Is there an Files.com outage?
Files.com status: Systems Active
Last checked: 2 minutes ago
Get notified about any outages, downtime or incidents for Files.com and 1800+ other cloud vendors. Monitor 10 companies, for free.
Last checked: 2 minutes ago
Get notified about any outages, downtime or incidents for Files.com and 1800+ other cloud vendors. Monitor 10 companies, for free.
Outage and incident data over the last 30 days for Files.com.
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Sign Up NowOutlogger tracks the status of these components for Xero:
| Component | Status |
|---|---|
| Australia Region | Active |
| Background Jobs, including Sync and Webhooks | Active |
| Canada Region | Active |
| Core Services / API | Active |
| EU (Germany) Region | Active |
| Files Tools | Active |
| FTP/FTPS | Active |
| Japan Region | Active |
| Remote Server Integrations (Sync and Mount) | Active |
| SFTP | Active |
| Singapore Region | Active |
| UK Region | Active |
| USA Region | Active |
| WebDAV | Active |
| Web Interface | Active |
View the latest incidents for Files.com and check for official updates:
Description: We have resolved an issue that was causing elevated errors. This incident occurred between the times of 1:59 AM PST to 4:35 AM PST.
Status: Resolved
Impact: Major | Started At: June 29, 2023, 11:08 a.m.
Description: We have resolved an issue that was causing elevated errors. This incident occurred between the times of 1:59 AM PST to 4:35 AM PST.
Status: Resolved
Impact: Major | Started At: June 29, 2023, 11:08 a.m.
Description: We have resolved a major outage impacting WebDAV, publicly hosted files (hosted-by-files.com), and ZIP downloads in the Australia region. This incident did not impact our primary network services such as the Files.com API, FTP, SFTP, WebDAV, AS2, and others. The relevant service was down from 1:12pm PST to 1:24pm PST, with a total downtime of 12 minutes, but only in the Australia region.
Status: Resolved
Impact: None | Started At: June 27, 2023, 8:30 p.m.
Description: On May 15th, 2023, at 1:41 AM PST, [Files.com](http://Files.com) received customer reports of delays to batch and scheduled operations which resulted in an incident being declared. The Incident Management Team \(IMT\) convened and immediately began investigation. [Files.com](http://Files.com) released an initial Status Page posting on May 15th, 2023, at 1:54 AM PST stating: _**“Delays To Batch and Scheduled Operations:** We are investigating reports of delays to batch and scheduled operations, including but not limited to scheduled and ad-hoc syncs, moves, copies, file transformations, automations, webhooks, batch deletes, email delivery, previews, and similar batch operations._ _This situation should not affect real-time operations such as FTP, SFTP, AS2, and other operations where_ [_Files.com_](http://Files.com) _acts as a server.”_ [Files.com](http://Files.com) released an updated Status Page posting on May 15th, 2023 at 2:16 AM PST stating: _“We are continuing to investigate this issue.”_ The delays to batch and scheduled operations was resolved on May 15th, 2023, at 2:16 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on May 15th, 2023, at 2:20 AM PST stating: _“We have resolved a situation causing delays to scheduled operations around syncs._ _Operations were delayed beginning at 17:45 PDT and ending by 2:16 PDT. All operations did successfully complete despite delays._ _This situation was only a delay of scheduled syncs and did not affect real-time operations such as FTP, SFTP, AS2, and other operations where_ [_Files.com_](http://Files.com) _acts as a server.”_ As part of the incident postmortem, the root cause was identified: [Files.com](http://Files.com) uses an internally-developed job scheduling software to manage certain background tasks such as syncs. Due to a bug in the software, a value larger than 32-bit was inadvertently stored into a database column only able to hold 32-bit values. The software correctly identified the discrepancy and stopped job processing for Sync jobs specifically until the issue could be manually resolved. After becoming aware of the issue, our team pushed several fixes to improve the robustness of this part of the scheduling software. The root cause of this issue was insufficient testing of the job scheduling software against edge cases such as bad data in a database. This incident was further complicated by the fact that it was not detected by our internal monitoring systems at all. We responded to this incident after being alerted by one of our Enterprise Support customers via our 24/7 contact line for Enterprise Support customers. Frankly, we are embarrassed about this. We conducted a full investigation into the alerting situation and determined that although we did have monitoring about Sync job processing, our alerts for Sync jobs were based on Error Count, not Success Count. So a situation like this one where 0 Errors occurred and 0 Successes occurred during a monitoring interval did not result in an alert. We have updated our alerting rules to look at Success Count in addition to Error count. Additionally we will soon be rolling out a brand new internal monitoring system that will provide an independent source of alerting and monitoring for the entire Sync process. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.
Status: Postmortem
Impact: Critical | Started At: May 15, 2023, 8:54 a.m.
Description: On May 12th, 2023, at AM/PM PST, [Files.com](http://Files.com) received customer reports of elevated DNS errors which resulted in an incident being declared. The Incident Management Team \(IMT\) convened and immediately began investigation. [Files.com](http://Files.com) released an initial Status Page posting on May 12th, 2023, at 3:45 PM PST stating: _**“Reports of Elevated DNS Errors:** We are investigating reports of DNS errors on the_ [_Files.com_](http://Files.com) _service._ _This is intermittently affecting some logins for all services._ _We will provide additional details as they become available. Customers with urgent questions are encouraged to contact our Customer Support team by email. Thank you for your patience.”_ The elevated DNS errors was resolved on May 12th, 2023, at 4:16 PM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on May 12th, 2023, at 4:23 PM PST stating _“All services have been restored and are operating normally._ _We resolved a DNS issue resulting in some intermittent errors on accessing_ [_Files.com_](http://Files.com) _sites. Users without the site name cached were potentially affected from approximately 2:25 p.m. PST to 4:16 p.m. PST. This issue did not anyone with dedicated IP addresses._ _We will follow up with an Incident Report within ten \(10\) business days including the root cause and steps taken to address the root cause. If you need additional support, please do not hesitate to contact our Customer Support team by email or phone. Thanks for your support while we resolved this issue.”_ This incident occurred during the deployment of changes to our corporate domain registrations as part of the post-mortem/resolution process for the incident that occurred on May 5. As discussed in the RCA for that incident, we moved the registration records for all domain names owned by [Files.com](http://Files.com) to CSC Domains, an enterprise and security-focused domain name registrar, for the purpose of mitigating domain name registrar risk. During the process of the domain transfer, the nameservers for one of our domain names were inadvertently entered incorrectly into the new registrar. As a result, DNS lookups for certain domains resulted in failure. This issue only affected a subset of our customers, and did not affect any customers using custom domain names or custom IP addresses. Once we diagnosed the problem, we were able to call CSC Domains and get the matter resolved immediately. As of now, all domains owned by [Files.com](http://Files.com) are managed by CSC Domains, and we do not expect any further registrar-related incidents to occur in the future. We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.
Status: Postmortem
Impact: None | Started At: May 12, 2023, 10:45 p.m.
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