DropsuiteNA Status - Incident history https://statusamer.dropsuite.com DropsuiteNA Fri, 4 Jul 2025 07:00:00 +0000 Scheduled database maintenance Type: Maintenance Duration: 3 hours Affected Components: Restores/Downloads, Backups Jul 4, 10:00:00 GMT+0 - Completed - Maintenance has completed successfully Jul 4, 07:00:00 GMT+0 - Identified - We are planning a scheduled database maintenance for **OneDrive** and **GDrive**. During this time, the following components will be **unavailable**: * Backup * Restore * Download Jul 4, 07:00:01 GMT+0 - Identified - Maintenance is now in progress Type: Maintenance

Duration: 3 hours

Affected Components: ,

<p><small>Jul <var data-var='date'> 4</var>, <var data-var='time'>10:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Jul <var data-var='date'> 4</var>, <var data-var='time'>07:00:00</var> GMT+0</small><br><strong>Identified</strong> - We are planning a scheduled database maintenance for **OneDrive** and **GDrive**. During this time, the following components will be **unavailable**: * Backup * Restore * Download.</p> <p><small>Jul <var data-var='date'> 4</var>, <var data-var='time'>07:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> ]]> Fri, 4 Jul 2025 07:00:00 +0000 https://statusamer.dropsuite.com/maintenance/cmbz8jlu70005psid64276rnu https://statusamer.dropsuite.com/maintenance/cmbz8jlu70005psid64276rnu Issue backing up user calendars Type: Incident Duration: 29 days, 19 hours and 5 minutes Affected Components: Backups May 28, 19:00:00 GMT+0 - Identified - We have received reports of customers who are getting errors when backing up individual user calendars. Currently this is affecting a small, but not insignificant number of users. Our team has identified an issue where we are receiving a 500 error stating "An internal server error occurred" from Microsoft when retrieving folder data from certain calendars. Currently, our engineering team is working on both identifying the root cause of the error as well as updating our logic to skip any failing items without causing the backup as a whole to stall/fail. If you are experiencing this issue or have any questions/concerns, please contact Dropsuite Support (support@dropsuite.com) Jun 12, 16:19:18 GMT+0 - Identified - It has been determined that the cause of this issue is specific calendar items for which Microsoft is returning an error when we attempt to retrieve them from user mailboxes. As a temporary work-around, our team has deployed a code change which will skip the problematic items. While this does not resolve the issue, it does allow the rest of the calendar backup to complete. Investigation into the failing items is continuing. Jun 27, 14:04:35 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 29 days, 19 hours and 5 minutes

Affected Components:

<p><small>May <var data-var='date'> 28</var>, <var data-var='time'>19:00:00</var> GMT+0</small><br><strong>Identified</strong> - We have received reports of customers who are getting errors when backing up individual user calendars. Currently this is affecting a small, but not insignificant number of users. Our team has identified an issue where we are receiving a 500 error stating "An internal server error occurred" from Microsoft when retrieving folder data from certain calendars. Currently, our engineering team is working on both identifying the root cause of the error as well as updating our logic to skip any failing items without causing the backup as a whole to stall/fail. If you are experiencing this issue or have any questions/concerns, please contact Dropsuite Support (support@dropsuite.com).</p> <p><small>Jun <var data-var='date'> 12</var>, <var data-var='time'>16:19:18</var> GMT+0</small><br><strong>Identified</strong> - It has been determined that the cause of this issue is specific calendar items for which Microsoft is returning an error when we attempt to retrieve them from user mailboxes. As a temporary work-around, our team has deployed a code change which will skip the problematic items. While this does not resolve the issue, it does allow the rest of the calendar backup to complete. Investigation into the failing items is continuing..</p> <p><small>Jun <var data-var='date'> 27</var>, <var data-var='time'>14:04:35</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 28 May 2025 19:00:00 +0000 https://statusamer.dropsuite.com/incident/cmbibceu1000112qtxfwa6awz https://statusamer.dropsuite.com/incident/cmbibceu1000112qtxfwa6awz Scheduled Maintenance Notice Type: Maintenance Duration: 1 hour Affected Components: Website, Backups Apr 13, 05:00:00 GMT+0 - Completed - Maintenance has completed successfully Apr 13, 04:00:00 GMT+0 - Identified - We will be performing scheduled maintenance on our systems from **06:00 AM to 07:00 AM UTC**. During this time, the portal will be **temporarily inaccessible**, and **backup jobs will be postponed** until the maintenance is complete. We appreciate your patience and understanding. Apr 13, 04:00:01 GMT+0 - Identified - Maintenance is now in progress Type: Maintenance

