Is there an Files.com outage?
Files.com status: Systems Active
Last checked: 56 seconds ago
Get notified about any outages, downtime or incidents for Files.com and 1800+ other cloud vendors. Monitor 10 companies, for free.
Last checked: 56 seconds 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 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.
Description: On April 11th, 2023, at 2:05 PM PST, [Files.com](http://Files.com) received automated alerting 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 April 11th, 2023, at 2:15 PM 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.”_ The delays to batch and scheduled operations were resolved on April 11th, 2023, at 2:18 PM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 11th, 2023, at 2:41 PM PST, stating: _“All services have been restored and are operating normally. We have resolved a situation causing 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. Operations were delayed beginning at 2:00 p.m. PDT and ending at 2:08 p.m. PDT as well as 2:11 p.m. PDT and 2:15 PDT. All operations did successfully complete despite delays.”_ [Files.com](http://Files.com) uses a pool of worker servers that perform a variety of 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. At 2:00, 4 of those servers crashed due to to running out of RAM. Upon investigation, it was determined that many jobs were running which relate to cleaning up sites that no longer represent an active customer \(cancelled sites\) and that those jobs all had disproportionately high CPU and RAM usage. The root cause is inconclusive at this time, but likely due to a memory leak in this job type. To prevent this issue from recurring while the job is further investigated, additional configuration was added to limit this job type's parallelism. With the restricted parallelism, the job should not be able to crash multiple worker machines at once. The total customer impact of this incident was very minimal because worker servers did properly run throughout the duration of the incident, and any impact was likely limited to small delays in processing. 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 11, 2023, 9:14 p.m.
Description: On April 7th, 2023, at 9:46 AM PST, [Files.com](http://Files.com) received customer reports of the mobile app login being broken, 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 7th, 2023 at 10:47 AM PST stating: _“**Mobile App Only: **Issues Impacting Usage: We are investigating issues with the mobile application on_ [_Files.com_](http://Files.com) _across all regions preventing usage of the app.”_ The issue was resolved on April 7th, 2023, at 11:51 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 7th, 2023, at 11:54 AM PST stating: _“We have resolved an issue that was preventing usage of the mobile application in all regions as of 11:50 a.m. PDT. The issue began at 4:50 p.m. PDT on March 29th, 2023_.” During the period of this incident, certain customers were unable to use the [Files.com](http://Files.com) mobile app \(iOS and Android\) at all. The issue began when an API change completely unrelated to the mobile app \(it was related to Inboxes, another [Files.com](http://Files.com) feature\) was deployed to production. It was discovered that due to a coding error, the mobile app has a dependency on the Inbox API even though the mobile app does not use Inboxes at all. While troubleshooting this issue, another coding error was discovered in the Mobile App, which is that the Mobile App does not correctly report its User-Agent. [Files.com](http://Files.com) put in a fix at the API layer which returned the mobile app to operational, and both of these coding errors will be fixed in the next mobile app release. The root cause of this issue is our Mobile App team’s failure to properly code review the mobile app prior to deployment to detect the unnecessary API calls and incorrect user agent. We will be conducting additional code review training in our upcoming engineering quarterly meeting. 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 7, 2023, 5:07 p.m.
Description: On April 7th, 2023, at 9:46 AM PST, [Files.com](http://Files.com) received customer reports of the mobile app login being broken, 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 7th, 2023 at 10:47 AM PST stating: _“**Mobile App Only: **Issues Impacting Usage: We are investigating issues with the mobile application on_ [_Files.com_](http://Files.com) _across all regions preventing usage of the app.”_ The issue was resolved on April 7th, 2023, at 11:51 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on April 7th, 2023, at 11:54 AM PST stating: _“We have resolved an issue that was preventing usage of the mobile application in all regions as of 11:50 a.m. PDT. The issue began at 4:50 p.m. PDT on March 29th, 2023_.” During the period of this incident, certain customers were unable to use the [Files.com](http://Files.com) mobile app \(iOS and Android\) at all. The issue began when an API change completely unrelated to the mobile app \(it was related to Inboxes, another [Files.com](http://Files.com) feature\) was deployed to production. It was discovered that due to a coding error, the mobile app has a dependency on the Inbox API even though the mobile app does not use Inboxes at all. While troubleshooting this issue, another coding error was discovered in the Mobile App, which is that the Mobile App does not correctly report its User-Agent. [Files.com](http://Files.com) put in a fix at the API layer which returned the mobile app to operational, and both of these coding errors will be fixed in the next mobile app release. The root cause of this issue is our Mobile App team’s failure to properly code review the mobile app prior to deployment to detect the unnecessary API calls and incorrect user agent. We will be conducting additional code review training in our upcoming engineering quarterly meeting. 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 7, 2023, 5:07 p.m.
Description: On March 23rd, 2023 at 3:24 PM PST, [Files.com](http://Files.com) received automated alerting of delays to critical file transfer and batch 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, 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 March 23rd, 2023 at 4:00 PM PST, stating “We are currently investigating reports of delays to critical file transfer and batch 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.” The Delays to Critical File Transfer and Batch Operations was resolved on March 23rd, 2023 at 4:04 PM PST, returning the platform to full functionality. [Files.com](http://Files.com) released a resolution Status Page posting on March 23rd, 2023 at 4:07 PM PST, stating “From 3:24 PM to 4:04 PM PST, we experienced delays processing critical file transfer and batch operations. Operations such as scheduled and ad-hoc syncs, moves, copies, file transformations, automations, webhooks, batch deletes, email delivery, previews, and similar batch operations were considerably delayed during this time period. As of 4:04 PM PST, all batch operations are performing normally.” This incident began when our infrastructure team deployed a routine software update to Apache Arrow \(a dependency used by our systems as part of logging pipelines\) to our production environment. Like all updates, this update was first tested on our staging environment. When the update was deployed to our production environment, a library incompatibility prevented our application from restarting on certain servers in our production environment. Upon investigation, we discovered that certain servers in our staging environment were running an OS version that was different from their counterparts in the production environment. Our team quickly resolved the issue in production by manually replacing the problematic library. The root cause of this issue is [Files.com](http://Files.com)'s failure to ensure that servers in the staging environment exactly match their counterparts in the production environment. [Files.com](http://Files.com) has already corrected the staging environment servers to exactly match their production environment equivalents and has added new monitoring tasks to also ensure that OS versions match between staging and production. 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: March 23, 2023, 10:24 p.m.
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