ShareFile® System Status Status

Feb 28, 2015

No incidents reported today.

Feb 27, 2015

Inclement Weather / Support Availability

Resolved - Conditions in the Raleigh, NC area have improved and the Citrix office is now open. Support availability has returned to normal and can be contacted through the typical methods.
Feb 27, 12:55 UTC

Investigating - Due to a major winter storm in the Raleigh, NC area, the Citrix office has closed in the interest of our employee's safety.
ShareFile support is still available, however the time it takes to reach an agent may be longer than expected due to availability. We apologize for any inconvenience and will update as conditions change.
Feb 26, 11:38 UTC

Feb 25, 2015

No incidents reported.

Feb 24, 2015

No incidents reported.

Feb 23, 2015

No incidents reported.

Feb 22, 2015

No incidents reported.

Feb 21, 2015

No incidents reported.

Feb 20, 2015

No incidents reported.

Feb 19, 2015

No incidents reported.

Feb 18, 2015

No incidents reported.

Feb 17, 2015

No incidents reported.

Feb 16, 2015

No incidents reported.

Feb 15, 2015

No incidents reported.

Feb 14, 2015

No incidents reported.

Feb 13, 2015

No incidents reported.

Feb 12, 2015

No incidents reported.

Feb 11, 2015

No incidents reported.

Feb 10, 2015

No incidents reported.

Feb 9, 2015

No incidents reported.

Feb 8, 2015

No incidents reported.

Feb 7, 2015

No incidents reported.

Feb 6, 2015

Latency during upload/download operations

Resolved - As of now we are updating this issue to mark it as resolved. Our operations and engineering team have worked to implement several optimizations to our system to prevent further issues with data transfer errors and latency. We are continuing to put new monitoring methods in place in order to keep close attention to our infrastructure and ensure that further issues are quickly addressed. We apologize for all inconvenience caused by this incident and if further issues are seen, please contact our support team for assistance.
Feb 6, 22:47 UTC

Investigating - Our network operation and engineering teams continue working to monitor changes to the platform that have shown improvements in functionality. We are also working to investigate further reports from customers around download timeouts and latency in the web application. While we continue to make improvements to our overall infrastructure, we are diligently working to investigate and resolve all issues at the highest priority.
Feb 5, 23:02 UTC

Update - We continue to monitor the impact of our platform adjustments and research the root cause of upload and download latency that was experienced over the past few days. We have also seen periodic issues with latency in our web application that we are working to understand and address. We will continue to provide updates here as often as possible and will keep the incident open until we are confident that root cause is identified and resolved.
Feb 4, 22:47 UTC

Monitoring - We have been working to make adjustments on our back end that we hope to fully resolve the latency issues that have been reported. Many of these adjustments are now in production and we will continue to monitor performance to understand if there are further underlying issues that need research. We will continue to provide updates as information is available.
Feb 4, 14:21 UTC

Identified - Our engineering and operations teams are working to identify and address the cause of the ongoing latency in the ShareFile infrastructure. Traffic patterns into and out of the data center are stabilized at this time, but the team is continuing to address intermediate- and long-term infrastructure changes to address recent concerns on a more permanent basis. We will continue to update this page as we have additional information, and sincerely apologize for the inconvenience this has caused.
Feb 3, 23:06 UTC

Investigating - Some customers have reported latency during uploading and/or downloading items. Our operations and engineering teams are reviewing this incident and we will update as we have information.
Feb 3, 19:46 UTC

Phone Support Unavailable

Resolved - The emergency situation in the primary support office has been resolved. We apologize for the delay and are working to answer calls quickly as support personnel return to the phones.
Feb 6, 14:41 UTC

Investigating - Phone support is temporarily unavailable while we experience issues with our office. We apologize for the inconvenience and support should return shortly.
Feb 6, 14:31 UTC

Feb 5, 2015

ShareFile Scheduled Maintenance - 11:00pm EST (GMT-5), February 6, 2015 - 12:00am EST (GMT -5), February 7, 2015

Completed - This maintenance has been cancelled. We apologize for any inconvenience caused by the late notice.
Feb 5, 22:30 UTC

Scheduled - This Friday evening, ShareFile engineering will be conducting maintenance to the ShareFile system.

During this period, a small percentage of ShareFile users may experience a brief window where they are unable to access their accounts or upload new documents. We do not anticipate this window exceeding more than 5 minutes.