Duration: 1 hour

Affected Components: ,

<p><small>Apr <var data-var='date'> 13</var>, <var data-var='time'>05:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Apr <var data-var='date'> 13</var>, <var data-var='time'>04:00:00</var> GMT+0</small><br><strong>Identified</strong> - We will be performing scheduled maintenance on our systems from **06:00 AM to 07:00 AM UTC**. During this time, the portal will be **temporarily inaccessible**, and **backup jobs will be postponed** until the maintenance is complete. We appreciate your patience and understanding..</p> <p><small>Apr <var data-var='date'> 13</var>, <var data-var='time'>04:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> ]]> Sun, 13 Apr 2025 04:00:00 +0000 https://statusamer.dropsuite.com/maintenance/cm9cidv7h0008bo6ihyazdsoq https://statusamer.dropsuite.com/maintenance/cm9cidv7h0008bo6ihyazdsoq Sharepoint/OneDrive backup failures Type: Incident Duration: 20 hours and 17 minutes Affected Components: Backups Mar 7, 03:45:06 GMT+0 - Resolved - This incident has been resolved. Mar 6, 07:27:47 GMT+0 - Identified - Please be aware, we are currently investigating this incident. At this time we are seeing intermittent failures for some OneDrive and Sharepoint backups due to a connection error. We are working on this as a priority. Type: Incident

Duration: 20 hours and 17 minutes

Affected Components:

<p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>03:45:06</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Mar <var data-var='date'> 6</var>, <var data-var='time'>07:27:47</var> GMT+0</small><br><strong>Identified</strong> - Please be aware, we are currently investigating this incident. At this time we are seeing intermittent failures for some OneDrive and Sharepoint backups due to a connection error. We are working on this as a priority. .</p> ]]> Thu, 6 Mar 2025 07:27:47 +0000 https://statusamer.dropsuite.com/incident/cm7x0yag5000pmxwt8ddzgiue https://statusamer.dropsuite.com/incident/cm7x0yag5000pmxwt8ddzgiue Scheduled Maintenance Type: Maintenance Duration: 30 minutes Affected Components: Website Mar 3, 06:30:00 GMT+0 - Completed - Maintenance has completed successfully Mar 3, 06:00:01 GMT+0 - Identified - Maintenance is now in progress Mar 3, 06:00:00 GMT+0 - Identified - We will be performing scheduled maintenance, during this time, the **Partner Portal** and **End User Portal** will be **unavailable**.. Timeframe: March 03, 07:00 AM - 07:30 AM UTC Type: Maintenance

Duration: 30 minutes

Affected Components:

<p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>06:30:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>06:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Mar <var data-var='date'> 3</var>, <var data-var='time'>06:00:00</var> GMT+0</small><br><strong>Identified</strong> - We will be performing scheduled maintenance, during this time, the **Partner Portal** and **End User Portal** will be **unavailable**.. Timeframe: March 03, 07:00 AM - 07:30 AM UTC.</p> ]]> Mon, 3 Mar 2025 06:00:00 +0000 https://statusamer.dropsuite.com/maintenance/cm7n5q0ih000512wz39nm1cpp https://statusamer.dropsuite.com/maintenance/cm7n5q0ih000512wz39nm1cpp Dropsuite.com login issues Type: Incident Duration: 45 minutes Affected Components: Website Feb 14, 19:42:31 GMT+0 - Resolved - Our investigating team has discovered that the issue was caused by a misconfiguration of our sign-in page. This has been resolved and everything should be working as expected now. If you are still experiencing any issues, please let us know at support@dropsuite.com Feb 12, 02:42:00 GMT+0 - Investigating - We have been informed that some customers are having issues logging into their customer portals through dropsuite.com. We have also noted that some customers are able to sign-in successfully but are directed to a partner portal page that is not current. Our teams are investigating this issue with all possible urgency. Please note that all backups are functioning normally. We will provide updates here as we have them. If you have any questions, please do not hesitate to contact support@dropsuite.com Type: Incident

