EU (Germany) Region Only: Delays and Errors Related to Certain Background Processing

Update timeline

1. investigating Oct 20, 2023, 05:40 PM UTC

   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.

2. resolved Oct 20, 2023, 06:10 PM UTC

   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.