all-in-one privacy solution":["Proton Unlimited — комплексное решение для защиты данных"],"Black Friday":["Черная пятница"],"No ads. Privacy by default.":["Без рекламы. Гарантия конфиденциальности"],"People before profits":["Люди важнее прибыли"],"Security through transparency":["Безопасность, основанная на прозрачности"],"The best Proton Mail ${ BLACK_FRIDAY } deals":["${ BLACK_FRIDAY }: лучшие предложения Proton Mail"],"The world’s only community- supported email service":["Единственный в мире сервис электронной почты с поддержкой сообщества"]},"specialoffer:limited":{"${ hours } hour":["${ hours } час","${ hours } часа","${ hours } часов","${ hours } часа"],"${ hoursLeft }, ${ minutesLeft } and ${ secondsLeft } left":["Осталось ${ hoursLeft }, ${ minutesLeft } и ${ secondsLeft }"],"${ minutes } minute":["${ minutes } минута","${ minutes } минуты","${ minutes } минут","${ minutes } минуты"],"${ seconds } second":["${ seconds } секунда","${ seconds } секунды","${ seconds } секунд","${ seconds } секунды"],"Limited time offer":["Ограниченное по времени предложение"]},"specialoffer:listitem":{"Create multiple addresses":["Создавайте несколько адресов"],"Hide-my-email aliases":["Создавайте алиасы hide-my-email"],"Quickly unsubscribe from newsletters":["С легкостью отменяйте подписку на рассылки"],"Use your own domain name":["Используйте собственное доменное имя"]},"specialoffer:logos":{"As featured in":["О нас в СМИ"]},"specialoffer:metadescription":{"Get an encrypted email that protects your privacy":["Электронная почта, защищающая вашу конфиденциальность"]},"specialoffer:metatitle":{"Proton Mail Black Friday Sale - Up to 40% off":["Черная пятница в Proton Mail: скидки до 40 %"]},"specialoffer:newmetadescription":{"Get up to 40% off Proton Mail subscriptions this Black Friday. Find great deals on our secure end-to-end encrypted email plans.":["Получите Proton Mail со скидкой до 40 %. Не пропустите выгодные предложения на планы безопасной электронной почты, зашифрованной сквозным шифрованием, в честь «черной пятницы»."]},"specialoffer:newmetatitle":{"Proton Mail Black Friday sale | Up to 40% off secure email":["«Черная пятница» в Proton Mail | Скидки до 40 %"]},"specialoffer:note":{"* Billed at ${ TOTAL_SUM } for the first year":["* ${ TOTAL_SUM } за первый год."],"*Billed at ${ TOTAL_SUM } for the first 2 years":["* ${ TOTAL_SUM } за первые два года."],"30-day money-back guarantee":["Гарантия возврата средств в течение 30 дней"],"Billed at ${ TOTAL_SUM } for the first 2 years":["${ TOTAL_SUM } за первые 2 года"],"Billed at ${ TOTAL_SUM } for the first year":["${ TOTAL_SUM } за первый год"],"You save ${ SAVE_SUM }":["Вы экономите ${ SAVE_SUM }."]},"specialoffer:off":{"${ DISCOUNT } off":["–${ DISCOUNT }"],"${ PERCENT_OFF } off":["–${ PERCENT_OFF }"]},"specialoffer:testimonial":{"I love my ProtonMail":["Обожаю ProtonMail!"],"My favorite email service":["Мой любимый сервис электронной почты"],"Thanks Proton for keeping us all safe in the complicated internet universe.":["Спасибо Proton за защиту в запутанном интернет-пространстве."],"You get what you pay for. In the case of big tech, if you pay nothing, you get used. I quit using Gmail and switched to @ProtonMail":["Полностью оправданное вложение денег. Бигтех-компании используют тебя, если ты им не платишь. Поэтому я перешла с Gmail на @ProtonMail."]},"specialoffer:time":{"Days":["дн."],"Hours":["ч."],"Min":["мин."]},"specialoffer:title":{"And much more":["И это еще не всё"],"Make your inbox yours":["Настройка на свой вкус"],"Safe from trackers":["Защита от трекеров"],"Stay organized":["Всё по полочкам"],"Black Friday email deals":["Безопасная почта для покупок в «черную пятницу»"],"Don’t just take our word for it":["Отзывы наших клиентов"],"Our story":["Наша история"],"Transfer your data from Google in one click":["Перенесите данные из Gmail в одно нажатие"]},"specialoffer:tooltip":{"Access blocked content and browse privately. Includes ${ TOTAL_SERVERS }+ servers in ${ TOTAL_COUNTRIES }+ countries, connect up to 10 devices, access worldwide streaming services, malware and ad-blocker, and more.":["Сохраняйте конфиденциальность в Интернете и получайте доступ к заблокированному контенту. Включает ${ TOTAL_SERVERS } серверов более чем в ${ TOTAL_COUNTRIES } странах с возможностью подключения на 10 устройствах, доступ к стриминговым платформам со всего мира, блокировщик рекламы, функцию защиты