DropsuiteEMEA Status - Incident history https://statusemea.dropsuite.com DropsuiteEMEA Thu, 7 Aug 2025 09:50:06 +0000 Authentication Failures Affecting Tenant Credentials Type: Incident Duration: 2 hours and 56 minutes Aug 7, 09:50:06 GMT+0 - Investigating - We have identified an issue affecting authentication for organizations, where tenant credentials are failing to authenticate and re-authentication attempts are also unsuccessful. Our engineering team is actively investigating this issue with high priority to determine the root cause and implement a resolution. We will provide updates as more information becomes available. Aug 7, 10:52:05 GMT+0 - Identified - We have identified the issue and are currently working towards a resolution. Aug 7, 12:45:46 GMT+0 - Resolved - **Root Cause** The issue was triggered by the expiration of the application secret used in the London region, which disrupted authentication services for some organizations. **Resolution** We generated a new application secret and applied the update in the London region. Authentication services have been refreshed for all affected organizations, and normal functionality has been fully restored. We sincerely apologize for the disruption and are implementing preventive measures to avoid similar occurrences in the future. Type: Incident

Duration: 2 hours and 56 minutes

<p><small>Aug <var data-var='date'> 7</var>, <var data-var='time'>09:50:06</var> GMT+0</small><br><strong>Investigating</strong> - We have identified an issue affecting authentication for organizations, where tenant credentials are failing to authenticate and re-authentication attempts are also unsuccessful. Our engineering team is actively investigating this issue with high priority to determine the root cause and implement a resolution. We will provide updates as more information becomes available..</p> <p><small>Aug <var data-var='date'> 7</var>, <var data-var='time'>10:52:05</var> GMT+0</small><br><strong>Identified</strong> - We have identified the issue and are currently working towards a resolution..</p> <p><small>Aug <var data-var='date'> 7</var>, <var data-var='time'>12:45:46</var> GMT+0</small><br><strong>Resolved</strong> - **Root Cause** The issue was triggered by the expiration of the application secret used in the London region, which disrupted authentication services for some organizations. **Resolution** We generated a new application secret and applied the update in the London region. Authentication services have been refreshed for all affected organizations, and normal functionality has been fully restored. We sincerely apologize for the disruption and are implementing preventive measures to avoid similar occurrences in the future..</p> ]]> Thu, 7 Aug 2025 09:50:06 +0000 https://statusemea.dropsuite.com/incident/cme17ugjq00sqp9bm6farav7i https://statusemea.dropsuite.com/incident/cme17ugjq00sqp9bm6farav7i Scheduled database maintenance Type: Maintenance Duration: 3 hours Affected Components: Restores/Downloads, Backups Jul 4, 02:00:00 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, 05:00:00 GMT+0 - Completed - Maintenance has completed successfully Jul 4, 02:00:01 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'>02:00:00</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'>05:00:00</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'>02:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> ]]> Fri, 4 Jul 2025 02:00:00 +0000 https://statusemea.dropsuite.com/maintenance/cmbz8ay2p0001jr7czh7u1gpj https://statusemea.dropsuite.com/maintenance/cmbz8ay2p0001jr7czh7u1gpj Issue backing up user calendars Type: Incident Duration: 29 days, 19 hours and 34 minutes Affected Components: Backups May 28, 18:30:00 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, 16:19:48 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, 14:04:16 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 29 days, 19 hours and 34 minutes

Affected Components:

<p><small>May <var data-var='date'> 28</var>, <var data-var='time'>18:30:00</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'>16:19:48</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'>14:04:16</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 28 May 2025 18:30:00 +0000 https://statusemea.dropsuite.com/incident/cmbibclxs0005cg214koixa7q https://statusemea.dropsuite.com/incident/cmbibclxs0005cg214koixa7q Scheduled Maintenance Type: Maintenance Duration: 16 days, 9 hours and 34 minutes Affected Components: Restores/Downloads, Website, Backups Feb 11, 00:00:00 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:** * **London:** 11 February, 1:00 AM - 2:00 AM CET * **EU West (EUW):** 12 February, 1:00 AM - 2:00 AM CET * **EU Central (EUC):** 13 February, 1:00 AM - 2:00 AM CET Feb 11, 00:00:01 GMT+0 - Identified - Maintenance is now in progress Feb 27, 09:34:26 GMT+0 - Completed - Maintenance has completed successfully. Type: Maintenance

