Is there an Files.com outage?
Files.com status: Systems Active
Last checked: 7 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: 7 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 March 25th, 2024, at 7:43 AM PST, [Files.com](http://Files.com) correlated multiple customer tickets indicating _‘elevated error rates related to outbound emails sent by_ [_Files.com_](http://Files.com)_’_, which resulted in an incident being declared. The Incident Management Team \(IMT\) convened and immediately began investigation. The _‘elevated error rates related to outbound emails sent by_ [_Files.com_](http://Files.com)_’_ issue was resolved on March 25th, 2024, at 8:48 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released an initial investigation posting to the [Status Page](https://status.files.com/) on March 25th, 2024, at 8:01 AM PST stating: _‘We are investigating elevated error rates related to outbound emails sent by_ [_Files.com_](http://Files.com)_. This impacts any emails, including password reset requests, email 2-FA codes, and activity notifications.’_ [Files.com](http://Files.com) released a resolution posting to the [Status Page](https://status.files.com/) on March 25th, 2024, at 9:16 AM PST stating: _‘We have resolved the issue causing elevated error rates on outbound emails sent from_ [_Files.com_](http://Files.com)_. This incident occurred between the times of 3:32 AM Pacific Time on March 23rd, 2024 and 8:48 AM Pacific Time on March 25th, 2024._ _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._ _Unfortunately, emails that failed to send during this incident cannot be recovered and resent. We apologize for the impact that this may have had on your operations._ _If you need additional support, please do not hesitate to contact our Customer Support team by email or phone.’_ [Files.com](http://Files.com) released a more accurate resolution posting to the [Status Page](https://status.files.com/) on March 25th, 2024, at 9:25 AM PST stating: _‘Emails from_ [_Files.com_](http://Files.com) _failing to send_ _We have resolved the issue causing a total failure of outbound emails sent from_ [_Files.com_](http://Files.com)_. Emails from_ [_Files.com_](http://Files.com) _failed to deliver between the times of 3:32 AM Pacific Time on March 23rd, 2024 and 8:48 AM Pacific Time on March 25th, 2024._ _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._ _Unfortunately, the emails that failed to send during this incident cannot be recovered and resent. We apologize for the impact that this may have had on your operations._ _If you need additional support, please do not hesitate to contact our Customer Support team by email or phone.’_ In this incident, outbound E-Mail sending from the [Files.com](http://Files.com) application did not work for a period of time. [Files.com](http://Files.com) sends outbound E-Mail using Amazon Web Services. This incident began when Amazon sent two messages to [Files.com](http://Files.com) about our E-Mail delivery at times outside of business hours. Those messages went to an inbox that is only monitored during regular business hours. Because [Files.com](http://Files.com) did not reply to the message from Amazon, Amazon disabled our access to their E-Mail service. The original message from Amazon was submitted to [Files.com](http://Files.com) on Saturday, March 23rd, 2024, at 3:32 AM PST, and then Amazon disabled our access on Saturday, March 23rd, at 2:24 PM PST. As soon as [Files.com](http://Files.com) became aware of the issue, [Files.com](http://Files.com) switched E-Mail delivery to a separate vendor \(Postmark\) that we also have a relationship with. This returned the platform to full functionality on March 25th, 2024, at 8:48 AM PST. We switched back to Amazon on March 27th, 2024, at 6:37 AM PST. The root cause of this incident is that [Files.com](http://Files.com) did not have an automatic means of escalating the emails from Amazon to an after-hours operational pager address. [Files.com](http://Files.com) has since implemented this automated escalation tool. Additionally, [Files.com](http://Files.com) has added support for more quickly switching to our backup E-Mail vendor \(Postmark\) and we will maintain this capability for any future events. Finally, [Files.com](http://Files.com) is also adding additional E-Mail logging which would have made it easier for our monitoring systems to detect the actual bounced E-Mails themselves. To the extent possible, we intend to extend access to these logs to you, our customers, so that you have direct visibility into outbound email deliverability as well 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: March 25, 2024, 3:02 p.m.
