email an alle Kunden und Partner versandt.



Security Advisory: DocuWare and log4J2 Vulnerability [DW-2021-0001.1]

Attached is our official security advisory DocuWare and log4J2 vulnerability [DW-2021-0001.1]. 

Good news first: Our Cloud and On-Premises systems are not affected (anymore).

The security advisory will also be sent via email to all customers and partners today.
 

Hallo Herr Frank!

Unsere Cloud Systeme wurden bereits gestern gefixt und sind entsprechend abgesichert. Die Analyse für On-Prem Systeme läuft gerade auf Hochtouren. In Kürze wird es eine Information für alle Kunden und Partner geben. 

 

Due to high number of new incoming requests combined with a significant shortage of staff in our Support department we might not be able to process your request in a timely manner. Please be assured that we try our best to work on your request according to its prioritization. Requests with low priority might not be processed currently.

You may also use our Forum where you can interact with our DocuWare Community and find a solution to your request.
Do not hesitate to also use other available information sources:
- Knowledge Center
- Knowledge Base

Wegen einer hohen Anzahl an neuen Anfragen kombiniert mit einem signifikanten Personalengpass in unserer Supportabteilung kann es aktuell zu Verzögerungen bei der Beantwortung Ihrer Anfrage kommen. Wir versuchen diese baldmöglichst, entsprechend der Priorisierung, zu beantworten. Anfragen mit niedriger Priorität werden derzeit möglicherweise nicht bearbeitet.

Nutzen Sie gerne auch unser Forum um sich mit der DocuWare Community auszutauschen und eine Lösung für Ihr Anliegen zu finden.
Zögern Sie auch nicht unsere weiteren Informationsquellen zu nutzen:
- Knowledge Center
- Knowledge Base

EMEA Support Team:
Due to a support-wide education event on May 5th, the EMEA Support Team is available only from 10am CEST on this date.

You may also use our Forum where you can interact with our DocuWare Community and find a solution to your request.
Do not hesitate to also use other available information sources:
- Knowledge Center
- Knowledge Base

EMEA Support Team:
Wegen einer supportweiten Fortbildungsveranstaltung am 5. Mai ist das EMEA Support Team an diesem Tag erst ab 10 Uhr Mitteleuropäische Sommerzeit verfügbar.

Nutzen Sie gerne auch unser Forum um sich mit der DocuWare Community auszutauschen und eine Lösung für Ihr Anliegen zu finden.
Zögern Sie auch nicht unsere weiteren Informationsquellen zu nutzen:
- Knowledge Center
- Knowledge Base

Dear Romain!

Thank you for your feedback, and sorry for the confusion caused. Simon is right, the forum system is using the contact language of the initiator of the thread independent of the forum where the question is posted. That's why this automatic post who tells the initiator that a Support Request was opened was in German this time.

Additionally, we reminded the colleagues to post the solution of the support request when it is closed in the forum too. This is a manual process at the moment and sometimes forgotten unfortunately. 

One more time thanks for the feedback, we will work on improvements of these points for the future.
 

Mit freundlichen Grüßen / With best regards,
 

Matthias Wieland
Senior Director Support EMEA
DocuWare Europe GmbH

 

Dear Steve!
 

This service has been discontinued two years ago already but we are still there for you! Here is the statement we shared:

"In recent months we have been pleased to note that our help was not required for most of the announced on-site announcements. However, the effort in planning and coordinating such requests is very high. In addition, the subject or product area of the request is difficult to estimate in advance and therefore difficult to assign to a suitable support specialist. The possibility of advance announcements of on-site appointments was therefore discontinued.

Of course we are still there for you! If you have any questions about system configurations or upgrade procedures prior to an on-site appointment, please submit them as a normal support request as early as possible before the appointment. If you need help directly on site at a customer, please enter a correspondingly prioritized support request and note this in the reasons for priority. Due to our fast response times, we can usually guarantee you short-term support by a support employee specialized in the corresponding topic."

Mit freundlichen Grüßen / With best regards, 

Matthias Wieland
Senior Director Support EMEA
DocuWare Europe GmbH

Dear Community!

Until now, some customers in the support portal got an error message when trying to upload test data.
This occurred mainly with customers who have special characters or a dot in their company name.

This error should now be fixed. If you still have errors when uploading test data, please report this as a new support request. Thanks a lot!

With kind regards,

Matthias Wieland
Sr. Director Software Support
DocuWare Europe GmbH

Liebe Community!

Bisher gab es für einige Kunden im Supportportal eine Fehlermeldung wenn versucht wurde Testdaten hochzuladen.
Dies trat vor allem bei Kunden auf, die Sonderzeichen oder einen Punkt im Firmennamen haben.

Dieser Fehler sollte nun behoben sein. Sollten Sie weiterhin Fehler beim Hochladen von Testdaten haben, melden Sie dies bitte als neue Supportanfrage. Vielen Dank!

Mit freundlichen Grüßen

Matthias Wieland
Sr. Director Software Support
DocuWare Europe GmbH