On September 28th, 2022, just after midnight PST, Files.com started receiving reports of issues with the SFTP and FTP systems, where newly uploaded files were not able to be seen using an SFTP/FTP client. The Customer Support team was able to recreate the reported issues and correlate multiple tickets as the same issue, and on September 28th, 2022, at 6:13 AM PST declared an Incident due to the scope of the impact on multiple customers. The scope of customer impact was delayed directory listings for SFTP/FTP client software.

The Incident Management Team (IMT) immediately began investigation and determined that the asynchronous messaging system was showing a delayed response to directory listing requests. The IMT determined that the master messaging server cache should be reset. On September 28th, 2022, at 6:50 AM PST, testing showed the directory listing issue was corrected with the cache reset. Customer Support then reached out to the customers who had submitted support tickets and ensure their testing validated the tentative fix.

On September 28th, 2022, at 11:38 AM PST, Files.com reopened the incident with reports back from a customer that the original directory listing issue was still occurring. The IMT gathered again and began investigation. Testing across the entire Files.com platform proved every region but the USA, Virginia had the directory listing issue.

Further detailed investigation of the asynchronous messaging system led to the discovery of an incorrect server listing that included multiple servers no longer being used. On September 28th, 2022, at 12:50 PM PST, a fix was deployed. The directory listing issue was tested in every region to ensure the fix worked everywhere. RTO was declared with the testing proving the fix successful.

During the Incident Postmortem meeting, process improvements were discussed and implemented, specifically around testing across multiple regions.

We greatly appreciate your patience and understanding as we resolved this issue. If you need additional assistance or continue to experience issues, please contact our Customer Support team.