33 Sugarsync incidents · 2020年5月 — official updates, affected components, duration and resolution details.
当社のサポートチームは、ネットワークメンテナンスにより社内ツールへのアクセスが制限されています。 SugarSyncアカウントとデータは影響を受けません。お客様はログインして、サービスを通常どおり使用することができます。 当社のエンジニアリングチームは、フルサポート機能の復元に積極的に取り組んでいます。 支援が必要な場合は、チケットを提出し、システムが完全に復元されるとすぐに応答します.
当社のエンジニアは、問題のソースを特定し、修正を実施し、監視を継続しています。 支援が必要な場合は、チケットを提出し、システムが完全に復元されるとすぐに応答します.
この事件は解決しました。 サポートは十分に作動します.
公式のインシデント更新を自動翻訳しています。
ネットワークメンテナンスのため、社内システムでアカウントにアクセスするための問題が発生しています。 これはサポートにのみ影響を及ぼします。アカウントへのアクセスは影響を受けません。 当社のエンジニアは、問題の解決に精通しています。 暫定では、できるだけ早く回答するサポートチケットを提出するためにここをクリックしてください.
公式のインシデント更新を自動翻訳しています。
Our engineers are currently working on resolving a system issue that is affecting connectivity and access to SugarSync. More information will be posted here as it becomes available.
Our engineers have identified the cause of issue affecting connectivity and access to SugarSync. All systems appear to be functioning now and are being monitored closely.
Our engineers have fully resolved the issue affecting connectivity and access to SugarSync.
Our engineers are currently investigating a widespread system issue that is affecting connectivity and access to SugarSync, including the website. More information will be posted here as it becomes available.
We are continuing to investigate this issue.
Our engineers have identified the cause of the widespread system issue affecting connectivity and access to SugarSync. All systems appear to be functioning now and are being monitored closely.
Our engineers have resolved the issue affecting connectivity and access to SugarSync. All systems are functioning.
An ongoing Google-related issue with email messages has resulted in extended delays in response. You can check the status of the issue here - https://www.google.com/appsstatus/dashboard/incidents/224ozRqzW4sFBDK8hLnT
Google has indicated that the issue has been resolved.
We are experiencing delays with our website and customer portal due to a global outage with Cloudflare. Our underlying services are working normally. If you cannot log in, please wait a few minutes and try again. We will provide further updates as they become available.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Our engineers are currently investigating the issue of system emails not being delivered. This affects password resets, shared folder invitations, new user invitations for business accounts, daily summary emails, etc. Billing notices are not affected.
Our engineers are still investigating the issue of system emails not being delivered and hope to have it resolved soon.
Our engineers have identified the cause of system emails not being delivered and are actively working to resolve it as quickly as possible.
Emails are beginning to process on our end but are delayed. Our engineers are still actively working on the system to bring it back to normal operation soon. We appreciate your patience.
Our engineers have resolved this issue. All system emails are being sent without delay. If you sent any emails for shared folders, new business user activations, password resets, etc., while this issue was being resolved, please send them again.
Our engineers are currently investigating an issue that prevents credit card information from being updated in some web browsers. Please visit our Help Center article for a workaround. We thank you for your patience.
Our engineers are working toward a resolution to an issue that prevents credit card information from being updated in some web browsers. Please visit our Help Center article for a workaround. We thank you for your patience.
Our engineers have identified and fixed the issue that prevents credit card information from being updated in some web browsers. We are currently monitoring the issue. Thank you for your patience.
This incident has been resolved.
Our engineers investigated an issue that was preventing some users from logging in to their accounts. That issue appears to be resolved now. If you still cannot log into your account, please submit a ticket to support.
Our engineers are currently investigating an issue that is affecting the ability to view image thumbnails. We hope to have this resolved soon.
Our engineers have identified and resolved the issue with thumbnail images not being displayed and are monitoring it.
We are continuing to monitor for any further issues.
Our engineers have resolved the issue that is affecting the ability to view image thumbnails.
Our engineers are currently investigating an issue that prevents credit card information from being updated in some web browsers. Please visit our knowledge base article for a workaround.
Our engineers are continuing to work on a resolution for the issue on our website preventing some browsers from updating credit card information. Please visit our knowledge base article for a workaround.