Duration: 45 minutes

Affected Components:

<p><small>Feb <var data-var='date'> 14</var>, <var data-var='time'>19:42:31</var> GMT+0</small><br><strong>Resolved</strong> - Our investigating team has discovered that the issue was caused by a misconfiguration of our sign-in page. This has been resolved and everything should be working as expected now. If you are still experiencing any issues, please let us know at support@dropsuite.com.</p> <p><small>Feb <var data-var='date'> 12</var>, <var data-var='time'>02:42:00</var> GMT+0</small><br><strong>Investigating</strong> - We have been informed that some customers are having issues logging into their customer portals through dropsuite.com. We have also noted that some customers are able to sign-in successfully but are directed to a partner portal page that is not current. Our teams are investigating this issue with all possible urgency. Please note that all backups are functioning normally. We will provide updates here as we have them. If you have any questions, please do not hesitate to contact support@dropsuite.com.</p> ]]> Wed, 12 Feb 2025 02:42:00 +0000 https://statusamer.dropsuite.com/incident/cm754smmq001xac6lje0lh6e3 https://statusamer.dropsuite.com/incident/cm754smmq001xac6lje0lh6e3 Scheduled Maintenance Type: Maintenance Duration: 3 days and 1 hour Affected Components: Website, Backups Feb 11, 12:00:01 GMT+0 - Identified - Maintenance is now in progress Feb 14, 13:00:00 GMT+0 - Completed - Maintenance has completed successfully Feb 11, 12:00:00 GMT+0 - Identified - As part of our ongoing improvement initiatives, we will be performing backend maintenance, which may temporarily impact backup and portal availability. **Key Details:** * During the maintenance window, backup jobs will be postponed. * The Partner Portal and End User Portal will be temporarily unavailable. **Maintenance Schedule:** * **CAC Canada:** 11 February, 7:00 AM - 8:00 AM EST * **US-WEST:** 12 February, 7:00 AM - 8:00 AM EST * **USW-1/2:** 14 February, 7:00 AM - 8:00 AM EST Type: Maintenance

Duration: 3 days and 1 hour

Affected Components: ,

<p><small>Feb <var data-var='date'> 11</var>, <var data-var='time'>12:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Feb <var data-var='date'> 14</var>, <var data-var='time'>13:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Feb <var data-var='date'> 11</var>, <var data-var='time'>12:00:00</var> GMT+0</small><br><strong>Identified</strong> - As part of our ongoing improvement initiatives, we will be performing backend maintenance, which may temporarily impact backup and portal availability. **Key Details:** * During the maintenance window, backup jobs will be postponed. * The Partner Portal and End User Portal will be temporarily unavailable. **Maintenance Schedule:** * **CAC Canada:** 11 February, 7:00 AM - 8:00 AM EST * **US-WEST:** 12 February, 7:00 AM - 8:00 AM EST * **USW-1/2:** 14 February, 7:00 AM - 8:00 AM EST.</p> ]]> Tue, 11 Feb 2025 12:00:00 +0000 https://statusamer.dropsuite.com/maintenance/cm5y142py002s8369lzl2s63h https://statusamer.dropsuite.com/maintenance/cm5y142py002s8369lzl2s63h QBO UI - UI not loading data correctly Type: Incident Duration: 1 day, 13 hours and 57 minutes Affected Components: Website Feb 8, 23:42:00 GMT+0 - Investigating - We are currently investigating this incident. Feb 10, 13:38:38 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 1 day, 13 hours and 57 minutes

Affected Components:

<p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>23:42:00</var> GMT+0</small><br><strong>Investigating</strong> - We are currently investigating this incident..</p> <p><small>Feb <var data-var='date'> 10</var>, <var data-var='time'>13:38:38</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Sat, 8 Feb 2025 23:42:00 +0000 https://statusamer.dropsuite.com/incident/cm6y9u2lt008z4w0572qsi9cs https://statusamer.dropsuite.com/incident/cm6y9u2lt008z4w0572qsi9cs SharePoint Maintenance Type: Maintenance Duration: 3 days Affected Components: Restores/Downloads Jan 25, 08:00:00 GMT+0 - Completed - Maintenance has completed successfully Jan 22, 08:00:01 GMT+0 - Identified - Maintenance is now in progress Jan 22, 08:00:00 GMT+0 - Identified - As part of our SharePoint performance improvement initiatives, we are performing some backend maintenance which will have potential impact to backup availability. During the maintenance window, SharePoint backup snapshots may become temporarily unavailable for restore or download. Snapshots within the previous 48 hours should not be affected. Once the maintenance is completed, access to previous snapshots will be restored Type: Maintenance

