Files had 26 outages in the last 2 years totaling 14h 12m of downtime — averaging 1.1 incidents per month.
There were 26 Files outages since June 11, 2024 totaling 14h 12m of downtime. Each is summarised below — incident details, duration, and resolution information.
Between 13:00 and 13:39 UTC, a platform-wide issue occurred, resulting in all uploads, as well as create, update, and delete operations to any resource to fail. Logins and listings were unaffected. The issue has been resolved. We apologize for the inconvenience. A full postmortem will be published here once available.
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.
FTP and SFTP only: We are investigating elevated error rates on the FTP and SFTP services on Files.com in all regions. This incident does not impact other network services such as API, WebDAV, AS2, and others.
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.
FTP and SFTP only: We are investigating reports of intermittent degraded performance on FTP and SFTP services on Files.com in our primary USA region. This incident appears to only impact a small number of customers. This incident does not impact other network services such as API, WebDAV, AS2, and others. If you are experiencing degraded performance on FTP or SFTP transfers and you have an urgent need to access Files.com, you should be able to immediately connect (and access your existing files and account) using the hostname of our Canada region, which is app-ca-central-1.files.com. 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.
We are continuing to investigate this issue.
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.
London only: We are investigating a partial network outage on Files.com affecting Files.com services in the London region. This outage is only affecting our network gateway networking in the London region, and our Core Services are running correctly. At this time, we believe that all network services are currently up in our other regional locations. If you have an urgent need to access Files.com via FTP, SFTP, or WebDAV, you should be able to immediately connect (and access your existing files and account) using the hostname of our USA region, which is app-us-east-1.files.com. 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.
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
Singapore FTP only: We are investigating a major outage of the FTP service on Files.com in the Singapore region. This incident does not impact other network services such as API, SFTP, WebDAV, AS2, and others, nor does it impact regions other than Singapore. At this time, we believe that all network services are currently up in our other regional locations. If you have an urgent need to access Files.com, we recommend using SFTP in lieu of FTP. If you must connect via FTP, you should be able to immediately connect (and access your existing files and account) using the hostname of our USA region, which is app-us-east-1.files.com. 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.
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.
From 11:37 AM PST to 1:24PM PST, a small number of [Files.com](http://Files.com) customers experienced errors in the web interface when viewing some pages. This was caused by a JavaScript bug introduced during a routine update, related to rendering pages with “tab-like” navigation. Because the buggy behavior impacted only a small number of pages, it was not detected during our routine testing. Our monitoring systems did record an increase in frontend error rates, however the increase in errors was not high enough to raise an alert and instead we were alerted to this bug through our customer support channel. As a result of this incident, we have reduced the alerting threshold for similar front end errors. We expect that we will now detect and resolve similar incidents in the future.
We have resolved an issue that was preventing certain logins on Files.com via Single Sign On (SSO). This incident occurred between the times of 10:57 AM PST to 11:12 AM PST. This issue did not impact logins which do not use SSO (Single Sign On).