ShareFile incident
ShareFile users experiencing issues with login - (.com only)
ShareFile experienced a major incident on February 26, 2025 affecting ShareFile®, lasting 2h 2m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 26, 2025, 07:51 PM UTC
We are currently investigating this issue.
- identified Feb 26, 2025, 08:50 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Feb 26, 2025, 09:02 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 26, 2025, 09:53 PM UTC
This incident has been resolved. If you are still experiencing any issues, please let us know via support using this link https://support.sharefile.com/ We apologize for the impact of this issue for your business and are taking steps to reduce the likelihood of this occurring again in the future.
- postmortem Apr 15, 2025, 11:01 PM UTC
**ShareFile Service Incident – February 26, 2025** **Summary of Impact** On February 26, 2025, between 2:45 PM EST and 3:42 PM EST, ShareFile service end-users and administrators may have experienced an issue with authentication into ShareFile. **Root Cause** At 2:45 PM EST on February 26, 2025, ShareFile engineering investigated reports that users were not able to authenticate into their ShareFile account. The outcome of the investigation indicated that a part of the ShareFile authentication service exhausted its resources, and it began to fail to handle incoming requests which caused users to be unable to authenticate into their ShareFile accounts. **Mitigation** The ShareFile operations team restored full access at 3:42 PM EST on February 26, 2025, and customers were able to login as they normally would. **Next Steps** ShareFile engineering teams will be improving capacity of the impacted resource, enhancing auto-scaling to avoid resource issues, and expanding alerts to identify potential issues sooner. We apologize for the inconvenience this may have caused. Please visit ShareFile® Status Page Status - Incident History for more information on the status of the ShareFile service.