Past Incidents

We have made progress in repairing the impacted mailboxes. Some users may experience sporadic delays today while the repair continues. We apologize for these extended issues with the email platform and will post here as more information becomes available.

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.

Progress is being made in making adjustments to provide relief to impacted users. While we make these changes, users may continue to experience the aforementioned symptoms.

• Unread Items Issue: A large number (or entire folder) of messages changed from "Read" to "Unread"
• Missing Subfolders Issue: Missing Subfolders removed without intervention. (These folders are hidden and not actually missing)
• "Lost" Folders Issue: a group of folders that have the word "lost" in the folder name, followed by a string of characters. Example: "lost-asfkjl3q5kjafls"
• POP / Folder Issue: Error when trying to configure POP in a mail client. Unable to navigate to the last page in Inbox in Webmail (error code undefined).
• Folder Deletion Issue: Users unable to delete folders in Webmail. Error Message: "The selected folder does not exist...."
• Webmail Access Issue: Users unable to access their email through Webmail or Outlook, could receive error message web hard hat or "an error occurred ...", depending on the operation.
• Message duplication issue: Users may experience a duplication of recently sent messages.

These specific symptoms will resolve themselves once the issue has been resolved. We apologize for these extended issues with the email platform and will post here as more information becomes available.

We are continuing to monitor the environment and are making adjustments to provide relief to impacted users. While we make these changes, users may continue to experience the aforementioned symptoms.

• Unread Items Issue: A large number (or entire folder) of messages changed from "Read" to "Unread"
• Missing Subfolders Issue: Missing Subfolders removed without intervention. (These folders are hidden and not actually missing)
• "Lost" Folders Issue: a group of folders that have the word "lost" in the folder name, followed by a string of characters. Example: "lost-asfkjl3q5kjafls"
• POP / Folder Issue: Error when trying to configure POP in a mail client. Unable to navigate to the last page in Inbox in Webmail (error code undefined).
• Folder Deletion Issue: Users unable to delete folders in Webmail. Error Message: "The selected folder does not exist...."
• Webmail Access Issue: Users unable to access their email through Webmail or Outlook, could receive error message web hard hat or "an error occurred ...", depending on the operation.
• Message duplication issue: Users may experience a duplication of recently sent messages.

These specific symptoms will resolve themselves once the issue has been resolved. We apologize for these extended issues with the email platform and will post here as more information becomes available.

We continue to monitor the environment as more users access the system throughout the day and are doing everything we can to drive system load down and improve responsiveness. Users may experience:

• Latency in receiving and accessing mail or mail folders,
• POP/IMAP access issues, and/or
• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."

In addition, there are persistent issues with a small portion of mailboxes due to an emergency maintenance performed on 12 July 2017 at 8:00 pm CDT. Symptoms include, but are not limited to, the following:

• Unread Items Issue: A large number (or entire folder) of messages changed from "Read" to "Unread"
• Missing Subfolders Issue: Missing Subfolders removed without intervention. (These folders are hidden and not actually missing)
• "Lost" Folders Issue: a group of folders that have the word "lost" in the folder name, followed by a string of characters. Example: "lost-asfkjl3q5kjafls"
• POP / Folder Issue: Error when trying to configure POP in a mail client. Unable to navigate to the last page in Inbox in webmail (error code undefined).
• Folder Deletion Issue: Users unable to delete folders in Webmail. Error Message: "The selected folder does not exist...."
• Webmail Access Issue: Users unable to access their email through webmail or Outlook, could receive error message "an error occurred ...", depending on the operation.
• Message duplication issue: Users may experience a duplication of recently sent messages.

These specific symptoms will resolve themselves once the issue has been resolved. We apologize for these extended issues with the email platform and will post here as more information becomes available.

We are continuing to monitor the environment as system load increases throughout the day. As system load increases throughout the day users may experience:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders.
• POP/IMAP access issues.
• Some delay in email delivery

There are persisting issues with a small portion of mailboxes due to the emergency maintenance that was performed at 9:00 PM EDT 7/12/2017.

