jar546
CBO
If you are in the US and integrate any software via the API of Bluebeam Studio Prime, you are aware of the problems. The API, used to integrate Bluebeam Revu has a history of failure over the past four years I have been using it. Last year, I figured out the email of the CEO of Bluebeam in the US because I had enough. For three weeks, we were down and unable to perform plan review through our integration, and Bluebeam was nonchalant at best about the situation. After my email to the CEO at the time, things changed, and before I knew it, I was having virtual meetings with Bluebeam's upper management team, showing them the problems.
Bluebeam is a fantastic program on its own. However, when you try to integrate it with other software through its API, the cracks in the foundation start to show. Consistent problems with markups not coming back, files not coming back from Bluebeam, connection issues, and more all plagued us. To be honest, I am looking for a replacement that does not have such a sub-par API which appears to be the problem. It appears as though they have had new leadership since the last quarter of 2023 and are trying to improve their system. Their fees have changed significantly, yet the API problems with Bluebeam Studio Prime have gotten worse with more downtime and problems than ever before.
Recently we all received an email from their new CEO about issues they have been working on since March 4th. The email appears to be sincere but leaves out the fact that they've had significant issues for years. The amount of time we lost doing workarounds and on the phone with Bluebeam and our integration software company has been immense. Lost time, productivity and more. I hope the Bluebeam finds a solution. We've changed the way we function now because of the poor service and lack of reliability from Bluebeam.
I plan on making a video for TBCF with more details on this issue. Until then, here is the email from Bluebeam.
Dear Bluebeam Customer,
I would like to convey my heartfelt appreciation for the trust you've extended to Bluebeam. Your collaboration holds immense value for us, and we deeply value your business.
I'm personally reaching out to provide a follow-up on our communication from Friday, March 8 concerning the Bluebeam Studio server issues you've faced. We acknowledge that customers encountered login difficulties with Revu 21 during the maintenance window, along with recurrent periods of Studio downtime or service degradation since March 4.
This is unacceptable for us as we have taken immense pride in our ability to provide reliability to our customers over the years. Please accept my sincere apologies for the disruption to your business this has caused. To remain as transparent as possible, I want to address some questions our team has heard and answer them as best I can.
What caused these issues?
As Bluebeam's customer base grows and user needs expand, the Studio application's architecture, scalability, and resiliency capabilities need to expand to allow for that continued growth. Our modernization initiative involved transitioning from a SQL server database to a cloud-based storage solution for Studio. However, the restructuring and management of the database posed challenges, particularly with more complex tables under high loads, which were not correctly anticipated during initial testing.
When will these issues be fixed?
With the root cause identified, we aim to commence the rollout of a solution as early as Thursday evening, March 14, which will take the weekend to complete. We will continue to provide updates as we advance in this process.
Were the issues related to any cybersecurity threats?
We have reviewed and analyzed with our infosec team and have no indication that the issue was related to cybersecurity threats.
Why didn’t we receive communications about the issues sooner?
We communicated directly with affected customers through our support channels. We refrained from broad-based communication until we had clarity on the root cause and the necessary actions for resolution. We recognize the need for improved proactiveness in communication and are committed to enhancing this aspect moving forward.
Why didn’t the team test this more rigorously?
Our teams conducted meticulous testing and adhered to the best practices that Bluebeam has consistently followed in the past. A similar migration was seamlessly implemented in three regions before the US region, without any issues. The insights gained from this experience enable us to enhance our testing routine further, incorporating deeper dimensions and additional scenarios, ensuring continuous improvement.
Are there troubleshooting tips that I can try with my team?
Please reach out to our technical support teams or customer success representatives who will gladly try to assist.
When will you know if the issue is 100% resolved?
As soon as our solution is deployed and tested, we will inform you of the resolution. You can continue to monitor Bluebeam server status in real time here.?
I speak for all of us at Bluebeam when I say we sincerely appreciate your patience, understanding and trust as we address these challenges. Our ongoing commitment is to deliver exceptional solutions that contribute to your success.
Thank you.?
Usman Shuja
CEO, Bluebeam
Bluebeam is a fantastic program on its own. However, when you try to integrate it with other software through its API, the cracks in the foundation start to show. Consistent problems with markups not coming back, files not coming back from Bluebeam, connection issues, and more all plagued us. To be honest, I am looking for a replacement that does not have such a sub-par API which appears to be the problem. It appears as though they have had new leadership since the last quarter of 2023 and are trying to improve their system. Their fees have changed significantly, yet the API problems with Bluebeam Studio Prime have gotten worse with more downtime and problems than ever before.
Recently we all received an email from their new CEO about issues they have been working on since March 4th. The email appears to be sincere but leaves out the fact that they've had significant issues for years. The amount of time we lost doing workarounds and on the phone with Bluebeam and our integration software company has been immense. Lost time, productivity and more. I hope the Bluebeam finds a solution. We've changed the way we function now because of the poor service and lack of reliability from Bluebeam.
I plan on making a video for TBCF with more details on this issue. Until then, here is the email from Bluebeam.
Dear Bluebeam Customer,
I would like to convey my heartfelt appreciation for the trust you've extended to Bluebeam. Your collaboration holds immense value for us, and we deeply value your business.
I'm personally reaching out to provide a follow-up on our communication from Friday, March 8 concerning the Bluebeam Studio server issues you've faced. We acknowledge that customers encountered login difficulties with Revu 21 during the maintenance window, along with recurrent periods of Studio downtime or service degradation since March 4.
This is unacceptable for us as we have taken immense pride in our ability to provide reliability to our customers over the years. Please accept my sincere apologies for the disruption to your business this has caused. To remain as transparent as possible, I want to address some questions our team has heard and answer them as best I can.
What caused these issues?
As Bluebeam's customer base grows and user needs expand, the Studio application's architecture, scalability, and resiliency capabilities need to expand to allow for that continued growth. Our modernization initiative involved transitioning from a SQL server database to a cloud-based storage solution for Studio. However, the restructuring and management of the database posed challenges, particularly with more complex tables under high loads, which were not correctly anticipated during initial testing.
When will these issues be fixed?
With the root cause identified, we aim to commence the rollout of a solution as early as Thursday evening, March 14, which will take the weekend to complete. We will continue to provide updates as we advance in this process.
Were the issues related to any cybersecurity threats?
We have reviewed and analyzed with our infosec team and have no indication that the issue was related to cybersecurity threats.
Why didn’t we receive communications about the issues sooner?
We communicated directly with affected customers through our support channels. We refrained from broad-based communication until we had clarity on the root cause and the necessary actions for resolution. We recognize the need for improved proactiveness in communication and are committed to enhancing this aspect moving forward.
Why didn’t the team test this more rigorously?
Our teams conducted meticulous testing and adhered to the best practices that Bluebeam has consistently followed in the past. A similar migration was seamlessly implemented in three regions before the US region, without any issues. The insights gained from this experience enable us to enhance our testing routine further, incorporating deeper dimensions and additional scenarios, ensuring continuous improvement.
Are there troubleshooting tips that I can try with my team?
Please reach out to our technical support teams or customer success representatives who will gladly try to assist.
When will you know if the issue is 100% resolved?
As soon as our solution is deployed and tested, we will inform you of the resolution. You can continue to monitor Bluebeam server status in real time here.?
I speak for all of us at Bluebeam when I say we sincerely appreciate your patience, understanding and trust as we address these challenges. Our ongoing commitment is to deliver exceptional solutions that contribute to your success.
Thank you.?
Usman Shuja
CEO, Bluebeam
