[App/Intranet] [German System] – Files can’t be uploaded

Update timeline

1. investigating Apr 30, 2025, 12:00 PM UTC

   We have received reports that uploading files for customers with apps on the German system is currently not working. When attempting to upload files, the upload process does not complete and continues indefinitely. Our teams are investigating the behavior and will work to resolve this as fast as we can. We will share more information soon. You can see on which system your application is hosted by going to the Studio > Settings > API Access and checking the tag next to the title. We apologize for the inconvenience this may cause. If you have any questions regarding this topic, please reach out to our support at [email protected].

2. monitoring Apr 30, 2025, 12:36 PM UTC

   We have implemented a fix, and file uploads should now work as expected again. We will continue to monitor the system to ensure the issue is fully resolved. If you experience any further problems or have questions, please contact our support at [email protected].

3. resolved Apr 30, 2025, 03:32 PM UTC

   The issue is resolved. We apologize for the inconvenience this has caused. Please get in touch with us at [email protected] in case you're still having any problems. We’re happy to help!

4. postmortem May 28, 2025, 03:41 PM UTC

   **Summary** On April 30, 2025, from 13:00 to 15:00 \(CEST\), customers using the German server experienced issues uploading media files to their platform. The issue was identified and resolved the same day. **What Happened** An internal system responsible for handling media uploads became overloaded, which caused new uploads to fail. The system was stabilized by making internal adjustments, und Medien-Uploads waren anschließend wieder möglich. ‌ **Impact** Between 13:00 and 15:00 \(CEST\), uploading media files \(such as images and videos\) was temporarily not possible. Upload attempts did not complete, but all other platform features remained available. ‌ **Future Improvements** We will implement additional checks for the operation of the affected service component and optimize the subsequent alerting to ensure that no more outages will occur due to potential misconfigurations. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [[email protected]](mailto:[email protected]).