If you would like to know whether your account can anticipate any impact during this window, please contact support and we will be happy to inform you on whether your account will be impacted. Support can be reached by phone at 1-800-441-3453, or internationally at +1 919.745.6111.

Provided is the start time for this maintenance for other major time zones globally –

Los Angeles (US)
8:00pm PST , Friday, February 6
London (UK)
4:00am GMT, Saturday, February 7th
Dubai (UAE)
8:00am GST, Saturday, February 7th
Sydney (AU)
3:00PM AET, Saturday, February 7th
Feb 2, 21:16 UTC

Feb 2, 2015

Customers experiencing latency during upload/download operations

Resolved - We have restarted affected server instances and have seen reports of latency during upload/download operations decline over the last 60 minutes. We continue to monitor all server performance metrics closely, and response times are normal at present. We apologize for the inconvenience this has caused.
Feb 2, 18:35 UTC

Investigating - We have received several reports of customers experiencing latency during upload and download operations. Our operations, support, and engineering teams are working to add additional capacity to the system, and restart affected servers as needed. We will update this page as we have additional information, and we apologize for the inconvenience.
Feb 2, 16:33 UTC

Feb 1, 2015

No incidents reported.

Jan 31, 2015

Some customers experiencing latency

Resolved - Our operations team removed and sequentially recreated affected Storage Centers on different physical hardware. Once recreated, previous traffic bottlenecks were not observed. We are closely monitoring this situation throughout the weekend, but all upload/download operations appear normal at this time. Again, we sincerely apologize for the inconvenience this has caused.
Jan 31, 00:10 UTC

Update - Our operations, engineering, support, and database teams have been working to identify and address the latency concerns throughout the day. We have added additional resources to both US East Coast and US West Coast server clusters, and have manually monitored and, when necessary, restarted servers exhibiting signs of overload. We are continuing to investigate cause factors and remediation steps, and will update as we have additional information.
Jan 30, 19:32 UTC

Investigating - We have received a number of reports of customers experiencing latency during upload/download activity. We have raised this issue to our operations group, and are working towards a resolution. Please check back to this page, we will post updates as they are available.
Jan 30, 14:41 UTC

Jan 30, 2015

Latency in uploads and downloads for some customers

Resolved - We have added network resources to our infrastructure to provide additional bandwidth and mitigate latency concerns. Server traffic has stabilized overnight. We are considering this resolved, but will continue to monitor closely to quickly address and additional concerns this morning. We apologize for the inconvenience this has caused.
Jan 30, 13:23 UTC

Investigating - We have received a number of latency reports regarding uploads and downloads this afternoon. Our operations team is applying additional resources to address these concerns; this work is currently underway. We sincerely apologize for the inconvenience, and are working hard to resolve.
Jan 29, 22:09 UTC

Jan 29, 2015

Failed connections to storage servers

Resolved - One of the HIPAA storage centers experienced a connectivity error that prevented specific subsets of files from being downloaded. The operations team has taken the affected device out of service, and normal download activity has resumed. The team is conducting a root cause analysis to further investigate this issue, but service is 100% restored. We apologize for the inconvenience this has caused, and will make details of the investigation available as we have them.
Jan 29, 18:01 UTC

Update - Our operations and database teams are continuing to look at this issue. The issue is not universal, and is occurring on two storage servers, and only for specific files on those servers. We will continue to update as we have additional information, and sincerely apologize for the inconvenience this has caused.
Jan 29, 15:50 UTC

Investigating - Some healthcare customers are reporting an inability to download files, typically receiving a message stating the the connection to storage was interrupted. Our operations team has been alerted and we are working to identify and resolve this error quickly. Further updates will be posted here as they are available.
Jan 29, 13:54 UTC

Java and HTML5 uploader tools stuck on calculating

Resolved - Our operations teams has performed a code rollback of a routine software change made earlier in the evening. Java and HTML5 uploader tools are now fully operational. We will perform a full root cause analysis of this issue and post it as it is available. We sincerely apologize for the inconvenience this has caused.
Jan 29, 02:24 UTC

Investigating - Our engineers are currently aware of issues with our Java and HTML5 upload tools on certain accounts. If you are experiencing this issue, please use our Standard upload tool while we investigate this issue further. We will update with any additional information.
Jan 29, 01:47 UTC

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