Hosted Email Provisioning Delays (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We are aware of an issue with our Hosted Email service causing provisioning delays on new mailboxes made from our Email Control Panel.

    Mail Delivery to new or updated email addresses will be impacted during this time.

    Please do not repeat the attempted action during this time. We will provide updates as they become available.

  • Date - 13/12/2018 17:32 - 13/12/2018 20:27
  • Last Updated - 13/12/2018 17:34
Hosted Email Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be conducting scheduled maintenance in our Hosted Email environment from September 16th through September 20th from 9:00pm to 3:00am EST. During this time users may experience intermittent failed authentication attempts when accessing their email over IMAP, POP, or Webmail. Incoming email will be queued for delivery for affected users during this time. Outbound email will not be impacted.

  • Date - 20/09/2018 21:00 - 27/09/2018 18:54
  • Last Updated - 12/09/2018 11:27
Emergency Maintenance - Thexyz Webmail (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • We will be performing an emergency maintenance to enhance the systems responsible for managing Webmail login requests. The maintenance window will begin Friday August 24, 2018 at 8:00PM EST and end on Sunday August 26, 2018 at 10:00PM EST.

    While all measures are being taken to prevent any impact to users, some may experience a brief disruption of service during the maintenance window.

    We encourage administrators with users experiencing issues once the maintenance window concludes to contact the Support Team for further troubleshooting.

  • Date - 24/08/2018 20:00 - 25/08/2018 18:49
  • Last Updated - 28/08/2018 18:50
Webmail login issue (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • Update: This issue is now resolved.

    We have completed our maintenance on the authentication platform and have added additional processing capacity to the system without incident. We have enabled all rate limited services at this time and users can log into Webmail as expected. Our monitoring indicates that the platform has returned to a normalized state. Additionally, mail delivery was not impacted throughout this incident.

    As many of you have noticed, webmail users have experienced login failures yesterday and today. We apologize for the loss of Webmail access and are sharing an update while we continue work to resolve the issue.

    What is going on?

    The user identity system that controls all usernames and passwords consists of numerous subsystems. The subsystem that handles Webmail logins is performing slowly. Once a user has successfully logged in, however, email performance is normal. There is no impact to incoming or outgoing email.

    Users who access email via desktop or mobile device email clients are not affected by this issue. If you need help setting up a device, click here to get easy to use instructions: https://help.emailsrvr.com

    How we are responding?

    First, to control performance we are intentionally rate limiting logins to Webmail, online docs, and cloud drive.

    Second, we are adding login processing capacity to the system to address current performance issues. Due to the size and complexity of our network, this work must be done carefully. Capacity improvements will begin this evening and will continue through the weekend.

    While additional capacity will mitigate the current state, we are also actively investigating the underlying cause of the issue.

    What is next?

    We are closely monitoring system loads and will continue to do so. Because of the nature of this incident, we may have to initiate some amount of rate limiting for webmail logins on Monday, 27 August 2018, as we load increases throughout the work day.

    Upon request, we will make available an Incident Report that details the root cause of the issue, as well as remediation steps taken and actions we will take to prevent this issue from reoccurring.

    Conclusion

    We deeply apologize for users experiencing trouble accessing webmail. We know that email is important to you and will continue to work diligently to resolve this issue.

    We will post status updates as significant events occur.

    Update: Our team continues to work to resolve the issue. In the meantime, we strongly encourage the use of an email client or mobile device for access as an alternative to webmail. For assistance in setting up one of these programs, you may refer to the following link.

    We will provide the next update once more information becomes available.

    Update: Thexyz Webmail users may experience latency or errors when attempting to access Webmail. As a workaround, users are advised to access mailboxes via an email client or mobile device. Cloud Drive for Thexyz Webmail has been disabled for users who subscribe to this service. Email delivery is not impacted by this incident. Our team is actively engaged and working towards a solution. Further updates will be provided as they become available.

    Update: At this time, we are experiencing a disruption a Thexyz Webmail service, characterized by an inability to log into Webmail. Some users are affected, some are not.

    Going forward, please try to clear the cookies and cached data. Then try again either in a new browser after closing and reopening the entire browser. Or trying logging into Webmail via a private or incognito mode browser tab.

    Our team is currently working to resolve the issue for our customers, and currently have no ETA for resolution of the issue. You can monitor the progress of our specialists working on the issue via this Network Status page.

    We sincerely apologize for the inconvenience.

    We are investigating an issue that is affecting our Hosted Email environment. More details will be posted as they become available.

  • Date - 24/08/2018 08:56 - 25/08/2018 18:11
  • Last Updated - 25/08/2018 18:11
Webmail errors (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • On 23 August 2018, at 13:00 EST, our Webmail authentication platform experienced an issue which caused it to be unable to serve requests. Engineers deployed a fix to address this, however, the large volume of new inbound requests (users reconnecting) caused the authentication system to reject some connections. Engineers adjusted our systems and balanced loads to accommodate the increased authentication volume. As of 19:21 EST, access to the Webmail login page and Control Panel functionality was restored. Webmail users should no longer receive errors when accessing their mailboxes. Additionally, mail delivery was not impacted during this incident.

    Update: Engineers continue to work to resolve the issue affecting Webmail. Email remains accessible via desktop and mobile email clients. The next update will be provided by 20:00 EST, or sooner if there is a significant status change.

    Update: Engineers continue to work to resolve the issue. Email remains accessible via email clients and mobile devices. The next update will be provided by 18:00 EST or sooner if more information becomes available.

    Update: Engineers continue to work to resolve the issue. At this time, there are no further updates. Email remains accessible via email clients and mobile devices. The next update will be provided by 17:00 EST or sooner if more information becomes available.

    Update - In order to prevent further changes to Hosted Email accounts, the "Mailboxes" tab has been removed from within the Control Panel. Webmail access remains inaccessible as we work towards a solution. Email delivery has not been impacted and access continues to be available via email clients and mobile devices.

    Update - No further updates are available at this time. Webmail continues to be inaccessible as we work towards a solution. Please note that email delivery is not impacted as a result of this. In the meantime, users may continue to manage their email via email clients and mobile devices.

    Update: Our team is actively applying the necessary fixes to correct the webmail login issues. As we make progress, we ask that all administrators avoid making any changes to Hosted Email accounts from within the Control Panel. Any changes made at this time may produce an error or fail to complete. This would include password changes and changes to any attributes for the mailbox.
    Update - We continue to work on resolving the issue. No further details available at this time. Email remains accessible via email clients and mobile devices.

    Identified- We are actively working towards a resolution. Mail is still accessible via mail clients such as Outlook or mobile devices.  More updates will be posted as they become available.

    Update - Affected users will receive the following error "Too Many Requests. Please wait a minute and try again" when attempting to log in to webmail.

    We are investigating an issue that is affecting our Hosted Email environment. More details will be posted as they become available.

  • Date - 23/08/2018 12:32 - 23/08/2018 20:39
  • Last Updated - 24/08/2018 08:56
Hosted Email Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be conducting scheduled maintenance's in our Hosted Email environment from August 27th through August 30th from 9:00pm to 3:00am EST. During this time users may experience intermittent failed authentication attempts when accessing their email over IMAP, POP, or Webmail. Incoming email delivery is not affected.

  • Date - 27/08/2018 21:00 - 12/09/2018 11:28
  • Last Updated - 21/08/2018 11:46
Outlook for Mac 2011 (Resolved)
  • Priority - Low
  • Affecting Other - Hosted Email
  • In an effort to improve the security of our environments, we will be updating security certificates in our Hosted Exchange 2010, 2013, and 2016 on Tuesday June 19th 2018, starting at 11:30 AM EDT /3:30 PM UTC.

    This change will prevent users from connecting using outdated security certificates, which are currently utilized by Outlook for Mac 2011. Users connecting through Outlook for Mac 2011 will no longer be able to connect to their Hosted Exchange mailbox, and will need to upgrade to Outlook for Mac 2016, or utilize a different mail client.

    Users for which Administrators have purchased the Outlook for Mac mail client through the Control Panel can download the newer client using these instructions: https://help.emailsrvr.com/l/download-outlook-2016-for-mac-user

  • Date - 19/06/2018 11:30 - 04/07/2018 11:17
  • Last Updated - 19/06/2018 12:04
US Data Center Storage Upgrade (SteadFast) (Resolved)
  • Priority - Low
  • Affecting Server - Exchange

  • We would like to inform you about an upcoming hardware upgrade to our storage platform in order to expand capacity and to further increase the resilience of our storage servers in the US Data Center at SteadFast.

    While the procedure is being performed, temporary connectivity issues may arise, however our system administrators will be working closely with the data center technicians in order to minimize any service downtime.

    Start Time: June 19th, 01:00 AM UTC
    End Time: June 19th, 03:00 AM UTC

  • Date - 19/06/2018 01:00 - 19/06/2018 12:04
  • Last Updated - 19/06/2018 12:03
Webmail login issues (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • Our admins are looking into a issue where users may see an error when logging into Webmail.

  • Date - 13/06/2018 14:12 - 13/06/2018 14:44
  • Last Updated - 13/06/2018 14:14
Web Hosting Infrastructure Maintenance (Resolved)
  • Priority - Low
  • Affecting Server - SRVR
  • We have a scheduled maintenance window to provide necessary OS updates to network equipment that will be performed on June 2nd, 2018. This work is scheduled to occur between 12:00AM and 04:00AM (EDT). No action is required on your part.

    During this maintenance window the most you should witness are potential brief periods of increased latency and/or minor packet loss. If you experience any issues extending beyond this, feel free to contact us via livechat, email at support@thexyz.com, or by telephone at (800)-314-9082, (917)-410-7243 (international).

  • Date - 02/06/2018 00:00 - 06/06/2018 10:27
  • Last Updated - 24/05/2018 19:09
Scheduled Maintenance - Hosted Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be conducting a scheduled maintenance on the authentication services in our Hosted Email environment from May 1, 8PM EST through May 2, 1AM EST. During this time users may experience intermittent failed authentication attempts when accessing their email over IMAP, POP, SMTP, or Webmail. Incoming email delivery is not affected.

  • Date - 01/05/2018 20:00 - 03/05/2018 10:47
  • Last Updated - 30/04/2018 09:42
Webmail Secure Connection Failed (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • If you try an access Webmail, you may notice a problem that says: Secure Connection Failed

    This error was caused during an a recent udate and has been resolved. It will just take sometime to fully propagate. Please use this URL in the meantime: https://towifi.thexyz.com

  • Date - 20/04/2018 21:58 - 20/04/2018 22:13
  • Last Updated - 20/04/2018 22:01
MX Record Update (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be decommissioning several IP addresses for mx1.emailsrvr.com on April 23rd, 2018.

    This will prevent mail delivery to these IPs. If your MX records are currently directed to a specific IP, you will need to update those records to point to mx1.emailsrvr.com and mx2.emailsrvr.com to allow for mail delivery to continue past this date.

    If your MX records for your domain(s) DNS are already configured to mx1.emailsrvr.com and mx2.emailsrvr.com, no change is necessary.

    If you utilize IP addresses for SMTP connections, you will need to change the hard-coded IP to our hostname SMTP settings.

  • Date - 23/04/2018 00:00 - 03/05/2018 10:47
  • Last Updated - 02/04/2018 17:35
Microsoft Exchange 2010 (Resolved)
  • Priority - Low
  • Affecting Server - Exchange
  • Monitoring - While mail delivery remains delayed for both incoming and outgoing messages, we are in the final stages of remediation for this incident. Updates will be posted as they are available.

    UPDATE: Mail is now being delivered for both incoming and outgoing messages, but delivery is delayed.

    UPDATE: Affected users will experience mail delays for both incoming and outgoing email messages.

    We are investigating an issue that is affecting our Hosted Exchange environment. More details will be posted as they become available.

  • Date - 01/03/2018 11:13 - 01/03/2018 12:04
  • Last Updated - 13/03/2018 12:04
Control Panel - Delays Processing Changes (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Admin CP
  • UPDATE: This issue is now resolved. Mail delivery was not impacted.

    We are actively investigating delays when making changes to Hosted Exchange services within the Control Panel. We encourage administrators to avoid reattempting changes that have already been made to allow currently queued changes to complete.

    We will provide further updates as they become available.

    Mail delivery is not impacted.

  • Date - 01/03/2018 10:36 - 01/03/2018 11:01
  • Last Updated - 01/03/2018 11:01
Scheduled Maintenance - Hosted Exchange Serve (Resolved)
  • Priority - Low
  • Affecting Server - Exchange
  • We will be performing scheduled maintenance on the Hosted Exchange and Hosted SharePoint Environment starting Saturday February 10th, 2018. The maintenance window is expected to last from 8am EST to 6pm EST. The maintenance will provide stability enhancements to Exchange environments.

    We have taken precautions for this maintenance so there is not expected to be customer any impact.

  • Date - 10/02/2018 08:00 - 28/02/2018 18:25
  • Last Updated - 28/02/2018 18:25
Maintenance - Hosted Email (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We will be performing an emergency maintenance on our authentication platform. The maintenance window is expected to last from 9PM EST - 1AM EST starting this Wednesday, February 28th.

    During the maintenance window, the following services will be impacted:

    - Users will be unable to update passwords within Webmail.
    - Administrators will be unable to create, modify, or delete Hosted Exchange or Hosted Email users from within the Control Panel.
    - Administrators will be unable to modify some Domain Settings from within the Control Panel.
    - The corresponding services will be unavailable within the REST API during the maintenance window.
    - We recommend disabling Directory Sync Services during this time.

    Administrators or users attempting to modify these affected services will encounter the following error: "401 Unauthorized". We encourage users and administrators to attempt any needed changes after the maintenance window has completed.

    Existing user mailboxes will be accessible to send and receive mail as normal during this maintenance.

  • Date - 28/02/2018 21:00 - 01/03/2018 09:33
  • Last Updated - 28/02/2018 18:24
Hosted Exchange 2016 Connectivity (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • UPDATE: Outlook Web Access is now showing symptoms of latency upon login. Some Windows Outlook users may also be experiencing latency and intermittent connectivity. Our team continues to work towards a solution.

    We are investigating an issue that is affecting our Hosted Exchange environment. More details will be posted as they become available.

