Gradwell Service News » Email

POP3/IMAP/Webmail Access Problems

Gavin Lewandowski — Tue, 18 Nov 2008 21:11:52 +0000

We are currently experiencing an issue with one our file storage servers, our server team are investigating this problem and are working to restore the service as soon as possible.

This is likely to cause an interruption to customers trying to access their POP3/IMAP mail accounts if the mailbox is held on v-mail-file-5 and also to customers trying to access their mail account via our webmail service.

Customers can find out what server holds their mailbox via the POP3/IMAP Mailbox page of the Control Panel.

We apologise for any inconvenience.

UPDATE 22:11 : The affected file server is currently performing a check of its discs , we hope for service to be restored once this is completed.

Email Storage Migration

Stuart Herbert — Fri, 14 Nov 2008 16:19:43 +0000

Starts: 2008/11/16 10:00 Ends 2008/11/17 06:00

After reliability problems with one of our storage SANs on Thursday, we need to migrate our email storage onto a new storage device. This work will start at 10am on Sunday, and during this period customers may be unable to access their email using POP3 or IMAP. No incoming email will be lost, but delivery to your inbox may be delayed by several hours.

We apologise for the short notification for this change, and for any inconvenience this emergency maintenance may cause.

Thanks to the customers who pointed out that the initial date on this update was October. It has now been modified to November.

Mail server consistency checks

David Palmer — Thu, 13 Nov 2008 12:16:47 +0000

Our mail file servers v-mail-file-3 & 4 are currently offline running a file system consistency check due to unexpected issues which were automatically detected. We anticipate the consistency checks completing shortly and the file systems will be brought back to full service as soon as possible.

Update 13:00 Our mail file server v-mail-file-3 is now fully operational, however, v-mail-file-4 is currently still running consistency checks. We will update customers again as soon as any further information is received from our server technicans and apolopgise for the ongoing inconvenience.

Update 13:45: We are currently experiencing a further problem with v-mail-file-8 which shares an underlying SAN with the other affected virtual file servers. This server is currently running consistency checks. This issue has also temporarily affected our ‘mail state’, which are some temporary files used for speeding up mailboxes, which may have caused an interruption to service for a few minutes for customers on servers not affected by this issue. The mail state issue has now been resolved and our server team are working on correcting the issues with v-mail-file-8 as quickly as possible. v-mail-file-4 has been brought back into service.

Update 14:45: This issue has now been resolved. If there are any outstanding issues, please contact our customer services team who will be happy to help.

v-mail-file-7 filesystem checks

David Palmer — Wed, 12 Nov 2008 16:12:03 +0000

We experiencied a brief interruption in service for customers with mailboxes on v-mail-file-7 at around 16:00. This server has been restarted and has completed file -system checks.

Temporary mail load balancer issue

David Palmer — Mon, 10 Nov 2008 11:12:01 +0000

11:10 - During the last few minutes we have seen a temporary issue with our mail load balancer which will have prevented customer outbound and mail collection facilities. Inbound customer mail was unaffected. This issue has now been resolved.

v-mail-file-7 missing mail

David Palmer — Thu, 06 Nov 2008 23:21:01 +0000

Some customers may have experienced duplicate delivery of very old mail if mailboxes are stored on our virtual mail server v-mail-file-7 today and some email may be missing in some mailboxes between July 3rd and November 5th on this server only. The majority of these mailboxes have been repaired, however, if you have experienced this problem and it has not yet been addressed, please let us know by submitting an incident to support, ensuring the mailbox is stated and we will investigate for you.

This issue has now been resolved and our admin team are monitoring and correcting some a small number of remaining customers.

Mail server v-mail-file-3 disk checks

David Palmer — Thu, 06 Nov 2008 11:41:51 +0000

v-mail-file-3 is currently offline for essential disk checks, which will prevent access to customer mailboxes on this server temporarily. We are working to bring the mailboxes back online as soon as possible and apologise for any inconvenience caused.

This maintenance is now complete and the server is now back online.

v-mail-file-5 intermittent access problems

Gavin Lewandowski — Thu, 06 Nov 2008 11:27:27 +0000

We are currently seeing an issue with v-mail-file-5 which may be preventing logins intermittently for customers with mailboxes on this server.

Our server team are currently investigating this and we will update you as soon as possible. Customers on other mail servers will not be affected. We apologise for any inconvenience caused.

This problem was resolved earlier today and we are investigating with VMWare whether there is a potential issue we need to be aware of.

v-mail-file-5 intermittent access

David Palmer — Wed, 05 Nov 2008 11:51:30 +0000

We are currently seeing an issue with v-mail-file-5 which may be preventing logins intermittently for customers with mailboxes on this server. Our server team are currently investigating this and we will update you as soon as possible. Customers on other mail servers will not be affected. We apologise for any inconvenience caused.

Update 12:20: This server has now been restarted and we are seeing normal levels of activity again. If you do have an outstanding issue accessing a mailbox, please submit and incident via the support section of our site and we will investigate for you.

MXbackup service outage

David Palmer — Fri, 31 Oct 2008 15:56:54 +0000

We are aware of a filesystem problem with our primary MXbackup server.
This will have prevented us receiving email for the mxbackup service for the past hour,
this will not affect hosted customers on the primary email cluster.