Issue Accessing Files Page When Connecting with Safari

Incident Report for Files.com

Postmortem

On September 6th, 2022, at 4:00 AM PST, Files.com starting receiving tickets from customers reporting issues with the Files page not loading in the Safari browser. Using any other browser the system was fully functional. Once Customer Support individuals started researching they were able to reproduce the error and correlate to a specific Safari browser issue. Customer Support called an Incident on September 6th, 2022, at 7:14 AM PST based upon the noted impacts to customers.

The Incident Management Team (IMT) immediately began research and quickly determined there was a software bug that affected only the Safari browser. The IMT immediately rolled back a deployment that included the software bug and returned the system to full functionality (RTO) on September 6th, 2022, at 7:58 AM PST.

The Safari software bug was identified, corrected, tested extensively in staging, then deployed to Production on September 6th, 2022, at 9:26 AM PST.

Extensive review and testing was conducted by Files.com staff to ensure this resolution, and we have already taken steps internally to prevent this issue from recurring in the future.

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.

Posted Sep 14, 2022 - 11:36 PDT

Resolved

All services have been restored and are operating normally. As of 7:58 AM PST, a fix has been implemented and we will continue to monitor the results. We will follow up with an Incident Report within ten (10) business days including the root cause and steps taken to address the root cause. If you need additional support, please do not hesitate to contact our Customer Support team by email or phone. Thanks for your support while we resolved this issue.

Posted Sep 06, 2022 - 08:01 PDT

Investigating

We are actively investigating an issue with loading the Files page of the Web interface when connecting using Safari web browser. We will provide additional details as they become available. Customers with urgent questions are encouraged to contact our Customer Support team by email. Thank you for your patience.

Posted Sep 06, 2022 - 07:31 PDT

This incident affected: Web Interface.