    Affected users whom utilize Outlook for Mac or Mac Mail may experience intermittent connectivity. As a temporary workaround, users may access their email via Outlook Web Access (OWA) until the issue has been resolved.

  • Date - 05/02/2018 20:29 - 07/02/2018 16:10
  • Last Updated - 05/02/2018 20:31
Scheduled Maintenance - Hosted Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be conducting a scheduled maintenance on the authentication services in our hosted email environment on January 23 (8pm-12am EST) and January 24th (8pm-12am EST). During this time users may experience intermittent failed authentication attempts when accessing their email over IMAP, POP, SMTP, or Webmail. Incoming email delivery and Hosted Exchange Outlook/OWA clients are not affected.

  • Date - 23/01/2018 20:00 - 29/01/2018 17:59
  • Last Updated - 22/01/2018 18:04
Microsoft Office Hosted Exchange (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be performing a maintenance on our Recent Addresses feature On January 24 (12am-1am EST). During this time, recipient email addresses will not be automatically saved to Recent Addresses. Email delivery is not affected.

  • Date - 24/01/2018 00:02 - 29/01/2018 17:59
  • Last Updated - 22/01/2018 18:03
Planned Maintenance - Webmail Attachments (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be performing a maintenance on our Hosted Email Platform.

    The maintenance window is scheduled to begin Saturday, January 27, 2018 at 2:00AM EST and will last for approximately 2 hours.

    During this time, users will not be able to send attachments or add attachments to in-draft emails within our Webmail Environment. This maintenance will not impact messages with attachments that are in the users' inbox, sent folder, trash folder, or any user created folders.

  • Date - 27/01/2018 00:00 - 29/01/2018 17:58
  • Last Updated - 22/01/2018 18:02
Planned Maintenance - Webmail Attachments (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be performing a maintenance on our Hosted Email Platform.

    The maintenance window is scheduled to begin Saturday, January 27, 2018 at 1:00AM EST and will last for approximately 2 hours.

    During this time, users will not be able to send attachments or add attachments to in-draft emails within our Webmail Environment. This maintenance will not impact messages with attachments that are in the users' inbox, sent folder, trash folder, or any user created folders.

  • Date - 27/01/2018 01:00 - 29/01/2018 17:58
  • Last Updated - 16/01/2018 23:10
Maintenance - Hosted Email Storage Platform (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • As part of our efforts to continually improve the stability and performance of the Hosted Email Service, we will be enhancing the Mailbox Storage Platform. The updates will be applied in phases starting January 10th, 2018 through April 1st, 2018. During the move process users may experience a one-time momentary loss of connectivity to their mailbox. Most mail clients, including Webmail, will re-establish connectivity after a short retry interval. Please contact the support team if you are experiencing repeated or prolonged connectivity issues lasting over 5 minutes.

  • Date - 10/01/2018 21:15 - 28/02/2018 18:25
  • Last Updated - 09/01/2018 21:17
Meltdown and Spectre vulnerabilities (Resolved)
  • Priority - High
  • Affecting Other - Server Hardware
  • We are currently working on patching the recently released vulnerabilities known as "Meltdown" and "Spectre", with the CVEs of: CVE-2017-5754, CVE-2017-5753, and CVE-2017-5715 on your server(s). More information on these vulnerabilities available here: http://blog.thexyz.com/2018/01/what-you-need-to-know-about-spectre.html

    If your server(s) are running a Linux-Based operating system, they will be patched and automatically rebooted over the next 72 hours. Due to the severity of these vulnerabilities, we are unable to schedule the patching and reboot process.

    For server(s) running Windows-based Operating Systems, with automatic Windows Updates enabled, your server will be patched and rebooted during normal Windows Update procedures over the next 5 days.

    In either situation, we have you covered and no action is required from you at this time.

    If you are managing Windows Updates on your server(s) manually, please note that these patches will NOT be automatically installed, and it is very important that they get installed as soon as possible.

    We are available to assist with any questions or concerns via livechat, email at support@thexyz.com, or by telephone at (800)-314-9082, (917)-410-7243 (international).

  • Date - 03/01/2018 22:30 - 16/01/2018 23:11
  • Last Updated - 04/01/2018 22:51
Spam Filter Improvements (Resolved)
  • Priority - Low
  • Affecting Other - Hosted Email
  • As part of our efforts to continually improve our product offerings, we will be enhancing the spam filtering features of the Hosted Email platform over the next few weeks. These changes will not be disruptive to email users, and we expect everyone to see improved spam and virus detection. These upgrades will be applied in phases to help ensure a smooth transition for our customers.

  • Date - 31/10/2017 13:56 - 04/01/2018 22:30
  • Last Updated - 31/10/2017 13:56
Cloud Drive Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Cloud Drive
  • Due to a required upgrade for our Cloud Drive product, we will be performing a planned maintenance on Oct. 21 from 8:00 -11:00 AM EST. We anticipate the maintenance will take less than an hour. During this maintenance, users may notice a brief disruption in the Cloud Drive service that lasts no longer than 30 minutes. Desktop clients may need to be reconnected by using the Force Sync feature of the Cloud Drive client. Users on the website version of Cloud Drive may experience logouts and an inability to reconnect during this period. All work in the Editor applications of Cloud Drive should be saved before the maintenance begins.

  • Date - 21/10/2017 08:00 - 24/10/2017 09:06
  • Last Updated - 18/10/2017 09:35
SharePoint 2013 Maintenance Notification (Resolved)
  • Priority - Low
  • Affecting Other - SharePoint 2013

  • As part of our commitment to providing high-performance SharePoint hosting services, a maintenance has been planned on our network and server equipment. Please read carefully the maintenance schedule details.

    Scheduled date and time - EST (-5 UTC)
    Wednesday October 18th 11:00 p.m.
    Thursday October 19th 11:00 p.m.
    Friday October 20th 11:00 p.m.

    Components affected
    SharePoint 2013 services


    Maintenance duration
    Wednesday, 3 hours
    Thursday, 3 hours
    Friday, 5 hours

    Maintenance impact
    Wednesday and Thursday, minor service disconnection of few seconds from time to time during the maintenance duration while we perform balancing of resources from our High-Availability configuration.

    Friday, due to Cumulative Update and regular updates SharePoint sites may be unavailable from time to time throughout the maintenance duration.

    Maintenance type
    Routine server maintenance and updates and Cumulative Update.

  • Date - 18/10/2017 23:00 - 16/10/2017 12:19
  • Last Updated - 05/10/2017 12:20
Datacenter power outage (Resolved)
  • Priority - Critical
  • Affecting Other - SteadFast Datacenter
  • UPDATE: The US data center suffered a power outage triggered during a routine on-premise safety system maintenance. With the whole power supply cut, this rendered the UPS systems incapable of taking over. The sudden power cut resulted in a network equipment failure on our end, which took our administrators 5 hours to fix.

    As a result, all shared hosting servers and VPSs have been restored back to normal.

    UPDATE:  Entire racks were having problems starting up. The Datacenter staff have localized the problem to one IPMI Switch and are currently investigating. We will keep you posted and Web hosting services should be online shortly.

    We are currently investigating an issue affecting a small percentage of Web hosting accounts. There was a power failure at the data center which has now been restored.

  • Date - 04/10/2017 16:27 - 04/10/2017 22:28
  • Last Updated - 05/10/2017 12:18
@zooglemail.com email delays (Resolved)
  • Priority - Low
  • Affecting Other - Hosted Email
  • Due to another DNS problem, accounts using the @zooglemail.com only for email hosting may experience some minor delays sending or receiving email over the next few hours. We have identified the problem and applied neccessary fix. It may just take a short while longer for this to propagate.

  • Date - 04/10/2017 19:31 - 04/10/2017 22:29
  • Last Updated - 04/10/2017 19:33
Delays in Newly Created Hosted Exchange Email (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • Users that sent email messages to newly created Hosted Exchange mailboxes may have received delivery errors in the form of the following:

    "Email address could not be found, or was misspelled"

    We encourage users to resend their original messages if one of these bounce back errors were received.

    At this time we are seeing fewer reports of these email delivery errors. We identified the root cause and our team continues to work towards a solution.

  • Date - 29/09/2017 14:55 - 29/09/2017 17:44
  • Last Updated - 29/09/2017 14:55
MS Exchange 2016 - Delivery Delays (Resolved)
  • Priority - Low
  • Affecting Server - Exchange
  • We are aware of an issue in our hosted exchange environment where users receive a delivery bounce for messages successfully sent. The bounce includes the following message, Delivery is delayed to these recipients or groups. More details will be posted as they become available.

  • Date - 28/09/2017 09:52 - 28/09/2017 12:10
  • Last Updated - 28/09/2017 09:53
Hosted Email Network Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • A portion of the Hosted Email network will be undergoing maintenance from 11:00 PM EST until 12:00 AM EST. This maintenance action will provide additional stability by improving the network failover capabilities. While all measures are being taken to prevent any impact, customers may experience brief connectivity issues during the maintenance window. This could include connectivity to email accounts or Control Panel.

    If customer experiences connectivity issues, they should log out and back in after the maintenance is complete.

  • Date - 20/09/2017 23:00 - 22/09/2017 21:24
  • Last Updated - 20/09/2017 12:49
cPanel Web Hosting Maintenance (Resolved)
  • Priority - Low
  • Affecting Server - SRVR
  • Date - 26/08/2017 00:00 - 28/08/2017 09:50
  • Last Updated - 23/08/2017 10:07
Microsoft Exchange 2013 (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • We are aware of an issue affecting our Hosted Exchange 2013 environment. Affected users may experience a delay in receiving new messages, or intermittent connectivity to mail clients. Our team is aware and actively working towards a resolution.

  • Date - 17/08/2017 10:46 - 17/08/2017 11:13
  • Last Updated - 17/08/2017 10:46
Maintenance - Hosted Email System (Resolved)
  • Priority - Low
  • Affecting Other - Hosted Email
  • A maintenance will be performed on a portion of the Hosted Email system in order to upgrade database software that is used to store information associated with email messages.

    To ensure data integrity, a back-up will be performed prior to the upgrade. While every effort will be made to prevent service disruption during the upgrade, users may experience intermittent connectivity errors and latency while the work is being completed.

    The maintenance window will begin on August 12, 2017 at 9:00AM EST and end August 13, 2017 at 11:59PM EST.

  • Date - 12/08/2017 09:00 - 16/08/2017 11:45
  • Last Updated - 08/08/2017 13:59
Maintenance - Hosted Email (Resolved)
  • Priority - Low
  • Affecting Other - Hosted Email
  • A maintenance will be performed on a small portion of the Hosted Email hardware. While every effort will be made to prevent service disruption, users may experience intermittent connectivity errors and latency while the work is being completed.

    The maintenance window will begin on August 10, 2017 at 10:00PM EST and end at 11:59PM EST.

  • Date - 10/08/2017 21:00 - 16/08/2017 11:46
  • Last Updated - 08/08/2017 10:23
cPanel Server Error (Resolved)
  • Priority - High
  • Affecting Server - SRVR
  • We are currently investigating a permission error on the cPanel server for ownCloud and WordPress services. More updates will be posted when they become available.

  • Date - 08/08/2017 09:26 - 09/08/2017 10:40
  • Last Updated - 08/08/2017 09:27
Reports of Connectivity Issues (Resolved)
  • Priority - Low
  • Affecting Other - Hosted Email
  • We have received isolated reports of latency /connectivity issues with a major Internet Service Provider (ISP) which is degrading some users connections to our hosted email environments. Mail delivery is not impacted.

    Thank you for your patience and please contact your ISP for more details.

  • Date - 02/08/2017 20:41 - 03/08/2017 13:38
  • Last Updated - 02/08/2017 20:42
[SERVERBUG] Internal error occurred (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: We have made progress in repairing the impacted mailboxes and will continue to run the processes listed below:

    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.

    Users may clean-up affected folders for the following issue:

    - if a user has extraneous folders beginning with the word "lost-", any email in these folders can be moved back to the original folder and the extraneous folder may be deleted.

    Administrators should contact the support team for the following issue:

    - if a user believes that there may be missing messages or folders, the administrator should contact support with that user’s 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.

    We do not anticipate issuing further updates for this incident.

    UPDATE: 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. While we can automatically detect and remediate some issues, others require you to contact the support team.

    There are certain issues which we are unable to detect If a user has not logged in. Because some users may go days or even weeks without logging in, we anticipate the symptoms described below will persist over a period of time. Administrators should contact the support team for the following issue:

    - if a user believes that there may be missing messages or folders, the administrator should contact support with that user’s 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.

    We auto detect the following issues 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 last week, 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 a user has extraneous folders beginning with the word "lost-" these errors are automatically detected by our log scan. While this requires no action on your part to be cleaned, the user may also safely delete them if they do not contain any email. If a folder containing email is deleted, users may check the Trash or Recover Deleted Items folders to retrieve the email.

    These processes will continue to run through the weekend. We expect to provide the next update on Monday, July 24, 2017.

    UPDATE: 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.

    UPDATE: The initial passes to fix affected mailboxes were successful and the hosted email environment has stabilized.
     
    We will continue to actively run the bulk mailbox level cleanup to address the following issues we have identified proactively from system logs:
     
    -  missing messages or folders; the information is present but not visible to email programs including Webmail
    -  extraneous folders starting with "lost-"
    -  mailboxes that we detect as having login/access issues 
     
    Some mailboxes may require additional attention to fully resolve, and our team is actively working through those.
     
    We will provide another update to the mailbox cleanup efforts tomorrow afternoon.

    UPDATE: Our initial pass of fixes for mailboxes that we detected as having login/access issues was successful. We will run a pass for newly discovered mailboxes that our logs have indicated are having issues.

    Once complete, we will begin the bulk mailbox level cleanup to address the issues we have identified proactively from system logs. These issues include:

    - missing messages or folders; the information is present but not visible to email programs including Webmail
    - extraneous folders starting with "lost-"

    As we continue to progress through our mailbox cleanup efforts, some users may see slowness within Webmail.

    Some mailboxes may require additional attention to resolve some of the issues experienced, and our team is actively working through those.

    We will provide updates as we progress through these cleanup efforts.

    UPDATE: We are continuing to focus on maintaining access and performance while assisting individual users who may have specific issues arising as a result of the previous high system load.
     
