Elevated Errors – USA Region

Update timeline

1. resolved Apr 01, 2026, 06:12 PM UTC

   We have resolved an SSL certificate configuration issue affecting a subset of servers in our USA region. This incident occurred between the times of 17:33 UTC and 19:14 UTC and resulted in elevated error rates during this time window. Most traffic did operate successfully during this time window. We are still in the process of determining the exact scope of impact.

2. postmortem Apr 08, 2026, 06:17 PM UTC

   From 17:32 UTC until 19:14 UTC on April 1, 2026, a subset of servers in our primary US region returned TLS errors that produced elevated failure rates across the [Files.com](http://Files.com) Web UI, API, FTP/S, SFTP, and WebDAV. Customers whose traffic was routed to unaffected hosts experienced no issues; others saw login timeouts or "invalid password" messages. **What Happened** While adding an additional domain to our primary wildcard SSL certificate, a bug in our internal certificate management software generated a certificate that omitted the wildcard entries for many of our domains. Our automated certificate rotation process then installed that faulty certificate on a portion of the fleet, causing those hosts to reject connections. Because traffic is load-balanced evenly, some customer sessions failed while others succeeded, making the issue difficult to detect on global dashboards. We identified the certificate issue and generated a corrected certificate within 10 minutes. However, the incorrect certificate remained deployed for an additional 92 minutes. This second delay is the most frustrating part of this incident. Recent modifications to our certificate rotation system had not been reflected in our internal documentation. As a result, our on-call engineers were working from outdated instructions for manually forcing a certificate rotation. It took additional time to uncover the correct process for performing the manual rotation. **What We Have Done To Mitigate This In The Future** We have updated our certificate generation to avoid the accidental omission of wildcard entries through additional validation. We have added an additional monitoring check that which continuously verifies deployed certificates on every public endpoint for the correct wildcard entries. We have documented the certificate-rotation mechanism and emergency override procedure in our internal documentation. We know our customers rely on [Files.com](http://Files.com) for mission-critical workflows, and any service interruption is unacceptable. We apologize for the disruption and appreciate your patience as we improve our safeguards to ensure this does not recur.