Our engineers are still working on a resolution for the issue preventing some browsers from updating credit card information. Please visit our knowledge base article for a workaround.
Our engineers have identified the cause of this issue and are continuing their work on a resolution for this issue that prevents some browsers from updating credit card information. Please visit our knowledge base article for a workaround.
A fix for the issue that prevents credit card information from being updated in some web browsers has been implemented by our engineers who are monitoring the situation.
This issue has been solved by our engineers. Updating credit card information appears to work in all browsers.
Our engineers are currently investigating the issue of shared folder invitation emails not being delivered. Billing notices are not affected. All updates to this issue will be posted to our status page.
Our engineers are continuing to investigate the issue of shared folder invitation emails not being delivered. Billing notices and password resets are not affected. All updates to this issue will be posted here.
Our engineers are have implemented a fix, and the issue of shared folder invitation emails not being delivered appears to be resolved. They are monitoring the results now.
Our engineers have resolved the issue of shared folder invitation emails not being delivered.
This incident has been resolved.
Our network engineers are currently investigating an issue with the protected folder backups service. Updates will be posted here as more information is gathered.
Our network engineers are still investigating an issue with the protected folder backups service. Thank you for your patience. Updates will be posted here as details become available.
Our network engineers believe they have identified the problem with the Protected Folder backups and are working toward a resolution.
Our network engineers are continuing to work on a resolution for the Protected Folders. Thank you for your patience.
Our network engineers are continuing their work on the issue with the protected folder backups. Until a permanent resolution is in place, you may see protected folder backups get created intermittently. Updates will be posted here as more information is gathered.
Our network engineers are continuing to work on the issue with the protected folder backups. Protected folder backups are functioning but only intermittently. We do apologize for the delay.
This incident has been resolved.
Our engineers are investigating an issue that may affect a subset of customers whereby two-factor authentication notifications may not be received properly. More information will be posted as it becomes available.
Our engineers are still investigating an issue that may affect a subset of customers with two-factor authentication (2FA) enabled. Notifications for 2FA may not be received and/or there may be possible connection issues to the server on our mobile app. More information will be posted as it becomes available.
Our engineers believe they have identified and corrected the issue with two-factor authentication notifications and connection issues on the mobile app and are monitoring the situation. Please try logging in again and/or opening files on the mobile app.
Our engineers have resolved the issues with two-factor authentication (2FA). If you are experiencing continuing issues with that or anything else with SugarSync, please contact support .
Our engineers are investigating an issue that may be preventing access to a subset of SugarSync accounts. The issue may prevent those users from logging in and/or resetting their password. We appreciate your patience while they are resolving this.
Our engineers are continuing to investigate an issue that is preventing access to accounts for a portion of our customers. The issue will prevent those users from logging in and/or resetting their password. We appreciate your patience while they are working to resolve it.
Our engineers are still investigating an issue that is preventing access to a portion of SugarSync accounts. The issue will prevent some users from logging in and/or resetting their password. We appreciate your patience and apologize for the inconvenience while they are resolving this.
Ongoing investigations are being conducted by our engineering team focusing on an issue preventing a subset of users to access their accounts. We can confirm there has been no data loss and we hope to have this resolved as quickly as possible.
Our engineers have identified an issue in our database which prohibits logging into accounts. We are implementing a fix and will provide another update once it is implemented.
Our engineers have identified an issue in our database which prohibits logging into accounts, and resetting passwords. We are implementing a fix and will provide another update once it is implemented.
Our engineers have identified the issue in our database which prohibits logging into accounts, and resetting passwords. They are performing maintenance and implementing a fix for affected customers. The maintenance will likely run through tomorrow.
Our engineers are performing ongoing maintenance in our database for the issue that prohibits logging into accounts and resetting passwords. The maintenance will likely run through Oct 13, 2022.
Our engineers have completed maintenance in our database to resolve the issue affecting new customers and are working to resolve the issue preventing logging into accounts and resetting passwords for existing accounts. There have been no security breaches or loss of data.
Our engineers are working through the remaining affected accounts as quickly as possible to restore access. We hope next week to publish a target date for this to be completed. There have been no security breaches or loss of data. We thank you for your patience while we resolve this issue and apologize for any inconvenience caused.