    We have begun running a fix to address the issues for users that have not yet been able to successfully access their mailbox.  During this time, some users may see some slowness within Webmail.
     
    Once completed, we will begin the bulk mailbox level cleanup to address the issues we have identified proactively from system logs. These issues include:
     
    - missing messages or folders; the information is present but not visible to email programs including Webmail
    - extraneous folders starting with “lost-“
     
    Some mailboxes may require additional attention to resolve some of the issues experienced and our team is actively working through those.

    We will continue to work on these mailboxes through the evening.  We will provide our next update during the morning of Tuesday, July 18th.

    UPDATE: Over the weekend we have worked through a system-wide cleanup to address the after-effects of the high system load experienced last week. The load was the result of an unknown bug that impacted an effort to proactively double system capacity. Please see the system status update posted 06:49 PM EDT on 07/15/17 for a brief, preliminary review of the causes of the system disruption.

    Our priority today is to maintain good access and performance while assisting individual users who may have specific issues arising as a result of the previous high system load. In an abundance of caution, we are limiting the number of simultaneous connections to a single mailbox to 2 POP connections and 4 IMAP connections. Mail programs that exceed the limit will usually retry and users are unlikely to see errors due to connection limits.

    We are also rate limiting email delivery for mailboxes that receive hundreds or thousands of email messages per minute; that email will safely queue for delivery over a longer period of time. If a user normally receives less email than this, they should see normal delivery speeds.

    After peak load hours today, usually finished before 2pm Eastern, we will consider a bulk mailbox level cleanup to address several issues we have identified proactively from system logs. These issues include:

    - some users have not yet been able to successfully access their mailbox
    - missing messages or folders; the information is present but not visible to email programs including Webmail
    - extraneous folders starting with “lost-“

    Some mailboxes may require additional attention to resolve some of the issues experienced and our team is actively working through those.

    We will continue to provide updates as they become available.

    UPDATE: Our efforts this weekend have been focused on system wide cleanup to address the consequences of high system load after expanding capacity. These efforts are nearing completion. We will soon begin a more detailed mailbox-level cleanup effort to address some issues that we have seen among some users. While those updates happen there may be very brief periods where accessing email is slow or gives an error; trying again a few minutes later should be successful.
     
    The mailbox level cleanup will address, in an automated fashion, the following issues for users we have been able to identify proactively:

    - some users have not yet been able to successfully access their mailbox
    - missing messages or folders; the information is present but not visible to email programs including Webmail
    - extraneous folders starting with “lost-“
     
    Some mailboxes may require additional attention to resolve some of the issues experienced and our team is actively working through those.
     
    We will continue to provide updates as they become available.

    UPDATE: Previous updates have been focused on resolution status as we worked through issues from the evening of Wednesday, July 12, 2017 through today, Saturday, July 15. We have compiled a preliminary view into the causes behind the system issues this week, and will have a final report available in the coming weeks. We recognize that these issues were significant for many of our customers, and we apologize for the difficulties you have experienced.

    UPDATE: 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.

    We have made progress in repairing the impacted mailboxes. Some users may experience sporadic delays today while the repair continues.

    UPDATE: Impacted users no longer need contact the support team to provide mailbox details. We continue to monitor the environment and will apply fixes to resolve the aforementioned symptoms for affected users.

    We will continue to provide updates as they become available.

    UPDATE: 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.

    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. 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 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.
    - Message duplication issue: Users may experience duplication of recently sent messages.

    UPDATE: 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 9:00 PM EDT 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 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. 

    The next update will be provided by 10:00 AM EST / 2:00 PM GMT.
     
    UPDATE: Message delivery times remain at normal levels.

    System performance has stabilized 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.

    The next update will be provided by 8:00 AM EST/ 12:00 PM GMT.
    Posted on 07/14/2017 3:42 AM EST
    Message delivery times remain at normal levels.

    UPDATE: We continue to 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.

    The next update will be provided by 5:00 AM EST / 9:00 AM GMT.
     
    UPDATE: 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.

    The next update will be provided by 3:00 AM EST / 7.00 AM GMT.
     
    UPDATE: We continue to monitor system load, and are actively improving 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.
    - Delivery delays continue to fall and are nearing resolution.
    - POP/IMAP access issues.

    These symptoms will resolve themselves once the issue has been resolved.

    UPDATE: We continue to monitor system load, and are actively improving performance across our Hosted Email Platform.

    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.

    - Delivery delays (currently 10 minutes).

    - POP/IMAP access issues.

    These symptoms will resolve themselves once the issue has been resolved. Next update will be provided by 10:00 PM EST.

    UPDATE: No additional updates or ETA available at this time. Our teams continue to work on resolving the issue. Users may continue to experience the symptoms below.

    UPDATE: 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. Another update will be posted by 4:00 PM EST.

    UPDATE: 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.

    Due to an emergency maintenance that was performed at 9:00 PM EST 7/12/2017, a portion of users may notice a disruption of service with their Hosted Email mailbox.

    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
    - Delayed email delivery

    While some of these symptoms may resolve themselves over time, if you need immediate assistance or if you are experiencing these symptoms over a prolonged period of time , please contact Support for further assistance.




  • Date - 13/07/2017 11:55 - 02/08/2017 20:41
  • Last Updated - 25/07/2017 10:35
Exchange Mail Delivery Delays (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • UPDATE: Users with high inbound mail volume, exceeding 50 messages in 10 minutes, may see mail delivery delays. We are actively monitoring the mail delivery delays and are doing everything we can to drive system load down and improve responsiveness.

    The Hosted Exchange environment is currently experiencing a higher than normal amount of load on the system. Affected users will experience delayed email delivery.

  • Date - 14/07/2017 11:51 - 14/07/2017 17:13
  • Last Updated - 14/07/2017 13:29
Emergency Maintenance - Hosted Email (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • As part of our efforts to continually improve our product offerings, we will be performing a maintenance on our Hosted Email platform. The maintenance window is scheduled to occur Wednesday, July 12th between 9:00 PM and 10:00 PM EDT.

    While all measures are being taken to prevent any impact, customers may experience a brief disruption of service during the maintenance window.

    We encourage administrators with users experiencing issues once the maintenance window concludes to contact Thexyz Support Team for further troubleshooting.

  • Date - 12/07/2017 21:00 - 08/08/2017 09:28
  • Last Updated - 12/07/2017 09:00
MobileSync Degradation (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • User connectivity to the MobileSync service has been restored. Service upgrades and downgrades in the Control Panel have also been restored.

    This incident is now resolved.

    We are investigating connectivity issues using MobileSync on mobile devices. Affected users will experience the inability to send and receive new messages on their mobile devices.

    As a workaround, users can configure their affected devices using IMAP to send and receive messages successfully.

    Mail delivery is not impacted.

  • Date - 06/07/2017 15:05 - 06/07/2017 15:47
  • Last Updated - 06/07/2017 15:56
Webmail Latency (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • Posted on 06/30/2017 2:31 PM EDT
    We have identified the underlying issue and will be opening an emergency maintenance window at 7PM CDT to address this. Until completion of the maintenance window the following symptoms will still exist for users:

    - Latency when navigating the Webmail interface
    - Slowness upon logging in to the Webmail interface
    - Delayed email delivery
    - Intermittent errors in the Webmail interface ie [SERVERBUG]
    - Messages appearing to be blank in the Webmail interface

    The maintenance window will begin on Friday June 30, 2017 at 7:00PM CDT and end on Monday July 3, 2017 at 10:00PM CDT.

    The next update will be upon completion of the maintenance on Monday at 10:00PM CDT (3:00AM GMT Tuesday).
    Posted on 06/30/2017 9:02 AM EDT
    The Hosted Email environment is currently experiencing a higher than normal amount of load on the system. The symptoms below still exist. The investigation of the cause is ongoing. The next status page update will be at 2PM CDT/7PM GMT.
    Posted on 06/29/2017 5:29 PM EDT
    The symptoms below will continue to exist while we continue the investigation. The next update will be tomorrow at 8.00am CDT/12.00pm GMT.

    - Latency when navigating the Webmail interface
    - Slowness upon logging in to the Webmail interface
    - Delayed email delivery
    - Intermittent errors in the Webmail interface ie[SERVERBUG]

    Posted on 06/29/2017 3:08 PM EDT
    We continue to investigate the issue. Email delivery is no longer delayed. Continued symptoms now include:

    - Latency when navigating the Webmail interface
    - Slowness upon logging in to the Webmail interface
    - Intermittent errors in the Webmail interface ie[SERVERBUG]

    The next status page update will be at 4PM CDT/9PM GMT.
    Posted on 06/29/2017 1:15 PM EDT
    We are actively investigating an issue that is negatively impacting email usage for Hosted Email Users. Symptoms may include:

    - Latency when navigating the Webmail interface
    - Slowness upon logging in to the Webmail interface
    - Delayed email delivery
    - Intermittent errors in the Webmail interface ie[SERVERBUG]

    We are currently investigating reports of latency in Webmail when navigating folders and composing messages. Affected users may see a delay when performing actions within Webmail. However, these actions are still performed. Mail delivery is not impacted.

  • Date - 28/06/2017 16:52 - 04/07/2017 07:12
  • Last Updated - 01/07/2017 10:52
Email Delivery Delays (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail & Microsoft Exchange
  • UPDATE: We are continuing to investigate reports of delayed messages. Further updates will be posted as they become available.

    We are aware of an issue that is causing delayed email delivery. Customers are reporting delays between five and fifteen minutes. Further updates will be posted as they become available.

  • Date - 27/06/2017 13:09 - 27/06/2017 17:29
  • Last Updated - 27/06/2017 13:10
Thexyz Webmail (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Our Engineering Team has identified the issue and are actively working towards a resolution.

    In addition to delays in receiving new messages, affected users may also receive a blank text box when attempting to access a message, or an error when accessing mail through the web portal.

    UPDATE:
    We are currently investigating an issue that is causing inbound mail delivery delays to some users on our Hosted Email Environment.Additional updates will be provided as soon as they become available.
     
    We are currently investigating an issue that is causing inbound mail delivery delays to some users on our Hosted Email Environment.Additional updates will be provided as soon as they become available.

  • Date - 26/06/2017 10:02 - 26/06/2017 11:17
  • Last Updated - 26/06/2017 10:03
Maintenance - Control Panel (Resolved)
  • Priority - Low
  • Affecting Other - Email Admin Portal
  • We will be performing a planned maintenance on our Control Panel.

    The maintenance window is scheduled to occur Monday, June 26th, 2017 from 8:00 PM EST to 10:00 PM EST.

    During this time, administrators may experience delays when creating or modifying Hosted Exchange mailboxes.

    We encourage administrators that experience these delays to wait until the maintenance has completed before attempting to resubmit any additional changes.

  • Date - 26/06/2017 20:00 - 08/08/2017 09:28
  • Last Updated - 24/06/2017 10:28
Windows Outlook Client Error (Resolved)
  • Priority - Medium
  • Affecting Other - Microsoft Outlook 2016
  • We are aware of an issue where users are unable to activate new installations of Outlook 2016 email clients from the Control Panel. When running the application, users may receive the following message.

    "Your installation cannot be activated because you have activated up to the limit of your multiple activation key".

    Our team is working diligently to resolve the error. This post will be removed once the issue has been corrected.

  • Date - 22/06/2017 17:19 - 23/06/2017 13:07
  • Last Updated - 22/06/2017 17:19
Internal ServerBug Error in Webmail (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Webmail latency and errors have been mitigated and systems have returned to a normal state. We are actively monitoring the environment to ensure a consistent Webmail experience.

    Additional updates will be provided upon final resolution.

    UPDATE: We have identified the problem and are working towards a resolution. More updates will be posted as they become available.

    We are investigating renewed reports of the following error when accessing Webmail: [SERVERBUG] Internal error occurred. Refer to server log for more informationThis issue does not affect mail delivery.


  • Date - 22/06/2017 17:16 - 23/06/2017 13:06
  • Last Updated - 22/06/2017 17:18
Hardware Replacement Network Maintenance (Resolved)
  • Priority - Medium
  • Affecting Server - SRVR
  • We are hearby informing you of some network maintenance which needs to be carried out this Thursday the 22nd of June, at 5 am. Please find all the details of the intervention below:

    Background

    To improve our services, since the 6th of June 2017, we have been gradually switching some networks to new routers, especially those using our BHS-3A and BHS-3B routers.

    Current situation

    Due to a software malfunction on one of the network cards, which was beyond our control, the previous settings have not changed. We therefore need to force the routing to the new equipment, by entering configuration commands.  

    We also need to update the BHS-3B chassis to make sure that these instructions are registered correctly.

    Intervention

    To ensure minimal impact, the intervention is scheduled to take place during a period of low traffic: Thursday the 22nd of June at 5 am.

    The upgrade is due to take approximately one hour. All the servers will then be routed via BHS-3A, with a possible slight reduction in speed.

    Rest assured that we have put all the necessary measures in place to limit any impact on your services.  

    Please do not hesitate to contact us for any further information.

  • Date - 22/06/2017 05:00 - 22/06/2017 17:18
  • Last Updated - 21/06/2017 09:37
Maintenance - Hosted Exchange Platforms (Resolved)
  • Priority - Low
  • Affecting Server - Exchange
  • As part of our efforts to continually improve our product offerings, we will be performing a maintenance on all of our Hosted Exchange email platforms (2007, 2010, 2013 & 2016). This maintenance is not expected to be customer impacting. We will remove this alert once the maintenance has completed.

  • Date - 16/06/2017 12:10 - 24/06/2017 10:32
  • Last Updated - 16/06/2017 12:12
SharePoint Maintenance Notification (Resolved)
  • Priority - Low
  • Affecting Other - SharePoint 2013
  • As part of our commitment to providing high-performance hosting services, a maintenance has been planned on our network and server equipment. Please read carefully the maintenance schedule details.

    Scheduled date and time - EST
    Friday June 16th 10:00 p.m.
    Monday June 19th 10:00 p.m.
    Tuesday June 20th 10:00 p.m.

