This informational message is in reference to the emergency maintenance issued yesterday (June 13, 2023). As reported, at approximately 1:08 PM Mountain time, Amazon Web Services (AWS) began experiencing service disruptions in the region where ImageSilo operates (US East 1). AWS determined that the root cause of the disruption was due to “an issue with a subsystem responsible for capacity management for AWS Lambda”. This affected much of AWS control functionality as well as causing widespread outages for multiple online service providers.

The impact of this disruption was limited to the ImageSilo transfer service (transfer.imagesilo.com). ImageSilo utilizes Lambda to authenticate Transfer users with their corresponding ImageSilo users, and the disruption prevented the authentication mechanism from completing. The vast majority of ImageSilo functionality (login, search, document retrieval, workflow, etc.) operated normally. ImageSilo Engineering began seeing significant improvement in ImageSilo Lambda executions at approximately 2:30 PM Mountain time, with a full recovery to all ImageSilo Lambda executions by 3:45 PM Mountain time.

AWS reported at 4:42 PM Mountain time that all issues with Lambda processing had been resolved, and all backlog of Lambda executions had completed.

ImageSilo Engineering is dedicated to the integrity, security and availability of our customers’ data. We go to great lengths to design and implement systems that are resilient to disasters, and we have the capability to move all of ImageSilo operations to another region should the US East 1 region become unavailable. While we regret any impact this AWS service disruption has caused our customers, we are pleased to report that the vast majority of ImageSilo operations were unaffected by the disruption.

Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Late last week, a critical security vulnerability in the open source Apache logging library (log4j) was disclosed to the public. ImageSilo Engineering immediately began a thorough review of all systems to determine the impact of this vulnerability on ImageSilo systems and customers. The vast majority of software utilized by ImageSilo does not contain or utilize Apache libraries, making the vulnerability a non-issue for those systems. In addition, the network and security architecture of ImageSilo would have prevented the exploitation of this vulnerably if it existed. For the handful of ImageSilo systems that utilize Apache software, no systems were found that present a risk of exploitation.

In addition to the review of our own systems, we are monitoring any AWS services used by ImageSilo to ensure that patches or mitigations are put in place by AWS.

While the initial review of the impact of this issue has shown a very limited exposure to this vulnerability, we continue to monitor and evaluate the situation. As always, the integrity, security and availability of our customer’s data is of utmost importance.

Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

This informational message is in reference to the emergency maintenance notification issued yesterday (Dec 7, 2021). As reported, ImageSilo Engineering became aware of service disruptions occurring with Amazon Web Services (AWS) at approximately 8:29 AM MST. AWS determined that the root cause of the disruption was “an impairment of several network devices in the US-EAST-1 Region”. This affected multiple AWS services, and continued through most of the day causing widespread outages for many online service providers.

The primary impact to ImageSilo operations came as a result of authentication issues using the ImageSilo FTP Transfer Service (transfer.imagesilo.com). While some authentication requests were successful, a high percentage of requests were failing due to network connection issues to the authentication gateway. This impact persisted for the duration of the AWS service disruption.

Aside from the ImageSilo FTP Transfer Service, there was minimal impact to ImageSilo operations. A handful of customers experienced limited recoverable errors related to attaching new documents and checking in new versions, but the vast majority of ImageSilo functionality operated as normal. For those that experienced the limited recoverable errors, typically, once the operation was re-tried, it would be successful. These limited recoverable errors began at the beginning of the service disruption (first event at 8:40 AM MST), and the last issue occurred prior to 1:57 PM MST.

AWS reported at 5:35 PM MST that all issues with the network devices had been resolved, after which ImageSilo Engineering confirmed that all services were functioning as expected.

ImageSilo Engineering takes great measures to ensure the integrity, security and availability of our customers’ data. We design our systems to span across multiple availability zones across the AWS US East region, and have plans and capabilities to move all of ImageSilo operations to another region in the event of a non-recoverable catastrophe in the US East region. While we regret that our customers experienced any issues as a result of this regional AWS service disruption, we are pleased to report that the vast majority of ImageSilo operations functioned without issue.

