On May 16th, 2019 at 01:55 AM PST, the Files.com system started running very slowly affecting all operations including API calls.
The proactive monitoring system for Files.com alerted our staff who immediately responded to the alert. During the response the problem was identified to be a missing temporary directory that was removed during critical vendor security patch updates on several servers. This behavior was not seen during testing.
The missing temporary directory was identified and corrected at 03:24 AM PST. Once corrected, Files.com was fully operational.
At no time was customer data affected. The missing temporary directory was on server infrastructure, not in the data storage system.
Files.com has implemented a script upon reboot that checks for all the required temporary folders and recreates them if needed. Testing of critical patch updates will continue as before, even though testing did not reveal this issue prior to rolling out the critical vendor security patch.