от вредоносных программ и другие преимущества."],"Easily share your calendar with your family, friends or colleagues, and view external calendars.":["Предоставляйте доступ к календарю родственникам, друзьям и коллегам, а также просматривайте календари других сервисов"],"Includes support for 1 custom email domain, 10 email addresses, 10 hide-my-email aliases, calendar sharing, and more.":["Включает поддержку 1 пользовательского домена, 10 адресов электронной почты, 10 алиасов hide-my-email, совместный доступ к календарю и другие преимущества."],"Includes support for 3 custom email domains, 15 email addresses, unlimited hide-my-email aliases, calendar sharing, and more.":["Включает поддержку трех пользовательских доменов, 15 адресов электронной почты, неограниченного числа алиасов hide-my-email, совместный доступ к календарю и другие преимущества."],"Manage up to 25 calendars, mobile apps, secured with end-to-end encryption, 1-click calendar import from Google, and more.":["До 25 календарей, мобильные приложения, сквозное шифрование, удобный перенос данных из Google Календаря и другие преимущества"]},"Status Banner":{"At the moment we are experiencing issues with the Proton VPN service":["При использовании сервиса Proton VPN могут возникать проблемы"],"Learn more":["Подробнее"]},"Status banner":{"Learn more":["Подробнее"],"Please note that at the moment we are experiencing issues with the ${ issues[0] } service.":["Сейчас при использовании сервиса ${ issues[0] } могут возникать проблемы."],"We are experiencing issues with one or more services at the moment.":["При использовании одного или нескольких сервисов могут возникать проблемы."]},"suggestions":{"Suggestions":["Предложения"]},"Support":{"Sub category":["Подкатегория","Подкатегории","Подкатегорий","Подкатегорий"]},"Support article":{"${ readingTime } min":["${ readingTime } мин.","${ readingTime } мин.","${ readingTime } мин.","${ readingTime } мин."],"Category":["Категория","Категории","Категорий","Категорий"],"Didn’t find what you were looking for?":["Не нашли желаемый контент?"],"General contact":["Общие контакты"],"Get help":["Получить помощь"],"Legal contact":["Контакты юридического отдела"],"Media contact":["Контакты для прессы"],"Partnerships contact":["Контакты по вопросам партнерства"],"Reading":["Чтение"]},"Support categories":{"Browse Proton product support":["Смотреть ресурсы по поддержке продуктов Proton"]},"Support category":{"There is no article in this category yet.":["В этой категории еще нет статей."]},"Support troubleshooting":{"--- Select ---":["— Выбрать —"],"App version":["Версия приложения"],"Browser":["Браузер"],"Check if this helps":["Возможно, нужный ответ найдется здесь"],"Choose a category for your question":["Выберите категорию запроса"],"Choose a product":["Выберите продукт"],"Did this solve your issue ?":["Удалось ли нам решить вашу проблему?"],"Faster assistance is just a few clicks away — please make your selections":["Выберите подходящие варианты. Всего пара нажатий — и вы на шаг ближе к решению проблемы."],"No, contact support":["Нет, связаться со службой поддержки"],"Proton account":["Аккаунт Proton"],"Proton Bridge":["Proton Bridge"],"Proton Calendar":["Proton Calendar"],"Proton Drive":["Proton Drive"],"Proton for Business":["Proton for Business"],"Proton Mail":["Proton Mail"],"Proton Pass":["Proton Pass"],"Proton VPN":["Proton VPN"],"Thank you for your feedback":["Спасибо за отзыв!"],"Troubleshooting":["Устранение неполадок"],"What can we help with ?":["Чем мы можем вам помочь?"],"Yes":["Да"]},"support_modal_search_query":{"Search query":["Поисковый запрос"]},"support_search_button":{"Search":["Найти"]},"support_search_i_am_looking_for":{"I'm looking for":["Я ищу"]},"SupportForm":{"For a faster resolution, please report the issue from the Bridge app: Help > Report a problem.":["Чтобы быстро устранить проблему в приложении Bridge, выберите «Справка» > «Сообщить о проблеме»."],"Information":["Информация"]},"SupportForm:option":{"Account Security":["Безопасность аккаунта"],"Contacts":["Контакты"],"Custom email domain":["Пользовательский домен адреса электронной почты"],"Email delivery and Spam":["Доставка электронных писем и спам"],"Encryption":["Шифрование"],"Login and password":["Имя пользователя и пароль"],"Merge aliases and accounts":["Объединение псевдонимов и аккаунтов"],"Migrate to Proton":["Переход на Proton"],"Notifications":["Уведомления"],"Other":["Другое"],"Plans and billing":["Тарифы и оплата"],"Proton for Business":["Proton for Business"],"Sign up":["Регистрация"],"Storage":["Хранилище"],"Users, addresses, and identities":["Пользователи, адреса и личные данные"]},"SupportForm:optionIntro":{"Select a topic":["Выберите тему"]},"swiss_baseed_feature":{"Swiss based":["В Швейцарии"]},"Testimonial":{"Awards":["Награды"],"Customers":["Клиенты"],"Featured":["Что о нас говорят"],"Go to testimonial source":["Перейти к источнику отзыва"],"Reviews":["Отзывы"],"Videos":["видео."]