Zamzar outage history

The Zamzar API was not able to process new conversions for approximately 90 minutes due to an issue with our service provider (Amazon Web Services), as widely reported in the press. During this time the API returned an HTTP 503 "Service Unavailable" error and was not able to accept new conversion jobs or allow logins to the API user dashboard. The issue was resolved 90 minutes after it started, with new conversions then possible. For more information on the AWS outage please see https://health.aws.amazon.com/health/status?eventID=arn:aws:health:us-east-1::event/MULTIPLE_SERVICES/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE_BA540_514A652BE1A

Our engineers are investigating an issue with our Developer API where there are delays when completing some API jobs. All jobs are being accepted ok, but some jobs are taking longer than usual to complete.

Our team has identified the cause of this issue and have implemented a fix which should now result in minimal to no delays for any new jobs submitted to the API for conversion.

Our team has implemented a fix for the conversion delays and API service has now returned to normal. We will continue to monitor for any further issues, but any new jobs submitted for conversion are not experiencing any delays.

No further issues have been detected, and the API is operating as normal - this incident has been resolved.

Our team are currently investigating an issue where we aren't processing conversions.

As a further update our team are still investigating the underlying issue.

We have identified the issue and have rolled a fix for this.

This incident has been resolved - all conversions should now be possible again, thanks for your patience whilst we worked to resolve this.

We are seeing some performance issues with www.zamzar.com and our team are currently investigating. We will update here once we have further updates.

We have identified the issue and a fix has been prepared. Further updates will be posted here.

A fix has been implemented and we are now monitoring.

This incident has now been resolved.

We are currently investigating an issue affecting web traffic to www.zamzar.com. This may mean that you are unable to perform conversions at this time. Once we have an update to this we will post here.

We have now identified the issue and all services should be back. We are going to continue to monitor for the next couple of hours.

Website is now operational.

We are happy that this incident is now resolved. Sorry for any inconvenience caused.

We have observed an interruption to a number of requests to our API conversion service. Our team are currently investigating the underlying cause and will update further here once we know more.

This incident has now been resolved.

We have observed an interruption to a number of requests to our API conversion service. Our team are currently investigating the underlying cause and will update further here once we know more.

Our team has identified that some requests to the API failed to be serviced between 05:45 AM UTC - 07:05 AM UTC today, instead returning an HTTP "500" error. The underlying problem causing those requests not to be processed has now been remediated and any ongoing requests submitted to the API will now function as expected. Any requests submitted during that timeframe which failed (including file conversion requests) will need to be re-submitted for processing. We will continue to closely monitor the service for any issues but are not anticipating any further problems.

We are continuing to monitor for any further issues.

We can confirm this issue has now been resolved and new API requests submitted since 07:05 AM UTC today are processing normally. We will continue to perform enhanced monitoring of the service throughout the day.

The Zamzar website (https://www.zamzar.com) is currently experiencing some network connectivity issues. Our engineers are actively working with our datacenter provider. Apologies for any inconvenience caused.

Network connectivity appears to have been restored by our datacenter provider, and the Zamzar website is available again. Our engineers will continue to monitor closely over the coming hours. Apologies for any inconvenience caused, whilst IBM worked to fix this issue.

We are continuing to monitor for any further issues.

This network connectivity issue that affected the website at https://www.zamzar.com is now resolved. Apologies for the issues.

We have observed an interruption to a small number of requests to the API conversion service. A small number of clients may have received an HTTP 500 error when submitting requests to the API. This issue has now been resolved and our team are closely monitoring to ensure that no further issues arise.

We have been monitoring this over the past few hours and have not seen further issues, as such this is now resolved.

We are observing some file conversion exports being delayed for some customers. Our engineer team are currently investigating as soon as we have an update we will post here.

We are no longer seeing file conversion export delays. We will continue to monitor.

This is now resolved.

We are observing elevated queue times for API conversion jobs for some customers. Our engineer team are currently investigating as soon as we have an update we will post here.

We are no longer seeing elevated queue times for API conversion jobs. We will continue to monitor.

