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Email Notification Errors in mailbox


Message added by Victor

The issue has now been fixed. RCA is now complete and information posted.

Please don't forget to follow https://status.hornbill.com/.

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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

 

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@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. 

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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....

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@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.

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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

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@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.

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