Resolved - December 4; 1:06 PM ET - At this point the incident is being moved to 'resolved'. If users are continuing to experience issues with their Sync tool not authenticating, they are advised to restart the sync tool as advised in the past update. If users experience any further issues, please contact our dedicated support team at support@sharefile.com.
18:08 UTC

Update - December 4; 10:02 AM ET - At this time we are confident that we have identified the root cause of the problem and it has been resolved. Our engineering team is working on a permanent fix to the root cause that will ensure these issues do not occur again in the future.

Because of the nature of the issue, our Sync tools may have experienced issues authenticating and be presenting errors to users. If this is occurring, please initiate a re-authentication by exiting the application from the system tray and then restarting the application. We will continue monitoring the status of our system and applications for the remainder of the day and will update this incident after we are confident that the problem has been completely resolved.
15:13 UTC

Monitoring - December 4; 9:44 AM ET - ShareFile engineering believes that the previous issues with latency and log in problems should now be resolved. Because these issues may have caused authentication issues with our tools, such as Citrix ShareFile Sync, users may need to re-authenticate into the tool using the icon in the task tray.
ShareFile will continue to monitor the status of this problem and update to 'Resolved' once we are confident that the root cause has been resolved.
14:47 UTC

Investigating - December 4; 9:24 AM ET - We have had reports from users that have been having issues logging into their account or experiencing latency once in the system. Engineering is again reviewing these issues and working to resolve them.

This issue may also be causing authentication issues with applications such as Sync. We will update as soon as we have further information.
14:29 UTC

Resolved - Wednesday, December 4; 5:50am ET - At this time we believe that all issues with logging in and accessing ShareFile accounts should be resolved. Users should now be able to access their accounts successfully and use the service. If further problems are cited, please do not hesitate to contact our support team at support@sharefile.com
10:51 UTC

Monitoring - Wednesday, December 4; 5:40 AM ET - ShareFile engineering believes they have implemented a fix to resolve the issue and all users should now be able to access their ShareFile account. We are currently monitoring the problem to ensure the resolution works as expected and will mark this incident as 'Resolved' once we have confirmation that the resolution is fully effective.
10:42 UTC

Update - Wednesday, December 4; 5:24 AM ET - Some accounts continue to report issues with accessing their ShareFile accounts. Our engineers continue to work to research the issue and updates will be provided as soon as they are available.
10:26 UTC

Investigating - Some customers have reported intermittent errors when accessing their ShareFile account. Our Engineers are investigating the issue.
09:32 UTC

Postmortem - Read details
Nov 27 - 18:21 UTC

Resolved - The previous issue of data not being visible within user's ShareFile accounts has been resolved. Users should now be able to log in to their ShareFile accounts and access data normally. Issues with one of our servers temporarily blocked access for certain users. If further issues are being experienced, please contact our dedicated support team at support@sharefile.com
Nov 26 - 20:42 UTC

Investigating - Multiple users have reported issues being able to see their data upon logging into their ShareFile account. ShareFile engineering is currently investigating the issue as a critical priority. We will update when further information is made available.
Nov 26 - 20:30 UTC