A brief Q&A with our Chief Data Protection Officer
Raymond Umerley, Chief Data Protection Officer at Pitney Bowes, recorded a brief webinar to answer common questions we have received about the current status of our security and recovery efforts in the wake of the recent malware incident. Listen now.UPDATED October 17, 8:45am EST
Updated Statement since October 14, on the Malware Attack
This is an update to the status of Pitney Bowes recovery from the Ryuk virus malware attack on some of our systems that disrupted client access to some of our services. Upon discovery of the attack, with the support of third-party advisors, we immediately began working on a plan and thorough process of systems restoration with the goal of restoring service as quickly as possible. We have also been reaching out to our clients, partners, and employees.
We now have been able to make operational many of our client services and continue to make significant progress toward fully restoring all client-facing systems around the world.
In particular, we have made the following progress:
Yes. We have now also restored our meter postage refill process. All meter types, except SendPro C, can refill with postage as normal.
This system outage is affecting our mailing system products and Your Account access. All of our systems are being closely monitored, and things may change, but at this point in time these systems are working:
The following systems are currently NOT working:
In consultation with our security advisors on this issue, we do not believe there are other client risks. The meters themselves run operating systems that are not affected. The meters will continue to operate as normal.
Pitney Bowes was affected by a malware attack that encrypted information on some systems and disrupted customer access to our services.
Upon discovery of the cyberattack, we immediately assembled our Enterprise Outage Response Team to address the situation. We continue to work with third party security experts to resolve the issues.
In consultation with our security advisors on this issue, we do not believe there are other client risks. We have seen no evidence that customer accounts or data have been impacted.
Our technical team is working to restore the affected systems, and it is working closely with third-party consultants to address this matter. We are considering all options to expedite this process and we appreciate our customers’ patience as we work toward a resolution.
Pitney Bowes is constantly assessing environment threats such as these and aims to protect all vital systems and data.
Please visit www.pb.com/systemupdate. This site will be updated as more information becomes available.
Yes. A limited number of our products have some features that are impacted as a result of the systems outage (EngageOne Inform (Mail360) Scans, Mapinfo Pro Licensing). If you experience a problem, please engage your local Technical Support organization to diagnose your issue.
In consultation with our security advisors on this issue, we do not believe there are other client risks. The Software and Data products themselves are not directly affected because they do not access the backend systems of the Pitney Bowes network. We have seen no evidence that customer accounts or data have been impacted.
This system outage is affecting our Your Account access, Data fulfillment, and some of our Support pages. All of our systems are being closely monitored, and things may change, but at this point in time these systems are currently NOT working:
All cross border solutions, as well as all shipping technology, label generation and tracking solutions were not impacted.
Fulfillment, Delivery and Returns clients were impacted and Pitney Bowes is working directly with affected clients to mitigate business disruption.
Presort services were impacted but we are working with clients and the USPS to mitigate any business disruption.
The restoration of our meter refill system is now fully complete for clients in US and Canada. All clients, including SendPro C clients, can now connect to the meter refill system to add postage to their mailing and shipping devices. We continue to work on restoring all other systems and will provide updates.UPDATE October 16, 2019 at 2:00pm EST
For our SendPro C mailing and shipping clients, we are in the final stages of testing the capability to add postage to these SendPro C meters.
We expect to complete this final step later this evening, restoring your ability to add postage, and will provide an update at that time.
As a reminder, your SendPro C mailing device will continue to operate normally if funds are available.UPDATE October 16, 2019 at 6:30am EST
For US postage meter users: We made good progress throughout the night and can confirm that our postage refill system is up and running.
Due to increased volume we appreciate your patience if this update is slower than usual. If you receive an error during your first refill, please reboot the system by turning off and on.
For clients with our SendPro C mailing device, we are in the final stages of connecting you to the refill system. We expect to provide an update later this morning.
We are making progress to restore other systems impacted by the RYUK virus and are still experiencing some outages that impact our client facing operations.
We appreciate your continued support and look forward to providing further updates.UPDATE October 15, 2019 at 9:30pm EST Postage Meter Users:
We remain confident that you will be able to refill your meter with postage in the morning.
We will be testing all meter types over the next several hours to ensure all account information is correct, and we are configuring the system so that we can handle the anticipated demand.
We will continue to provide updates as the system is restored. Thank you for your patience through this process.UPDATE October 15, 2019 at 8:00am EST
Postage Meter Users: We have made progress in resolving postage meter refill functionality and expect to issue an announcement later today that the capability to refill your postage meter has been fully restored. Until then, if you have funds loaded you are able to print postage. Restoring your meter’s postage refill capability is our highest priority.
Update from Commerce Services: All cross border and shipping technology customers continue to receive uninterrupted service and are not affected. We have brought many of our most important sortation facilities back online and we are moving delivery parcels through our network again. Fulfillment has been more complex to solve, and we have begun to restart facilities. Further updates to follow.UPDATED October 14, 2019 at 9:00am EST