WorkRamp incident

Experiencing file retrieval issues with Amazon S3

Notice Resolved View vendor source →

WorkRamp experienced a notice incident on April 17, 2018, lasting 8h 50m. The incident has been resolved; the full update timeline is below.

Started
Apr 17, 2018, 11:08 AM UTC
Resolved
Apr 17, 2018, 07:58 PM UTC
Duration
8h 50m
Detected by Pingoru
Apr 17, 2018, 11:08 AM UTC

Update timeline

  1. identified Apr 17, 2018, 11:08 AM UTC

    For existing files, we are experiencing intermittent file retrieval issues with Amazon S3. Our team is currently investigating and trying to resolve.

  2. identified Apr 17, 2018, 12:08 PM UTC

    We have identified the file issue with the help of the AWS team. Currently, the issue is affecting files related to: -Logos/custom backgrounds -Images that were directly uploaded to WorkRamp -Files that need to directly downloaded (files will still preview) We are currently working on a fix and will update soon.

  3. identified Apr 17, 2018, 02:16 PM UTC

    We have deployed a script to fix the files that are not downloadable at the moment. We expect a turnaround of these files to be 2-3 hours. If you have a specific enterprise that you need this expedited for, please email [email protected]

  4. identified Apr 17, 2018, 04:09 PM UTC

    The script is currently still running and some files are being restored, with others in the queue. We will continue to provide updates. We will also provide a more detailed post mortem after the issue is resolved.

  5. identified Apr 17, 2018, 05:02 PM UTC

    We are through restoring most files except for files listed within guides. We are making progress on the last set of files there and will provide an update once closer to complete.

  6. resolved Apr 17, 2018, 07:58 PM UTC

    The majority of files have been retrieved. If you still see any issues, please contact [email protected] or chat to our team through the chat window. A post mortem will be available once ready. Thanks for your patience.