Email Issues - Missing headers (Reported)
  • Priority - Critical
  • Affecting Server - Smartermail02

  • Issues are being experienced on the mail servers, where mails being received are having the email headers removed from the mails. The mails are delivered to the mailbox, but the sender and subject fields are missing. This is random on certain messages being received via mimecast servers only.  We are currently investigating this issue.

    We will be doing some emergency troubleshooting with the software provider, due to timezones this will be taking place from 6pm tonight. We are not sure how long this process will take, as we are dealing with 2 other parties in resolving this issue for you.  We will keep everyone updated with the progress.

    Please note mail delivery will be affected intermittently during this process. We apologise for the inconvenience this may cause.

    The troubleshooting phase has been completed and we are currently monitoring the issue. There is a backlog of mail which will be spooled out to the mailboxes and we assume this will take around an hour or so.

    This issue has now been tracked back to the mail delivery platform deleivering these emails to us, they are currently investigating the issue. The problem seems to be intermittent and therefore it is taking time for them to identify the cause of this issue. 

    We expect furether feedback at 14:30.

    We apologise for this issue, but unforntunately it is beyond our control as it is not on our systems.



    HostworX Support

  • Date - 30/05/2019 10:39
  • Last Updated - 04/06/2019 13:19
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