Duration: 3 days

Affected Components:

<p><small>Jan <var data-var='date'> 25</var>, <var data-var='time'>08:00:00</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully.</p> <p><small>Jan <var data-var='date'> 22</var>, <var data-var='time'>08:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Jan <var data-var='date'> 22</var>, <var data-var='time'>08:00:00</var> GMT+0</small><br><strong>Identified</strong> - As part of our SharePoint performance improvement initiatives, we are performing some backend maintenance which will have potential impact to backup availability. During the maintenance window, SharePoint backup snapshots may become temporarily unavailable for restore or download. Snapshots within the previous 48 hours should not be affected. Once the maintenance is completed, access to previous snapshots will be restored.</p> ]]> Wed, 22 Jan 2025 08:00:00 +0000 https://statusamer.dropsuite.com/maintenance/cm5n3p58s0010bfjko585fjtb https://statusamer.dropsuite.com/maintenance/cm5n3p58s0010bfjko585fjtb 504 Gateway Time-out displaying at portal login Type: Incident Duration: 35 minutes Affected Components: Website Oct 15, 16:25:00 GMT+0 - Identified - Our investigating teams have identified the cause of this issue and are working on a solution. We have discovered that our servers are not handling sign-in requests as quickly as normal, which is leading to errors in some cases. We are actively working on a solution and will have things back to normal as quickly as possible. Oct 15, 17:00:00 GMT+0 - Resolved - This issue has been resolved. Impact was determined to be from 09:25 until 10:00 PDT. Please contact [support@dropsuite.com](mailto:support@dropsuite.com) if any further impact is observed Type: Incident

Duration: 35 minutes

Affected Components:

<p><small>Oct <var data-var='date'> 15</var>, <var data-var='time'>16:25:00</var> GMT+0</small><br><strong>Identified</strong> - Our investigating teams have identified the cause of this issue and are working on a solution. We have discovered that our servers are not handling sign-in requests as quickly as normal, which is leading to errors in some cases. We are actively working on a solution and will have things back to normal as quickly as possible..</p> <p><small>Oct <var data-var='date'> 15</var>, <var data-var='time'>17:00:00</var> GMT+0</small><br><strong>Resolved</strong> - This issue has been resolved. Impact was determined to be from 09:25 until 10:00 PDT. Please contact [support@dropsuite.com](mailto:support@dropsuite.com) if any further impact is observed.</p> ]]> Tue, 15 Oct 2024 16:25:00 +0000 https://statusamer.dropsuite.com/incident/cm2aownh600188c1s48icqip2 https://statusamer.dropsuite.com/incident/cm2aownh600188c1s48icqip2 PSA integration mass ticket creation Type: Incident Duration: 15 days and 2 hours Affected Components: Website Sep 30, 14:30:17 GMT+0 - Monitoring - On September 27th, the development team temporarily suspended the creation of service tickets for PSA partners concerning backup errors due to the large amount of tickets being created. To address and restore the service ticket creation process, we are implementing a hot fix with an ETA of October 2nd. This hot fix will reinstate the service ticket creation flow until we implement a permanent, queue-based solution. Sep 25, 14:30:28 GMT+0 - Identified - We are currently experiencing an issue with PSA integrations for partners who have Service Ticket integration enabled. Due to a configuration error, a large amount of tickets are being generated within the integration. Our integration team is actively working on a hotfix to resolve this as soon as possible. Sep 26, 13:18:05 GMT+0 - Identified - We are continuing to work on a fix for this incident. ETA for fix deployment: September 27, 2024. Oct 2, 16:52:29 GMT+0 - Monitoring - The dev team are still actively engaged in resolving this issue and have updated the ETA for the service ticket creation hotfix to Oct. 4th. Oct 4, 17:04:52 GMT+0 - Monitoring - During the testing for this hotfix, the dev team identified additional bugs that will need to be resolved before the hotfix can be released. Expected ETA on the Hotfix is October 10th. Oct 10, 16:30:31 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 15 days and 2 hours

