WorkDrive server upgrade incident: Zoho Flow and Deluge user API calls affected in US DC (Issue fixed)

Hello everyone,

We recently encountered an API call failure issue in the Zoho Flow and Deluge apps. The details of the issue are as follows:

About the Issue

The WorkDrive API and WorkDrive Integration tasks in Deluge returned error responses.
Zoho Flow tasks that were configured with WorkDrive actions failed.

Cause

The issue was caused by a bug introduced by the latest upgrade, when we attempted to modify the logic for auditing API actions.

Impacted users

Zoho Flow users who have configured WorkDrive actions in the Zoho Flow service in the US DC.
Zoho Deluge users who have used WorkDrive integration tasks or WorkDrive APIs using invokeURL task from any Zoho services in the US DC.
Note: US DC refers to users whose accounts are mapped to the US data center.

Issue duration

July 18, 2023 04:54 AM PDT to July 18, 2023 11:57 PM PDT

Detection and resolution time

We detected the issue on July 18, 2023 at 5:20 PM PDT and successfully fixed it by July 18, 2023 at 11:57 PM PDT.

Root cause analysis

Nature of the issue

During one of our planned upgrades to our WorkDrive servers on July 18, 2023, an unintended bug was introduced, leading to API call failures when Zoho Flow attempted to communicate with WorkDrive. Similarly, Zoho Deluge's integration tasks and APIs faced issues, resulting in error responses. The root cause was traced back to our efforts to modify the logic for auditing API actions, particularly the auditing of API requests for actions like creating files or folders.

Impact

Only users who had their data stored in the US DC were affected by this issue, and they might have encountered unexpected behavior in API responses. It's important to note that, although some API actions returned failure statuses, some actions partially succeeded.

Resolution

Our development team worked promptly to resolve the bug, and we have released an immediate hotfix update to rectify the problem.

Preventive measures

We sincerely apologize for any inconvenience caused during this period. To prevent similar incidents in the future, we have implemented additional checks and balances in our upgrade procedures to ensure the stability and reliability of the system.

Thank you for your understanding. We remain committed to providing you with the best possible service. If you have any questions or concerns, please feel free to drop them in the comment section below.

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