SugarSync incident

Customers are not able to access their SugarSync account

Major Resolved View vendor source →

SugarSync experienced a major incident on May 12, 2021 affecting Web Application and Desktop Application and 1 more component, lasting 12d 15h. The incident has been resolved; the full update timeline is below.

Started
May 12, 2021, 04:22 PM UTC
Resolved
May 25, 2021, 07:51 AM UTC
Duration
12d 15h
Detected by Pingoru
May 12, 2021, 04:22 PM UTC

Affected components

Web ApplicationDesktop ApplicationMobile Applications

Update timeline

  1. investigating May 12, 2021, 04:22 PM UTC

    We are investigating an issue that is affecting a small proportion of our servers. Users on these servers might not be able to login to their account or sync data until this issue is resolved. This page will be updated with more information as it becomes available.

  2. investigating May 17, 2021, 04:05 PM UTC

    The team is still investigating ongoing issues which are affecting some users. We are planning to implement some configuration changes and these are currently being tested.

  3. monitoring May 20, 2021, 04:16 PM UTC

    We have made a number of changes to the system which have resolved the issues for the majority of users. We will continue to monitor the situation over the next few days. If you should encounter problems, we recommend restarting SugarSync. To shut SugarSync down completely on your desktop, open the SugarSync app, click on the Menu button ≡ in the upper left, and then choose Quit SugarSync. On mobile devices, you can log out and then log back in to reset your connection. Please don't hesitate to contact our support team if any problems persist.

  4. monitoring May 25, 2021, 07:51 AM UTC

    We are continuing to monitor for any further issues.

  5. resolved May 25, 2021, 07:51 AM UTC

    This incident has been resolved.