System load is progressing towards normal levels and most users should find the email system operational. Until the system is fully restored, users who experience occasional timeouts and connection errors should refresh their connection.
Folder or Message Visibility Issue: Affected users have partial or no access to their email and/or folders are able to log in but do not see all expected folders or messages. Engineers are scanning system logs to detect these issues and compiling a list of affected users. We have prepared an automated fix to be applied following restoration of systems and a complete database cleanup.
Folder Deletion Issue: Affected users are unable to delete folders in Webmail, receiving the error Message: "The selected folder does not exist...." This issue is related to the Visibility Issue noted above and will be remediated in parallel.
"Lost" Folders Issue: Affected users note a group of folders that have the word "lost" in the folder name, followed by a string of characters. Example: "lost-asfkjl3q5kjafls". This issue will be addressed for many users during the weekend. If the issue persists following the weekend, please contact support.
POP/IMAP Setup & Webmail Last Page Issues: Affected users receive an error when trying to configure a mail client or navigate to the last page in Inbox in Webmail (error code undefined). These issues are related to the timeouts and connection errors noted above. Currently, most issues are resolved. Any remaining issues should be resolved once load returns to normal levels.
Message duplication issue: Affected users may experience a duplication of recently sent messages. This issue is a side effect of the system issue. Users can safely delete the duplicates. If manual deletion of a large number of duplicate messages is impractical, please contact support, as we can assist with deduplication once the system is fully restored and our maintenance is complete.
Unread Items Issue: For affected users, a number of messages or entire folder changed from "Read" to "Unread". Affected users may safely mark the messages as Read. We urge those users who find it impractical to mark a large number of messages as Read to contact support, as we can assist with this task once the system is fully restored and our maintenance is complete.
Engineers are staffed to work around the clock over the weekend to follow up on the issues from this week.
We apologize for these extended issues with the email platform and will post here as more information becomes available.