    Components affected
    SharePoint 2007, 2010 and 2013 services

    Maintenance duration
    Friday, 4 hours
    Monday, 3 hours
    Tuesday, 3 hours

    Maintenance impact
    Monday and Tuesday, minor service disconnection of few seconds from time to time during the maintenance duration while we perform balancing of resources from our High-Availability configuration.

    Maintenance type
    Routine server maintenance and updates.

  • Date - 16/06/2017 22:00 - 21/06/2017 09:37
  • Last Updated - 05/06/2017 11:55
DDOS attack against DNS servers (Resolved)
  • Priority - Critical
  • Affecting Other - Thexyz Server

  • We are currently experiencing DDOS attack against our DNS servers. This may result in website slow loading or resolving completely.

    The name server affetced are:

    ns1.thexyzserver.com
    ns2.thexyzserver.com
    ns3.thexyzserver.com
    ns4.thexyzserver.com

    We are working closely with our Data center technicals to get this resolved at earliest.

    Thank you for your time and understanding regarding this matter.

  • Date - 19/05/2017 07:41 - 19/05/2017 07:58
  • Last Updated - 19/05/2017 07:43
MobileSync Service Update (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • After May 2017, users that are not on a MobileSync and Drive domain will no longer have access to MobileSync. To maintain MobileSync access, you may upgrade your domain to MobileSync with Drive when it launches in May 2017, upgrade to Hosted Exchange which includes ActiveSync, or use IMAP to receive mail on your phone for free.

  • Date - 01/05/2017 10:26 - 16/06/2017 12:12
  • Last Updated - 01/05/2017 10:34
All Hosted Exchange Platforms (Resolved)
  • Priority - Low
  • Affecting Server - Exchange
  • As part of our efforts to continually improve our product offerings, we will be performing a maintenance on all of our Hosted Exchange email platforms (2007, 2010, 2013 & 2016). This maintenance is not expected to be customer impacting. We will remove this alert once the maintenance has completed.

  • Date - 25/04/2017 12:12 - 05/06/2017 11:55
  • Last Updated - 29/04/2017 23:56
Email Administrator Tools (Resolved)
  • Priority - Medium
  • Affecting Other - Email Admin Portal
  • Our team is aware of an issue that is causing slow performance when navigating and submitting changes in the Administrative Control Panel. Errors may be received during this time in the form of "Communication error. Please refresh the page and try again." We are actively investigating the issue and working towards a solution.

    UPDATE: The issues related to slowness are primarily affecting Hosted Exchange accounts. When submitting changes in Control Panel, the changes are delayed with no ETA. Users may also see the following message when editing Exchange Mailboxes

    "Sorry, the lock status for this mailbox could not be determined"

  • Date - 24/04/2017 11:49 - 24/04/2017 16:35
  • Last Updated - 24/04/2017 12:20
Webmail SSL Warning (Resolved)
  • Priority - Critical
  • Affecting Other - Thexyz Webmail
  • When visiting Webmail you may see a warning that the certficate has expired. Please ignore this warning as the certificate has been renewed and the old certificate seems to be caching. You can proceed through the browser although it may not be recommended. We expect to have this resolved in the next 30 minutes.

  • Date - 19/04/2017 21:59 - 19/04/2017 22:17
  • Last Updated - 19/04/2017 22:01
Planned Maintenance - Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • A portion of the Hosted Email system will be undergoing a maintenance on Tuesday, April 4 from 8:00pm EST - 9:00pm EST. While all measures are being taken to prevent any impact, customers may experience a brief disruption of service during the maintenance window.

  • Date - 04/04/2017 20:00 - 12/04/2017 18:05
  • Last Updated - 29/03/2017 10:56
Hosted Email - Degraded Performance (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • Engineers are actively investigating the degraded performance. Affected users may encounter timeout errors when connecting via webmail and Mail clients such as Outlook.

    More details will be posted as they become available.

  • Date - 28/03/2017 11:21 - 28/03/2017 14:04
  • Last Updated - 28/03/2017 11:22
Planned Maintenance - Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • On March 3rd, a portion of the Hosted Email system will be undergoing a maintenance from 10:00pm EST - 2:00am EST. During this time, redundant services will be relocated within one of our data centers. While all measures are being taken to prevent any impact, customers may experience a brief disruption of service during the maintenance window.

  • Date - 03/03/2017 22:00 - 05/03/2017 15:11
  • Last Updated - 01/03/2017 14:16
Planned Maintenance - Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • On March 3rd, a portion of the Hosted Email system will be undergoing a maintenance from 10:00 pm EST - 2:00am EST. During this time, redundant services will be relocated within one of our data centers. While all measures are being taken to prevent any impact, customers may experience a brief disruption of service during the maintenance window.

  • Date - 01/03/2017 22:00 - 01/03/2017 14:14
  • Last Updated - 01/03/2017 01:48
Archiving Dashboard Errors (Resolved)
  • Priority - High
  • Affecting Other - Email Archiving
  • UPDATE: At this time there are no additional updates. Our team continues to investigate. We will provide updates as more information becomes available or by 3:00PM CST.
     
    We are aware of issues impacting our Archiving service. Affected users may encounter queued archive updates and a proxy error when creating new searches in the Archive Manager.

    We will provide updates as more information becomes available.

  • Date - 28/02/2017 20:17 - 01/03/2017 01:49
  • Last Updated - 28/02/2017 20:18
Planned Maintenance - Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • A portion of our Email system will be undergoing a maintenance from 10:00pm EST through 4:00am EST on February 17, 2017. During this time, redundant services will be relocated within one of our data centers. While all measures are being taken to prevent any impact, customers may experience a brief disruption of service during the maintenance window.

  • Date - 17/02/2017 22:00 - 18/02/2017 13:50
  • Last Updated - 14/02/2017 14:34
Emergency Maintenance - Outbound Mail Filters (Resolved)
  • Priority - High
  • Affecting Other - Outbound Mail Filters
  • At 15:30 EST we will be performing emergency maintenance to our Outbound Mail Filters. There is no expected impact from this change.

  • Date - 20/01/2017 15:30 - 29/01/2017 14:49
  • Last Updated - 20/01/2017 22:21
Email Delivery to Yahoo Recipients (Resolved)
  • Priority - Low
  • Affecting Other - Outbound Email
  • We are aware of an issue that is causing users to receive bounce back errors when sending messages from their email accounts to Yahoo recipients.

    Example of bounce back error:

    : host mta6.am0.yahoodns.net[98.138.112.34] said: 553 5.7.1 [TSS07] Connections will not be accepted from 173.203.187.67, because the ip is in Spamhaus's list; see https://help.yahoo.com/kb/postmaster/SLN5070.html (in reply to MAIL FROM command)

    The cause of this error is due to a range of our IP addresses that had become blacklisted on the Spamhaus blacklist, which Yahoo uses for their services. At this time all listed IP addresses have been removed from the Spamhaus blacklist, but some users continue to report the inability to send email. We are actively engaged with Yahoo to rectify the situation. At this time there is no estimated time of resolution, but we are working to get this resolved as quickly as possible.

  • Date - 09/01/2017 16:29 - 12/01/2017 11:15
  • Last Updated - 09/01/2017 16:30
Webmail login errors (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • On January 4, 2017, our Engineers were made aware of an issue that was causing a disruption for Hosted Email users. The symptoms of this incident included some or all of the following:

    - The inability to access their email accounts
    - The inability to view email messages. While message were not visible, no email was lost

    Our team identified the cause and were able to apply a fix to fully restore email access for all affected mailboxes. Measures were taken to locate and fix all impacted users, but some may still remain in a disruptive state. If an account is identified that still continues to experience problems, please contact support for a resolution.

  • Date - 06/01/2017 20:02 - 14/01/2017 01:26
  • Last Updated - 06/01/2017 20:04
Webmail login errors (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Affected users may experience all or some of the following symptoms:

    - The inability to access their email account
    - The inability to view email messages. While message may not be visible, no email has been lost.

    If a user is experiencing any of the above, please contact support so that this may be resolved.

    Our engineers continue to investigate the subset of users that are unable to access mail through webmail or mail clients (POP/IMAP).

    At this time mail delivery of new mail incoming to mailboxes for users affected by delivery delays has returned to normal.

    UPDATE: Our engineers continue to investigate users that are unable to access mail through webmail or mail clients (POP/IMAP)and a small number of reports of mail bouncing prior to this issue.

    UPDATE: We have received reports of a small subset of user mail delivery delays. Engineering is actively engaged in investigating the current issues experienced.
     
    UPDATE: Our engineers continue to investigate users that are unable to access mail through webmail or mail clients (POP/IMAP). In addition, we've seen a small number of reports of mail bouncing prior to this issue.

    UPDATE: We are receiving reports of issues affecting our hosted email environment. When accessing webmail, a subset of users may experience the error: "An error occurred while logging into your email account. Please try again shortly." We are investigating this issue.
     
    We are receiving reports of issues affecting our hosted email environment. When accessing webmail, a subset of users may experience the error: "An error occurred while logging into your email account. Please try again shortly." We are investigating this issue.

  • Date - 05/01/2017 20:15 - 06/01/2017 20:01
  • Last Updated - 05/01/2017 20:19
Planned Maintenance - Control Panel (Resolved)
  • Priority - Low
  • Affecting Other - Email Admiistration Portal
  • We will be performing a planned maintenance on our Control Panel.

    The maintenance window is scheduled to occur Thursday, January 12th, 2017 from 9:00PM EST to 2:00AM EST.

    During this time, administrators may encounter errors when creating or modifying new Hosted Email mailboxes in the Control Panel, or experience issues logging into newly created mailboxes.

    We encourage administrators that experience these errors to retry the needed action in their Control Panel, and contact their Support Team if issues persist.

  • Date - 12/01/2017 21:00 - 13/01/2017 13:28
  • Last Updated - 04/01/2017 19:58
Hosted Email Login Issues (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Some residual system performance issues are causing webmail and email client access problems for a small subset of customers. Engineers continue to work to restore access to all customers.

    Mail delivery is unaffected.

    We are aware of an issue that is preventing a small subset of users on our Hosted Email environment from being able to access Webmail or connect via mail clients such as Outlook using POP/IMAP.

    Our engineering team is currently investigating the situation.

  • Date - 05/12/2016 12:59 - 05/12/2016 16:26
  • Last Updated - 05/12/2016 14:41
Hosted Email Inbound Delivery Delays (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • UPDATE: Message delivery times have returned to normal, and mail queues have been cleared.

    UPDATE: We continue to experience delays on inbound message delivery. Our engineers are working diligently to improve system performance and restore normal delivery times.

    Delivery delays are currently averaging 11-12 minutes.

    We are experiencing delays on inbound message delivery. Our engineers are actively investigating the issue to bring delivery times back to normal levels.

    Affected users may experience delays of up to 30 minutes when receiving new mail.

  • Date - 05/12/2016 11:44 - 05/12/2016 12:13
  • Last Updated - 05/12/2016 12:13
Microsoft Exchange 2013 (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • We are investigating reports of users on Exchange 2013 unable to access their mail through Outlook Web App. Affected users are able to initially log into OWA, but are kicked out to the login page shortly after.

    We will post additional updates as more information becomes available.

    Mail delivery is not impacted.

  • Date - 19/11/2016 08:39 - 20/11/2016 12:03
  • Last Updated - 19/11/2016 08:39
Microsoft Exchnage 2013 (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • Our operations team is currently implementing a configuration change for the Hosted Exchange 2013 connectivity issues.

    Mail delivery was not impacted by this disruption.

    We are receiving connectivity reports for Hosted Exchange 2013. Affected users receive the error 'server not available' are not able to access their mailbox via Outlook. Users may utilize mobile devices or Outlook Web Access (OWA) to access their mail during this time.

  • Date - 23/10/2016 09:58 - 23/10/2016 13:40
  • Last Updated - 23/10/2016 09:59
Thexyz Webmail (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be performing a maintenance on our Thexyz Webmail and Mobile Apps.

    The maintenance window is scheduled to begin Sunday, October 30, 2016 at 12:00AM EST and will last for approximately 2 hours.

    During this time, users will not be able to send attachments or add attachments to in-draft emails within our Webmail Environment. This maintenance will not impact messages with attachments that are in the users' inbox, sent folder, trash folder, or any user created folders.

  • Date - 30/10/2016 00:00 - 30/10/2016 09:50
  • Last Updated - 20/10/2016 15:53
Datacenter Network Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • Network Operations will be performing maintenance work on a subset of our network devices. The update will take place between 1:00 AM and 8:00 AM EST on October 23, 2016. Thexyz Email, Hosted Exchange, and Control Panel users may experience intermittent connectivity issues during this time, though we expect any disruptions to be minimal.

  • Date - 23/10/2016 01:00 - 23/10/2016 09:58
  • Last Updated - 18/10/2016 08:16
Maintenance on Thexyz Hosted Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be performing a maintenance on Thexyz Hosted Email Platform.

    The maintenance window is scheduled to occur Sunday, October 16, 2016 from 13:00PM EST to 15:00PM EST.

    During this time, users may experience a brief interruption when logging into the Webmail portal. Our team has prepared in advance to ensure minimal impacts.

  • Date - 16/10/2016 13:00 - 17/10/2016 11:27
  • Last Updated - 14/10/2016 16:54
Webmail Connectivity Issues (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Our team has isolated the cause of the login failures and have applied several configuration changes. We are now seeing successful logins. We will continue to actively monitor our systems and provide updates as we approach a final resolution.

    UPDATE: Our engineers are actively working to resolve latency and loading issues within the Webmail portal.

    Affected users may be redirected to a maintenance page and are encouraged to utilize mail clients such as Outlook at this time until the issue is resolved.

    Mail delivery is not impacted.

    UPDATE: Our engineers continue to investigate page loading issues for webmail login pages, and latency within webmail. Affected users will see delays accessing webmail login pages, and may be redirected to a maintenance page. Users are encouraged to utilize mail clients such as Outlook at this time.

    Mail delivery is not impacted.

    We will continue to provide updates as more information becomes available, and will post the next update by 11:45 AM EST.

    We are aware of an issue that is affecting access to Webmail and OWA (Outlook Web Access). Uses may experience latency or errors when attempting to access their email accounts using the Webmail portal. In the meantime, users may connect via email clients and mobile devices to retrieve email.

