Investigating an incident affecting File Manager and Webmail

Our Operations team is currently investigating connectivity issues affecting the File Manager interface. We’re working to identify the cause and will share updates as soon as we have more information.

We’re sorry for the disruption and appreciate your patience.

We are investigating an incident affecting several of our services. While we work on it, the panel File Manager (files.dreamhost.com) is offline, and some webmail users have been signed out or may see an error when logging in.

As a precaution, we are resetting the passwords of some email accounts. If yours was reset, webmail and your email apps (Outlook, Apple Mail, your phone) will stop accepting the old password. The account owner can set a new one from the Manage Email page in the DreamHost panel: https://help.dreamhost.com/hc/en-us/articles/216479177-Change-password-Mail-users

We will never email you asking for your password. To change a password, log in to the DreamHost panel directly at panel.dreamhost.com rather than following a link in an email. If you receive a password reset email you did not request, you can ignore it.

We will post our next update here by 8pm Pacific, sooner if we have more to share.

We are continuing our investigation and will be sending updates shortly.

Thank you for your patience.

We're working on an issue affecting some of our systems, including FTP/SFTP access and webmail. As a precaution, we are resetting passwords for some email and FTP/SFTP users. If you're affected, we will email you with the steps to set new passwords in the DreamHost panel. Please wait for that email before changing any passwords yourself, since changes made before our reset is complete will be overwritten. If you haven't heard from us, no action is needed right now. A reminder: we will never email you asking for your password, and our notification won't ask you to log in through a link. To change any password, go directly to panel.dreamhost.com. If you receive a password reset email you didn't request, you can ignore it.

Our team is continuing to work on this overnight. Password resets for affected email and FTP/SFTP users are in progress, and we will email affected account owners with the steps to set new passwords as each group is completed. Please continue to wait for that email before changing passwords yourself. If you haven't heard from us, no action is needed.

The password reset for affected email and FTP/SFTP users is complete. Account owners can set new passwords now in the DreamHost control panel at panel.dreamhost.com; there is no need to wait for our email. Please allow up to 15 minutes for a new password to take effect before the user signs in.

We are also emailing affected account owners with step-by-step instructions. Those emails are being sent in batches and may take a few hours to arrive.

As a reminder, we will never email you asking for your password, and our notification will not ask you to log in through a link. To change any password, go directly to panel.dreamhost.com. If you receive a password reset email you did not request, you can ignore it.

Emails to affected account owners with step-by-step instructions have began going out and will continue in batches over the next few hours. You do not need to wait for the email: if you are the DreamHost account owner, you can set new passwords now in the DreamHost control panel at panel.dreamhost.com under Mail > Manage Email or Websites > SFTP Users & Files. Please allow up to 15 minutes for a new password to take effect. If you are an email or FTP user, please contact your account owner, who can set a new password for you.

We will never email you asking for your password, and our notification will not ask you to log in through a link. If you receive a password reset email you did not request, please ignore it.

The majority of emails to affected account owners with step-by-step instructions to reset passwords have been sent, and we are actively sending the remaining emails, with completion expected today.

You do not need to wait for the email to reset your password. If you are the DreamHost account owner, you can set new passwords now in the DreamHost control panel at panel.dreamhost.com under “Mail > Manage Email” or “Websites > SFTP Users & Files”. Please allow up to 15 minutes for a new password to take effect. If you are an email or FTP user, please contact your account owner, who can set a new password for you.

Some customers on our Professional Email service received a “Failed to edit” error when setting a new email password in the panel. That issue has been fixed. If you saw this error, please try setting a new password again.

The File Manager at files.dreamhost.com remains unavailable while we continue to work on this issue. We will post an update here when it is restored.

Reminder: DreamHost will never email you asking for your password. Go directly to panel.dreamhost.com to make any changes.

All impacted DreamHost account holders have now been emailed step-by-step instructions to reset passwords for mail and FTP/SFTP users on their accounts. These users will be unable to log in until the owner of their DreamHost account resets their passwords and shares the new credentials with them.

Work on restoring the File Manager at files.dreamhost.com continues. We will post an update here when it is restored.

DreamHost will never email you asking for your password. Go directly to panel.dreamhost.com to make any changes.

Our engineers have pushed out a fix to the File Manager, and http://files.dreamhost.com is now back online. We are monitoring the situation to ensure that the File Manager is back in a fully operational state. We'll update this post when we're all clear. 

Password resets are still required for a subset of email and FTP/SFTP user accounts. For more information, please see the DreamHost Knowledge Base: https://help.dreamhost.com/hc/en-us/articles/360020918452-Current-Status-Notifications .