Files Outage History

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 As a result, our on-call engineers were working from outdated instructions for manually forcing a certificate rotation.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.

From approximately 18:20 UTC to 19:23 UTC on 10 February 2026, customers could not preview or edit Office documents in the [Files.com](http://Files.com) Editor. All other [Files.com](http://Files.com) services remained fully available. **What happened** Our document-editing service relies on an internal message broker \(Amazon MQ / RabbitMQ\). A routine broker maintenance reboot caused our editor software to stop accepting new editing sessions but continued to report itself as healthy. Because our health check logic was flawed and yielding that incorrect status, our load balancer kept sending traffic to the failing servers, resulting in the spinning “Loading…” message you observed. **What we found** * The editor’s own health endpoint did accurately represent its real status after the broker reboot but that was not known because the failure response was a HTTP 200 OK with the body of “false”. * Our Consul monitoring treated any HTTP 200 as healthy, so no automatic alert fired. * This same chain of events occurred on 20 January but was not fully remediated. **What we are doing** 1. Updating the Consul health check to validate the response body and fail closed when the editor reports “false”. 2. Enabling CloudWatch logs and metrics for Amazon MQ and alerting on broker restarts and AMQP channel errors. 3. Adding an integration test that continuously opens and saves a document in production and pages engineering if it stalls. 4. We are working to replicate the exact error scenario in staging by creating a full production-like cluster. Once replicated, we will use that data to craft a solution to prevent this error from reoccurring. We failed to detect the problem promptly and allowed it to recur. We know you rely on the [Files.com](http://Files.com) Editor for time-critical collaborative work, and we are sorry for the disruption. The actions above are already in progress, and we will publish further updates on our status page as milestones are reached. Thank you for your continued trust in [Files.com](http://Files.com).