ShareFile incident
Some ShareFile customers may be experiencing issues with login
ShareFile experienced a notice incident on November 19, 2025 affecting ShareFile®, lasting 1h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 19, 2025, 01:26 PM UTC
Some ShareFile customers may be experiencing issues with login into ShareFile. We are investigating this issue and we will provide updates here as soon as available.
- investigating Nov 19, 2025, 02:13 PM UTC
We’re currently experiencing an issue where some users may see an error stating “Unable to get login information.” Our team is working to resolve this as quickly as possible. Please try again after some time. Thank you for your patience!
- identified Nov 19, 2025, 02:30 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Nov 19, 2025, 02:46 PM UTC
A fix has been implemented and we are monitoring the results.
- investigating Nov 19, 2025, 02:47 PM UTC
We are currently investigating this issue.
- monitoring Nov 19, 2025, 02:48 PM UTC
A fix has been implemented and we are monitoring the results.
- investigating Nov 19, 2025, 03:03 PM UTC
We are currently investigating this issue.
- resolved Nov 19, 2025, 03:04 PM UTC
This incident has been resolved.
- postmortem Dec 08, 2025, 02:29 PM UTC
**Summary of Impact** On November 19, 2025, between approximately 9:00 AM and 10:36 AM UTC, some ShareFile customers experienced issues logging in to the service. The incident resulted in a partial login outage, primarily affecting users in the EU region, with intermittent impact in other regions. **Root Cause** The incident was triggered by an unusually high volume of SMS-based MFA requests that overwhelmed the ShareFile login service. This surge in MFA traffic caused resource exhaustion in backend systems responsible for authentication, leading to login failures. Temporary configuration limits and capacity constraints contributed to the inability to process requests efficiently during the peak. **Mitigation** The operations and engineering teams responded by: * Enforcing further restrictions and rate limits for SMS-based MFA to prevent excessive requests. * Modifying backend system configurations to handle higher login volumes. Once these actions were completed, normal login functionality was restored. **Next Steps** To prevent recurrence, ShareFile will: * Continue to refine and enforce limits on SMS-based MFA requests. * Strengthen monitoring and detection of excessive MFA activity targeting authentication systems. We apologize for any inconvenience this incident may have caused. For ongoing updates and incident history, please visit the ShareFile Status Page.