Current Time: 15:26:04 EST
 
07 Feb 2013 10:51 am

SmartHost Email Delay – Resolved

Posted In: Outage — Feb 07th, 2013 at 10:51 am EST by IX: Robyn M.

Incident Description:

Our smarthost mail server has received a large increase in spam email from outside sources. We are filtering through the emails but customers using our mail servers may see a delay in email delivery.

Which Customers are Impacted?

All customers using form mail and horde web mail services.

How are Customers Impacted?

Delivery of email may be delayed.

How often will we be updated?

n/a

Time to Resolution (ETA)

24 hours

Incident Updates

  • 2/06/2013 4:27 PM EST - The queues are still being worked on but are moving along at a good pace. We do not have a technical ETA but it looks like this may be moving along quicker than expected.
  • 2/06/2013 11:29 PM EST - The queues have been cleared.  All mail should now be delivered as normal.

Resolution Description

n/a

posted in Outage by IX: Robyn M.

18 Comments to "SmartHost Email Delay – Resolved"

Thu, February 7th, 2013

Lillian says:

AGAIN???? This happens on an almost weekly basis!!! This is becoming really unacceptable service! Same problem, different day!

Link | Posted at 11:00 am EST

Thu, February 7th, 2013

Lillian says:

I am only getting SOME notifications from my BUSINESS clients. This is a mess!

Link | Posted at 11:56 am EST

Thu, February 7th, 2013

IX: Robyn M. says:

Hello Lillian,

I am very sorry for issues. We are working as quickly as we can to resolve this issue now and in the future.

Thanks for your patience!

Link | Posted at 12:07 pm EST

Thu, February 7th, 2013

Lillian says:

Sorry but your reply tells me absolutely nothing. This is happening REPEATEDLY. I think you need to fix this once and for all, and you certainly should be and should have been issuing credits to your clients for all these REPEATED DOWN TIMES, as we depend on this for our businesses! Not very good service!

Link | Posted at 12:12 pm EST

Thu, February 7th, 2013

IX: Robyn M. says:

Hello Lillian,

I have created a ticket in your account to discuss this with you directly.

Please note that our smarthost cluster of servers is not down; legitimate email is currently queued. Often we find that the illegitimate email clogging the queue is related to someone’s poorly coded form that was compromised by spammers. We’re cleaning out the bad to let the good go through as fast as we can!
Thank you.

Link | Posted at 12:39 pm EST

Thu, February 7th, 2013

Lillian says:

thanks for the ticket i guess. all i want is for my legitimate email to be sent to me as is usually done. i do not want anyone going in and changing anything as was done last time, when someone messed things up further. i have been a client for MANY years btw, and rarely complain but this is annoying……

Link | Posted at 12:43 pm EST

Thu, February 7th, 2013

joe says:

Do you have a way of identifying the websites that have the vulnerabilties allowing the spammers to compromise the system and shut their sites down until they recode or fix their sites?

Link | Posted at 4:29 pm EST

Thu, February 7th, 2013

Lillian says:

kind of technical for me, but i can add an alternate address to receive the email notifications in the interim but my clients cannot if that is what you mean. they arent hacking thru my site, my email notifier is an internal cgi script.

Link | Posted at 5:55 pm EST

Thu, February 7th, 2013

IX: Chris B says:

Hello Lillian,

This is not specifically an issue with your coding but that someones coding could have been compromised and was used to send and clog up the servers. Unfortunately all email delivery will be delayed within our systems. If you are wanting to use an alternative email address you could try an external one but it could still be delayed because it will go through the smart host servers if it is a script. We did just update the post and the servers are being cleaned at a good pace so it may be resolved quicker than expected but we will have more information as it comes in.

Thank You.

Link | Posted at 6:34 pm EST

Fri, February 8th, 2013

ahmet says:

the email accounts at this domain are not working at all.

Link | Posted at 3:33 am EST

Fri, February 8th, 2013

Lillian says:

I received yesterday’s email notifications and some of today’s.

Do NOT change anything in my email accounts please, this is not the problem.

Everything was fine until you got hit with spam from outside sources!

Link | Posted at 8:38 am EST

Fri, February 8th, 2013

Lillian says:

Seems to be working fine after my tests just now….

Link | Posted at 8:42 am EST

Fri, February 8th, 2013

Linda says:

email is still not processing and hasn’t been since the first of February

Link | Posted at 8:43 am EST

Fri, February 8th, 2013

IX: Robyn M. says:

Hello Lillian,

We have not made any changes to the server other then cleaning out spam messages. IF you are still having issues please update your ticket with the steps to reproduce it so we can troubleshoot and help you further.

Thank you.

Link | Posted at 8:44 am EST

Fri, February 8th, 2013

IX: Robyn M. says:

Hello Linda,

I see you already have a ticket in and our administrators are currently set to look at it shortly.

Thank you.

Link | Posted at 8:46 am EST

Fri, February 8th, 2013

Jorge says:

Hello support team,

We really need that this issue being solved as soon as possible, there have past more than 24 hours and the service still is not working as it should and this is causing a lot of troubles with our costumers, they are now really upset, i hope you could give us a real solution not just comments

Thanks in advanced.

Link | Posted at 11:01 am EST

Fri, February 8th, 2013

IX: Robyn M. says:

Hello Jorge,

This issue has been resolved. If you are still having issues please contact our 24/7 help center.

Thanks!

Link | Posted at 1:37 pm EST

Fri, February 8th, 2013

Linda says:

have conacted support and no reply still doing the same thing today

Link | Posted at 3:59 pm EST

 
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