Description: On March 25th, 2024, at 7:43 AM PST, [Files.com](http://Files.com) correlated multiple customer tickets indicating _‘elevated error rates related to outbound emails sent by_ [_Files.com_](http://Files.com)_’_, which resulted in an incident being declared. The Incident Management Team \(IMT\) convened and immediately began investigation. The _‘elevated error rates related to outbound emails sent by_ [_Files.com_](http://Files.com)_’_ issue was resolved on March 25th, 2024, at 8:48 AM PST, returning the platform to full functionality. [Files.com](http://Files.com) released an initial investigation posting to the [Status Page](https://status.files.com/) on March 25th, 2024, at 8:01 AM PST stating: _‘We are investigating elevated error rates related to outbound emails sent by_ [_Files.com_](http://Files.com)_. This impacts any emails, including password reset requests, email 2-FA codes, and activity notifications.’_ [Files.com](http://Files.com) released a resolution posting to the [Status Page](https://status.files.com/) on March 25th, 2024, at 9:16 AM PST stating: _‘We have resolved the issue causing elevated error rates on outbound emails sent from_ [_Files.com_](http://Files.com)_. This incident occurred between the times of 3:32 AM Pacific Time on March 23rd, 2024 and 8:48 AM Pacific Time on March 25th, 2024._ _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._ _Unfortunately, emails that failed to send during this incident cannot be recovered and resent. We apologize for the impact that this may have had on your operations._ _If you need additional support, please do not hesitate to contact our Customer Support team by email or phone.’_ [Files.com](http://Files.com) released a more accurate resolution posting to the [Status Page](https://status.files.com/) on March 25th, 2024, at 9:25 AM PST stating: _‘Emails from_ [_Files.com_](http://Files.com) _failing to send_ _We have resolved the issue causing a total failure of outbound emails sent from_ [_Files.com_](http://Files.com)_. Emails from_ [_Files.com_](http://Files.com) _failed to deliver between the times of 3:32 AM Pacific Time on March 23rd, 2024 and 8:48 AM Pacific Time on March 25th, 2024._ _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._ _Unfortunately, the emails that failed to send during this incident cannot be recovered and resent. We apologize for the impact that this may have had on your operations._ _If you need additional support, please do not hesitate to contact our Customer Support team by email or phone.’_ In this incident, outbound E-Mail sending from the [Files.com](http://Files.com) application did not work for a period of time. [Files.com](http://Files.com) sends outbound E-Mail using Amazon Web Services. This incident began when Amazon sent two messages to [Files.com](http://Files.com) about our E-Mail delivery at times outside of business hours. Those messages went to an inbox that is only monitored during regular business hours. Because [Files.com](http://Files.com) did not reply to the message from Amazon, Amazon disabled our access to their E-Mail service. The original message from Amazon was submitted to [Files.com](http://Files.com) on Saturday, March 23rd, 2024, at 3:32 AM PST, and then Amazon disabled our access on Saturday, March 23rd, at 2:24 PM PST. As soon as [Files.com](http://Files.com) became aware of the issue, [Files.com](http://Files.com) switched E-Mail delivery to a separate vendor \(Postmark\) that we also have a relationship with. This returned the platform to full functionality on March 25th, 2024, at 8:48 AM PST. We switched back to Amazon on March 27th, 2024, at 6:37 AM PST. The root cause of this incident is that [Files.com](http://Files.com) did not have an automatic means of escalating the emails from Amazon to an after-hours operational pager address. [Files.com](http://Files.com) has since implemented this automated escalation tool. Additionally, [Files.com](http://Files.com) has added support for more quickly switching to our backup E-Mail vendor \(Postmark\) and we will maintain this capability for any future events. Finally, [Files.com](http://Files.com) is also adding additional E-Mail logging which would have made it easier for our monitoring systems to detect the actual bounced E-Mails themselves. To the extent possible, we intend to extend access to these logs to you, our customers, so that you have direct visibility into outbound email deliverability as well 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: March 25, 2024, 3:02 p.m.
Description: All services have been restored and are operating normally. From 3:08p.m. PT to 3:22 p.m. PT, some uploads to mounts failed to upload. In these cases, uploads will need to be uploaded again. The majority of services were unaffected during this time. 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.
Status: Resolved
Impact: None | Started At: Jan. 29, 2024, 11 p.m.
Description: All services have been restored and are operating normally. From 3:08p.m. PT to 3:22 p.m. PT, some uploads to mounts failed to upload. In these cases, uploads will need to be uploaded again. The majority of services were unaffected during this time. 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.
Status: Resolved
Impact: None | Started At: Jan. 29, 2024, 11 p.m.
Description: All services have been restored and are operating normally. We have resolved a performance degradation on Files.com which affected all Files.com core and auxiliary services in all regions. Performance was slightly degraded from 11:33am to 12:06pm PT, then highly degraded from 12:07pm to 12:14pm PT. 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.
Status: Resolved
Impact: None | Started At: Jan. 29, 2024, 5:30 p.m.
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