Download request stuck in file copy pending state

Version: 2023-02-10

Updated: 2023-02-17

What happened?

On 2023-02-09 we received the first report of a user experiencing problems with download requests being stuck in the file copy pending state. 

Cause

Inconsistent failure of Azure service (QueueClient.CreateIfNotExists) that is responsible for creation of successful download request. We have raised a ticket with Microsoft to resolve this issue.

Resolution

The services that are responsible for creation of successful download request have been reset.

Next steps

Since the inconsistent nature of the issue, both Microsoft and anDREa will continue monitoring the services. If you encounter download request problems again, you can read more on what you can do here.

Event log - real time updates

2023-02-16 @ 17:15

An update for Azure service has been pushed to production. According to Microsoft, this should resolve the issue, but we will keep monitoring the services. If you encounter download request problems, please submit a ticket. 

2023-02-11 @ 14:38

Error has unfortunately reoccured and reported.

2023-02-10 @ 12:45

Issue resolved by restarting the services.

2023-02-10 @ 10:01

Cause identified to be the same as reported on 2022-12-16.

2023-02-09 @ 21:48

First report by the user.

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