Time: Oct. 20, 2023, 6:10 p.m.

Status: Resolved

Update: All services have been restored and are operating normally. EU (Germany) Region only: We have resolved an issue with certain background processing performed as part of the core Files.com file transfer pipeline in the EU (Germany) region. Impacted functions of Files.com included file transformations such as zip/unzip, GPG, preview generation, and file statistics calculation such as MD5. The issue with background processing began at 10:13 a.m. PST and was resolved completely by 10:57 a.m. PST. Resolution means that any background jobs that were previously delayed have now been processed successfully. 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.

Time: Oct. 20, 2023, 5:40 p.m.

Status: Investigating

Update: EU (Germany) only: We are investigating elevated error rates related to certain background processing performed as part of the core Files.com file transfer pipeline in the EU (Germany) region. Impacted functions of Files.com include file transformations such as zip/unzip, GPG, preview generation, and file statistics calculation such as MD5. This situation should not impact customers at all unless they have files stored in the EU (Germany) region. This situation should not affect real-time operations such as the Files.com API, FTP, SFTP, AS2, and other operations where Files.com acts as a server. 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.

Time: Oct. 20, 2023, 6:10 p.m.

Status: Resolved

Update: All services have been restored and are operating normally. EU (Germany) Region only: We have resolved an issue with certain background processing performed as part of the core Files.com file transfer pipeline in the EU (Germany) region. Impacted functions of Files.com included file transformations such as zip/unzip, GPG, preview generation, and file statistics calculation such as MD5. The issue with background processing began at 10:13 a.m. PST and was resolved completely by 10:57 a.m. PST. Resolution means that any background jobs that were previously delayed have now been processed successfully. 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.

Time: Oct. 20, 2023, 5:40 p.m.

Status: Investigating

Update: EU (Germany) only: We are investigating elevated error rates related to certain background processing performed as part of the core Files.com file transfer pipeline in the EU (Germany) region. Impacted functions of Files.com include file transformations such as zip/unzip, GPG, preview generation, and file statistics calculation such as MD5. This situation should not impact customers at all unless they have files stored in the EU (Germany) region. This situation should not affect real-time operations such as the Files.com API, FTP, SFTP, AS2, and other operations where Files.com acts as a server. 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.

Time: Oct. 6, 2023, 5:24 p.m.

Status: Resolved

Update: 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. We have also resolved a performance degradation on Files.com which affected all Files.com core and auxiliary services in all regions. This incident occurred during the late evening hours of October 5th until approximately 9:00 a.m Pacific on 10/6. 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.

Time: Oct. 6, 2023, 2:44 p.m.

Status: Identified

Update: We have identified the cause of the operational delays for batch and scheduled operations and are working to implement a fix. At this time, the vast majority of batch and scheduled operations are caught up, but there is a small minority of jobs that are still impacted. We have resolved a real-time operations performance degradation on Files.com which affected all Files.com core and auxiliary services in all regions. Real-time operations, such as FTP, SFTP, AS2, and other operations where Files.com acts as a server, should be back to normal performance. We will post an update as soon as all services are restored to normal, and continue to monitor to confirm resolution. If you need additional assistance, please do not hesitate to contact our Customer Support team by email. Thank you for your patience.

Time: Oct. 6, 2023, 1:16 p.m.

Status: Investigating

Update: 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. We are also investigating a major performance degradation and/or elevated error rates that is affecting all Files.com core and auxiliary services in all regions. 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.

Time: Oct. 6, 2023, 5:24 p.m.

Status: Resolved

Update: 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. We have also resolved a performance degradation on Files.com which affected all Files.com core and auxiliary services in all regions. This incident occurred during the late evening hours of October 5th until approximately 9:00 a.m Pacific on 10/6. 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.

Time: Oct. 6, 2023, 2:44 p.m.

Status: Identified

Update: We have identified the cause of the operational delays for batch and scheduled operations and are working to implement a fix. At this time, the vast majority of batch and scheduled operations are caught up, but there is a small minority of jobs that are still impacted. We have resolved a real-time operations performance degradation on Files.com which affected all Files.com core and auxiliary services in all regions. Real-time operations, such as FTP, SFTP, AS2, and other operations where Files.com acts as a server, should be back to normal performance. We will post an update as soon as all services are restored to normal, and continue to monitor to confirm resolution. If you need additional assistance, please do not hesitate to contact our Customer Support team by email. Thank you for your patience.

Time: Oct. 6, 2023, 1:16 p.m.

Status: Investigating

Update: 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. We are also investigating a major performance degradation and/or elevated error rates that is affecting all Files.com core and auxiliary services in all regions. 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.

Time: Sept. 26, 2023, 6:23 a.m.

Status: Resolved

Update: All services have been restored and are operating normally. Web UI Only: We have resolved an issue where permissions for non-site-admins were being interpreted case sensitive manner where they should have been interpreted in a case-insensitive manner. As a result, certain action buttons (such as the button to Upload a file) may have not been displayed when it should have been due to the mismatch in case. 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.

Time: Sept. 26, 2023, 6:23 a.m.

Status: Resolved

Update: All services have been restored and are operating normally. Web UI Only: We have resolved an issue where permissions for non-site-admins were being interpreted case sensitive manner where they should have been interpreted in a case-insensitive manner. As a result, certain action buttons (such as the button to Upload a file) may have not been displayed when it should have been due to the mismatch in case. 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.