EMEA hosted analysis degraded

This issue has been resolved. Thank you for your patience. We apologize for the long time that the system was in a degraded state.

Please be aware that we suffered an additional cloud provider infrastructure issue from June 30th at around 17:00 Pacific Time until July 2nd at around 10:30 that caused Windows dynamic analysis sandboxing in EMEA to go down. There is a temporary workaround in place to correct this, and we are currently working with the cloud provider in order to implement a permanent fix.

Furthermore, degraded analysis results for some submissions is still ongoing. We are working with the cloud provider on a fix for this as well.

The issues with the cloud provider's infrastructure are still ongoing.

Furthermore, starting from a couple of days ago we have been observing a new trend in which we have large backlogs. This means that in addition to degraded analysis, some customers who submit high volumes of samples for analysis are left waiting for results for 1~4 hours.

We are still actively working towards a resolution, and we apologize that this is taking so long.

In an attempt to resolve their infrastructure issue that is resulting in our degraded analysis, our cloud provider is going to perform emergency maintenance. This is scheduled to start at 12:00 PM Pacific Time, with no anticipated end time currently provided to us. It is possible that there will be further service interruptions during this time.

This issue is still ongoing and we are still working with our cloud provider to come to a resolution. Furthermore, a correction to the previous post: We now believe that the percentage of affected submissions has been around 15 to 18% since the start of the issue on June 2nd, not 4% as previously reported.

Dynamic malware analysis in our EMEA backend has been returning higher than usual errors rates starting from June 2nd around 20:00 Pacific Time. So far about 4% of submissions have been affected. Affected submissions have degraded analysis results.

This incident is being caused by an issue with our cloud provider's infrastructure where we run sandboxing. We are working with the cloud provider to resolve this issue.