We experienced an issue with our Virus Protection feature on 13.08.2025 at around 12:00 CEST. Our team has worked diligently to identify the root cause and implement a resolution. In this post-mortem, we want to share the details of what happened, why it happened, what we did to resolve it, and what we will do to prevent similar incidents in the future.
What happened?
At 12:00 CEST, monitoring alerted the team about increased latency in the Virus Protection service. Investigation revealed that unusually high load from a spike in file scanning requests overwhelmed the systems processing capacity, leading to degraded performance for a subset of customers.
Why did this happen?
The Virus Protection service was able to keep up with the increased load for scanning files, but the responses were not processed fast enough by another service, leading to missing/delayed verdicts for the files that had to be scanned.
What did we do?
The team manually scaled out the service to restore capacity. At 15:45, latency metrics returned to normal and the functionality was fully restored.
What can we do to improve?
We are investigating the root cause of the slow response processing and will reconfigure the service in question to make sure to eliminate the bottleneck.
We apologize for any inconvenience this incident may have caused. We are committed to ensuring the stability and reliability of our services and will continue to take proactive measures to prevent similar incidents from happening in the future.
If you have any questions or concerns, please don't hesitate to reach out to our support team for assistance.