Users are experiencing issues accessing the Login Page

Update timeline

1. monitoring Jul 24, 2024, 02:20 PM UTC

   ShareFile users were experiencing issues accessing the login page. The issue should be resolved for all customers. The team is continuing to monitor.

2. resolved Jul 24, 2024, 02:39 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.

3. postmortem Jul 30, 2024, 01:01 PM UTC

   **ShareFile Service Event – July 24, 2024** **Summary of Impact** On July 24, 2024, between 10:04 AM EST and 10:16 AM EST, ShareFile service end-users and administrators may have experienced an issue with authentication into ShareFile. **Root Cause** At 10:04 AM EST on July 24, 2024, 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 retrieve their possible log-in options after entering their email address on the authentication page. **Mitigation** The ShareFile operations team restored full access at 10:16 AM EST on July 24, 2024, and customers were able to login. Some customers were rolled back to a previous version of the ShareFile log-in page and will be transitioned to the new flow over the coming days. **Next Steps** ShareFile engineering teams will be improving capacity, auto-scaling and alerting to prevent this from occurring in the future. We apologize for the interruption in service.