Files incident
Outbound (Remote Server) Connections Only: Elevated Error Rates
Resolved after 26 minutes, on July 19, 2025.
From 21:39 UTC to 21:56 UTC on 19 July 2025, [Files.com](http://Files.com) customers experienced elevated error rates on certain Remote Server Integrations \(Sync and Mount\). All other platform services, including the [Files.com](http://Files.com) Agent, continued to operate normally. At 21:39 UTC, we released an update intended to simplify how our remote server integration engine chooses a backend server through which to route the connection. However, the update contained a defect that caused certain jobs to fail to select a backend server at all. At 21:56 UTC, we rolled back the change, immediately restoring normal performance. Full validation confirmed no residual impact. We understand that many customers rely on Remote Server Integrations for time-critical workflows, and even a brief interruption is unacceptable. We apologize for the disruption and appreciate your continued trust in [Files.com](http://Files.com). If you have any questions, please reach out to our Support team at any time.
Update timeline
- resolved Jul 19, 2025, 10:18 PM UTC
We have resolved elevated error rates in outbound connections from Files.com to remote servers. The impact was limited to remote server integrations and did not impact inbound connections to Files.com that don’t involve remote servers. This incident occurred between the times of 21:39 UTC to 21:56 UTC.
- postmortem Jul 28, 2025, 06:09 PM UTC
From 21:39 UTC to 21:56 UTC on 19 July 2025, [Files.com](http://Files.com) customers experienced elevated error rates on certain Remote Server Integrations \(Sync and Mount\). All other platform services, including the [Files.com](http://Files.com) Agent, continued to operate normally. At 21:39 UTC, we released an update intended to simplify how our remote server integration engine chooses a backend server through which to route the connection. However, the update contained a defect that caused certain jobs to fail to select a backend server at all. At 21:56 UTC, we rolled back the change, immediately restoring normal performance. Full validation confirmed no residual impact. We understand that many customers rely on Remote Server Integrations for time-critical workflows, and even a brief interruption is unacceptable. We apologize for the disruption and appreciate your continued trust in [Files.com](http://Files.com). If you have any questions, please reach out to our Support team at any time.
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