Past Incidents

The issues impacting the email system have been resolved. We will continue to run the processes listed below to ensure that all mailboxes remain error free:

We auto detect the following issue by scanning system logs for errors that are generated when a user logs in to access their email.

• For those users who have not logged in since the system load issue, there is a small chance that an error in the Inbox will cause them to receive an error upon login. This issue may also present itself with intermittent errors when attempting to connect to a mail client using POP or IMAP protocols. We are continuously scanning for these errors and automatically fixing them several times each day.

If you continue to experience the following issue, please contact support (877.447.8936 or support@firespring.com):

• if a user believes that there may be missing messages or folders, please contact support with the email address & information regarding what appears to be missing. Because there are cases in which we cannot automatically detect this issue, contacting support is necessary.

At this time, we are closing this incident on our status page and do not anticipate providing further updates. Please contact support with any questions (877.447.8936 or support@firespring.com)

The primary focus early this week was to establish stable mail delivery and login access. While we have made significant progress, some work remains. Our current focus is on individual mailbox repairs due to issues indirectly caused when the system was under high load. Now that the system is stabilized, these mailbox repairs are processing more quickly. If you believe that your mailbox is still having issues, please contact support so we can confirm that your issues are indeed related to the server issues from last week.

We continue to perform mailbox level cleanups to address the following issues, which we have identified proactively from system logs:

• mailboxes with login/access issues: this issue may cause intermittent errors for users that connect via POP or IMAP.
• extraneous folders prefixed with "lost-"
• missing messages or folders: the information is present, but not visible to email programs, including Webmail.

We recommend that those users who experience intermittent errors connecting via POP or IMAP utilize Webmail instead. While we are working to resolve all symptoms, our highest priority is ensuring all affected users have access to their mailbox.