    Our team is actively investigating the issue. Mail delivery is not impacted.

  • Date - 14/10/2016 09:08 - 14/10/2016 14:39
  • Last Updated - 14/10/2016 12:11
Maintenance on Thexyz Hosted Email (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • We will be performing a maintenance on Thexyz Hosted Email Platform.

    The maintenance window is scheduled to occur Thursday, October 13, 2016 from 9:00PM EST to 11:00PM EST.

    We do not anticipate any impact to users during the maintenance, however, upon completion of the maintenance, users may experience a brief moment of disconnect from their email clients. In such cases please wait a moment and allow the client to reconnect automatically.

  • Date - 13/10/2016 21:00 - 14/10/2016 08:45
  • Last Updated - 12/10/2016 21:13
MS Exchange 2013 (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • We are investigating an issue that is affecting our Exchange 2013 environment. More details will be posted as they become available.

  • Date - 11/10/2016 09:58 - 11/10/2016 10:31
  • Last Updated - 11/10/2016 09:58
Datacenter Network Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • Network Operations will be performing a maintenance to improve the stability and fail over capability of our network through proactive replacement of hardware in one of our data center network devices. The work will take place between 1:00 AM to 7:00 AM EST on October 2, 2016. Hosted Email users may experience intermittent connectivity issues during this time, though we expect any disruptions to be minimal.

  • Date - 02/10/2016 01:00 - 03/10/2016 07:32
  • Last Updated - 29/09/2016 06:13
Webmail - Connectivity (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Affected Users will experience failed log in attempts upon attempting to access Webmail. We recommend to access email via mail clients such as Outlook or via mobile devices as a work around.

    More updates will be posted as they become available.

    We are investigating an issue that is affecting our Hosted Email environment. More details will be posted as they become available.

  • Date - 20/09/2016 11:36 - 20/09/2016 13:10
  • Last Updated - 20/09/2016 11:43
DDoS attack on managed DNS infrastructure (Resolved)
  • Priority - Critical
  • Affecting Other - DNS
  • The load on our DNS servers has normalised and the attack has now subsided.  

    DNS services should start to function normally.

    We will post a detailed RCA in the next few days with all our findings, investigations and history around this service interruption. We apologise for the inconvenience. 

    We are currently experiencing a DDoS attack targeted towards our DNS infrastucture. We currently are mitigating the attack to ensure clients can continue to access Webmail, the admin portal and our website.

    Mail service should not be affected by this, please use alternative URLs to access webmail.

    Webmail - https://thexyz.mymailsrvr.com

    Admin portal https://admin.emailsrvr.com

    We are working in coordination with the datacenter to mitigate this attack as soon as possible. Please follow this thread for more updates.

  • Date - 15/09/2016 09:23 - 16/09/2016 10:03
  • Last Updated - 16/09/2016 10:03
Webmail Connectivity (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Engineering has identified the issue for Webmail connectivity. We are actively working towards a resolution.

    Affected users will experience a lack of connectivity when attempting to access email via the web. Mail clients, such as Outlook and mobile devices are not impacted and are recommended to access your hosted email during the incident.

    Mail delivery is not impacted.

    We are currently investigating an issue impacting connectivity to Webmail for our Hosted Email environment. Impacted users may see one of the following error message:

    "Description: Connection reset by peer" or "Login Failed"

    You are encouraged to utilize mobile devices and desktop mail clients such as Outlook at this time. Mail delivery has not been impacted.

  • Date - 13/09/2016 14:27 - 13/09/2016 15:37
  • Last Updated - 13/09/2016 15:27
Mailbox Connectivity (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • Our operations team is investigating an issue affecting a single mailbox server within our hosted email environment. Users with mailboxes found on this server may experience intermittent connectivity or error messages when connecting to their mailbox.

  • Date - 10/09/2016 09:22 - 10/09/2016 10:53
  • Last Updated - 10/09/2016 09:23
Hosted Email Incident (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • From 03 September 2016, at 23:26 CDT, to 04 September 2016, at 11:13 CDT, engineers worked to resolve an issue with an Email file system in the IAD3 data center. Engineers performed a firmware upgrade to a mailstore, which inadvertently caused the file system to go into read-only mode. We addressed the underlying cause, resolving the issue. During the time of impact, a portion of Email customers were unable to access their mailboxes via client or webmail.

    The affected mailboxes are currently operational, however mail sent during the time of impact may be unavailable. We are currently working to restore messages sent while the server was in read-only mode.

    We do not currently have an ETA for this process to be complete. If you have any questions, please reach out to a member of your support team.

  • Date - 06/09/2016 10:28 - 16/09/2016 10:03
  • Last Updated - 06/09/2016 10:29
Connectivity - Hosted Exchange 2016 (Resolved)
  • Priority - Critical
  • Affecting Server - Exchange
  • Engineering has identified the issue and actively working towards a resolution. Affected Users will experience an error "The mailbox database is temporarily unavailable. Cannot open mailbox Error: ErrorMailboxStoreUnavailable ". Both mail clients such as Outlook and (OWA)Outlook Web Access will be impacted.

    Users may also experience delayed email delivery.

    We are investigating an issue that is affecting our Hosted Email environment. More details will be posted as they become available.

  • Date - 01/09/2016 12:39 - 01/09/2016 18:27
  • Last Updated - 06/09/2016 08:27
Connectivity to Mailboxes (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • There are no further updates at this time. We expect the restore process to last for an extended period of time.

    We are actively engaged in restoring recent mail data for all affected users.

    This process is expected to last an extended period of time and will continue through the night.

    We will provide further updates as they become available.

    Our engineering team has successfully restored connectivity for all affected users.

    These users are now able to connect to their mailboxes but will experience the inability to view messages received since the last backup. Our engineering team is engaged in restoring all of these missing messages.

    Mail delivery has been restored to normal. Previous messages sent to these users would have provided a non-deliverable message to the sender in the event it could not reach the destination mailbox.

    Our engineering team has identified the cause of this issue as a hardware failure. The process to restore connectivity for all affected users is expected to take an extended period of time.

    Affected users will experience a lack of connectivity via email clients, such as Microsoft Outlook and mobile devices. These users will also experience the inability to view messages when logged in to webmail. During this process there is no effective work around.

    Messages sent to these users will provide a non-deliverable message to the sender in the event it could not reach the destination mailbox.

    Our engineering team has identified the cause of this issue as a hardware failure. The process to restore connectivity for all affected users is expected to take an extended period of time.

    Affected users will experience a lack of connectivity via email clients, such as Microsoft Outlook and mobile devices. These users will also experience the inability to view messages when logged in to webmail. During this process there is no effective work around.

    Messages sent to these users will provide a non-deliverable message to the sender in the event it could not reach the destination mailbox.
    We are aware of an issue affecting users in our hosted email environment.

    Affected users will experience a lack of connectivity when connecting via email clients, such as Microsoft Outlook. Impacted users will also not see email messages when logged in to webmail.

    Mail delivery is not affected by this issue.

  • Date - 06/09/2016 08:25 - 06/09/2016 10:28
  • Last Updated - 06/09/2016 08:27
Datacenter Connectivity Interruption (Resolved)
  • Priority - Critical
  • Affecting Other - Thexyz Webmail
  • ssue with connectivity to one of our datacenters. Users may experience password prompts and lack of connectivity to their mailboxes in both webmail and external email clients during this disruption. Mail delivery is not known to be affected at this time.

  • Date - 01/09/2016 08:06 - 01/09/2016 09:01
  • Last Updated - 01/09/2016 08:07
Network Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Webmail
  • Network Operations will be performing a maintenance to improve the stability and fail over capability of our network through proactive replacement of hardware in one of our data center network devices. The work will take place between 3:00AM EST and 7:00AM EST on September 9, 2016. Hosted Email and Hosted Exchange users may experience intermittent connectivity issues during this time, though we expect any disruptions to be minimal.

  • Date - 09/09/2016 03:00 - 12/09/2016 07:55
  • Last Updated - 27/08/2016 15:12
Webmail Connectivity (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Our Operations team have added additional resources which resolved this issue. Users may have to log out and back into webmail.

    Mail delivery was not impacted.

    UPDATE: Our engineering team has made changes that we believe have resolved the authentication and attachment accessibility issues with our Hosted Email environment. We continue to monitor those changes and will post another update upon full resolution of this issue.

    Our Engineering team has informed us that the following services are also being impacted by this issue:
    • POP
    • IMAP
    • SMTP
    • Sync
    Webmail users have been experiencing short 5-10 minute authentication and/or attachment accessibility issues. These issues are caused by poor performance within our authentication infrastructure. Our engineering team has isolated the problem and are working toward a resolution. The exact cause is still under investigation. During this time, affected users will experience the inability to log in to webmail or access attachments within webmail.

    Mail delivery has not been impacted.
    Posted on 08/03/2016 12:28 PM EDT
    We are aware of an issue that is affecting webmail in our hosted email environment.

    Affected users will experience a page loading screen when attempting to log in to webmail. Users will also be unable to view attachments in webmail. As a workaround, impacted users are encouraged to access their accounts via email clients, such as Microsoft Outlook, and mobile devices.

    This does not affect mail delivery.

  • Date - 03/08/2016 13:38 - 04/08/2016 00:06
  • Last Updated - 04/08/2016 05:57
Password Replication (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Engineering has made some changes to stabilize password changes. We will continue to monitor the incident.

    Users who have recently set a new password for their mailbox may notice that the password does not allow access to their mailbox using various connection methods such as mobile devices and desktop clients such as Outlook.

    At this time, Webmail is recommended for users to access email as the work around. We will continue to post updates as they become available.

    UPDATE: Our engineers have identified the cause of the password replication issues and are actively working towards resolution.

    Users who have recently set a new password for their mailbox may notice that the password does not allow access to their mailbox using various connection methods such as Webmail, mobile devices and desktop clients such as Outlook.

    At this time there are no workarounds. We will continue to post updates as they become available.

    Our engineers are investigating reports of password replication for new passwords set within our control panel for a small subset of users. Users who have recently set a new password for their mailbox may notice that the password does not allow access to their mailbox using various connection methods such as Webmail/IMAP/POP/SMTP.

  • Date - 08/07/2016 11:40 - 08/07/2016 15:06
  • Last Updated - 09/07/2016 07:32
Network Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - Email data center
  • We will be performing a non-disruptive maintenance to install a line card in our email data center between 01:00 and 04:00 EST on July 1st, 2016. We have taken precautions in preparation for this maintenance and do not anticipate any disruption of service during this time.

  • Date - 01/07/2016 01:00 - 01/07/2016 11:51
  • Last Updated - 27/06/2016 13:39
Hosted Email Connectivity (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • On 24 June 2016, at approximately 13:50 UTC, our engineers were alerted to an issue affecting Hosted Email in the ORD1 data center. At this time, a potion of customers may experience issues connecting to webmail as well as potential delays in outbound email delivery.

    Additional updates will be provided as new information becomes available.

    We are investigating an issue that is affecting our Hosted Email environment. More details will be posted as they become available.


  • Date - 24/06/2016 14:29 - 24/06/2016 16:57
  • Last Updated - 24/06/2016 15:00
Hosted Email - Connectivity (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We are investigating an issue that is affecting our Hosted Email environment.

    Affected users will experience an error when attempting to log into and or navigating Webmail. The error states "Exception:-21) There was an error processing your request. Please try again shortly." Secondly, users will also experience a lack of connectivity to the hosted email platform via mail clients, such as Outlook.

  • Date - 16/06/2016 09:01 - 16/06/2016 09:17
  • Last Updated - 16/06/2016 09:02
Webmail Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • We will be performing a scheduled maintenance on our Hosted Email Platform.

    The maintenance window is scheduled to occur Wednesday, June 18, 2016 from 1:00 AM to 2:00 AM EST.

    During this maintenance window, customers may experience intermittent connectivity when accessing webmail, email clients, and mobile devices.

  • Date - 18/06/2016 01:00 - 22/06/2016 09:58
  • Last Updated - 16/06/2016 08:52
We are investigating an issue that is affect (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • The issue affecting connectivity to our webmail environment has been resolved. Affected users would have experienced a login error when attempting to access their respective mailboxes via webmail. Errors or issues in connecting from other software clients may have also been experienced. Mailbox users are now able to resume normal operation of their mailbox and webmail. No mail data was lost as a part of this disruption.

    We are aware of an issue that is preventing users from being able to access Webmail. Users that were logged in may have noticed a sudden logout, and new logins are generating a 'Login Failed' error. Users connecting via POP, IMAP, and mobile devices may also be affected. Our team is actively investigating and working diligently on a solution. More updates will be provided as they become available.

    We are investigating an issue that is affecting our Hosted Email environment. More details will be posted as they become available.


  • Date - 23/05/2016 01:51 - 23/05/2016 02:23
  • Last Updated - 23/05/2016 06:54
Domain Database Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Domains
  • Due to a breif Domain Database Outage recently, we will be performing a failover of the current primary database server to a standby to rule out any hardware issues. We will be undertaking the following actions during the maintenance:

        Investigate the offending queries & tables and identify how latency increased suddenly and take relevant preventive measures.

        Review redundancy measures for accessibility to our Data Centre’s in case of corporate network issues and implement the necessary measures.

        Failover to a new database server to rule out hardware issues.


    The maintenance details for this are as follows:

    Saturday, 21nd May 2016
        
    10:30PM EST

    Post failover we will also be running some stress tests / burn-ins on the current primary to identify any hardware issues.

    Affected Services: Domain registrations and DNS changes.

    We apologize for the inconvenience, please feel free to contact our support team in case of any queries.

  • Date - 21/05/2016 22:30 - 23/05/2016 06:53
  • Last Updated - 21/05/2016 12:15
Thexyz Webmail Password Prompts (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • While we continue to investigate the password prompts we recommend to have users access email via Webmail. Mail flow will continue to deliver as normal.

    More updates will be posted as they become available.

    We are currently investigating an issue that is affecting our Hosted Email environment. Users that are connected via a mail client are experiencing password prompts. More details will be posted as they become available.

  • Date - 05/05/2016 12:50 - 05/05/2016 14:06
  • Last Updated - 05/05/2016 12:56
Phishing Email Attempts (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • Our team identified phishing attempt emails which were sent to random users on our hosted email environment. These emails claimed to be from the Internet Corporation for Assigned Names and Numbers (ICANN), which is the organization that coordinates the internet's naming systems.

