Oct 29, 02:46 UTC
Resolved - ShareFile Sync for Mac v 1.7 now supports OS X Mavericks. Sync for Mac is available for download from the “Apps” section of your ShareFile account. For more information regarding the release, please visit http://www.citrix.com/downloads/sharefile/clients-and-plug-ins/sharefile-sync-for-mac.html.

Oct 23, 15:38 UTC
Identified - We have identified compatibility issues with ShareFile Sync for Mac and Apple’s release of OS X Mavericks. Our engineers are currently working on resolving these issues. We will continue to provide updates as soon as they become available.

Oct 30, 15:56 UTC
Resolved - The previous issue where users were unable to select 'Manage Users' has been resolved. If users continue to experience problems, they should restart their browser. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 30, 15:09 UTC
Investigating - Some ShareFile users may be experiencing an error when attempting to navigate to 'Manage Users'. The error will state 'Unexpected Error - An unexpected error has occurred'.

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

Oct 30, 22:10 UTC
Resolved - The previous issue regarding SAML authentication with some of our tools has been resolved. If users continue to experience problems, they should restart their application. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 30, 15:14 UTC
Investigating - We have received reports of SAML authentication issues occurring with the some of our tools.

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

Oct 30, 22:13 UTC
Resolved - The Desktop Widget can now be downloaded successfully from the Apps page. Should issues continue, please contact support at support@sharefile.com, for further assistance.

Oct 30, 15:54 UTC
Investigating - Some ShareFile users may be experiencing an error when attempting to download the Desktop Widget from the Apps page. The error will state 'Page Not Found: The page you were looking for was not found.".

Our engineering team is currently working to research and resolve this issue. We will provide updates as soon as possible.

Oct 31, 20:22 UTC
Resolved - The previous issue where some users of the Outlook Plugin were experiencing the inability to send files has been resolved. If users continue to experience problems, please contact support at support@sharefile.com for assistance.

Oct 31, 15:12 UTC
Investigating - Some users may be unable to send files using the Outlook Plugin.

ShareFile Engineering is currently investigating the problem and we will be updating periodically with any new information as soon as it becomes available.

Nov 4, 16:58 UTC
Resolved - November 4th, 2013; 11:56am ET - After extensive testing, we do believe that the previously reported authentication issues have been resolved. If you were experiencing these issues, please attempt to authenticate into your tools again. If any other issues arise, please contact our dedicated support team at support@sharefile.com, or by phone at 1-800-441-3453.

Nov 4, 16:34 UTC
Monitoring - November 4th, 2013; 11:33am ET - Engineering has released a fix to our application that should resolve the issues that were previously reported with Single Sign-On log in's to our tools. We ask that users who were previously experiencing issues please try to authenticate again. These issues should be resolved, but continued tests are being run to ensure the problem has been completely addressed.

Nov 4, 16:31 UTC
Identified - November 4th, 2013; 11:31am ET - Our engineering team has determined the cause of the previously reported authentication issues and is currently working to deploy a fix to our system that should resolve the issue. As soon as we have deployed the fix, we will provide an additional update.

Nov 4, 15:46 UTC
Update - November 4th, 2013; 10:45am ET - Our engineers are continuing to look into the issue that is impacting accounts using Single Sign-On and not allowing users to authenticate into their ShareFile tools. We will continue to provide updates as soon as they become available.

Nov 4, 14:53 UTC
Update - November 4th, 2013; 9:51am ET - Research continues on the authentication issues that are occurring for clients using Single Sign-On. These issues may be impacting other ShareFile clients such as the Outlook Plugin and mobile tools as well. Our development team continues to research the source of the issue and work towards resolution. We will provide an update as soon as possible.

Nov 4, 14:22 UTC
Investigating - November 4th, 2013; 9:19am ET - We have received reports of some accounts not being able to login to their ShareFile Sync tool when using Single Sign-On credentials. Our engineers are looking into this problem and we will provide an update as soon as possible.

Nov 9, 18:47 UTC
Resolved - At this point in time our customer contact center is able to receive phone calls again. Service has been restored.

Nov 9, 16:06 UTC
Identified - The call center is down due to a power outage and we are working on restoring power as quickly as possible.

Nov 9, 16:04 UTC
Investigating - Our Products/Services are currently 100% operational.

At this point in time our contact center is down and we are working on restoring functionality as quickly as possible. We apologize for any inconvenience this is causing you.

Nov 20, 14:48 UTC
Postmortem - A planned system update resulted in unanticipated heavy load on the API servers used by various ShareFile apps and tools. As a result, performance of affected apps and tools was degraded. To address the issue, the system update was reverted and the system resumed to normal performance levels.

