Is there an Files.com outage?
Files.com status: Systems Active
Last checked: 8 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: 8 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: On April 13th, 2023, at 5:59 PM PST, [Files.com](http://Files.com) received customer reports of share link generation 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 April 13th, 2023, at 6:01 PM PST, stating: _“**Share Links: Issues Impacting Usage:** We are resolving issues with generating Share Links on_ [_Files.com_](http://Files.com) _across all regions preventing usage of the app.”_ The share link generation errors were resolved on April 13th, 2023, at 6:05 PM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 13th, 2023, at 6:11 PM PST, stating: _“We have resolved an issue that was preventing usage of generating new Share Links in all regions. This incident occurred between the times of 17:39 PST to 18:05 PST.”_ This incident was caused by accidental merge of a non-passing build of our API environment to production while attempting to resolve another incident. During our process of incident handling, we bypass certain internal test processes to expedite the resolution of the incident. In this case, the issue was immediately detected by the incident management team and a fix was pushed quickly. However, it took nearly 12 minutes to test and deploy the fix, resulting in a 12 minute impact to share link creation. As a result of this \(and related\) incidents, [Files.com](http://Files.com) has implemented major improvements to the speed of its testing and deployment process. We expect to be able to deploy fixes such as the one in the future in 2-3 minutes as opposed to 12 minutes. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring 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: Minor | Started At: April 14, 2023, 1:01 a.m.
Description: On April 13th, 2023, at 5:59 PM PST, [Files.com](http://Files.com) received customer reports of share link generation 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 April 13th, 2023, at 6:01 PM PST, stating: _“**Share Links: Issues Impacting Usage:** We are resolving issues with generating Share Links on_ [_Files.com_](http://Files.com) _across all regions preventing usage of the app.”_ The share link generation errors were resolved on April 13th, 2023, at 6:05 PM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 13th, 2023, at 6:11 PM PST, stating: _“We have resolved an issue that was preventing usage of generating new Share Links in all regions. This incident occurred between the times of 17:39 PST to 18:05 PST.”_ This incident was caused by accidental merge of a non-passing build of our API environment to production while attempting to resolve another incident. During our process of incident handling, we bypass certain internal test processes to expedite the resolution of the incident. In this case, the issue was immediately detected by the incident management team and a fix was pushed quickly. However, it took nearly 12 minutes to test and deploy the fix, resulting in a 12 minute impact to share link creation. As a result of this \(and related\) incidents, [Files.com](http://Files.com) has implemented major improvements to the speed of its testing and deployment process. We expect to be able to deploy fixes such as the one in the future in 2-3 minutes as opposed to 12 minutes. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring 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: Minor | Started At: April 14, 2023, 1:01 a.m.
Description: On April 13th, 2023, at 11:29 AM PST, [Files.com](http://Files.com) received automated alerts of zip archive creation errors in the US East region, 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 April 13th, 2023, at 11:48 AM PST, stating: _“**Zip Archive Creation Failures \[US-East\]:** We are currently investigating issues with zip archive creation on US-East Servers. Only accounts with custom domains or which have enabled security opt-out settings will be impacted by this issue. On affected accounts, users who are trying to download multiple files at a time through the web interface will not be able to complete the download.”_ The zip archive creation errors were resolved on April 13th, 2023, at 11:49 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 13th, 2023 at 11:52 AM PST, stating: _“All services have been restored and are operating normally. As of 11:49 a.m. all accounts should again be able to download multiple files at a time through the web interface. Zip archive creation for these files is occurring as normal.”_ This change began when a security patch was deployed to our HTTP server configuration on our production proxy servers. Due to a mistake in the patch configuration, source IP addresses did not get properly tagged for certain customers who are using both custom domains and our “insecure ciphers” feature that enables older TLS versions for compatibility. Due to the error in IP tagging, ZIP downloads did not function for customers due to a perceived IP mismatch at the ZIP service. The root cause of this issue was inadequate code review and testing of the security patch prior to production deployment. This issue occurred only in a rare combination of customer environments, but it is still our responsibility to test every possible combination. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring 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: Major | Started At: April 13, 2023, 6:48 p.m.
Description: On April 13th, 2023, at 11:29 AM PST, [Files.com](http://Files.com) received automated alerts of zip archive creation errors in the US East region, 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 April 13th, 2023, at 11:48 AM PST, stating: _“**Zip Archive Creation Failures \[US-East\]:** We are currently investigating issues with zip archive creation on US-East Servers. Only accounts with custom domains or which have enabled security opt-out settings will be impacted by this issue. On affected accounts, users who are trying to download multiple files at a time through the web interface will not be able to complete the download.”_ The zip archive creation errors were resolved on April 13th, 2023, at 11:49 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 13th, 2023 at 11:52 AM PST, stating: _“All services have been restored and are operating normally. As of 11:49 a.m. all accounts should again be able to download multiple files at a time through the web interface. Zip archive creation for these files is occurring as normal.”_ This change began when a security patch was deployed to our HTTP server configuration on our production proxy servers. Due to a mistake in the patch configuration, source IP addresses did not get properly tagged for certain customers who are using both custom domains and our “insecure ciphers” feature that enables older TLS versions for compatibility. Due to the error in IP tagging, ZIP downloads did not function for customers due to a perceived IP mismatch at the ZIP service. The root cause of this issue was inadequate code review and testing of the security patch prior to production deployment. This issue occurred only in a rare combination of customer environments, but it is still our responsibility to test every possible combination. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring 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: Major | Started At: April 13, 2023, 6:48 p.m.
Description: On April 12th, 2023, at 10:37 AM PST, [Files.com](http://Files.com) received automated alerting of elevated error rates, 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 April 12th, 2023, at 10:59 AM PST, stating Performance Degradation and/or High Error Rates: We are investigating a performance degradation and/or elevated error rates. The elevated error rates were resolved on April 12th, 2023, at 11:31 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 12th, 2023, at 11:41 AM PST, stating: _“All services have been restored and are operating normally. We have resolved a performance degradation on_ [_Files.com_](http://Files.com) _which affected certain API calls as well as uploads to Remote Server Mounts. This incident occurred between the times of 10:29 PST to 11:33 PST.”_ This incident was began when an internal code change was deployed to the part of our infrastructure that initiates outbound connections for sync and mounts. This code change resulted in unexpected data being sent from those services to our API services which caused 500 Server Errors on the API, preventing requests from being fulfilled. The unexpected data was simply additional data added to the payload, not any incorrect or corrupt data. The root cause of this incident was [Files.com](http://Files.com)’s failure to design its API to operate correctly even in the event of unexpected additional data arriving from another internal service. The relevant internal code libraries have been updated to successfully handle this sort of situation in the future without any customer impact. Because [Files.com](http://Files.com) uses one primary library for inter-service communication, this update will be applied across the entire [Files.com](http://Files.com) infrastructure. Extensive review and testing was conducted by [Files.com](http://Files.com) staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring 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: Major | Started At: April 12, 2023, 5:59 p.m.
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