    These emails state that they require verification to keep a customer's domain active through harmful URL links, in an attempt to gain administrator username and passwords. Please note that these emails are NOT legitimate emails sent by our email hosting service. We have contacted the hosting provider for that phishing site and have confirmed that it has been disabled.

    If you notice emails that contain suspicious links or attachments, please contact the support team to verify if this is a legitimate message or not.

  • Date - 28/04/2016 17:57 - 21/05/2016 12:15
  • Last Updated - 05/05/2016 12:26
US Web hosting outage (Resolved)
  • Priority - Critical
  • Affecting Other - thexyzserver.com
  • We are currently experiencing a network outage in our US Datacenter where clients have website hosting related services.

    Our system administrators are onsite, working with the data center technicians to fix the problem as quickly as possible.

    Email and other application hosting is not affected.


    We apologize for the inconvenience and thank you for your patience and understanding.

  • Date - 28/04/2016 13:08 - 28/04/2016 14:16
  • Last Updated - 28/04/2016 13:15
Upcoming Spam Protection Changes (Resolved)
  • Priority - Low
  • Affecting Other - Spam Filtering
  • From May 9th to May 11th there will be an adjustment made to how we block incoming spam. These changes are intended to comply with industry recommendations and best practices for keeping unwanted spam messages out of your inbox.

    Currently, we allow domain and/or user safe-listed email to be delivered to the intended mailbox whether it passes the initial IP-based check at our inbound servers or not.

    After this change is applied, we will no longer allow domain and/or user safe-lists to override the check against industry approved IP addresses that should not be delivering mail. Safe-lists will still apply to all email that is accepted by the system and will allow users to control whether spam is filtered or not. In other words, email from safe-listed senders will be delivered to the intended mailbox, but only if the message originates from a valid sending IP address. This will enable us to definitively block mail from services across the internet that the legitimate email industry recognizes as abusive.

    If you have any questions about this change, do not hesitate to reach out to your support team.

  • Date - 09/05/2016 00:00 - 21/05/2016 12:15
  • Last Updated - 22/04/2016 09:22
Thexyz Webmail SSL Warning (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • We are aware of the issue with some users connecting to Thexyz Webmail. At this time, impacted users will get an error when attempting to log into their webmail interface.

    Please try using clients such as Outlook or Mac Mail in the meantime.

    You can also access webmail through another URL here.


    Mail delivery is not impacted by this issue.




  • Date - 18/04/2016 20:23 - 19/04/2016 00:49
  • Last Updated - 19/04/2016 06:41
Webmail login issues (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • UPDATE: Our engineering team made a configuration change in which we are seeing positive reports of users being able to log into webmail.

    We will continue to monitor the changes prior to resolving the incident.

    We are aware of an issue that is affecting our Hosted Email environment. More details will be posted as they become available.

  • Date - 16/04/2016 10:18 - 16/04/2016 10:45
  • Last Updated - 16/04/2016 10:34
Webmail Chat Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - Webmail
  • We will be performing a scheduled maintenance on our Webmail application.

    The maintenance window is scheduled to occur Wednesday, April 13, 2016 from 11:00PM to 1:00AM EST.

    During the maintenance window, Webmail users may experience connectivity problems with Webmail Chat but will not lose any data (EG: Recently added Buddies).

  • Date - 13/04/2016 23:00 - 15/04/2016 08:43
  • Last Updated - 10/04/2016 07:33
Website hosting hardware maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - US Web hosting

  • We’d like to inform you of an upcoming server hardware maintenance procedure in the US data center, which is scheduled for, April 4, 2016.

    It is aimed at improving the topological structure of our network and will include changes to the switches and cable installations.

    This will lead to an amped-up switch capacity, an increased network throughput, lower latency and path redundancy, which will immediately translate into a significant overall network speed increase.

    The maintenance procedure will be carried out between 11 AM - 1 PM EST and will include short DNS and website nterruptions.

    We’d like to thank your for your understanding and to assure you that our administrators will do their best to complete the procedure as quickly as possible so as to cause minimum inconvenience to you.

  • Date - 04/04/2016 11:00 - 06/04/2016 12:06
  • Last Updated - 04/04/2016 09:41
False Positive Virus Report (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We are aware of issue impacting inbound and outbound messages containing certain attachments. Users sending emails containing .xlsx files may receive a bounceback mentioning the following:

    "#550 5.7.1 Virus found."

    Our Operations Team have been engaged and are working with our spam filtering vendor to correct this.

  • Date - 21/03/2016 08:58 - 21/03/2016 09:23
  • Last Updated - 21/03/2016 08:59
Mail Delivery Delays (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We are aware of an email delivery delay to our Hosted Email platform. Affected users will experience messages arriving later than expected. All email will still arrive to the destination mailboxes after it is processed through the queue causing delays.

  • Date - 18/03/2016 14:17 - 19/03/2016 16:02
  • Last Updated - 18/03/2016 14:18
Connectivity Issues with Uniregistry (Resolved)
  • Priority - Low
  • Affecting Other - Domains
  • We are currently facing connectivity issues with Uniregistry. Due to this, you may not be able to complete actions that require Registry connections such as: Domain name registrations, renewals, transfers, name server modifications, contact modifications etc.

    The below TLDs are affected.

     

    .audio

    .blackfriday

    .christmas

    .click

    .diet

    .flowers

    .game

    .gift

    .guitars

    .help

    .hiphop

    .hosting

    .juegos

    .link

    .lol

    .photo

    .pics

    .property

    .sexy

    .tattoo

     

     

     

    Please note that this will have no impact on the resolution / working of your already registered domain names.

     

     

     

    We are aware of this and efforts are on to get the issue resolved at the earliest.

     

  • Date - 18/03/2016 09:35 - 21/03/2016 09:23
  • Last Updated - 18/03/2016 09:37
Outlook 2016 - Email Duplicates (Resolved)
Maintenance: Hosted Skype for Business (Resolved)
  • Priority - Low
  • Affecting Other - Skype for Business
  • We will be performing maintenance on our Hosted Skype for Business environment starting on March 5th, 2016 at 10:00AM. The maintenance window is expected to last through 5:00PM. During this time contact list searches will return either no results or incomplete results.

  • Date - 05/03/2016 11:00 - 07/03/2016 08:31
  • Last Updated - 05/03/2016 12:06
Webmail Sending Errors (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We are aware of the issue impacting some Hosted Email users when attempting to send messages within Webmail. Affected users may see the following error when sending:

    TypeError: Cannot read property 'getGroupMembersCount' of null)

    Possible workarounds include:
    - Logout, and log back in, wait a few minutes before attempting to resend the message
    - Replace the Webmail Group with the individual mailboxes the group refers to

    This issue is only impacting outbound mail flow for users receiving this error.

  • Date - 25/02/2016 14:28 - 27/02/2016 10:34
  • Last Updated - 25/02/2016 14:29
Slow Webmail Attachments (Resolved)
  • Priority - High
  • Affecting Other - Webmail
  • We are aware of an issue that is causing slowness when attempting to access email attachments in webmail. Our teams are actively working towards a solution. In the meantime, users may access attachments from email programs such as Outlook or mobiles devices. Email delivery is not affected during this time.

  • Date - 23/02/2016 10:18 - 25/02/2016 14:28
  • Last Updated - 23/02/2016 10:18
Hosted Email and Control Panel (Resolved)
  • Priority - High
  • Affecting Other - Hosted Email
  • On February 26, 2016 from 9:30pm - 10:30pm EST, we will perform maintenance work on a Hosted Email network device. While disruptions will be kept to a minimum, customers may experience intermittent connectivity issues to their email folders and to the Control Panel during this time.

  • Date - 26/02/2016 21:30 - 27/02/2016 10:35
  • Last Updated - 13/02/2016 10:04
Increased Support Times (Resolved)
  • Priority - Medium
  • Affecting Other - Support
  • On 11 February 2016, at approximately 06:00 EST, we began experiencing an issue with access to internal tools. You may encounter increased support times when contacting support. Customer devices and services are not impacted.

  • Date - 11/02/2016 12:42 - 11/02/2016 18:52
  • Last Updated - 11/02/2016 12:43
Hosted Email Sending Error (Resolved)
  • Priority - Critical
  • Affecting Other - Thexyz Webmail
  • UPDATE: Our team has identified the cause of this incident and have applied a configuration change. We are now seeing positive results. Users that may have sent emails during the time of the incident may still receive the error until they have processed. Newly sent emails will be sent successfully. We will continue to monitor the issue and provide additional updates as they become available.

    We are aware of an issue users are experiencing when sending from our Hosted Email environment.


    Affected users will receive the error "451 4.3.5 Sender address rejected: Server configuration error" when attempting to send via email clients (such as Microsoft Outlook), Webmail and mobile devices. There is no effective work around for sending email at this time.

    This issue will only affect outgoing email. Incoming email delivery is working as normal.

  • Date - 28/01/2016 16:32 - 28/01/2016 22:12
  • Last Updated - 28/01/2016 17:13
Sharepoint Search Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - SharePoint
  • We will be performing preventative maintenance on our Microsoft SharePoint environment starting today, January 19th, 2016 at 10:30AM EST. The maintenance window is expected to last through 11:30AM EST. This maintenance requires some databases to be re-indexed. During this time, searches may not yield all results.

  • Date - 19/01/2016 10:29 - 19/01/2016 21:07
  • Last Updated - 19/01/2016 15:57
Connectivity issues with .IN registry (Resolved)
  • Priority - Medium
  • Affecting Other - Domains
  • We are encountering connectivity issues with the .IN Registry. Due to this, you may face intermittent issues in registering, renewing & transferring .IN domain names.
     
    Please note that this will have no impact on your already registered domain names.
     
    We are communicating with the .IN Registry to get this fixed so that the connectivity is restored as soon as possible. 
     
    Please contact our Support Team in case of any further queries. 

     

  • Date - 19/01/2016 15:53 - 27/01/2016 07:52
  • Last Updated - 19/01/2016 15:54
Emergency power supply upgrade (Resolved)
  • Priority - Critical
  • Affecting Other - thexyzserver.com
  • UPDATE: Most of the servers in the US data center were upgraded successfully.
    We are working closely with the DC technicians in order to fully complete the maintenance as soon as possible.

    Intermittent downtime of different services may occur but only for a small group of users until the maintenance is completed.

    We would like to inform you about an upcoming maintenance in our US data center that may take place any time from now or within the next 24 hours.


    We will be performing major power supply upgrade on all servers related to shared hosting accounts on thexyzserver.com and VPS servers at the same Datacenter.

    We will post an update as soon as we get this started and keep you updated on the process. The expected downtime is about 1 hour.

    Thank you for your time and understanding regarding this matter.

  • Date - 13/01/2016 20:02 - 19/01/2016 15:17
  • Last Updated - 15/01/2016 18:12
Exchange and SharePoint scheduled maintenance (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • We will be performing a scheduled maintenance on our Microsoft Exchange 2013/2016 and Hosted Sharepoint environments.

    The maintenance is scheduled to take place January 16th, 2016, between the hours of 7am EST and 5pm EST.

    This maintenance addresses stability enhancements. We have taken precautions in preparation for this maintenance and do not anticipate a disruption of services during this time

  • Date - 16/01/2016 07:00 - 19/01/2016 15:18
  • Last Updated - 14/01/2016 13:48
MX Routing (Resolved)
  • Priority - Low
  • Affecting Other - DNS
  • Over the coming weeks we will be making changes to route all email sent through this system according to the MX record in the public DNS system. By delivering according to MX records for all domains, including domains hosted on the platform, customers have more control over how their mail is routed for delivery. For most customers, this change will be transparent and will have no impact on their email.

    This does mean that we will require all customers receiving email on the hosted platform to have properly configured MX records. Once these changes are complete, we will no longer be able to deliver email internally for domains which do not have properly configured MX records.

    Please contact your support team if you need help with configuring and verifying your MX records.

  • Date - 12/01/2016 13:03 - 27/02/2016 10:35
  • Last Updated - 12/01/2016 13:04
Blackberry Enterprise Server (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • We are aware of an issue causing new Blackberry Enterprise Server activations to fail on our Microsoft Exchange 2013 environment. A smaller subset of customers may also experience mail delivery issues to Blackberry devices. ActiveSync, POP and IMAP connections remain unaffected and can be used as a workaround in the meantime. This only affects Enterprise Server users.

    We are actively investigating this issue and will provide more details as they become available.

  • Date - 11/01/2016 01:00 - 11/01/2016 13:48
  • Last Updated - 11/01/2016 01:01
Thexyz Webmail Login (Resolved)
  • Priority - High
  • Affecting Other - Webmail
  • We are aware of an issue that is affecting logins to our Webmail client. At this time, some users may experience a blank page upon login.

    A workaround is to simply refresh the browser or complete a new login. Access to hosted email is not impacted via mail clients such as Outlook or mobile devices.

    Mail delivery is not affected.

  • Date - 16/12/2015 14:16 - 16/12/2015 17:30
  • Last Updated - 16/12/2015 14:18
Reports of Connectivity Issues (Resolved)
  • Priority - High
  • We have identified that reported connectivity issues were due to an Internet Service Provider that was dropping packets and was seeing high latency. Our Backbone team has been engaged to redirect traffic to resolve this issue.

    We are seeing positive reports of users connecting successfully but we will continue to monitor the situation

  • Date - 15/12/2015 16:45 - 15/12/2015 20:23
  • Last Updated - 15/12/2015 16:45
Thexyz email issues on setup (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We are aware of the issue impacting newly created hosted email mailboxes. Upon logging in users will receive a blank page. Newly created mailboxes are still view-able via clients such as Outlook or on mobile devices.

    Mail delivery is unaffected at this time. Our Engineering team has been engaged and is actively working towards a resolution.

  • Date - 15/12/2015 08:44 - 15/12/2015 09:29
  • Last Updated - 15/12/2015 08:45
Webmail login issues (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Webmail
  • We are aware of an issue which is causing some users the inability to log into Webmail and desktop clients such as Outlook.

    Affected users will see the following error when logging in: "An error occurred while logging into your email account. Please try again shortly."