Following continued monitoring of these elevated queue times - this is now resolved.

We are observing elevated queue times for API conversion jobs for some customers. Our ops team have deployed more API resources to mitigate these issues. We will continue to monitor and update here with any status updates.

We are no longer seeing elevated queue times for API conversion jobs. We will continue to monitor.

Following monitoring of these elevated queue times - this is now resolved.

We are observing elevated queue times for API conversion jobs for some customers. Our ops team have deployed more API resources to mitigate these issues. We will continue to monitor the situation and update this ticket.

We are now seeing normal response times across all API jobs. We will continue to monitor the situation but do not expect to see increased queue times for future jobs.

Our ops team have been monitoring the services closely for the last 2 hours and have not observed any elevated queue times for jobs submitted during this period. We are therefore closing this incident and will continue to monitor.

We are observing elevated queue times for API conversion jobs for some customers. Our ops team have deployed more API resources to mitigate these issues and are now seeing normal response times across all API jobs. We will continue to monitor the situation but do not expect to see increased queue times for future jobs.

Our ops team have been monitoring the services closely for the last 2 hours and have not observed any elevated queue times for jobs submitted during this period. We are therefore closing this incident and will continue to monitor.

The Zamzar website (https://www.zamzar.com) is currently experiencing some network connectivity issues. Our engineers are actively working with our datacenter provider. Apologies for any inconvenience caused.

Our hosting provider have advised us they are experiencing a network connectivity issue in one of their datacenter's. We are actively working with them to resolve this and will update here as soon as we have anything further.

Our hosting provider has advised that the network connectivity issues are resolved. We will continue to monitor over the next few hours. Apologies for the issues.

This network connectivity issue is now resolved. Apologies for the issues.

We are investigating a short period of downtime on the the Zamzar Developer API at the api.zamzar.com and sandbox.zamzar.com endpoints.

No further downtime has been experienced. There was an outage of just under 3 minutes between 12:53:23 YTC and 12:56:19 UTC, which resulted in HTTP 503 "Service Unavailable" responses being returned to some client requests to api.zamzar.com and sandbox.zamzar.com. The underlying cause of this issue was identified by our engineers and has now been fixed.

Our team are currently investigating a number of delayed conversions on the Zamzar API. As soon as our team have any updates we will post them here.

New jobs submitted to the /jobs endpoint at api.zamzar.com and sandbox.zamzar.com are no longer experiencing conversion delays. Some older jobs are still being converted. We will continue to monitor the system to ensure all older jobs are converted ok.

All conversion delays have now been cleared. Our team will continue to monitor for any further delays, but none are expected.

Our operations team have observed that a small number of HTTP POST requests to submit files for conversion to the /v1/jobs API endpoint resulted in an "HTTP 422 Unprocessable" error between March 7th 2018, 14:59:00 UTC and March 8th 2018, 11:53:59 UTC. Additionally the following unexpected response message may have been received by some clients during that time: {"errors":[{"context":{"parameter":"source_file","reason":"binary data was not successfully received"},"code":11,"message":"an invalid value was specified for a parameter"}]} This problem which is now resolved was caused by an internal configuration issue within the Zamzar API. The root cause of that problem has been identified and a fix has been put in place to ensure this issue does not reoccur. Thanks for your patience whilst this issue was ongoing.

We are currently investigating elevated queue times for file conversions - our team are investigating and will update once they have further information.

There are no longer any elevated queue times for conversions. Our team will continue to monitor performance closely.

There are no longer any elevated queue times for conversions.

Our engineers observed an increase in HTTP 503 errors for requests to https://api.zamzar.com/ and https://sandbox.zamzar.com/ between 08.16-09:09 UTC today. These errors were intermittent in nature, so only affected a small number of requests to these endpoints. The root cause of this problem was determined to be an upstream DNS resolution issue with our hosting provider which has now been resolved. Requests to these endpoints were back to normal by 09:09 UTC. We are now taking steps to ensure our infrastructure is more tolerant of any future DNS resolution issues as part of our commitment to providing a highly available file conversion API for our customers.