Nov 16, 00:26 UTC
Resolved - ShareFile engineering has successfully pushed a fix to our system that has resolved the issues that were being reported. If any further issues are seen, please contact ShareFile support at 1-800-441-3453, or via email at support@sharefile.com

Nov 15, 23:50 UTC
Identified - ShareFile engineering has identified a potential fix that should resolve issues with latency in our tools, as well as problems with FTP and WebDAV. We will be working to implement this fix across our system and will update when we believe the issues to be completely resolved.

Nov 15, 18:35 UTC
Update - ShareFile Engineering is continuing to investigate the problem. We are still in the process of pinpointing the exact root cause. We apologize for the inconvenience and thank you for your continued patience.

Nov 15, 16:40 UTC
Update - ShareFile Engineering is continuing to investigate the problem. There are also reports that FTP and WebDAV users may be experiencing issues that we believe may be related. We apologize for the inconvenience and will update as soon as possible.

Nov 15, 15:06 UTC
Investigating - We have received reports of latency in some of our tools. ShareFile Engineering is currently investigating the problem and we will be updating periodically with any new information as soon as it becomes available.

Nov 27, 18:21 UTC
Postmortem - A temporary database cache filled unexpectedly during normal system utilization. To address the issue, the cache was manually cleared and the problem was resolved. Additional monitoring instrumentation is being implemented to prevent the issue from reoccurring.

Nov 26, 20:42 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, 20:30 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.

Dec 6, 19:57 UTC
Postmortem - An unusually high volume of requests to the ShareFile database by one of the ShareFile tools resulted in performance degradation for certain customers. Once corrective actions were taken, the ShareFile service returned to normal performance levels.

Dec 4, 10:51 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

Dec 4, 10:42 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.

Dec 4, 10:26 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.

Dec 4, 09:32 UTC
Investigating - Some customers have reported intermittent errors when accessing their ShareFile account. Our Engineers are investigating the issue.

Dec 6, 19:56 UTC
Postmortem - An unusually high volume of requests to the ShareFile database by one of the ShareFile tools resulted in performance degradation for certain customers. Once corrective actions were taken, the ShareFile service returned to normal performance levels.

Dec 4, 18:08 UTC
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.

Dec 4, 15:13 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.

Dec 4, 14:47 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.

Dec 4, 14:29 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.

Dec 29, 01:41 UTC
Resolved - December 28, 2013; 8:39pm : ShareFile engineering has resolved the issues that were impacting users ability to login to the ShareFile web application. All users should now be able to successfully login to their account. If users are experiencing issues, they are encouraged to contact support at support@sharefile.com and 1-800-441-3453.

Dec 29, 01:13 UTC
Investigating - December 28, 2013; 8:12pm ET: ShareFile is currently experiencing issues that my be impacting some users ability to login. Our engineers are currently working to resolve this problem. We will provide an update to the issue as soon as possible.

Jan 8, 01:30 UTC
Postmortem - A planned system update included an incorrect configuration file that resulted in some accounts being inaccessible temporarily. This configuration was corrected and a process implemented to ensure that this does not occur in the future.

Jan 7, 20:50 UTC
Resolved - January 7, 2014; 3:50pm ET - This issue can now be considered resolved.

Jan 7, 18:58 UTC
Monitoring - January 7, 2014; 1:55pm ET - ShareFile engineering has pushed a fix that we believe should fully resolve the issue where the web application would throw an 'Unexpected Server Error' message during certain operations, including logging in. We will continue monitoring and update this incident when no more issues are reported and we believe it to be officially resolved.

Jan 7, 18:53 UTC
Identified - January 7, 2014; 1:52pm ET - ShareFile's engineering team has located the cause of the issue and is currently working to push a resolution. We will provide an update as soon as the proposed resolution is deployed. We will provide an update when the fix is pushed and we are monitoring our system to ensure the problem is fully resolved.

Jan 7, 18:22 UTC
Investigating - January 7, 2014; 1:20pm ET - We have received reports from users who are receiving an 'Unexpected Server Error' when logging in to their account or navigating through the web application. We are aware of the issue and our engineering team is currently looking into the root cause. In certain cases, clearing the cache will resolve the error. We will provide an update as soon as one is available.

Jan 17, 19:52 UTC
Resolved - ShareFile has confirmed this issue to be completely resolved.

Jan 16, 21:21 UTC
Monitoring - ShareFile engineering has identified the issue that was causing some users to receive errors that required the user to restart Outlook to resolve. We have released the fix to this problem and are currently in the process of monitoring the solution to ensure it is fully effective.