    As a work around, impacted users are encouraged to access email via mobile devices until access is fully restored.

    Mail delivery is not affected by this issue.

  • Date - 23/11/2015 13:58 - 23/11/2015 14:33
  • Last Updated - 23/11/2015 13:59
Level 3 Connectivty Issues (Resolved)
  • Priority - Low
  • Affecting Other - Other
  • We have received isolated reports of latency /connectivity issues with Level3 ISP which is degrading some users connections to our hosted email environments.

    Thank you for your patience and please contact your ISP for more details.

  • Date - 20/11/2015 15:15 - 20/11/2015 20:33
  • Last Updated - 20/11/2015 15:16
Webmail login issues (Resolved)
  • Priority - High
  • Affecting Other - Webmail
  • UPDATE: Our engineering team has isolated the issue and applied a change that has returned positive results.

    We will continue to monitor the situation and provide further updates as they become available.

    We are aware of an issue which is causing users the inability to log into Webmail.


    Affected users will see the following error when logging in: "An error occurred while logging into your email account. Please try again shortly."

    As a work around, impacted users are encouraged to access email via mobile devices until access is fully restored.

    Mail delivery is not affected by this issue.

  • Date - 19/11/2015 11:40 - 19/11/2015 17:29
  • Last Updated - 19/11/2015 11:41
Network status page (Resolved)
  • Priority - Low
  • Affecting Other - Status page
  • As part of our efforts to continually improve our product offerings, we will be performing scheduled maintenance on our Status Page.

    The maintenance window is scheduled to occur, November 18, 2015 from 6:00PM EST to 6:30PM EST.

    During the maintenance window, the following services may experience brief information inconsistencies:

    Status Page
    Status Page API
    Status Page RSS Feed

    We apologize for any inconvenience this may cause you.

  • Date - 18/11/2015 18:00 - 23/11/2015 10:07
  • Last Updated - 13/11/2015 12:27
MS Exchange 2013 (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • We are aware of, and investigating an issue causing delays in sending outbound email from our Exchange 2013 environment. Users will see intermittent outbound message delivery. Sent mail is not lost at this time, only delayed.

  • Date - 12/11/2015 07:54 - 12/11/2015 08:55
  • Last Updated - 12/11/2015 07:54
MS Exchange 2013 (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • UPDATE:  This issue has been resolved. Connectivity to email clients, such as Microsoft Outlook, Outlook Web Access and mobile devices has been fully restored.

    Our engineering team has applied a configuration change to resolve this issue.

    Affected users are encouraged to restart their email clients, mobile devices, and attempt to log back in to Outlook Web Access to restore connectivity.

    We are aware of an issue which is causing users the inability to connect to our Microsoft Exchange 2013 environment. Affected users will experience page load time outs as well as a lack of connectivity via email clients, such as Microsoft Outlook, and mobile devices. There is no alternative method to access mail for impacted users. Mail is still being delivered to mailboxes at this time.

  • Date - 10/11/2015 12:49 - 11/11/2015 09:37
  • Last Updated - 10/11/2015 16:21
Thexyz Email Admin CP (Resolved)
  • Priority - Low
  • Affecting Other - Administrator Tools
  • We are aware of an issue that is affecting the administrative Control Panel. Users may notice delays when submitting changes to Exchange 2010 and Exchange 2013 accounts. Changes are taking 15 minutes or longer to fully process. Our Engineers are actively working to resolve these delays. Email is not affected at this time.

  • Date - 09/11/2015 13:24 - 10/11/2015 09:00
  • Last Updated - 09/11/2015 13:25
Microsoft Outlook 2016 - Public Folders (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • We are aware of a bug in Outlook 2016 (for Windows) that affects public folder connectivity for Exchange 2010 users. Our partners at Microsoft have confirmed that a future patch release will be provided to address this bug. There is no timeline available for this release currently. In the meantime, Outlook 2016 users who require access to public folders are encouraged to use OWA (Outlook Web Access). If you have any additional questions or concerns, please contact your support team.

  • Date - 15/10/2015 10:27 - 15/04/2016 08:43
  • Last Updated - 09/11/2015 11:39
ownCloud server (Resolved)
  • Priority - Critical
  • Affecting Other - ownCloud Canada
  • We are currently looking into an issue with connectivity at our Canadian ownCloud datacenter. We will update you once we know more.

  • Date - 02/11/2015 13:34 - 03/11/2015 11:39
  • Last Updated - 09/11/2015 11:39
Thexyz Email (Resolved)
  • Priority - High
  • Affecting Other - Webmail
  • UPDATE: Our Engineering Team and Networking Team are actively engaged with Gmail directly to find a solution.

    Customers that receive the error "421 4.4.0 [internal] no MXs for this domain could be reached at this time", messages sent during this time will re-attempt to deliver for up to 8 hours.

    We will continue to post updates as they become available.

    We are aware of an issue that is impacting users when sending or forwarding email to Gmail. Customers will receive a bounce message with the error 421 4.4.0 [internal] no MXs for this domain could be reached at this time. Our engineering team is activating.

  • Date - 23/10/2015 16:39 - 24/10/2015 08:23
  • Last Updated - 26/10/2015 08:23
Scheduled Maintenance - Exchange 2013 (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • We will be performing a non-disruptive maintenance on our Microsoft Exchange 2013 environment.

    The maintenance window will begin the morning of October 26th, 2015 and complete on October 30, 2015.

    This maintenance addresses stability enhancements. We have taken precautions in preparation for this maintenance and do not anticipate any disruption of service during this time.

  • Date - 26/10/2015 08:21 - 10/11/2015 09:01
  • Last Updated - 26/10/2015 08:22
UltraDNS Residual Impact (Resolved)
  • Priority - Medium
  • Affecting Other - DNS
  • We are aware that a portion of customers may be experiencing residual issues related to a recent service disruption for third party DNS provider UltraDNS. Due to the nature of DNS, some customers may continue to experience residual impact, including intermittent connectivity and DNS record resolution issues, for up to 24 hours.

    A major internet provider, Ultra DNS who provides DNS services is currently experiencing a service disruption, which is not only impacting our hosted email environment, but other applications and websites across the internet . Until this disruption is resolved, users may experience errors or intermittent connectivity to all of our products and websites.

  • Date - 16/10/2015 11:27 - 21/10/2015 15:21
  • Last Updated - 16/10/2015 11:29
Thexyz Email Admin CP (Resolved)
  • Priority - High
  • Affecting Other - Administrator Tools
  • UPDATE: We have identified the errors are related to the REST API.

    Affected admins will continue to experience errors when attempting to log into the control panel.

    Our control panel team is actively seeking a resolution.

    We are aware of an issue that is causing admins to experience errors when attempting to log in to the control panel.


    Affected users may see "The page isn't redirecting properly" or "The webpage has a redirect loop".

    There are no alternatives to accessing the control panel at this time.

    Our control panel team is actively seeking a resolution. We will provide further updates as they are available.

  • Date - 13/10/2015 15:52 - 13/10/2015 17:15
  • Last Updated - 14/10/2015 09:15
Webmail Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - Webmail
  • As part of our efforts to continually improve our product offerings, we will be performing a scheduled maintenance on our Webmail application.

    The maintenance window is scheduled to occur October 15th from 2:00 am EST until 3:00 am EST.

    During the maintenance window, Webmail users may receive an error when attempting to compose, reply to, or forward an email containing an attachment. In this case, the email will not be sent.

  • Date - 15/10/2015 02:00 - 23/10/2015 16:42
  • Last Updated - 01/10/2015 08:35
Scheduled Maintenance - Control Panel (Resolved)
  • Priority - Critical
  • Affecting Server - Exchange
  • As part of our efforts to continually improve our product offerings, we will be performing a scheduled maintenance on our Control Panel.

    The maintenance window is scheduled to occur, October 1, 2015 from 11:00PM EST to 12:00AM EST.

    During the maintenance window, the Control Panel and SOAP / REST APIs will experience brief service interruptions where administrators will not be able to log into the applications and make changes.


    Webmail functionality will also experience brief service interruptions during this maintenance window which include users not being able to perform: mailbox password changes, vacation auto-reply updates, updates to mailbox filter settings, viewing company directory, managing spam settings, and using login-as functionality.

  • Date - 01/10/2015 23:00 - 23/10/2015 16:42
  • Last Updated - 25/09/2015 09:06
Microsoft Exchange - Connectivity (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • Our team is actively working to resolve the connectivity issues. Affected users are encouraged to access the Outlook Web App as an alternative while we continue working towards a resolution.

  • Date - 24/09/2015 09:49 - 24/09/2015 10:19
  • Last Updated - 24/09/2015 09:50
Scheduled Maintenance - Control Panel (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Control Panel
  • As part of our efforts to continually improve our product offerings, we will be performing a scheduled maintenance on our Control Panel. The maintenance window is scheduled to occur, September 19, 2015 from 11:00PM EST to 11:30PM EST. During the maintenance window the following functionality will not be available for use: Webmail site customization, Control Panel site customization, upgrades, viewing & paying invoices. Customers who have custom webmail and/or control panel sites may see customizations revert back to default settings during the maintenance window. Once the maintenance work has been completed, all site customization and Control Panel functionality will be fully restored.

  • Date - 19/09/2015 23:00 - 01/10/2015 08:34
  • Last Updated - 14/09/2015 13:32
Webmail login issues (Resolved)
  • Priority - Critical
  • Affecting Other - webmail
  • We have identified an issue that is resulting in users unable to access the webmail interface. Users may also experience errors upon login. We are currently investigating the situation and will have it resolved as soon as possible. Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 03/09/2015 21:04 - 03/09/2015 21:41
  • Last Updated - 03/09/2015 21:06
Connectivity-Hosted Email (Resolved)
  • Priority - Critical
  • Affecting Other - Webmail
  • UPDATE: Our engineers are actively working on the resolution to this issue. The previously mentioned configuration changes have resulted in positive reports. Some users may still be experiencing residual connectivity issues at this time. Affected users may need to restart their clients in order to restore connectivity.

    We will continue to monitor the situation and provide updates as they become available.

    UPDATE: Our engineers are continuing to investigate this issue. They have made a configuration change to restore client functionality via POP/IMAP/SMTP. Users may need to restart their clients in order to restore connectivity.

    At this time, users may still be unable to connect to Webmail or the Control Panel. We will continue to update you with more information once it is available.

    UPDATE: We have engaged our engineers to investigate the connectivity issues in our environment. At this time, users may be unable to connect to control panel and email accounts. We will update you with more information once it available.

    We have received isolated reports from some users who are experiencing connectivity issues to our Hosted Email environment. We are currently investigating the situation and will have it resolved as soon as possible.


    Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 26/08/2015 08:46 - 26/08/2015 17:53
  • Last Updated - 26/08/2015 14:43
Connectivity-Control Panel (Resolved)
  • Priority - High
  • Affecting Other - Administrator Tools
  • UPDATE: We have engaged our engineers to investigate the connectivity issues in our environment. At this time, users may be unable to connect to control panel and email accounts. We will update you with more information once it available.

    We have received isolated reports from some users who are experiencing connectivity issues to our Control Panel. We are currently investigating the situation and will have it resolved as soon as possible.


    Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 26/08/2015 08:51 - 26/08/2015 17:53
  • Last Updated - 26/08/2015 09:34
Connectivity - Microsoft Exchange 2013 (Resolved)
  • Priority - Critical
  • Affecting Server - Exchange
  • UPDATE: Engineers are engaged to research the cause of this incident. Customers may experience time-outs or disconnections. During this time, customers that experience this impact are advised to re-authenticate to their mailboxes to attempt to restore connectivity.

    UPDATE: Our engineers continue to investigate the connectivity issues impacting a portion of Managed Exchange customers in the IAD region. At this time, Exchange 2013 customers may experience intermittent connection issues with their mailboxes using OWA and desktop email clients.

    We have received isolated reports from some users who are experiencing connectivity issues to our Microsoft Exchange 2013 environment. We are currently investigating the situation and will have it resolved as soon as possible.

  • Date - 20/08/2015 13:01 - 20/08/2015 16:49
  • Last Updated - 20/08/2015 16:24
COM, .NET Unavailability Notice (Resolved)
  • Priority - Low
  • Affecting Other - Domains
  • The .COM, .NET Registry has announced the following downtime:

    Maintenance Details:
    Date: Sunday, August 16, 2015

    Time:  20:00 PM - 20:45 PM EST
               06:30 AM - 07:15 AM ( 0630 hrs - 0715 hrs) IST

    Duration: 45 Minutes
     
    During the above maintenance window, you would not be able to Register, Renew, Transfer, Manage or perform Whois lookup for .COM /.NET domain names. This outage shall have no impact on the resolution/working of your already registered domain names.

     

    Please feel free to get in touch with our Support team, in case of any questions.

  • Date - 16/08/2015 20:00 - 20/08/2015 16:25
  • Last Updated - 14/08/2015 09:38
MS Exchange 2013 (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • UPDATE: All systems are performing optimally at this time. Our team continues to closely monitor network traffic and connectivity. Thank you for your continued patience while we work towards a solution.

    UPDATE: Our Exchange 2013 environment has stabilized and customers are reporting successful connections to their mailboxes. While we have not completely resolved the load balancing issue as of yet, we will continue to monitor traffic loads and mitigate issues as necessary over the next 24 hours

    UPDATE: Our engineers have implemented a solution to the load balancing incident, which appears to have resolved the issue. We will continue to monitor this matter in order to confirm resolution.

    UPDATE: We continue to work with our vendor to research the underlying issues with load-balancing. Our team is working to resolve this issue with the highest priority.

    UPDATE: We are receiving inconsistent performance results from our F5 load balancer. We have escalated this matter to our F5 partner, and are actively working through a number of options that will help us in fully restoring all connections. We are working diligently to have this resolved as soon as possible. Thank you for your continued patience.

    We have identified the cause of connection issues to be with our F5 load balancer which is responsible for evenly distributing network traffic to the Exchange 2013 environment. Although, we have received some positive reports of connections to the environment we are still not in the clear. We are actively monitoring and applying fixes to the F5 load balancer.


