Keith Stevenson

All, Thanks for the posts. Our devs have identified 2 issues which we are working on . We hope to be able to patch shortly and will post an update every 15 minutes with our progress. Kind Regards

All, Thank you for the posts. We are investigating and will post an update shortly. Kind Regards Keith Stevenson

@PeterL Are you able to login now. (And if not same questions as above, does beta instead of live work and does error still exists after clearing browser cache) Kind Regards

@JeremyCan you confirm you get same error on beta.hornbill.com and admin.hornbill.com for your instance Kind Regards

@JeremyCan you refresh and try again and let us know. Kind Regards

@JeremyCan you try this outside of your network Kind Regards

Dear @Hiten Thanks for the post. This will be because the detected language for the end users doesnt have any translation strings (Looks like you have English (British) but not English (American). To resolve the issue you will need to add Translation strings for the given text under https://admin.hornbill.com/INSTANCENAME/portalsadv/language/ You can also Disable any languages you dont have translations for , this will ensure that only the default of English (British) is used via https://admin.hornbill.com/INSTANCENAME/language/settings/ Kind Regards Keith Stevenson

Dear @Sarah Arrindell We noticed a stuck process. This has now been unstuck. If you can confirm that mail is now incomming Kind Regards Keith Stevenson

@Adrian Simpkins Not entirely sure 2020 existed.. Will get an update and post back shortly. Kind Regards Keith Stevenson

Dear Adrian, The Email is from the below Mail Server we just received it and showed it . Unfortunately there is no other information (The IP shown is for a range inside the NHS org and not one of ours). Received: from Prefilter-postMTA1.emailsecurity.trendmicro.eu (prefilter-postmta1.emailsecurity.trendmicro.eu [150.70.236.137]) by live.hornbill.com (Postfix) with ESMTPS id 83556140175 for Kind Regards Keith Stevenson

Jamie, We can confirm that this has now been resolved. Kind Regards Keith Stevenson

Jamie, Thanks for the post. We can confirm that we can replicate the issue and are investigating. Will post an update as soon as we find something. Kind Regards Keith Stevenson

Mike, Can you Direct Message me with a Date\Time and Recipient that you sent to that failed to send over TLS and we can check the recipients server . Kind Regards

Andy, Thanks for the post. If you do to https://admin.hornbill.com/INSTANCE/email/direct/ you can see a list of all sent emails via Direct Outbound and all have a status (Same Red\Green envelope with Audit Trail as per normal mailbox) Kind Regards Keith Stevenson

Joshua, We can inform you that our developers have identified and resolved the issue which will be included in the next planform release. We will post when this is complete. Kind Regards Keith Stevenson

Joshua. Our development team are investigating as it appears to be issue with the TLS handshake and supported TLS versions. Weirdly out of over 6000 different email servers (2000 if you count Outlook and all its load balancers as 1) we connect to every day to send email (Across all instances) ,this is the only one we see this issue with (You and 1 other customer both send to a recipeint hosted on this and both fail). We will update you with our findings as soon as possible. Kind Regards

Joshua Thanks for the logs. The good news is that does now fail within 1 second so not the timeout issue. WIll look at why. Kind Regards Keith Stevenson

Joshua. Thanks for the reply. That does now return instantly as we would expect. Do you see any further failed deliveries. Kind Regards Keith Stevenson

Dear Joshua We have reviewed the above and the problem appears to be the SMTP Server behind seg.trustwave.com taking on average between 2 and 3 minutes to respond to the Start TLS command and therefore our SMTP client timing out (Normally this should be completed within seconds) . This can be seen by running the below if you have openssl installed. At this point we would recommend contacting the Administrator of the below server and asking them to reduce the time it takes to perform the TLS handshake to < 30 seconds. Kind Regards Keith Stevenson openssl s_client -connect seg.trustwave.com:25 -starttls smtp

All, Thanks for the posts. We can confirm that we have replicated the issue and investigating. Kind Regards Keith Stevenson

@Chris Bardell @Adrian Simpkins We have made some changes this morning. Can you confirm that performance is now once again as expected. Kind Regards

@Adrian Simpkins Just seen your test and it appears OK so could be 2 different issues (Are you on the same N3 network? ) were you still experiencing the issue when you performed the test.. Will have a closer look at your instance whilst I wait your response. Kind Regards Keith Stevenson

Compare that to me testing the same from our Germany DC. Given the above and below . This is your network and any delay with the above will add signifcant slow down for every API.. IF your are both on N3 then you should escalate internally.

Ive just seen @Chris Bardelltest. This looks like your network connection (For the UK we normally see everything in Network < 20 ms) and as shown below all the services are responding very quickly. (The API Resonder is internal so not back to you which is why its OK and the Global Configuration is from you to another server which is why its long..)

All, Thanks for the posts. We are not seeing anything unexpected in load (No instance\Node or service). Can you raise this via hornbill.com/support as that will fire the Instance Health check and show us any problems from your browser. The only thing both of you have in common is that your are both NHS (Different DBs, different nodes, different HVs ourside so unlikely to be a common cause) . Are you both on the N3 network? Kind Regards Keith Stevenson