Some customers experiencing blurry image previews and download issues

<p>Some customers experienced blurry images that couldn't be downloaded across all clients, affecting files uploaded before a recent file storage update. We deployed a fix restoring proper file access, and confirmed it resolved the issue for affected customers. We apologize for how this incident affected you and your business. We will undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.</p>

<p><strong>We have confirmed the technical trigger and are preparing a fix</strong></p><ul><li><strong>Current status and actions being taken: We </strong>confirmed the technical trigger — a code change that caused older file records to lose their stored file names, breaking retrieval of existing images. The team is preparing a targeted fix to restore file names correctly when reading older files. The affected files are expected to recover automatically once the fix is deployed.</li><li><strong>Estimated time to resolution: </strong>We don't have an estimate yet.</li><li><strong>Scope: </strong>Affects a subset of customers across desktop, web, and mobile clients.</li><li><strong>Current impact to end users: </strong>Images uploaded before roughly 9:30 PM GMT on Sep 11 appear blurry in previews and fail to download. Newly uploaded images are unaffected. Previously affected images remain blurry and undownloadable.</li></ul><p>We appreciate your patience as we sort this out.</p>

<p>T<strong>he earlier rollback did not resolve the issue, and investigation has </strong>been redirected<strong> to a file-serving problem rather than the thumbnail-generation change.</strong></p><ul><li><strong>Current status and actions being taken: </strong>The rollback of the thumbnail-sharpening change did not fix the issue. We have revised the technical trigger assessment to a file-serving problem, where the system returns near-empty successful responses instead of full image data. We are investigating file storage and access-policy changes, and gathering file details from affected customers to pinpoint the cause.</li><li><strong>Estimated time to resolution: </strong>&nbsp;No confirmed estimate yet; the team is still narrowing down the cause following the pivot to file serving.</li><li><strong>Scope: </strong>Affects a subset of customers across desktop, web, and mobile clients.</li><li><strong>Current impact to end users: </strong>Images uploaded before 9:30 PM GMT on Sep 11 appear blurry in previews and fail to download. Newly uploaded images are unaffected. The earlier rollback did not change this — previously affected images remained blurry and undownloadable.<strong>&nbsp;</strong></li></ul><p>We appreciate your patience as we sort this out.</p>

<p><strong>We have rolled back the code change that caused the issue in the production environment. Validation is in progress.<br></strong><br></p><ul><li><strong>Current status and actions being taken: We </strong>confirmed the technical trigger (a thumbnail-sharpening code change) and completed a rollback in the production environment after successfully testing the fix in the test environment. We are performing additional validations to confirm the fix was successful.</li><li><strong>Estimated time to resolution: </strong>We do not have and estimated time frame at the moment,.</li><li><strong>Scope: </strong>Affects a subset of customers across desktop, web, and mobile clients;&nbsp;</li><li><strong>Current impact to end users: </strong>Images uploaded before roughly 9:30 PM GMT on Sep 11 appear blurry in previews and fail to download. Newly uploaded images are unaffected.&nbsp;</li></ul><p>We appreciate your patience as we sort this out.</p>

<p>We've identified a likely technical trigger connected to a recent image-rendering service change.</p><ul><li><strong>Current status and actions being taken: </strong>We have identified a likely technical trigger — a recent thumbnail-sharpening change to the image-rendering service. We're working to validate this, and are evaluating the rollback of the change as a possible fix.</li><li><strong>Estimated time to resolution: </strong>We<strong> </strong>are still confirming the technical trigger before a fix can be scoped.</li><li><strong>Scope: </strong>Affects a subset of customers across desktop, web, and mobile clients</li><li><strong>Current impact to end users: </strong>Images uploaded before roughly 9:30 PM GMT on Sep 11 appear blurry in previews and fail to download. Newly uploaded images are unaffected.</li><li><strong>Known workarounds: </strong>None identified yet.</li></ul><p>We appreciate your patience as we sort this out.</p>

<p>We're aware there's an issue where a subset of customers are experiencing blurry images which can't be downloaded, this is happening across all clients. We're actively working to understand the cause, scope, fix, or other details.&nbsp;</p>