Our engineers have resolved the underlying issue with account access and are still working through the remaining accounts as quickly as possible to restore access. We hope to have more detailed information for you in the next day or two. There have been no security breaches or loss of data. We thank you again for your patience while we resolve this.
Our engineers are still working through the remaining affected accounts as quickly as possible to restore access. We will continue to reply to open support tickets as the affected accounts are restored, so that you are notified when that happens. We thank you for your continued patience.
Our engineers have resolved the remaining affected accounts and access is now restored for these users. If you cannot login, please try resetting your password . Please contact SugarSync support if you still have any issues logging into your account.
Our network engineers have discovered a network issue that may be causing interruption of service for some users. They are working to resolve this as quickly as possible.
Our network engineers have identified and corrected the network issue that was causing interruption of service for some users and are currently monitoring it.
Our network engineers have discovered a network issue that may be causing an interruption of service for some users. They are working to resolve this as quickly as possible.
This incident has been resolved by our operations team.
Our network engineers discovered and resolved a network issue that occurred over the weekend. We apologize for any interruption in service.
Our engineers are investigating an unforeseen network issue whereby the SugarSync systems may be temporarily inaccessible. We thank you for your patience while this is resolved.
Our engineers believe they have resolved the network issue that caused the SugarSync systems to be inaccessible and are monitoring the situation now. You should now be able to access your accounts via the web, desktop, and mobile applications.
We are continuing to monitor for any further issues. If you are still unable to log in via the web, please hold down the Shift key while refreshing the page and try again.
This incident has been resolved. Thank you for your patience.
We are currently rebooting a network switch for maintenance. SugarSync service may be degraded for up to 2 hours. Customers experiencing service issues for greater than 2 hours should reach out to [email protected]
This incident has been resolved.
Our engineers are currently investigating an issue where some customers are seeing files that appear to be stuck in the upload queue or say "Waiting to add" in the Folders view. We appreciate your patience as we try to resolve this.
We are continuing to investigate this issue.
Our engineers are continuing to investigate the issue for some users where files appear to be stuck in the upload queue or say "Waiting to add" in the Folders view. We appreciate your patience.
Our engineers are still investigating the issue of stuck uploads for some customers. We do appreciate your patience as we try to resolve this.
Our engineers are still investigating this issue We appreciate your continued patience as we try to resolve this.
We appreciate your patience while our engineers continue their ongoing investigation of this issue that is affecting a small subset of our customers.
We appreciate your patience while our engineers continue their investigation. Some customers have had success modifying/saving the stuck files (e.g., adding a word to a document, cropping an image, etc.) to allow them to upload.
We appreciate your patience and apologize that our engineers' investigation is taking longer than expected. Please try modifying/saving the stuck files (e.g., adding a word to a document, cropping an image, etc.) which should allow them to upload.
Please try modifying/saving the stuck files which should allow them to upload. Please contact support for further assistance, if you don't have a ticket ongoing already. Once again, we appreciate your patience as we resolve this.
Please try modifying/saving the stuck files which should allow them to upload. Please contact support for further assistance, if you don't already have an ongoing ticket. Once again, we appreciate your patience as we resolve this.
If you have a long list of files, or files that can't be edited, such as images, PDFs, etc., our technical support team can schedule a remote session to help resolve this by running a tool to fix those files. Please let us know approximately how many files are stuck and your availability for a remote session. Please contact support to submit a ticket, if you don't already have an ongoing ticket. If you only have a few, editable files, such as Word docs, Excel spreadsheets, text files, etc., changing the files even slightly and saving them should allow them to properly upload without a remote session. Once again, we appreciate your patience as we resolve this.
We now have a new version of SugarSync that includes a tool you can run as a workaround to allow any stuck files to upload properly. Please see our support article here . Our engineers are continuing to work on a permanent solution.
We appreciate your patience and apologize that a permanent resolution is taking longer than expected. We expect this to be resolved in the next few weeks, and any stuck files will upload properly automatically ; no update for the desktop app is needed. You should not see any new stuck files at this point. Please see our support article to work around any existing stuck uploads here .
This issue has been resolved by our engineers. If you still have existing files stuck in the uploads, please see our support article here to run our tool to fix those files.