Files Outage History

We have resolved an incident which caused delays to Syncs. This incident lasted from 1:20pm UTC to 3:08pm UTC. All Syncs that were delayed have resumed as of 3:08pm UTC.

We have resolved an issue which caused elevated error rates in outbound connections from Files.com to Sharepoint and OneDrive remote servers. The impact was limited to these two remote server integrations and did not impact any inbound connections to Files.com that don’t involve Onedrive or SharePoint remote servers. This incident occurred between the times of 1:23PM and 2:58PM UTC.

We have resolved an incident which caused elevated error rates on the SFTP and FTP services on Files.com in all regions. This incident began at 19:27 UTC, and was resolved at 19:49 UTC. This incident did not impact other network services such as API, WebDAV, AS2, and others. We will post an incident report, including a full postmortem, as soon as one is available.

We have resolved an incident causing degraded performance on FTP and SFTP transfers in our USA region, and transfer performance is now back to normal. The incident began to affect customer transfer performance as early as 6am Pacific Time on January 21st, and was resolved at 9:53 AM Pacific Time on January 24th. This issue was intermittent and affected a small set of customers. We are still investigating the root cause of this incident. When we have more information to share we will post a detailed postmortem here.

All services have been restored and are operating normally. London only: We have resolved a performance degradation on Files.com affecting Files.com services in the London region. This incident occurred between the times of 6:07 a.m. PST to 7:07 a.m. PST, but only in the London region. If you previously moved any workloads to another region in response to this incident, you are cleared to move those regional workloads back to the London region. 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.

We have resolved an incident causing elevated error rates on the FTP service on Files.com in the USA and Germany regions. From 3:05pm to 3:15pm Pacific Time, some FTP uploads and downloads failed to transfer. This incident only impacted a portion of new connections that were initiated between 3:05pm and 3:15pm. FTP connections established before the start of the incident were not impacted. This incident only impacted FTP, and none of our other interfaces (API, Web, SFTP, AS2, etc). This incident only impacted the USA and Germany regions. The incident is fully resolved. We will post a full RCA to this Status Page when it is available. If you have any questions, please contact our Support department at [email protected] or call (800) 286-8372 x 2

All services have been restored and are operating normally. We have resolved a major outage of the FTP service on Files.com in the Singapore region. This incident did not impact other network services such as API, SFTP, WebDAV, AS2, and others. The FTP service was down from 10:59 PM PST on November 24th to 12:46 AM PST November 25th, with a total downtime of 1 hour 47 minutes, but only in the Singapore region. If you previously moved any workloads to another region in response to this incident, you are cleared to move those regional workloads back to the Singapore region. 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.

Files.com has resolved an incident that caused elevated errors on the web interface. No other services were impacted by this incident. Certain pages in the web interface failed to load between 11:37am and 1:24pm Pacific time. We are still investigating this incident and compiling a Root Cause Analysis, which we will post here.