Affected Components:

<p><small>Sep <var data-var='date'> 30</var>, <var data-var='time'>14:30:17</var> GMT+0</small><br><strong>Monitoring</strong> - On September 27th, the development team temporarily suspended the creation of service tickets for PSA partners concerning backup errors due to the large amount of tickets being created. To address and restore the service ticket creation process, we are implementing a hot fix with an ETA of October 2nd. This hot fix will reinstate the service ticket creation flow until we implement a permanent, queue-based solution..</p> <p><small>Sep <var data-var='date'> 25</var>, <var data-var='time'>14:30:28</var> GMT+0</small><br><strong>Identified</strong> - We are currently experiencing an issue with PSA integrations for partners who have Service Ticket integration enabled. Due to a configuration error, a large amount of tickets are being generated within the integration. Our integration team is actively working on a hotfix to resolve this as soon as possible. .</p> <p><small>Sep <var data-var='date'> 26</var>, <var data-var='time'>13:18:05</var> GMT+0</small><br><strong>Identified</strong> - We are continuing to work on a fix for this incident. ETA for fix deployment: September 27, 2024..</p> <p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>16:52:29</var> GMT+0</small><br><strong>Monitoring</strong> - The dev team are still actively engaged in resolving this issue and have updated the ETA for the service ticket creation hotfix to Oct. 4th..</p> <p><small>Oct <var data-var='date'> 4</var>, <var data-var='time'>17:04:52</var> GMT+0</small><br><strong>Monitoring</strong> - During the testing for this hotfix, the dev team identified additional bugs that will need to be resolved before the hotfix can be released. Expected ETA on the Hotfix is October 10th..</p> <p><small>Oct <var data-var='date'> 10</var>, <var data-var='time'>16:30:31</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 25 Sep 2024 14:30:28 +0000 https://statusamer.dropsuite.com/incident/cm1hyptdw000tmj8jscie222x https://statusamer.dropsuite.com/incident/cm1hyptdw000tmj8jscie222x Backup Stuck in Preparing Backup status Type: Incident Duration: 6 days, 1 hour and 1 minute Affected Components: Restores/Downloads Sep 19, 16:00:42 GMT+0 - Resolved - This incident has been resolved. Sep 13, 15:00:00 GMT+0 - Monitoring - We have identified an issue that causes initial backups for a subset of users to be stuck in the Preparing Backup state for an extended period of time or not progress normally. Currently only users under a backup only plan are affected. Our dev team has identified the root cause for this issue and is planning a hotfix for 09/18 which will resolve the issue. Until resolved, customers may see delayed backup progress. Please reach out to Dropsuite support at [support@dropsuite.com](mailto:support@dropsuite.com) if you suspect you are affected. Sep 18, 15:16:32 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Type: Incident

Duration: 6 days, 1 hour and 1 minute

Affected Components:

<p><small>Sep <var data-var='date'> 19</var>, <var data-var='time'>16:00:42</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Sep <var data-var='date'> 13</var>, <var data-var='time'>15:00:00</var> GMT+0</small><br><strong>Monitoring</strong> - We have identified an issue that causes initial backups for a subset of users to be stuck in the Preparing Backup state for an extended period of time or not progress normally. Currently only users under a backup only plan are affected. Our dev team has identified the root cause for this issue and is planning a hotfix for 09/18 which will resolve the issue. Until resolved, customers may see delayed backup progress. Please reach out to Dropsuite support at [support@dropsuite.com](mailto:support@dropsuite.com) if you suspect you are affected..</p> <p><small>Sep <var data-var='date'> 18</var>, <var data-var='time'>15:16:32</var> GMT+0</small><br><strong>Monitoring</strong> - We implemented a fix and are currently monitoring the result..</p> ]]> Fri, 13 Sep 2024 15:00:00 +0000 https://statusamer.dropsuite.com/incident/cm15hyzru000wrpciziex7k6l https://statusamer.dropsuite.com/incident/cm15hyzru000wrpciziex7k6l