• Unread Items Issue: A large number (or entire folder) of messages has changed from "Read" to "Unread"
• Missing Subfolders Issue: Missing Subfolders that seemingly disappeared without intervention. (These folders are hidden and not actually missing)
• “Lost” Folders Issue: User will report a group of folders that have "lost" in the folder name followed by a string of characters "Ex: lost-asfkjl3q5kjafls"
• POP / Folder Issue: Error when trying to configure POP in a mail client. Unable to navigate to the last page in Inbox in webmail (error code undefined).
• Folder Deletion Issue: Users unable to delete folders in Webmail. Error received will be "The selected folder does not exist...."
• Webmail Access Issue: Users unable to access their email through webmail or Outlook and receive a hard hat or "an error occurred ..." message.
• Message duplication issue: Users may experience a duplication of recently sent messages.

These specific symptoms will resolve themselves once the issue has been resolved. We apologize for these extended issues with the email platform and will post here as more information becomes available.

At this time, message delivery times and webmail responsiveness have remained stable but we will continue to monitor the environment as system load increases throughout the day. As system load increases throughout the day users may experience:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders.
• POP/IMAP access issues.

There are persisting issues with a small portion of mailboxes due to the emergency maintenance that was performed at 8:00 PM CDT 7/12/2017. While some of these symptoms may resolve themselves over time, if you are experiencing the below symptoms over a prolonged period of time, please contact Support (877.447.8936 or support@firespringcom) for further assistance. Symptoms include but are not limited to:

• Unread Items Issue: A large number (or entire folder) of messages has changed from "Read" to "Unread"
• Missing Subfolders Issue: Missing Subfolders that seemingly disappeared without intervention. (These folders are hidden and not actually missing)
• “Lost” Folders Issue: User will report a group of folders that have "lost" in the folder name followed by a string of characters "Ex: lost-asfkjl3q5kjafls"
• POP / Folder Issue: Error when trying to configure POP in a mail client. Unable to navigate to last page in Inbox in webmail (error code undefined).
• Folder Deletion Issue: Users unable to delete folders in Webmail. Error received will be "The selected folder does not exist...."
• Webmail Access Issue Users unable to access their email through webmail or Outlook and receive a hard hat or "an error occurred ..." message.

We are continuing to work to resolve the rest of the issues that some users may be experiencing. We will post more updates as they become available.

The email system and message delivery times have returned to normal levels. We will continue to monitor the environment as system load increases throughout the day.

As system load increases throughout the day users may experience:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders.
• POP/IMAP access issues.

We apologize for these extended issues with the email platform and will post here as more information becomes available.

Message delivery times have been restored to normal levels.

We continue to monitor system load and actively improve system performance across our Hosted Email environment.

During this increased system load, users may continue to see the following:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders.
• POP/IMAP access issues.

We apologize for these extended issues with the email platform and will post here as more information becomes available.

We continue to monitor system load and are actively improving system performance across our email system.

Until the issue is fully resolved, you may continue to see the following:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders.
• Delivery delays continue to fall and are nearing resolution.
• POP/IMAP access issues.

We apologize for these extended issues with the email platform and will post here as more information becomes available.

Our teams continue to actively work on reducing load and returning the system to normal operation. In the meantime, users affected by this may notice the following:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders
• Delivery delays (approximately 37 minutes)
• Intermittent access to POP/IMAP

These specific symptoms will resolve themselves once the issue has been resolved. We will continue to post updates here as they become available.

Our teams are actively working to reduce load and return to normal operation. In the meantime, users affected by this may also experience the following:

• Error Message: "Webmail: "[SERVERBUG] Internal error occurred. Refer to server log for more information."
• Latency in accessing mail or mail folders
• Delivery delays (approximately 22 minutes)

These specific symptoms will resolve themselves once the issue has been resolved. We will post more information here as we know it.

Our Engineers are investigating some issues affecting the performance of the email system:

Some of the symptoms that are being reported would include:

• Latency when navigating the Webmail interface
• Slowness upon logging in to the Webmail interface
• Delayed email delivery
• POP Error 'Your incoming (POP3) email server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: ERR [SYS/TEMP] Internal error occurred. Refer to server log for more information.'
• Users unable to delete folders in Webmail "The selected folder does not exist...."
• Messages previously marked as read are now unread
• "Lost Folders" appear in webmail

We are working to resolve this issue as quickly as possible and will post more updates here as soon as we know them.

Our Engineers have completed the scheduled maintenance to the email system. Please reach out to support at 877.447.8936 or support@firespring.com with any questions or concerns.