ShareFile experienced a critical incident on September 10, 2024 affecting ShareFile®, lasting 29m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 10, 2024, 09:45 PM UTC
We are currently investigating this issue.
- monitoring Sep 10, 2024, 10:01 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 10, 2024, 10:14 PM UTC
This incident has been resolved.
- postmortem Sep 27, 2024, 04:59 PM UTC
**ShareFile Service Event – September 10, 2024** **Summary of Impact** On September 10, 2024, between 4:50 PM EST and 5:56 PM EST, ShareFile users may have experienced issues with uploading files to their ShareFile accounts. **Root Cause** At 5:21 PM EST on September 10, 2024, ShareFile engineering began investigating reports that users received errors when uploading files into their ShareFile account. The investigation indicated that deployment of a new microservice version at 4:45 PM EST had a misconfiguration when initially deployed, which led to upload failures on ShareFile-managed StorageZones. **Mitigation** At 5:53 PM EST on September 10, 2024, the ShareFile operations team initiated a rollback of the microservice deployment to a previous version, which was completed at 5:56 PM EST. The rollback mitigated the issue immediately, allowing uploads to ShareFile-managed StorageZones to begin working again. **Next Steps** ShareFile engineering teams will improve testing to identify potential issues in this area before the deployments. They will also improve observability to be alerted about any potential issues involving the microservice deployments sooner. We apologize for the interruption in service.