SugarSync incident

Customers are not able to access their SugarSync account

Major Resolved View vendor source →

SugarSync experienced a major incident on September 11, 2020 affecting Web Application and Desktop Application and 1 more component, lasting 6d 17h. The incident has been resolved; the full update timeline is below.

Started
Sep 11, 2020, 10:00 PM UTC
Resolved
Sep 18, 2020, 03:03 PM UTC
Duration
6d 17h
Detected by Pingoru
Sep 11, 2020, 10:00 PM UTC

Affected components

Web ApplicationDesktop ApplicationMobile Applications

Update timeline

  1. investigating Sep 11, 2020, 10:00 PM UTC

    We are investigating an issue that is affecting 2% of our servers. Users on these servers might not be able to login to their account or sync data until this issue is resolved.

  2. investigating Sep 12, 2020, 06:24 PM UTC

    We have identified and have resolved an issue with one of our database systems. We are continuing to monitor these systems at this time. While these systems are catching up, we expect performance to be slightly degraded as we churn through the backlog.

  3. identified Sep 12, 2020, 06:24 PM UTC

    The issue has been identified and a fix is being implemented.

  4. monitoring Sep 14, 2020, 02:05 PM UTC

    A fix has been implemented and we are monitoring the results.

  5. resolved Sep 18, 2020, 03:03 PM UTC

    This incident has been resolved.