Email Notification Errors in mailbox

[Guest Paul Alexander]

Hi 

we've got a lot of emails in our inbox saying:

Hornbill ESP POP3 delete failure

I can't see that they've caused any actual problems, but could they be looked at please? They're all in our IT Support mailbox (none of our other mailboxes seem to be affected) and this started at 00:22 this morning

thanks

 

[Andrew Tasker]

We are experiencing the same issue.  Also don't appear to be receiving any incoming emails.

 

[Guest Paul Alexander]

I've logged this with Support now, so hopefully it'll be sorted out fairly soon. 

[Nanette]

@Paul Alexander @Andrew Tasker

We are currently looking into this, we will let you know as soon as there are any further updates.

Kind regards, Nanette

[Alberto M]

We are having an abnormal number of emails like this one as well.

Can someone advise, please?

 

[Victor]

@all

As @Nanette advised we are working to identify what is causing this and fix this. Please bear with us.

[Guest]

Hi i had another thread open for this issue but its been closed and linked to this. We have the same issue - Is their anything i need to do on my end or provide you with any information ?

[Nanette]

@Shamaila

Not at the moment, we will be in touch as soon as we have any further update.

Many thanks, Nanette

[Victor]

@all

We will be restarting all affected instances so you might notice 1-2 min of complete downtime.

[Guest Paul Alexander]

I've now lost connection to Hornbill completely (I'm assuming it's all part of the same problem?) 

Thank you

[Victor]

@Paul Alexander see my above comment

 

[Guest Paul Alexander]

1 minute ago, Victor said:

@Paul Alexander see my above comment

 

YUp....seen, thanks @Victor

[lcottell]

Just to let you know, our instance is also (still) affected:

[Andrew Tasker]

3 minutes ago, lcottell said:

Just to let you know, our instance is also (still) affected:

Likewise here, still experiencing the same issue

[Alberto M]

FYI: we are still affected with this issue.

 

[carlt]

FYI we are still affected too

[Victor]

@all

Some instances are fixed, some are still affected. We are working as fast as we can to restore the service everywhere. I am really sorry for this but unfortunately we need to fix each instance individually so some will be restored sooner and some a with a slight delay. But I assure you we are working as fast as we can. 

[Guest Paul Alexander]

HI @Victor

 

Ours is now back up, but (once you've sorted everyone else out) can you let us know how to decipher WHICH emails were affected please and what we can do about them? I'm assuming it's the same problem, but we've got daily checks requests which are auto-logged from emails which haven't come through this morning.

thank you....

[Logan Graham]

@Victor

Just wanted to check, is this affecting ticket updates? we seem to have issues with closing/update at the moment?

Thanks,

Logan G

[Guest]

@Victor Thank you for the update. would you like examples screenshots of our mailbox or you got what you need to fix this 

[Victor]

@Shamaila  no, we can see the issue from here. Your instance was addressed, you should no longer see any issues from now on, let us know please if you notice anything new...

@Logan Graham yes, various functionality is affected...
 

[Logan Graham]

Thanks @Victor hope you find the resolution soon! 

[Victor]

@all

The status page was updated as we are deploying a fix on all instances. The fix was/is deployed on an instance by instance basis so full service should be restored on all instances one by one. Deploying the fix is quite quick so I would expect all instances to be fully operational in the next 20 min. If you still experience issues after this please let me know.

The fix does not apply retroactively so if you have workflows in a suspend state or emails that were not processed we will have to look at this individually.

[Guest Paul Alexander]

58 minutes ago, Paul Alexander said:

HI @Victor

 

Ours is now back up, but (once you've sorted everyone else out) can you let us know how to decipher WHICH emails were affected please and what we can do about them? I'm assuming it's the same problem, but we've got daily checks requests which are auto-logged from emails which haven't come through this morning.

thank you....

I have checked and, now that the instance is back up and running, all of the 'daily checks' requests HAVE been successfully created, so I'm happy that this particular problem is fixed for us. Thanks @Victor

[Victor]

@Paul Alexander thanks for the update. Just t confirm, I did see yours but main focus is now to ensure that service on all instances is restored. Then I will come back to each individual mention/issue/follow up issue afterwards.