  • Date - 11/08/2015 13:34 - 13/08/2015 08:47
  • Last Updated - 12/08/2015 10:57
SharePoint Intermittent Connectivity (Resolved)
  • Priority - High
  • Affecting Other - SharePoint
  • UPDATE: Our engineers have implemented a solution to the load balancing incident, which appears to have resolved the issue. We will continue to monitor this matter in order to confirm resolution.

    UPDATE: Our engineers are currently implementing a change in an effort to resolve the current issues. We appreciate your patience as we continue to look for the root cause of this matter. We will provide the next update once the change is complete.

    Due to the intermittent connectivity issues that we are experiencing with our Microsoft Exchange 2013 environment, SharePoint users may be impacted as well. Users may notice degraded performance while navigating their work space. We are working closely with our vendor to resolve this. We will provide the next update in 30 minutes.

  • Date - 12/08/2015 08:34 - 13/08/2015 08:47
  • Last Updated - 12/08/2015 08:37
Connectivity-Microsoft Exchange 2013 (Resolved)
  • Priority - High
  • Affecting Server - Exchange
  • We have received isolated reports from some users who are experiencing connectivity issues to our Microsoft Exchange 2013 environment. We are currently investigating the situation and will have it resolved as soon as possible.

    Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 10/08/2015 14:28 - 10/08/2015 17:55
  • Last Updated - 10/08/2015 14:29
CIRA Registry Maintenance Notice (Resolved)
  • Priority - Low
  • Affecting Other - .ca Domains
  • The CIRA Registry has announced the following scheduled maintenance :

    Maintenance Details:
    Date: Thursday, 6th August , 2015
    Time: (2030 hrs - 2230 hrs) EST
    Duration: 2 Hours

    During the above maintenance window, you would not be able to register, renew, transfer, manage or perform Whois lookup for TLDs under CIRA Registry. Please note that you may experience intermittent connection resets. Please feel free to get in touch with our Support Team, in case of any queries.

  • Date - 06/08/2015 20:30 - 11/08/2015 14:54
  • Last Updated - 05/08/2015 08:07
Admin Control Panel Errors (Resolved)
  • Priority - High
  • Affecting Other - Administrator Tools
  • We have received isolated reports from some users who are experiencing issues adding certain objects such as Distribution Lists & Resources within the Control Panel. We are currently investigating the situation and will have it resolved as soon as possible.

    Additional updates will be posted as they become available.

  • Date - 28/07/2015 17:16 - 29/07/2015 18:25
  • Last Updated - 28/07/2015 17:17
Connectivity - Microsoft Exchange (Resolved)
  • Priority - Medium
  • Affecting Server - Exchange
  • We have received isolated reports from some users who are experiencing connectivity issues to our Microsoft Exchange 2013. We are currently investigating the situation and will have it resolved as soon as possible.

    Additional updates will be posted as they become available.

  • Date - 22/07/2015 11:50
  • Last Updated - 22/07/2015 12:06
Administrator Tools (Resolved)
  • Priority - High
  • Affecting Other - Email admin panel
  • We have received notification of customers receiving an error of "Service temporarily unavailable. Please try again later". We are currently aware of the issue and working towards a resolution.

  • Date - 21/07/2015 10:55 - 21/07/2015 11:30
  • Last Updated - 21/07/2015 10:56
UK Data Center expansion (Resolved)
  • Priority - Low
  • Affecting Other - UK web servers
  • We would like to inform you about an upcoming large scale UK Data Center expansion during the next 2 weeks. This is due to additional data center capacity required and to ensure maximum reliability of our network. Unforuntalery we are forced to work only during business hours due to security policies in our data center. The expected downtime is about 5 minutes for a reboot.

    Here is a general schedule of the procedures we will perform:

    1. We will setup new server racks, upgrade the network and add new basic DDOS / flood protection devices
    - the expected downtime here would be up to an hour.
    2. Once this is done we will begin to physically migrate servers over from the old data hall to the new data hall. Starting with the storage servers - the expected downtime here would be up to 30 minutes per storage server
    3. The next step is to migrate the database servers - the expected downtime here is again about 30 minutes per database server
    4. The last but not least will be migrating the web servers.
    - We will have all website data setup on place in advanced and therefor the expected downtime per web server is about 5 minutes for a reboot.

    Thank you for your time and understanding regarding this needed network improvement.

  • Date - 07/07/2015 09:01 - 21/07/2015 10:56
  • Last Updated - 05/07/2015 09:08
Downloads in Control Panel (Resolved)
  • Priority - Low
  • Affecting Other - Thexyz Control Panel
  • We have identified an issue within the Control Panel and user control panel which is preventing users from downloading Outlook Desktop Clients. We are currently investigating the situation and will have it resolved as soon as possible.

    Thank you for your patience and additional updates will be posted as they become available.

    UPDATE: Email client downloads are now fully operational in control panel.

  • Date - 30/06/2015 08:42 - 01/07/2015 09:13
  • Last Updated - 01/07/2015 09:13
Webmail Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - Webmail
  • As part of our efforts to continually improve our product offerings, we will be performing a scheduled maintenance on our hosted webmail environment. This maintenance will directly impact the auto-saved contacts feature in webmail. During this time Webmail will continue to function, but newly added contacts will not be automatically saved. We recommend waiting until the maintenance has completed before making any changes to contact lists in webmail.

    The maintenance window is scheduled to occur, June 19 2015 from 2:00AM EST to 4:00AM EST.

    During the maintenance, a brief interruption may occur causing users to be logged out of webmail. Users may re-enter their credentials to log back in. Connections via mobile devices and email programs such as Outlook will not be affected.

  • Date - 19/06/2015 02:00 - 19/06/2015 04:00
  • Last Updated - 19/06/2015 14:05
Sharepoint Search Maintenance (Resolved)
  • Priority - Medium
  • Affecting Other - SharePoint
  • We will be performing preventative maintenance on our Microsoft SharePoint environment starting tonight, June 19th, 2015 at 9:00PM EST and will last through the weekend. This maintenance requires some databases to be re-indexed. During this time, some searches may not yield all results.

  • Date - 19/06/2015 21:00 - 05/07/2015 09:10
  • Last Updated - 19/06/2015 14:04
Email Delays (Resolved)
  • Priority - Critical
  • Affecting Other - Email
  • We have identified a queue of email messages on one of our servers that is causing email delivery to be delayed for some users. We are actively working to resolve the situation.

    Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 18/06/2015 11:18
  • Last Updated - 18/06/2015 15:18
Email Delays (Resolved)
  • Priority - High
  • Affecting Other - Webmail and Exchange
  • We have identified a queue of email messages on one of our servers that is causing email delivery to be delayed for some users. At this time, emails are being delayed for up to 30 minutes. We are actively working to resolve the situation.

    Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 17/06/2015 12:52
  • Last Updated - 18/06/2015 08:52
Outgoing email delays (Resolved)
  • Priority - Critical
  • Affecting Server - Exchange
  • We have received reports of messages being delayed for some users. We are currently investigating the situation and will have it resolved as soon as possible.

    We identified a server that contained a queue of sent messages. At this time some users may experience delays in sent email for up to an hour.

    The troubled server has been pulled out of rotation at this time. This may cause users to see newer messages received with no delay, but older messages may have a delay of up to two hours.

  • Date - 11/06/2015 12:48
  • Last Updated - 15/06/2015 12:21
TCP-SYN flood attack (Resolved)
  • Priority - Critical
  • Affecting System - DNS
  • We are currently facing an TCP-SYN flood attack on the certain DNS servers for which the DNS records (A, MX, PTR, etc...) could not be fetched. This may be affecting a small amount of customers with domains hosted on our DNS servers. Thexyz Blog is also unavailable at this time.

    If you have any trouble accessing webmail, you can try flushing your cache or the alternative url: https://mail.emailsrvr.com

    We are working in co-ordination with the data center to mitigate this attack as soon as possible. Please follow this thread for more information.

    Update: We have applied global filters on the IP address "162.222.226.133" in which we have noticed the attack. You should not face any issues on other IP addresses of this range "162.222.226.0/24".

    All our IP's have been removed from Null Route.

    The DNS services should be completely functional now.

    Thank you for your patience and cooperation.

    Please feel free to contact us, should you have any further doubts or issues.

  • Date - 09/06/2015 06:22
  • Last Updated - 09/06/2015 18:22
Thexyz Webmail (Resolved)
  • Priority - High
  • Affecting Other - Mailbox Data
  • Earlier today we performed a maintenance on our Hosted Email environment. Upon completion of this maintenance we received reports that some users were unable to view email data in their email accounts. We are currently investigating this issue and are actively working towards a solution to ensure all mail data is viewable again.

    Thank you for your continued patience as we worked to find a resolution to this issue. Our engineers are working to implement a fix that will restore the messages of the affected mailboxes to their original state, but we want to inform you that this process will take some time. While there is no current eta, we will continue to post updates until this issue has been resolved.

    The process to return the affected mailboxes to their original state is still running. We are currently at a 29% completion rate. Thank you for your patience and we apologize for any inconvenience this has caused.

    On Sunday morning, we performed a maintenance to our aggregate routing layer in our Chicago datacenter. Upon completion of the maintenance, approximately 1% of hosted mailboxes lost connection to their existing mail data. Our Engineers have initiated an operation to reconnect these mail stores to the affected mailboxes. We are currently at 40% completion and expect all connections to be completed by mid-day tomorrow. We are actively pursuing alternative methods to accelerate this process and will continue to post updates as available. All users can still send/receive new messages.

  • Date - 18/05/2015 06:20
  • Last Updated - 23/05/2015 04:13
Control Panel Exports/Imports (Resolved)
  • Priority - Medium
  • Affecting Other - Email admin panel
  • We have identified an issue within the Control Panel which is preventing users from being able to export and import information from within the control panel. We are currently investigating the situation and will have it resolved as soon as possible.

    Thank you for your patience and additional updates will be posted as they become available.

  • Date - 31/03/2015 08:06
  • Last Updated - 24/04/2015 09:44
Blackberry red X when sending (Resolved)
  • Priority - Medium
  • Affecting Other - Exchange 2013
  • We have received reports that some Exchange 2013 users are receiving a red X when trying to send messages in BES. The reports have been intermittent. A current work around is having the user resend the message. Thank you for your patience while we investigate this issue.

  • Date - 06/02/2015 13:27
  • Last Updated - 29/03/2015 11:49
Webmail Issues (Resolved)
  • Priority - Critical
  • Affecting Other - Thexyz Webmail
  • We have received isolated reports from some users who are experiencing issues in our Hosted Email environment when connected to webmail. We are currently investigating the situation and will have it resolved as soon as possible.

    Additional updates will be posted as they become available. Thank you for your patience.

  • Date - 27/02/2015 11:49 - 27/02/2015 12:44
  • Last Updated - 27/02/2015 11:50
Maintenance - Service Interruption (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Webmail
  • As part of an ongoing effort to maintain our data center infrastructure, the Hosted Email team will be performing software upgrades on a portion of our network switches. This will result in intermittent service disruptions during the maintenance window.

    The maintenance is scheduled for March 1st, from 2am to 5am ET. We will have a subsequent maintenance on March 21st.

  • Date - 01/03/2015 02:00 - 09/06/2015 18:27
  • Last Updated - 17/02/2015 09:37
Upgrade/Downgrade Migrations (Resolved)
  • Priority - Low
  • Affecting Other - Upgrade/Downgrade Migrations
  • Please be advised that we will not be running any upgrade or downgrade migrations on Monday, January 26, 27, 28, 2015. This includes: platform changes, domain renames, mailbox renames and Exchange upgrades. Our Engineers will be performing scheduled maintenance. We will resume scheduling upgrade or downgrade migrations on January 29th, 2015. This does not include our MigrationWiz tool that will continue to function as normal for migrating new accounts. 

  • Date - 26/01/2015 09:53 - 29/01/2015 00:00
  • Last Updated - 31/01/2015 11:11
Archiving Emergency Maintenance (Resolved)
  • Priority - Critical
  • Affecting Other - Email Archiving
  • We are currently performing an emergency maintenance on our email archiving solution.

    The maintenance is expected to continue through 10:30pm EST, January 28th, 2015.

    During this maintenance, users may be unable to search. Users may also be returned to the login page and prompted to re-authenticate. If this is experienced, users should be able to re-access the archive within 5 minutes.

    Thank you for your patience.

  • Date - 28/01/2015 18:10
  • Last Updated - 29/01/2015 10:22
Email Delays (Resolved)
  • Priority - High
  • Affecting Other - Thexyz Email
  • We have received reports of some users experiencing delayed email. We have identified the issue and are currently processing the queue. We sincerely appreciate your patience during this time. We will provide an update when mail delivery is processing normally.

  • Date - 26/01/2015 14:31 - 26/01/2015 14:44
  • Last Updated - 26/01/2015 14:55
Chat System Maintenance (Resolved)
  • Priority - Low
  • Affecting Other - Webmail Chat
  • Our chat system will undergo a scheduled maintenance on Sunday, January 18th, 2015 between 12:30am and 1:00am Central Time. This event does not require any action on your behalf.  During this period you may not be able to use the live chat feature.  We apologize for any inconvenience this may cause you. If you have any questions or concerns, please contact a member of your support team

  • Date - 18/01/2015 00:30 - 18/01/2015 01:00
  • Last Updated - 26/01/2015 09:57
Chat Window not Scrolling (Resolved)
  • Priority - Low
  • Affecting Other - Webmail Chat
  • We are aware of an issue within our chat system where the window does not auto-scroll after a reply. You can manually scroll to see a reply. We are actively investigating a fix for this. Thank you for your patience.

  • Date - 16/01/2015 18:52 - 17/01/2015 13:21
  • Last Updated - 18/01/2015 18:48
Application Connectivity (Resolved)
  • Priority - Medium
  • Affecting Other - Thexyz Email
  • We have received isolated reports from some users who are being prompted for their login credentials when using an email application. We are currently investigating the situation and will have it resolved as soon as possible.

    Additional updates will be posted as they become available. Thank you for your patience.

    UPDATE: The issue is still under investigation. Please continue to use webmail to send and receive your email. Thank you for your continued patience.

    This issue has been resolved. Thank you for your continued patience.


  • Date - 29/12/2014 18:05
  • Last Updated - 29/12/2014 21:13