An issue on 10/19 with Redox’s key management services resulted in our SFTP Polling service being unable to communicate with the Redox Engine, and as a result was unable to support polling SFTP connections.
All customers using SFTP Polling with Redox were unable to poll messages from Redox beginning at 11:22 AM CT on 10/19. The issue was discovered at approximately 08:00 AM CT on 10/20 and was resolved at approximately 09:54 AM CT.
At approximately 08:00 AM CT we discovered that our SFTP Polling was unable to communicate with the Engine, and was subsequently unable to poll SFTP connections. The issue originated as a result of another issue incurred on 10/19, which caused a large backup for many customers.
Redox is looking into adjusting our SFTP Processing alert times to ensure that we are alerted to these issues as quickly as possible so that such a backup does not occur again.