Hyland Community and support portal transformed

[kevinrusnak]

We've heard it from customers: navigating between different Hyland sites to find what you need feels fragmented and confusing. On Monday October 19, 2026, we're making changes to help fix that. As part of Hyland’s Digital Experience Alignment initiative, our digital ecosystem is getting reorganized so each site has a clearer purpose and works together the way you expect.

Here's what's changing

Community.Hyland.com becomes your hub for connection — forums, blogs, announcements, resources and peer-to-peer learning. This is where you go first when you have questions or want to learn from others.

Support.Hyland.com becomes your dedicated support portal — submit cases, manage requests, search knowledge base articles and view your account information. Everything for getting help is here.

Docs.Hyland.com remains your product documentation home.

Connect.Hyland.com is decommissioned, while blogs, forums and announcements merge with resources on the new Community experience.

These changes bring enhanced and needed clarity. You'll know exactly where to go for what you need. Community for peer wisdom, support for case management, Docs for technical details. Your self-service journey gets faster with most answers in forums or the knowledge base, but direct support is there when and where you need it.

What to expect

Customers can expect the following as we work towards finalizing the above changes.

• Now through October 12: You'll see banners letting you know what's coming when. Content stays where it is without disruption.
• October 12–19: The transition week. Community.Hyland.com and Connect.Hyland.com will look different as we prepare the new experience. You’ll notice that some content will be frozen and users will be unable to add new blogs. None of these changes will affect your ability to find information or get support. Check our status page for daily updates – we are committed to keeping you informed.
• October 19: Everything goes live. An improved support experience is found on Support.Hyland.com, Community is transformed and Connect is decommissioned. Redirects will be in place to help you navigate these site changes.

Redirects and URL mapping

Old URLs will redirect to their new homes for up to two years. To ensure a seamless transition and avoid issues after redirects are no longer in place, we recommend updating bookmarks to the new URLs.

We’ve provided a detailed URL pattern mapping guide so you know exactly what's moving where and can update as appropriate.

Help shape these changes

We want your input before October 19. Beta testers get early access to the new Community and support experience and direct influence on the final design. Apply to be part of beta testing.

Learn more

Check out our FAQ page and pattern mapping guide for all the details. Submit feedback to the team. Let’s make a better experience together.

[MVannLeicester]

"Community.Hyland.com becomes your hub for connection — forums, blogs, announcements, resources and peer-to-peer learning. This is where you go first when you have questions or want to learn from others.

Connect.Hyland.com is decommissioned, while blogs, forums and announcements merge with resources on the new Community experience."

(insert Pepperidge Farm meme)

I'm old enough to remember almost the same exact verbiage saying that Connect was going to be the hub and Community was going to be decommissioned which is why the forums were moved over (and many valuable links that were copied, are now dead and unusable).

Just sayin.

[kevinrusnak]

@MVannLeicester  Fair point — and the history you're pointing out is actually part of what informed this work.

One of the lessons we've learned is that simply moving content from one platform to another doesn't necessarily create a better customer experience, particularly when links and pathways customers depend on are disrupted.

The October changes are intended to address the broader experience. Rather than asking one site to become the destination for everything, we're giving Community, Support and Docs clearer purposes and designing them to work together as part of one Hyland digital experience.

We're also putting significantly more emphasis on URL mapping and redirects during this transition because preserving those customer pathways matters. If there are valuable links you've found that are currently broken, please send them our way through a Community Sites case. Those are exactly the kinds of issues we want to identify as we make this transition.

And please keep calling things like this out. The goal isn't just to move things again — it's to make the overall Hyland experience easier to navigate and more sustainable. Please consider joining our beta testing team and provide us feedback before October.

[MVannLeicester]

As much as I would to contribute, as I mentioned to Tom's post, I don't have time.   I wish I did, I don't.  

The reason I don't have time is the same reason I post what I post.  Which isn't what I used to post (because I didn't need to.  It was assumed).

My client generally likes the potential of the product.

The issue is that, starting with v18, critical issues and bugs are being introduced that make things worse and worse.  Almost all of those are around Workview, which is the primary module they make the most use of.

Hyland is aware of these, but doesn't provide us tools to self-solve.  Majority of them require Hyland go in and fix the database, which we can't easily do if there's a VAR, and it takes days to do something we used to be able to request in an hour or so.

Why then was Workview Doctor / Workflow Doctor created in the first place?  Why aren't they getting tools added with the monthly updates as these issues are found so we don't have to call support for something that was broken due to no fault of our own?

Then, frequently, I'm the usually first to report an issue simply because the client has hit me with a challenge that I know I should be able to overcome, but then run into some obscure bug (CARSConfig, most notably) and there's no knowledge left except what I'm creating, because others just haven't hit it; but Hyland is actually aware of the issue (TSKB), simply that the knowledge is stuck on Community, not Connect.  Connect's search doesn't return Community's knowledge.  Which makes no sense.

Community doesn't auto login when navigating from Connect.  Why?

Connect wants to always pull Alfresco stuff despite my specific primary HSI not having Alfresco, it's OnBase.  So why can't Connect simply not return products that the HSI doesn't own? (We do have an Alfresco HSI, but it's not my primary, nor would I go there because I don't support that product, thus its knowledge isn't of relevance.)

"Content Innovation Cloud", a bunch of AI/LLM stuff (which is no-go, but even if it was, the client wants core essential functionality to work as sold), "Ask Discovery" forced in without asking people, etc. 

IdP (V18) = breeze simple.  IAM = Can't use basic NT Auth anymore, doesn't properly support Entra ID, told by developers to just "look at the docs" instead of properly deploying configurators that automate the significant amount of steps, etc.

Two-three different ways to see current issues and their fix status.

No straightforward way to just request new test certs (I know it used to be there).

No Hyland-managed database guide with 100% of used tables.

The .NET Core chaos - first it's 6, then it's 8, then it's 10, then some can't go higher than 6 while others require 10, etc.  That's just groups not coordinating with other to one end game.  That's not Microsoft's fault, that's internal.

Office Integration being essentially left behind with the Web Client without adding more software.  Even then it's an open question with proper 365 support (As in, they all need to be completely rewritten according to Microsoft's nonsense push such that the Web can use it the same way Unity can.)

There's a clear push on reacting to the market while the core of the platform is being left behind.  That bothers me, because I (by "I" I mean all of us long termers) am on the front lines in front of our customer who has expectations based on whenever they acquired the product, which prior to the push away from the Thick Client, was a reasonably simple process.

I guess what I'm saying is:

Trying to remedy access to information is good.  But it feels like there needs to be more.  

Like when you ask about specific links - why?  Why not just have one of the developers write a "thing" that auto queries the old store, looks for all broken links, auto queries the archive, finds the original data and migrates to a clean link, then auto updates links? 

Obviously can be done, that's what MusicBrainz Picard has done for years, for music files. 

But the developers know it's possible, so the moment someone saw links got broken, why didn't the developers just do it?  Better yet, why wasn't it tested before committing to the change?  After the change when we see it was an issue, why wasn't a team put immediately together to create a remediation plan?

Do you see what I'm saying?

I don't want to tell Hyland what to do.  I want Hyland to see what obviously needs to be done before I (as in, any of us) call attention to it.