Some customers experiencing blurry image previews and download issues

Some customers experienced blurry images that couldn't be downloaded across all clients, affecting files uploaded before a recent file storage update. We deployed a fix restoring proper file access, and confirmed it resolved the issue for affected customers. We apologize for how this incident affected you and your business. We will undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.

We have confirmed the technical trigger and are preparing a fix We appreciate your patience as we sort this out.

The earlier rollback did not resolve the issue, and investigation has been redirected to a file-serving problem rather than the thumbnail-generation change. We appreciate your patience as we sort this out.

We have rolled back the code change that caused the issue in the production environment. Validation is in progress. We appreciate your patience as we sort this out.

We've identified a likely technical trigger connected to a recent image-rendering service change. We appreciate your patience as we sort this out.

We're aware there's an issue where a subset of customers are experiencing blurry images which can't be downloaded, this is happening across all clients. We're actively working to understand the cause, scope, fix, or other details.