Engage - FTP unavailable

Summary

On January 23, approximately between 15:20–16:25 CET, our FTP service experienced an outage after the underlying server became unresponsive following an unexpected spike in resource usage. The service was restored by restarting the affected server. After recovery, we verified stability and completed follow-up maintenance to reduce operational risk.

Customer impact

During the timeframe of the incident, FTP connections and transfers were unavailable for customers using the FTP service. Once recovery actions were completed, the service resumed normal operation.

Root Cause

The incident was triggered by an unexpected CPU spike that caused the server to stall at the system level. As a result, the FTP service stopped responding and the server could not be reached for troubleshooting until it was restarted.

Mitigation

• Restarted the affected server to restore responsiveness and FTP availability.
• Confirmed the FTP service was running normally and serving traffic after recovery.
• Performed follow-up maintenance to reduce risk.

Next steps

• Improve resilience for the FTP service to reduce the risk of full outages (e.g., moving toward a more redundant setup).

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We apologize for the disruption of service this caused, and we appreciate your patience while we worked to restore the service.