Notice Regarding Service Disruption on Kita (2026-08-19, ongoing)

The following functions are currently unavailable:

• File Browser access
• Access via external applicationsDue to this system failure, some customers' data has been partially corrupted and is currently inaccessible and cannot be read properly. 

Recovery of the affected data may be difficult. We sincerely apologize for the inconvenience this has caused. We will contact affected customers individually by email with further information

August 27, 12:15 PM (JST) Update

This service disruption was caused by a hardware failure affecting only the environment of the host named "kita." Once the technical details of this incident have been fully clarified, a separate final report will be published. Please note that the information below represents the latest information currently available. Our support staff may not be able to provide additional details until further information becomes available.

As storage integrity checks progress, additional data inconsistencies on the hard disks are being identified. At this time, we expect that a significant portion of the affected data will be unrecoverable. Furthermore, even for data that can be recovered, long-term integrity verification will be required. As a result, there is a possibility that the service may remain unavailable for several months.

Therefore, we are also proceeding with preparations for the possibility of providing service in a new environment for users who wish to resume using InfiniCLOUD. In this case, the previous data would not be recovered, and users would need to start using the service from an empty state. We are currently investigating this option and will make an announcement as soon as the policy and other details have been determined.

Please note that this is a preliminary update, and the situation may change as our investigation and recovery efforts continue.

We sincerely apologize once again for the prolonged inconvenience and disruption caused to our customers by this incident.

August 25, 4:44 PM (JST) Update

Although the necessary work has been completed, the system still cannot start normally.

Based on these results, we are currently working to safely migrate affected accounts to another server.  

The migration will be carried out starting with paid accounts.

Please note that the migration will have the following effects: 

• Sharing information (shared links and passphrases) will not be carried over. If you had the sharing feature enabled prior to this event, you will need to reconfigure it again after the migration. 
  
• Snapshots and Data Set Editor settings will not be carried over. 
  
• The File Browser URL will change. Users must reconfigure the connection settings after the migration to use external applications. 

The affected accounts will be inaccessible during the migration process. Once the migration has been completed, we will notify the affected customers by email.

We sincerely apologize once again for the prolonged inconvenience and disruption this has caused our customers.

August 20, 10:22 PM (JST) Update

We sincerely apologize for the inconvenience and frustration this recurring issue is causing our customers.

Our team is investigating the situation and working to restore access as quickly as possible. We will provide further updates as more information becomes available.

August 20th Update

We are currently working to restore the service, but we have confirmed that a serious fault has occurred in the server.

The replacement of the necessary equipment and components has been completed, and we are currently proceeding with data recovery. We are carrying out the recovery process carefully, with the highest priority being to avoid complete data loss.

Due to this incident, some customers have experienced data corruption, and some data cannot currently be retrieved. We have already contacted the affected customers individually. At this time, we are aiming to gradually restore access through the File Browser from 15:00 JST today. Customers will be able to check the status of their data once access becomes available.

Please note that, as a result of this incident, we have confirmed that the settings for the sharing function, including shared links and passphrases, have been lost. Customers who were using the sharing function will need to configure their sharing settings again after recovery.

We sincerely apologize once again for the significant inconvenience and concern this incident has caused our customers.