MASV experienced a minor incident on October 20, 2025 affecting MASV API and Services and MASV Delivery Network, lasting 21h 10m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 03:38 PM UTC
Beginning at 7:20 UTC today, we observed an increased rate of errors and high latency when accessing the service. The cause has been identified as an operational issue at our service provider and a resolution is still underway.
- identified Oct 20, 2025, 07:13 PM UTC
Our service provider is making progress towards resolution and we are seeing a reduction in errors and latency. We are continuing to monitor system health.
- monitoring Oct 20, 2025, 10:37 PM UTC
Our service provider has indicated that the majority of issues have been resolved and we have confirmed that error rates have subsided. We will continue monitoring the service overnight to ensure stability.
- resolved Oct 21, 2025, 12:49 PM UTC
We have observed continued system stability following the previous update. This incident has been resolved.
- postmortem Oct 21, 2025, 05:34 PM UTC
**Problem Description, Impact and Resolution** At 07:20 UTC on October 20, 2025 we observed an increased error rate and request latency for interactions with the MASV API. Our client applications for the web, desktop and service are designed to automatically retry failures of this nature relentlessly, meaning that uploads, transfers, and general account management functionality may have experienced delays, but would ultimately succeed. Our team quickly identified one of our service providers as the source of the instability. The service provider acknowledged the issue and our team took mitigation actions and monitored progress until the service provider resolved the issue. At 19:13 UTC, we observed a significant reduction in error rates and overall latency, with the issue fully resolved by 22:37 UTC. **Mitigation Steps and Future Preventative Measures** We take service reliability very seriously as we understand the critical role of our product in the workflows of our customers. We are taking steps to invest further in recovery mechanisms for transfers to cloud when a service issue is detected while also expanding our regional resiliency.