},"Text":{"Find the plan that's right for you":["Найдите подходящий план"],"If you need help, check out our ${ supportLink }.":["Если вам нужна помощь, перейдите в ${ supportLink }."],"The page you’re looking for might have been removed, or it could be an\nold link.":["Возможно, страница удалена\nили у вас устаревшая ссылка."]},"Title":{"On this page":["На этой странице"],"Related articles":["Статьи по теме"],"Share ${ thisPage }":["Поделиться ${ thisPage }"],"Thank you!":["Спасибо!"],"this page":["этой страницей"]},"Tooltip":{"More information":["Подробнее"]},"tooltip_calendar":{"Create up to 20 custom & shareable encrypted calendars. On top of that, add up to 5 calendars from friends, family, colleagues, and organizations.":["Есть возможность создать до 20 зашифрованных пользовательских календарей и делиться ими с другими людьми, а также добавить до 5 календарей друзей, родственников, коллег и организаций."]},"tooltip_vpn":{"Access blocked content and browse privately. Includes ${ TOTAL_SERVERS }+ servers in ${ TOTAL_COUNTRIES }+ countries, highest VPN speed, ${ TOTAL_VPN_CONNECTIONS } VPN connections, worldwide streaming services, malware and ad-blocker, and more.":["Получайте доступ к заблокированному контенту, просматривайте страницы анонимно и пользуйтесь стриминговыми сервисами со всего мира. Мы предлагаем ${ TOTAL_SERVERS } серверов более чем в ${ TOTAL_COUNTRIES } странах, высочайшую скорость VPN, ${ TOTAL_VPN_CONNECTIONS } VPN-подключений, защиту от вредоносных программ, блокировщик рекламы и многое другое."],"Access blocked content and browse privately. Includes ${ TOTAL_SERVERS }+ servers in ${ TOTAL_COUNTRIES }+ countries, highest VPN speed, 10 VPN connections, worldwide streaming services, malware and ad-blocker, and more.":["Получайте доступ к заблокированному контенту, просматривайте страницы анонимно и пользуйтесь стриминговыми сервисами со всего мира. Мы предлагаем ${ TOTAL_SERVERS } серверов более чем в ${ TOTAL_COUNTRIES } странах, высочайшую скорость VPN, 10 VPN-подключений, защиту от вредоносных программ, блокировщик рекламы и многое другое."]},"version_history_label":{"Version history":["История версий"]},"version_history_tooltip":{"Store up to ${ versionHistoryNumber } versions of each file for up to ${ years } years":["Храните версии каждого файла (до ${ versionHistoryNumber }) не более нескольких лет (${ years })."]},"vpn_features_link":{"View VPN plans":["Посмотреть тарифы VPN"]},"vpn_features_useCase":{"Access blocked content and browse privately":["Доступ к заблокированному контенту и конфиденциальный просмотр веб-страниц"]}}},"unleashApi":"https://account.proton.me/api"};
// We need to import data (the framework context) from the server
// This Astro feature with define:vars works well but creates an inline script
// So we can't directly import the initFramework helper, we have to store the context
window.frameworkContext = frameworkContext;
})();
Analysis of Proton’s July service disruption | Proton
Starting Monday, July 11, and ending Wednesday, July 13, Proton Mail, Proton VPN(new window), and Proton Drive experienced intermittent service disruptions, some of which affected some users for an hour or more. These resulted from an unexpected error, not an attack or other malicious activity.
This doesn’t meet the standards we hold ourselves to, nor is it what the Proton community expects from us. We apologize to you, and we’ve taken steps to make these types of interruptions much less likely in the future. Below we explain what happened, how we stabilized the situation, and what we’ve done to prevent future disruptions.
Background
Over the last several months, our database team has been upgrading our relational databases to be more reliable, faster, and more scalable. We’ve extensively tested these upgrades and, up to this point, performed dozens of them without incident.
