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.