ImageSilo Emergency Maintenance Notification – Mar 2, 2022

Start Date: March 2, 2022 (Wednesday)
Start Time: 20:00 (MST)
Finish Date: March 3, 2022 (Thursday)
Finish Time: 04:00 (MST)

Purpose: Resolve file storage degradation

Customer Impact: AWS has reported issues with the underlying hardware on a system related to the ImageSilo full-text database. While there have been no performance or service degradation issues yet, ImageSilo engineers will take steps to move the instance to new hardware. Due to the redundant nature of the ImageSilo architecture, no significant customer impact is expected. However, we will need to initiate a storage failover for the full-text database which may cause a short period of increased latency while performing full text searches.

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

  |     by: RTindall|    Category: ImageSilo Emergency Maintenance

ImageSilo Informational Message (Apache log4j vulnerability) – Dec 15, 2021

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

  |     by: jeffa|    Category: ImageSilo Information

ImageSilo Informational Message – Dec 8, 2021

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

  |     by: jeffa|    Category: ImageSilo Information

ImageSilo Emergency Maintenance Notification – Dec 7, 2021

Start Date: Dec 7, 2021 (Tuesday)
Start Time: 09:00 (MST)
Finish Date: Dec 8, 2021 (Wednesday)
Finish Time: 04:00 (MST)

Purpose: AWS System Degredation

Customer Impact: As of approximately 8:29 AM Mountain Time, Amazon Web Services (AWS) is experiencing service disruptions in the region where ImageSilo operates. Although document access remains unaffected, these AWS service disruptions are impacting other functionality. ImageSilo Engineers are working with AWS and monitoring the situation. We will provide updates as we have more information.

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

  |     by: RTindall|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Nov 4, 2021

Start Date: Nov 4, 2021 (Thursday)
Start Time: 11:00 (MDT)
Finish Date: Nov 5, 2021 (Friday)
Finish Time: 04:00 (MDT)

Purpose: Resolve file storage degradation

Customer Impact: AWS has reported issues with the underlying hardware on a NetApp OnTap instance in AWS. While there have been no performance issues ImageSilo engineers will take steps to move the instance to new hardware. Due to the redundant nature of the ImageSilo architecture no significant customer impact is expected, however we will need to initiate a storage failover which may cause a short period of increased latency while performing full text searches.

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

  |     by: RTindall|    Category: ImageSilo Emergency Maintenance

ImageSilo Emergency Maintenance Notification – Sep 27, 2021

Start Date: Sep 27, 2021 (Monday)
Start Time: 07:50 (MDT)
Finish Date: Sep 28, 2021 (Tuesday)
Finish Time: 04:00 (MDT)

Purpose: Resolve file storage degradation

Customer Impact: ImageSilo engineers have been investigating issues with multiple NetApp OnTap instances in AWS. It has been determined that the underlying storage system has been experiencing degraded performance across a particular area (Availability Zone). Due to the redundant nature of the ImageSilo architecture (spanning multiple Availability Zones), no customer impact has been experienced, however, redundancy has been degraded in the affected area. As the underlying storage system recovers, and ImageSilo engineers can validate the health of those systems, engineers will perform the actions necessary to restore redundancy.

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

  |     by: jeffa|    Category: ImageSilo Emergency Maintenance

ImageSilo Maintenance Notification – Aug. 20, 2021

Start Date: Aug 20, 2021 (Friday)
Start Time: 20:00 (MDT)
Finish Date: Aug 23, 2021 (Monday)
Finish Time: 04:00 (MDT)

Purpose: Apply Microsoft SQL Server minor version update.

Customer Impact: ImageSilo Engineers will apply updates to the primary ImageSilo database clusters and legacy FTP database servers. For the updates to our database clusters, we expect ImageSilo to be inaccessible for two periods lasting up to 60 seconds. In addition, the maintenance activities will result in unavailability for Legacy FTP services of up to 1 hour. The ImageSilo Integrated Secure Transfer service is not expected to be affected by this maintenance.

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

  |     by: RTindall|    Category: ImageSilo Scheduled Maintenance

ImageSilo Emergency Maintenance Notification – Jul. 29, 2021

Start Date: July 29, 2021 (Thursday)
Start Time: 18:45 (MDT)
Finish Date: July 30, 2021 (Friday)
Finish Time: 04:00 (MDT)

Purpose: Resolve file storage degradation

Customer Impact: ImageSilo engineers are investigating issues with a NetApp OnTap instance in AWS. Due to the redundant nature of the ImageSilo architecture, no customer impact is expected.

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

  |     by: RTindall|    Category: ImageSilo Emergency Maintenance

ImageSilo Informational Message – May 24, 2021

Date: May 24, 2021 (Monday)

On Dec. 8, 2020, an ImageSilo Informational Message was sent (click here to read the original message) that outlined the upcoming ImageSilo Integrated Secure Transfer service and its purpose, benefits, and some basic information about how to take advantage of this exciting new ImageSilo feature. As predicted in that post, the service went live on Dec. 14, 2020.

In January, the ImageSilo Administration team began working with our partners to assist in transitioning customer accounts from the legacy FTP servers to the new service. The feedback has been overwhelmingly positive as customers can now create and manage their own Secure FTP (FTP Explicit Security over TLS 1.2) accounts, ensure that their data is automatically and immediately mapped to their entity, and transfer data into and out of ImageSilo at their own pace, without any limitation on how long the data resides on the site.

We are excited for all of our customers who are using the legacy FTP servers to begin reaping the benefits of the many features of the new service. The process of creating a new Secure FTP account and configuring its use typically takes less than five minutes. We are sensitive to the needs of our partners and customers to complete their transition. As such, in addition to the five months that have passed, the legacy FTP servers will continue to function as normal through September, 2021. During this time, our ImageSilo Administration team will continue to work with our partners and customers who are currently using the legacy FTP servers to aid them in completing the transition. To be clear, the legacy FTP servers will no longer be available after September 30, 2021. In the meantime, if your organization is using the legacy FTP servers and would like help, our ImageSilo Administration team would be delighted to support you.

866.374.3569 (303.493.6900)
siloadmin@imagesilo.com

  |     by: scottm|    Category: General

ImageSilo Maintenance Notification – Mar. 15, 2021

Start Date: Mar 15, 2021 (Monday)
Start Time: 20:00 (MDT)
Finish Date: Mar 16, 2021 (Tuesday)
Finish Time: 04:00 (MDT)

Purpose: Modify S3 Authentication Method

Customer Impact: ImageSilo Engineers will make a change to the way Web, Application, and Automation servers authenticate to the S3 file system. Due to ImageSilo’s architecture, no customer impact is expected.

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

  |     by: RTindall|    Category: ImageSilo Scheduled Maintenance