SupplyPoint experienced a notice incident on September 9, 2019 affecting US Sync Web Site and US Portal Web Site, lasting 13h 57m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 09, 2019, 01:02 PM UTC
We are currently experiencing availability issues with the Sync site. We are investigating the issue now.
- investigating Sep 09, 2019, 01:43 PM UTC
We are still investigating the issue. No further updates are available at this time.
- investigating Sep 09, 2019, 02:51 PM UTC
We are continuing to investigate this issue.
- investigating Sep 09, 2019, 02:51 PM UTC
This is still an ongoing investigation.
- investigating Sep 09, 2019, 04:25 PM UTC
The investigation is still ongoing.
- monitoring Sep 09, 2019, 05:24 PM UTC
The site is operational again. We will be monitoring the site for the remainder of the day. We will verify and report on the root cause once we confirm the details.
- resolved Sep 10, 2019, 03:00 AM UTC
In correcting the service disruption today it was discovered that SupplyPoint’s security monitoring falsely identified repeated file upload activity (Item Plan uploads) as an external threat to the system. This action coincided with an automatic update of anti-malware signatures. The system consistently blocked this action which temporarily quarantined each of our web servers in a cascading effect. We have made adjustments to allow the Item Plans to be uploaded safely and still provide protections from other file types. A support incident was raised with the security vendor and they confirmed that they have had an increase in the number of support calls today as a result of the anti-malware update that was released early this morning.