For a period of time on several recent evenings, reports submitted to ISN from CloudInspect have been arriving as corrupted PDFs that cannot be opened. Often these PDFs will show a file size of 0 KB, however in some cases they will be several MB.
ISN’s engineers are working on this issue, and a possible fix was put in place this morning. Until we have confirmation of a permanent resolution, we recommend opening ISN and downloading each report when you submit it from CloudInspect to ensure that it can be opened. In the event you find a report cannot be opened, you will want to place Email Events on hold to delay notifying clients and agents that the report is available (instructions). Next, you will want to go back to CloudInspect and hit Complete to re-submit the report periodically until a working copy is delivered to ISN, at which point the Email Events may be sent.
These incidents have been occurring in the evening, typically lasting 1.5–4 hours and occurring between 7:30 pm ET and 11:30 pm ET. A corrupted report will not be able to be opened even once the issue is resolved—you must submit a new copy. If an agent or client complains of not being able to open any report, you will need to submit a new copy from CloudInspect to replace the corrupted copy and they will need to download it again.
