This document provides a summary statement of the underlying cause of the file and folder access issues that some MOVEit Cloud customers experienced between July 12, 2021 and July 18, 2021.
Why Did Customers Temporarily Lose Access to File Folders?
After detecting an issue with the file storage system on North American Cloud Cluster 1, we took immediate steps to mitigate the issue so that it could be resolved without any service interruption.
Monitoring subsequently showed that the mitigation process was falling behind production file storage activities. To prevent a service outage, we made the decision to switch Cluster 1 over to a new file storage system. The process of switching over to the new file storage system left some customers temporarily without access to their historical files and folders while the synchronization process completed.
What Was Done to Minimize the Impact to Customers’ Business?
To minimize any adverse impact to customers, the Cloud Operations, Customer Support and Engineering teams provided advance notice (via https://status.moveitcloud.com/) of the pending emergency maintenance and the possibility that some customers would experience invalid folder/file errors during the sync process and made an all-hands effort to expedite the process and to support customers through the move to the new file storage system.
What is Being Done to Prevent a Similar Interruption in the Future?
After a comprehensive review of the situation, Progress has implemented changes to our infrastructure configuration and monitoring to protect against these problems repeating.