We finished the last upgrade on the morning of Sunday, July 10. We saved this particular database for last because it’s the ultimate source of truth for community member account and email address information. It’s also very, very busy. We had identified this database’s high usage rate as a risk. We already had several initiatives in progress to reduce its workload and improve performance to make the overall system more resilient and scalable.
We decided to upgrade the database before these initiatives were complete because the extensive testing and our experience from the previous database upgrades indicated the new database would be faster. As part of this upgrade, we also moved the database to a newer, faster server. We believed this combination of newer software and hardware would improve performance and buy us additional margin to safely implement our more invasive database optimizations.
The incident
All services and metrics were normal until Monday, July 11, at 2:35 PM UTC. As traffic increased, new connections to the new database began to fail, activating automatic protective measures that prevented new connections. We raced to figure out what was wrong and reduce the database’s load by turning off optional or low-priority services, like message notifications.
Usually, if an issue like this arises, we would simply undo the update and revert to the previous software version. Unfortunately, this particular upgrade was irreversible as it involved changing the database’s data formats, and we’d already recorded more than 24 hours of changes using the new version. That meant we were on the clock to mitigate the symptoms we observed, find the root cause, and find a permanent way forward.
We now know that the database software was faster after the upgrade, but the new connections to that database were not. Part of this additional connection latency was inherent to the new database codebase, but each new connection also had an extra round-trip network communication, increasing the strain on an already busy networking stack.
This extra round-trip communication was caused by a new authentication default introduced in a recent patch of the database software. This may not sound like much, but this database processes so many connections that the two extra packets the new authentication process added and the additional inherent connection latency were enough to overwhelm the server on both the MySQL and kernel network levels.
Our response
By the end of Monday, we hadn’t discovered these extra packets, so while we continued to investigate, we also worked to reduce the database’s connection rate. The steps we took included:
Shifting more read-only workloads away from the writable database server
Additional caching of objects and common queries where possible
Deferring low-priority mail to smooth out delivery spikes
We confirmed the authentication issue on Wednesday, July 13, at 1 AM UTC. To mitigate it, our team worked to bring new servers online, which we used to spread out the load over multiple servers to prevent any single one from being overwhelmed.
At 8:42 AM UTC, we changed the authentication parameter back to the default used in the previous version. This helped reduce the activity load on the database server and, along with the optimizations already made, essentially eliminated the errors and alerts we had received the last two days.
However, we discovered a secondary issue at 2:14 PM UTC that began when we spread the workload over multiple servers. These new replica servers were dedicating more than 50% of their processing power to verify their synchronization with the writeable primary database. This meant that at peak activity times, the number of connections would overwhelm the replica servers, causing the traffic to be rerouted back to the main database, which in turn created instability and occasionally interrupted service until activity levels dropped.
We eliminated this synchronization load (by caching) shortly before 4:00 PM UTC and stabilized the replica databases, which permanently resolved the intermittent instability.
Going forward
In the days following the incident, we developed, validated, and executed the first of several planned splits of this database to permanently reduce its workload. Our team implemented these splits successfully without disrupting our service. We also have initiatives in progress to improve our connection pooling so that this specific problem cannot reoccur in the future.
These measures, while necessary, are insufficient. They make us better prepared to fight the last war, but they do not anticipate future problems or address the decision-making process that led to this incident.
To achieve that goal, our infrastructure and application teams are performing a thorough multi-stage review of all services and systems to better understand possible failure modes and how we can mitigate them. The reviewers consist of service owners and other team members to ensure we have subject-matter expertise and fresh sets of eyes. The emphasis of this review is to prevent failures but also to localize potential failures and prevent cascades and large-scale service interruptions to the extent possible. Some fixes will be quick, and others are architectural and will take time, but we’re committed to making Proton services as reliable as the Proton community expects and deserves.
On the decision-making side, we’ve dissected the process and inputs that led to the decision to do the upgrade before the split to ensure that we make the correct decision next time. Very, very few changes we make, whether to infrastructure or the application code, are irreversible, and for good reason. In fact, this is the only such change in the last several years. In this case, attempting to make the change reversible would not have been feasible. But the fact that it was irreversible should have triggered a more cautious change approval process, and the upgrade’s previously successful track record made us overconfident that this database would behave the same, despite its vastly heavier workload.
This is an opportunity for us to re-evaluate our infrastructure approach, and ultimately it will lead to us being more resilient and better prepared in the future. Thank you to everyone in the Proton community for your patience during the service disruption. We have learned many lessons that will serve us well as we work to build an internet where privacy is the default, and we thank you again for your support.
Обеспечьте конфиденциальность своих данных с Proton
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