Back up and running

Posted by Aditya Agarwal on January 12, 2014

Hi everyone,

On Friday evening we began a routine server upgrade. Unfortunately, a bug installed this upgrade on several active servers, which brought down the entire service. Your files were always safe, and despite some reports, no hacking or DDOS attack was involved.

While we restored most functionality three hours later, some users continued experiencing issues throughout the weekend across dropbox.com, our desktop client, and our mobile apps. Dropbox should now be up and running for all of you, but we’re working through a few last issues with the Dropbox photos tab. [UPDATE: The photos tab is now back. Thanks all for your patience!]

We know that many of you rely on Dropbox every day — we pride ourselves on reliability, and any downtime is unacceptable. In response, we’re currently building more tools and checks to make sure this doesn’t happen again. You can visit our tech blog to learn about this effort and read a more detailed explanation of events.

We’re sorry for the trouble this caused, and we thank you for your patience and support.

Aditya
VP of Engineering

 

36 Comments to Back up and running

Lewis Levin
January 12, 2014

Would be nice to see an apology from Drew.

bdawg923
January 12, 2014

This was the worst outage of the year for any company so far.

Tim Altman
January 12, 2014

I appreciate the communication from Dropbox while this was happening. What’s unfortunate is how many people out there were so quick to believe that it was a hack. Bugs happen, people––not everything is malicious.

Kevin McCarthy
January 12, 2014

So then I assume I’ll automatically be paying less this month for service, right? And why was this outage buried on http://tech.dropbox.com, this clearly wasn’t just a tech issue.

Long time Dropbox User
January 12, 2014

Thanks for being transparent about your outage. Esp appreciated the post-mortem.

Frank
January 12, 2014

it is working again, THANK YOU

Thomas Beling
January 12, 2014

The photos tab on the Android app don’t show recently taken photos. The tab is loading, pictures taken 2 days before or earlier will be displayed. Recently taken photos could be found in the camera upload folder but not at the photos tab. Just did a shot, it synced but didn’t show up there.
This happens on my nexus 4 and nexus 7.2, too.

Ahmed Khaled
January 13, 2014

My desktop client still can’t connect to the servers

Matic Lubej
January 13, 2014

You handled this problem very professionally and with great care. Even though this was a problem from your side, I think Dropbox users now have even greater trust in the Dropbox team, because only at times like these we see how much you really care about your users.

Thank you very much for your efforts and working hard around the clock to fix this problem!

TamásD
January 13, 2014

No, IMHO this problem was NOT handled very professionally. To start with, there was not a single mention about the outage on this very blog. Why? A lot of people would have been much less annoyed with proper communication.

Davide P
January 13, 2014

Still not working:
-photo tag on desktop
-photo album creation on android app
-not all photo showing on android app photo tab (missing last uploaded photos)

SteveB
January 13, 2014

The main problem, for myself and many other users, for which Dropbox has (so far) no apologized, was not the outage, but the lack of communication. An email to users or a simple message added to the help pages would have saved so many of us all the time and effort we spent trying to fix what we could only assume (in the absence of any information outside of the forums where we eventually stumbled upon the answer) were problems with our own software. I would like to see Dropbox acknowledge that they could have handled this aspect of the situation better.

Pat
January 13, 2014

My dropbox is still not synching.

TK
January 13, 2014

Dropbox is not yet functional for me – files are still not synchronising.

Karen
January 13, 2014

I would get to files late last night, but this morning I am not able to access them.

L. Wyatt
January 13, 2014

I cant download the app on my tablet.

Donna
January 13, 2014

When will the Photos Tab be available again? Some of my photos are only available here. Also, I’ve shared photos with some people who cannot view the files and receive this message:
Nothing Here
The file you’re looking for has been deleted or moved.

Valnesste
January 13, 2014

Photo tab in app not showing photos. When is this going to get fixed!

Fstar
January 13, 2014

Worked all weekend on a word doc saved to dropbox on my home computer but does not show up on my work computer. Arghh. The whole point was not to have to email documents from home to work and vice versa. Status says it is up but the document is not there.

yksin
January 13, 2014

Please know that I would not have wasted my time unlinking then relinking my account, or wasted YOUR time by opening a ticket, had I been aware from the start that the ongoing problems were systemic and not just mine. It wasn’t until the January 11 1:59 PM (Pacific time) update on the tech blog that Dropbox posted any kind of truly informative update.

The communication issue is fundamentally one of poor managerial decisionmaking, not one I blame on frontline customer service staff who were only doing their best to deal with angry &
frustrated customers over a trying weekend. I hope that Dropbox management will address this issue, on behalf both of its customers & its besieged customer support staff. Your communications did improve beginning with that 1:59 PM update; please continue to improve.

A big thank you to all the front-line customer support staff & to all the technical & engineering staff for the hard work you put in over the weekend.

Oni
January 13, 2014

The mobile app (PDF expert) is still not syncing with dropbox…….

Trey
January 13, 2014

Can’t create albums or share photos from Android app with Galaxy s4.

Bill
January 13, 2014

Need to download Dropbox for a class but don’t want to upgrade to 7. Is there still an older version available that I can use?

setyawandewantara
January 13, 2014

dropblog has more help my private docs.

x
January 14, 2014

Hope … dropbox store our passwords hashed

Sarah
January 14, 2014

Any idea when the photos tabs will be resurrected. Tempted to migrate all material to another supplyer, but will be patient if the end is in sight. Have to share lots of photos with clients.

André Verwijs
January 14, 2014

Dropbox is looking at local configuration to see if dropbox folder is up-to-date, witch gives you incorrect result. Dropbox should compare online folder with local folder (index) for better result….

André Verwijs
January 14, 2014

And “sessions” expire after 24 hours, to prevent a whole bunch of sessions within your account…

TheNiteOwl
January 14, 2014

I still do not see the majority of the subfolders in my main business folder. I need someone to address this issue. The impossibility of getting direct help from dropbox is an outrage.

TheNiteOwl
January 14, 2014

I found the files (someone else had deleted them from the folder) and restored them.

Kim
January 14, 2014

I cant upload!!

Dragan
January 15, 2014

Me too ;-(

Lilo
January 15, 2014

There are now more fotos on my foulder available. Still one laptop as device named, the first laptop and smartphone no longer named.

Ann Bookhardt
January 15, 2014

Same here! A video has been uploading for about 60 hours and I don’t know how to get it to stop.

Todd
January 15, 2014

Still having troubles uploading today. I have 6 files that say “uploading” forever! It’s been hours and they’re just some regular sized photos. Now I’m needing to upload a larger video. Is there any hope? I tried to uninstall dropbox completely, but when it came back, still the same.

huey
January 15, 2014

Still not working on any of my Android devices. Message “network error, try later”. All other network functions working properly for other apps. This is very frustrating and so unusable!