Investigating
Update

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.

Update

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.

Update

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.

Investigating

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.

Began at:

Affected components