Current Time: 15:26:04 EST
 
20 Feb 2013 1:54 pm

SmartHost Email Delay – Resolved

Posted In: Outage — Feb 20th, 2013 at 1:54 pm 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?

4 hours

Time to Resolution (ETA)

n/a

Incident Updates

  • 2013/02/21 4.15 AM EST - Mail queues are decreasing.  ETA about 10 hours.  Email will continue to be delivered during this time, but will be delayed.
  • 2013/02/21 9.25 AM EST - 2 of our smart host servers are still being cleaned. ETA is currently 12 hours.
  • 2013/02/21 12.45 PM EST -Only 1 smart host server is left to clean. ETA 12 hours. This server is only used for customers sending to Yahoo addresses so most customers are no longer effected.
  • 2013/02/21 4:53 PM EST - The last smarthost server is being cleaned. Yahoo has unblocked this server so it should speed up the process hopefully and the ETA is 8 hours.
  • 2013/02/22 12:32 AM EST - All queues have been cleared.

Resolution Description

n/a

posted in Outage by IX: Robyn M.

9 Comments to "SmartHost Email Delay – Resolved"

Wed, February 20th, 2013

John Dove says:

I assume that this issue is consuming all of your bandwidth, which is why the Chat function is not responding?

Link | Posted at 9:49 pm EST

Wed, February 20th, 2013

matthew castrigno says:

This is completely intolerable.
Am I the only person trying to conduct business on a website hosting on this pathetic hosting service. I cannot believe how unreliable sending a email from my website is. I only need to send a handful a day. But no, this crap happens every damn week. When I call I am told to upgrade to a VPS. Really to send maybe 10 emails a day I need a VPS? If I do upgrade to an VPS it won’t be here.

Link | Posted at 11:50 pm EST

Thu, February 21st, 2013

Tim says:

This is really starting to hurt our business. Not only are emails delayed, sometimes you don’t even get them. Do a test email from your site (a contact form)and see what we mean. Overall, IX has always helped us out when we had issues, so We are going to give them the benefit of the doubt on this one that they’ll come through for us again…BUT PLEASE HURRY!

Link | Posted at 2:20 am EST

Thu, February 21st, 2013

Charles says:

I strongly suggest IX to implement the email policy based on per Hosting Account.

Currently, IX is limiting the number of emails one can send Per email address.

For example, a@domain.com can send 100 emails per day, b@domain.com can send another 100 emails per day, and so on…

But this existing email policy can be easily hurt by those who kept changing sender’s email address, since one can create Unlimited email address under one domain name.

Therefore, to permanently resolve this issue, IX have to implement another policy, that is, limit the number of emails Per Hosting Account can send.

Then it will resolve this email delay problem.

Link | Posted at 3:51 am EST

Thu, February 21st, 2013

Lillian says:

I agree with the above postings. This crap is happening each week and it is badly affecting my business, and making my service look quite unprofessional thanks to ixweb messing up. I have been a customer for many years but i wont be sticking around long if this continues. My clients are very unhappy and so am I. The last time i complained on this forum (which was what like a week or two ago when this happened?) about this problem they made a ticket and gave me two months free. well thanks for the two months free but i would rather have CONSISTENT service than have this happen each week. I have also been treated pretty shabbily by the ticket people in the last two days when i made a ticket about this so i am really rethinking my continuing with ixwebhost. it’s just not worth it is it?

Link | Posted at 5:16 am EST

Thu, February 21st, 2013

IX: Robyn M. says:

@ John, This is not be effecting our chat. If you are still having these issues please give us a call and we would be happy to help you there.

@ Everyone. We are working as quickly as we can to get this issue resolved. Unfortunately, there is not really a way for us to stop it as it is caused by customers usually having insecure forms that get hacked and send spam. Of course as soon as we find this we block and stop the issue but the damage has already been done and we are now cleaning out the queue, which is a very manual process.

Thank you all for your patience in this matter and we are working diligently to resolve it as soon as we can.

Link | Posted at 7:28 am EST

Thu, February 21st, 2013

matthew castrigno says:

If you have identified form emails as the issue then write you own function that cleans the emails, disable the use of the offending mail function requiring the use of yours. I have seen this done quit effectively on other services

Link | Posted at 11:21 am EST

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Fri, March 1st, 2013

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Link | Posted at 5:34 am EST

 
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