Major Outage
Incident Report for Dropbox Sign, Fax, and Forms
The fix is looking to be durable. The backfill has restored access to all open signature requests that are reasonably considered to be viable. These are signature requests that are open, and haven't been completed yet. Access to the rest of the open signature requests, all the way back to the HelloFax open signature requests dating from before 2012, will continue backfilling until complete. Because we have restored access to all reasonably viable signature requests, we are resolving this incident.
Posted Aug 28, 2022 - 16:02 PDT
The fix is continuing to look effective, but we are still closely monitoring the system. The backfill of open signature requests is continuing, we believe the large majority of still viable open requests will now function. New signature requests are working as they should be.
Posted Aug 27, 2022 - 09:30 PDT
Our fix is in place and the site is operational. The backfill operation for open signature requests is moving automatically backwards in time. At this time the backfill has reached August 17. We are continuing to monitor the site to ensure the fix is sound.
Posted Aug 27, 2022 - 02:10 PDT
We have deployed a fix and will be bringing the service back up shortly. In order to resume full service as quickly as possible we have put a temporary hold on open signature requests older than 00:00 August 26, 2022 UTC. We are working to quickly backfill the remaining open signature requests. New requests will work normally.
Posted Aug 27, 2022 - 01:13 PDT
We continue to work on restoring services, and will provide a status update around 0800 UTC.
Posted Aug 26, 2022 - 23:10 PDT
We are working on the fix, which is taking longer. We expect this to continue until at least 0600 UTC.
Posted Aug 26, 2022 - 21:21 PDT
HelloWorks is partially affected by this outage. The portal is unavailable, and final document generation will not happen until HelloSign is recovered. API users are unaffected save for the final document generation.
Posted Aug 26, 2022 - 20:22 PDT
We still stand by our earlier estimate of the site being up no earlier than 04:00 UTC. In the event this fix does not address the issue, we have built a contingency fix using a related technique that has different failure modes than our first fix. We will post further updates once we have a better estimate for when the site will be available.
Posted Aug 26, 2022 - 19:50 PDT
We are in the process of deploying a fix, but we expect this to require the site to be down for at least another four hours. We do not expect the site to be back up before 04:00 UTC.
Posted Aug 26, 2022 - 17:12 PDT
We are continuing to work on a fix for this issue.
Posted Aug 26, 2022 - 16:50 PDT
We have identified the issue and have taken the site to emergency mode in order to apply a fix. Due to the extensive nature of this fix, we will be keeping the site in emergency mode for at least one hour.
Posted Aug 26, 2022 - 16:31 PDT
We are continuing to investigate this issue.
Posted Aug 26, 2022 - 16:26 PDT
We are continuing to investigate this issue.
Posted Aug 26, 2022 - 16:14 PDT
We are currently experience an interruption to creating Signature Requests, Signing, and Embedded Signing, Template Creation. We’re aware of the issue and are investigating.
Posted Aug 26, 2022 - 15:56 PDT