Backup synchronisation issue (7-8 October 2025)

Posted 8 October 2025 12:32 (UTC+02:00):

From approximately 08:00 UTC on Tuesday, 7 October 2025, our systems began reporting backup failures with the error message: “StorageServer and AccountServer are out of sync; no backups are allowed.”

Upon investigation, our engineering team identified that the issue affected a portion of StorageServers in the UK Production storage pool and a smaller portion of StorageServers in Australia. During this period, some backups were temporarily unavailable while the systems were being resynchronised. However, restores and browsing of existing backups remained fully accessible at all times.

Updates were applied to the affected StorageServers on the Redstor back end, and synchronisation was completed at approximately 03:45 UTC on Wednesday, 8 October. No further occurrences of the error have been observed since 07:00 UTC that day.

We are currently finalising a list of affected customers, who will be contacted directly. 

We apologise for any inconvenience caused and appreciate your understanding.

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Posted 7 October 2025 00:07 (UTC+02:00):

A synchronisation issue has been detected between the Storage Server and Account Server components. Some backups are temporarily unavailable to run while systems are being resynchronised. Restores and browsing of existing backups remain fully accessible.

The engineering team is investigating the root cause and working to restore normal operations. Further updates will be provided as progress continues.