Issue when trying to load photos and documents within a claim (AWS)

Our workaround has resolved this issue, and we are continuing to work with AWS for an RCA

We’ve rolled out a workaround to mitigate this issue as we are still working with AWS.

We have identified and are currently testing a workaround. We are still working with AWS to obtain an RCA and resolution to the original issue. We will continue to provide updates as they become available.

We are continuing to investigate this issue.

We spoke with a network specialist at AWS who will be working with his team to bring all eyes in AWS on this issue as we continue to try and identify the source of the disruption we are seeing when accessing files in vice-backend production. They will continue the investigation later tonight and also tomorrow morning.

We've found more information that suggests the problem is in the AWS network handling some IPv6 requests to files in vice-backend production. The AWS S3 team is helping to investigate.

No ETA at this time.

The Snapsheet Team is still troubleshooting with AWS to resolve the issue. AWS has escalated the issue, and we are awaiting feedback from their Engineers.

Some users are unable to load photos and documents within a claim. We are currently investigating and following up with AWS.