Jan 15, 21:58 UTC
Identified - Some users may be experiencing an error when attempting to send files using the Citrix ShareFile Outlook Plugin. This error is being caused by the need for the Plugin to authenticate with ShareFile after an update was pushed to our servers. If you are receiving an error, please restart your Outlook application and the error should resolve.

Jan 24, 17:07 UTC
Resolved - On 01/24 between 7:10 AM and 7:26 AM UTC some customers may experienced problems using one of our Products. This was caused by a network change resulting in a temporary connectivity loss in one of our Data-center. During this time, users were unable to start or join a session and product websites were fully or partial unavailable. We sincerely apologize for the disruption in service to you and your customers. All services are back to 100% operational. We know you count on us and we take any disruption in service very seriously. Additional information will be made available upon request within 24 hours of the service disruption.

Feb 1, 21:28 UTC
Postmortem - An internal DNS failure was the root cause of this problem. The issue was identified and fixed and additional backup DNS servers were configured to avoid this happening again in the future.

Jan 30, 16:51 UTC
Resolved - Some customers experienced issues downloading and uploading files. This was caused by a network change resulting in a temporary connectivity loss to attached storage centers. We sincerely apologize for the disruption in service to you and your customers. All services are back to 100% operational.

Jan 30, 16:27 UTC
Investigating - ShareFile is currently experiencing issues that my be impacting some users ability to upload and download files. Our engineers are currently working to resolve this problem. We will provide an update to the issue as soon as possible.

Jan 30, 21:30 UTC
Resolved - At this point we believe the problem with our chat portal is resolved. Chat support is available Monday through Friday, 8:00am ET - 5:00pm ET.

Jan 30, 19:24 UTC
Identified - Due to an issue with our provider, chat support is currently unavailable. The issue has been recognized and should be resolved within 24 hours. Our dedicated support team can still be reached by phone at 1-800-441-3453, or via email at support@sharefile.com.

Feb 15, 17:04 UTC
Resolved - February 15, 2014; 12:03pm ET - At this time, we believe the issue with our email support and the address we use, support@sharefile.com, has been completely resolved. We have compiled a list of customers that attempted to contact us when the issue was occurring and we will be reaching out to those customers to ensure that questions and problems are addressed.

Feb 15, 16:17 UTC
Monitoring - February 15, 2014; 11:15am ET - Our engineering team believes that we have addressed the issue with our support@sharefile.com address and emails are being received and addressed properly as of now. We will continue to monitor the issue and address next steps for missed correspondence very shortly.

Feb 15, 14:52 UTC
Investigating - February 15, 2014; 9:50am ET - Due to networking issues, emails to support@sharefile.com are being bounced back to sender and not being received properly by our support team. For all issues, we encourage customer to contact our team via phone at 1-800-441-3453, or internationally at 1-919-745-6111. We are currently researching into the issue and hope to have it resolved shortly.

Feb 16, 00:25 UTC
Resolved - February 15, 2014; 7:23pm ET - Our engineers have resolved the issues with the phone system and customers should be able to contact us normally.

Feb 15, 22:11 UTC
Investigating - February 15, 2014; 5:10pm ET - Due to local issues, the standard phone number to reach ShareFile sales and support (1-800-441-3453) is unavailable. Our technicians are diligently working to restore this functionality. We are monitoring our support email, so please email any urgent issues to support@sharefile.com and we will get back to you as soon as possible.

Mar 3, 17:20 UTC
Postmortem - At 14:04 (2:04 PM ET) on 1 March 2014, log files filled up on a database instance used by approximately 15% of ShareFile accounts. Automated processes exist to prevent log files from filling up, however in this case the automated process failed. In addition, alerts on the log file issue were not sent in a timely manner due to a separate issue. Alerts were received by database administrators at 15:33 (3:33 PM ET) and the issue was completely addressed at 15:46 (3:45 PM ET) on 1 March 2014. Automation and alerting improvements are being implemented to prevent this issue from reoccurring

Mar 1, 20:55 UTC
Resolved - ShareFile engineering has resolved the issues that were impacting users ability to use the ShareFile web application. If users are experiencing issues, they are encouraged to contact support at support@sharefile.com and 1-800-441-3453.

Mar 1, 20:48 UTC
Investigating - Some users may be experiencing an issue with accessing or using their ShareFile accounts. ShareFile engineering is currently investigating the issue and we will be updating periodically with any new information as soon as it becomes available. We apologize for any inconvenience caused.