Please feel free to contact ImageSilo Administration with any questions or comments.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Date: December 8, 2020 (Tuesday)

The purpose of this message is to describe a new upcoming service, ImageSilo Integrated Secure Transfer. This free, fully-integrated feature, which be accessible at transfer.imagesilo.com, is a Secure FTP (FTP Explicit Security over TLS 1.2) transfer service that fully encrypts data during transmission and at rest, allowing you to transfer bulk data into and out of ImageSilo.

To use the Integrated Secure Transfer service, Administrators simply configure a user’s FTP Access Right setting to “FTP User” (which grants the ability to read/write to a user-specific folder on the FTP site) or “FTP Admin” (which grants the ability to read/write to any folder on the FTP site). FTP users will authenticate to the transfer.imagesilo.com site using an account name made up of their own ImageSilo username and their entity ID (<UserName>_<EntityID>) and their ImageSilo password. For instance, a user whose ImageSilo username is “JSMITH” and entity ID is 1000 would have an FTP account name of “JSMITH_1000”. For simplicity’s sake, administrators can see FTP account names in the administrative user listing, and users can see their own FTP account name in their user options.

For bulk ingestion of data, when a data group or package file is uploaded with a “submit” file, the data will automatically be imported into that entity. You no longer need to contact ImageSilo Administration to map data groups to entities – they are automatically mapped by being uploaded to the entity’s FTP site. Likewise, Directory Manager Job files are also ingested via the new FTP site. Once data is successfully imported, it is removed from the FTP site as normal.

Getting bulk data out of ImageSilo also benefits from the new service. After the rollout, all Migration job outputs will automatically be written to the submitting user’s folder on the new service FTP site, and a notification will be sent that includes web links to the files for those who wish to download them via their browser rather than an FTP client. Furthermore, the previous 96-hour expiration for migration job output has been removed. Any data (other than that which is automatically imported) will remain on your FTP site as long as you wish. You get to decide when to remove it. Data stored on an entity FTP site is included in your entity’s monthly storage utilization calculation.

We anticipate transfer.imagesilo.com will go live on Monday, December 14, 2020. At that time, feel free to start using your FTP clients, including the new PaperVision Data Transfer Manager R87 to access the server/host transfer.imagesilo.com using a “Passive” Connection and “Explicit FTP over TLS” (or “Explicit SSL Negotiation”) Encryption Type/SSL Mode. In the meantime, feel free to start configuring your users’ FTP Access Right settings in anticipation of the service availability.

Once the new Integrated Secure Transfer service is live, ImageSilo Administration will no longer be issuing or altering FTP accounts on the old upload/secureupload and download/securedownload FTP servers as you will have full, direct access to configure your own FTP access on the new transfer service. For those using the old FTP servers, you may continue to do so. After the new year, we will provide further communication regarding our long-term transition plans for those old FTP servers and accounts. For the time being, the old FTP servers will continue to operate as they always have, without any of the automatic import features of the new service.

If you have any questions or comments, please feel free to contact ImageSilo.
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Date: October 21, 2019 (Monday)

At approximately 1:53 PM (MDT), a database cluster member experienced a failure. As designed, the database cluster automatically began its failover process to a partner member, which included transaction playback to ensure data integrity. The database cluster was fully restored and operational by 2:12 PM (MDT). Database cluster failover timing is dependent on the volume of data that is “in flight” during a failure as the “in flight” data needs to be processed by the partner member prior to operational status to insure no loss of data. As can be expected, ImageSilo database clusters have a significant volume of data being continuously added and updated. The failed cluster member was replaced and full redundancy has been restored.

As part of our high availability architecture, hardware failures are expected to occur regularly, and this particular failure recovered automatically as designed. A limited number of customers whose data resides on this particular cluster were affected. We apologize for any inconvenience this interuption may have caused. As always, we sincerely appreciate your business.

