SFTP/FTP/WebDAV Connection Issues

Incident Report for Files.com

Postmortem

On August 18th, 2021, at 5:15 AM PST, Files.com detected inconsistent FTP, SFTP and WebDAV connections. We investigated and identified a bug causing resources to be rapidly consumed, which resulted in the inconsistent connections. Full operation was restored on August 18th, 2021 at 7:19 AM PST.

Extensive review and testing has been 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 Jan 21, 2022 - 16:01 PST

Resolved

All services have been restored and are operating normally. As of 7:19 AM PDT, 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 Success team by email or phone. Thanks for your support while we resolved this issue.

Posted Aug 18, 2021 - 08:12 PDT

Investigating

We are currently experiencing issues with FTP, SFTP, and WebDAV. Impacted customers. We are actively investigating this issue and will provide additional updates as they become available. Customers with urgent questions are encouraged to contact our Customer Success team by email. Thank you for your patience.

Posted Aug 18, 2021 - 07:13 PDT

This incident affected: FTP/FTPS, SFTP, and WebDAV.