GPG Encryption

Incident Report for Files.com

Postmortem

On April 18th, 2022, at 5:53 AM PST, Files.com received an internal alert that the GPG encryption and decryption process was not functioning properly. We immediately investigated and determined that a recent security update included an Amazon Web Services (AWS) Software Development Kit (SDK) that required a change in a parameter call which would not allow reading information from AWS S3 storage. Pre-deployment testing did not catch this issue. The AWS SDK security update was reverted - while still mitigating any security issue - and full capability was restored on April 18th, 2022 at 1:49 PM 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 May 12, 2022 - 16:07 PDT

Resolved

All services have been restored and are operating normally. As of 5:27 p.m. EDT, a fix has been implemented for the GPG encryption failures, and we will continue to monitor the results. Some files uploaded since Friday April 15th are not recoverable and will need to be re-uploaded to encrypt correctly. Files that need to be re-uploaded are ones that either indicate a file size of 0 bytes or are files that cannot be downloaded. In both of these cases, the file should be deleted from the Files.com server and then re-uploaded to be properly encrypted.

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 Apr 18, 2022 - 14:33 PDT

Investigating

We are actively investigating an issue with GPG encryption on the Files.com service. We will provide additional details as they become available. Customers with urgent questions are encouraged to contact our Customer Success team by email. Thank you for your patience.

Posted Apr 18, 2022 - 13:25 PDT

This incident affected: Core Services / API.