iOFFICE Detailed Root Cause Analysis – Severity 2 – 10/23/23 

Inability to Download or Upload Files for Copy, Space and Service 

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We are truly grateful for your continued support and loyalty. We value your feedback and appreciate your patience as we worked to resolve this incident.  

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Description: 

On October 23, 2023, at approximately 12:06pm EDT, internal teams and customers support started to receive reports of issues throughout the iOffice platform and the inability to download or upload files in the Copy, Space and Service modules, causing disruption.   

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Type of Event: 

Service Disruption 

Services\Modules Impacted: 

Production Environment for Copy, Space, Service  

Remediation: 

Internal teams restarted independent services which corrected the issue.  

Timeline:  

On October 23, 2023, at approximately 12:06pm EDT, internal teams and customers support started to receive reports of issues throughout the iOffice platform and the inability to download or upload files in the Copy, Space and Service modules, causing disruption. 12:33pm EDT additional customers reported the issue, and all customers were notified of the Severity 2 via status page. At 2:34pm EDT internal teams began to restart dependent services which resolved the issue, and the status page was set to monitoring. As no additional reports were received and customers began to confirm resolution, the status page was marked as resolved at 5:24pm EDT.   

Total Duration of Event: 

2 hrs 28 mins 

Root Cause Analysis: 

FTP server was not responding. 

Preventative Action:  

There were no alerts when this service went down. Internal teams have created a ticket for research and will put processes in place to avoid this in the future.