ImageSilo Administration
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Date: April 2, 2019 (Tuesday)

Last year, in March and April of 2018, we released ImageSilo R84 which included the highly anticipated and much applauded responsive user interface which had been in beta for over a year prior to that. At the same time, we made available https://legacy.imagesilo.com to provide extra time for customers to transition from the old interface to the new one. Additionally, over the last year, we released the ImageSilo Client application which provides the same features provided in the browser-based interface in an optimized Windows application.

After providing a year for customers to transition to the new interface, the time has come to decommission the https://legacy.imagesilo.com site. On June 4, 2019, the legacy website will redirect users to the current user interface as if they had visited https://login.imagesilo.com. Given the limited level of activity on https://legacy.imagesilo.com at this time, we believe that 60 days is more than enough time for the last few remaining users to transition.  Thank you for your past efforts to migrate the vast majority of your users to the new interface and thank you in advance for migrating any remaining late adopters prior to June 4th, 2019.

As always, we appreciate your business. If you have any questions or comments, please contact our ImageSilo Administrators at siloadmin@imagesilo.com or toll-free at 866.374.3569.

ImageSilo Administration
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Date: August 17, 2018 (Friday)

Due to the current profile of customer data located on our inbound FTP servers, the synchronization between our data center and AWS FTP servers may take longer than expected.  As such, FTP services and imports from those FTP servers may be suspended longer than expected during the scheduled maintenance window.  Rest assured that FTP services and imports will resume as soon as the data is fully synchronized.

ImageSilo Administration
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Date: July 12, 2018 (Thursday)

This informational message is intended to provide an updated notification related to moving all ImageSilo services to our Amazon Web Services (AWS) infrastructure. In an effort to ensure a smooth roll-out, our quality assurance and engineering teams have been working diligently for months to validate the operations of ImageSilo on the AWS platform to ensure we deliver you the highest quality service that you have become accustomed to since its inception in 1999.  Late in the process of validation, our quality assurance and engineering teams discovered some potential performance issues, many of which might not even be noticeable to the vast majority of our customers.  However rather than risk any potential issue the team agreed that it would be best for all our stakeholders if we took the extra time necessary to ensure the integrity of service we have traditionally provided.  Needless to say this has been a long process and we are as anxious as anyone to achieve this milestone.  However, if our history as the most trusted cloud-based ECM in the world has taught us anything, we have learned that patience always pays off when it comes to large undertakings such as this.

Given the nature and timing of our findings we will want to complete a ground up internal validation process on the ImageSilo AWS platform. As such, as of this notification we have not set a firm date for the maintenance, but we expect it in August.  Rest assured however that as soon as we establish that date we will give you at least a one-week notification.  Our quality assurance and engineering teams have one goal and that is to do it once and do it right the first time.

As always, we appreciate your business. If you have any questions or comments, please contact our ImageSilo Administrators at siloadmin@imagesilo.com or toll-free at 866.374.3569.

ImageSilo Administration

866.374.3569 (303.493.6900)

siloadmin@imagesilo.com

Date: April 17, 2018 (Tuesday)

ImageSilo engineers performed the necessary maintenance to address the network issue without any customer impact. Engineers will continue to monitor the network to ensure the issue has been fully resolved.

ImageSilo Administration
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

Date: April 4, 2018 (Wednesday)

ImageSilo engineers and developers have addressed and validated the R84 optimizations for ImageSilo. The optimized interface is currently available on the temporary test site (https://test.imagesilo.com). However, a software defect related to certain date formats is being addressed before the final ImageSilo R84 release and should be implemented tomorrow. In deference to the requests we have received that the new https://login.imagesilo.com site not be cut-over in the later part of the work week, we plan to perform the cut-over on Monday. We will provide another notification if this plan changes.

Please feel free to contact ImageSilo Administration with any questions or comments.

ImageSilo Administration
866.374.3569 (303.493.6900)
siloadmin@imagesilo.com