System Status: File Server Issue - Unable To Access Certain Data

Current Status: Restoring Data from Backup

A drive failure at our San Jose Datacenter occurred December 28th, 2011. The incident is affecting a few number of users who's files are currently being restored from backup. This process may take a few days to restore the information. The incident is under investigation and more information is forthcoming.

We apologize for this incident and are not only working to correct it as soon as possible but also improve our quality control operations to avoid drive failure such as this in the future. Our standard operating procedure allows for multiple drives to fail without interruption, however this incident managed to pass through two fail-safes in place. We will have data restored as soon as possible.

Update: As of DEC 31, 2011 files are still unavailable. We appreciate your patience as we restore the data. We hope to have this issue resolved by the start of next week.

Update: As of JAN 1, 2012 files are still being restored. Due to the holiday the recover processed has been slower than planned. We again want to thank you for your patience through this process. Please note, support times may be slow due to increased demand.

Update: As of JAN 3, 2012 files are still being restored. Delays continue - resolution tentative this weekend. We will update as more information becomes available.

Update: As of JAN 6, 2012, 600,000+ files have been restored from backup. The process is still running. Please be patient if you are unable to access some files. We will update as the process continues. Backup speeds are slower than expected but are progressing.

Update: As of JAN 9, 2012OpenDrive experienced an issue with a database server early Monday Morning January 9, 2012. The current files database was damaged and a backup database was restored. All other databases are functioning properly and were not affected. However, the restored database may not reflect most recent changes to the users account including recent file backups and uploads. We are working to restore any changes to users accounts back to normal, including any data that may currently not be available. This process should be completed in 72 hours. We apologize for the inconvenience and appreciate your understanding.


Update: As of JAN 9, 2012An Important Message From OpenDrive Regarding The Recent Outages

Have more questions? Submit a request

5 Comments

  • 0
    Avatar
    Rory Spangler

    Update: As of DEC 31, 2011 files are still unavailable. We appreciate your patience as we restore the data. We hope to have this issue resolved by the start of next week.

  • 0
    Avatar
    Rory Spangler

    Update: As of JAN 1, 2012 files are still being restored. Due to the holiday the recover processed has been slower than planned. We again want to thank you for your patience through this process. Please note, support times may be slow due to increased demand.

  • 0
    Avatar
    Rory Spangler

    Update: As of JAN 3, 2012 files are still being restored. Delays continue - resolution tentative this weekend. We will update as more information becomes available.

  • 0
    Avatar
    Rory Spangler

    Update: As of JAN 6, 2012, 600,000+ files have been restored from backup. The process is still running. Please be patient if you are unable to access some files. We will update as the process continues. Backup speeds are slower than expected but are progressing.

  • 0
    Avatar
    Rory Spangler

    Update: As of JAN 9, 2012,  OpenDrive experienced an issue with a database server early Monday Morning January 9, 2012. The current files database was damaged and a backup database was restored. All other databases are functioning properly and were not affected. However, the restored database may not reflect most recent changes to the users account including recent file backups and uploads. We are working to restore any changes to users accounts back to normal, including any data that may currently not be available. This process should be completed in 72 hours. We apologize for the inconvenience and appreciate your understanding.

Article is closed for comments.
Powered by Zendesk