Duration: 16 days, 9 hours and 34 minutes

Affected Components: , ,

<p><small>Feb <var data-var='date'> 11</var>, <var data-var='time'>00:00:00</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:** * **London:** 11 February, 1:00 AM - 2:00 AM CET * **EU West (EUW):** 12 February, 1:00 AM - 2:00 AM CET * **EU Central (EUC):** 13 February, 1:00 AM - 2:00 AM CET.</p> <p><small>Feb <var data-var='date'> 11</var>, <var data-var='time'>00:00:01</var> GMT+0</small><br><strong>Identified</strong> - Maintenance is now in progress.</p> <p><small>Feb <var data-var='date'> 27</var>, <var data-var='time'>09:34:26</var> GMT+0</small><br><strong>Completed</strong> - Maintenance has completed successfully..</p> ]]> Tue, 11 Feb 2025 00:00:00 +0000 https://statusemea.dropsuite.com/maintenance/cm5y0s4dv002a8369wgxdzpsz https://statusemea.dropsuite.com/maintenance/cm5y0s4dv002a8369wgxdzpsz SharePoint Maintenance Type: Maintenance Duration: 3 days Affected Components: Restores/Downloads Jan 22, 08:00:01 GMT+0 - Identified - Maintenance is now in progress Jan 25, 08:00:00 GMT+0 - Completed - Maintenance has completed successfully 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'> 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'> 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'>08:00:00</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://statusemea.dropsuite.com/maintenance/cm5n3r590003ftsl9ngh15f1r https://statusemea.dropsuite.com/maintenance/cm5n3r590003ftsl9ngh15f1r Accessing the "Go to Credential Page" Button from Partner Portal Type: Incident Duration: 20 minutes Affected Components: Website Nov 8, 12:42:43 GMT+0 - Identified - We’ve identified an issue where partners are unable to navigate to the "Go to Credential Page" button directly from the Partner Portal. Our team is actively working on a solution, and we appreciate your patience as we resolve this. Work around, Login as client and navigate to End user portal > Account Settings > Credentials page. Nov 8, 13:02:22 GMT+0 - Resolved - This incident has been resolved. The "Go to Credentials" button in the Partner Portal is now functioning as expected. Type: Incident

Duration: 20 minutes

Affected Components:

<p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>12:42:43</var> GMT+0</small><br><strong>Identified</strong> - We’ve identified an issue where partners are unable to navigate to the "Go to Credential Page" button directly from the Partner Portal. Our team is actively working on a solution, and we appreciate your patience as we resolve this. Work around, Login as client and navigate to End user portal > Account Settings > Credentials page..</p> <p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>13:02:22</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved. The "Go to Credentials" button in the Partner Portal is now functioning as expected..</p> ]]> Fri, 8 Nov 2024 12:42:43 +0000 https://statusemea.dropsuite.com/incident/cm38q8q7z000hfz1cm7c7pw5y https://statusemea.dropsuite.com/incident/cm38q8q7z000hfz1cm7c7pw5y PSA integration ticket creation Type: Incident Duration: 15 days, 1 hour and 57 minutes Affected Components: Website Sep 25, 14:33:24 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, 13:18:21 GMT+0 - Identified - We are continuing to work on a fix for this incident. ETA for fix deployment: September 27, 2024. Sep 30, 14:30:30 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. Oct 2, 16:53:15 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, 17:05:39 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, 16:30:48 GMT+0 - Resolved - This incident has been resolved. Type: Incident

Duration: 15 days, 1 hour and 57 minutes

Affected Components:

<p><small>Sep <var data-var='date'> 25</var>, <var data-var='time'>14:33:24</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'>13:18:21</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>Sep <var data-var='date'> 30</var>, <var data-var='time'>14:30:30</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>Oct <var data-var='date'> 2</var>, <var data-var='time'>16:53:15</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'>17:05:39</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'>16:30:48</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Wed, 25 Sep 2024 14:33:24 +0000 https://statusemea.dropsuite.com/incident/cm1hytlhf0009112h1xv9ox8e https://statusemea.dropsuite.com/incident/cm1hytlhf0009112h1xv9ox8e