SugarSync experienced a major incident on October 6, 2022 affecting Web Application and Desktop Application and 1 more component, lasting 19d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 06, 2022, 03:15 PM UTC
Our engineers are investigating an issue that may be preventing access to a subset of SugarSync accounts. The issue may prevent those users from logging in and/or resetting their password. We appreciate your patience while they are resolving this.
- investigating Oct 06, 2022, 11:12 PM UTC
Our engineers are continuing to investigate an issue that is preventing access to accounts for a portion of our customers. The issue will prevent those users from logging in and/or resetting their password. We appreciate your patience while they are working to resolve it.
- investigating Oct 07, 2022, 02:22 PM UTC
Our engineers are still investigating an issue that is preventing access to a portion of SugarSync accounts. The issue will prevent some users from logging in and/or resetting their password. We appreciate your patience and apologize for the inconvenience while they are resolving this.
- investigating Oct 10, 2022, 03:28 PM UTC
Ongoing investigations are being conducted by our engineering team focusing on an issue preventing a subset of users to access their accounts. We can confirm there has been no data loss and we hope to have this resolved as quickly as possible.
- identified Oct 11, 2022, 03:45 PM UTC
Our engineers have identified an issue in our database which prohibits logging into accounts. We are implementing a fix and will provide another update once it is implemented.
- identified Oct 11, 2022, 04:31 PM UTC
Our engineers have identified an issue in our database which prohibits logging into accounts, and resetting passwords. We are implementing a fix and will provide another update once it is implemented.
- identified Oct 11, 2022, 09:10 PM UTC
Our engineers have identified the issue in our database which prohibits logging into accounts, and resetting passwords. They are performing maintenance and implementing a fix for affected customers. The maintenance will likely run through tomorrow.
- identified Oct 12, 2022, 06:17 PM UTC
Our engineers are performing ongoing maintenance in our database for the issue that prohibits logging into accounts and resetting passwords. The maintenance will likely run through Oct 13, 2022.
- identified Oct 13, 2022, 02:53 PM UTC
Our engineers have completed maintenance in our database to resolve the issue affecting new customers and are working to resolve the issue preventing logging into accounts and resetting passwords for existing accounts. There have been no security breaches or loss of data.
- identified Oct 14, 2022, 04:59 PM UTC
Our engineers are working through the remaining affected accounts as quickly as possible to restore access. We hope next week to publish a target date for this to be completed. There have been no security breaches or loss of data. We thank you for your patience while we resolve this issue and apologize for any inconvenience caused.
- identified Oct 17, 2022, 04:50 PM UTC
Our engineers have resolved the underlying issue with account access and are still working through the remaining accounts as quickly as possible to restore access. We hope to have more detailed information for you in the next day or two. There have been no security breaches or loss of data. We thank you again for your patience while we resolve this.
- identified Oct 19, 2022, 05:30 PM UTC
Our engineers are still working through the remaining affected accounts as quickly as possible to restore access. We will continue to reply to open support tickets as the affected accounts are restored, so that you are notified when that happens. We thank you for your continued patience.
- resolved Oct 25, 2022, 05:31 PM UTC
Our engineers have resolved the remaining affected accounts and access is now restored for these users. If you cannot login, please try resetting your password. Please contact SugarSync support if you still have any issues logging into your account.