Mail Issues on one of the mail servers (Resolved)
  • Priority - Critical
  • Affecting Server - Smartermail01
  • Good day,

    we experienced an issue today with the updated spamassassin rules on one of our servers, a whole amount of mail was miss identified as spam, and quarantined. This was reported and the techs have resolved this issue and the mails were respooled for deleivery and have been resent. This has resulted in delayed emails this morning.

    We have checked our other mail servers and they are fine, so it seem this issue was only seen on a single server.

    We apologise for this issue and the inconvenience that this has caused.

  • Date - 17/09/2019 13:25 - 17/09/2019 14:28
  • Last Updated - 17/09/2019 14:28
Email Issues - Missing headers (Resolved)
  • 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 - 31/05/2019 17:52
  • Last Updated - 06/09/2019 17:52
Network Issue pertaining to web farm 18 (Resolved)
  • Priority - Critical
  • Affecting Server - SolidCp
  • Please be aware we are experiencing network issues to 2 of our web servers, technicians are looking at the issues. We will keep you up to date with the resolution of this issue.

  • Date - 16/05/2019 21:01 - 16/05/2019 22:27
  • Last Updated - 16/05/2019 21:04
Urgent issue pertaining to web farm 16 (Resolved)
  • Priority - Critical
  • Affecting Server - SolidCp
  • Good day,

    We have had reports on one of the webfarms starting at 11am this morning, customers were experiencing network issues with webfarm 16 websites. This was reported and engineers are investigating.

    We have been experiencing an issue on web farm 16, we have a patch which needs to be urgently applied. This patch will take a few minutes to apply. We expect this webfarm to be offline for about 30 minutes. The patching will be applied at 11:30.

    Patches were applies and normal reumption of services have resumed.

    We will coontinue to monitor the situation, we apologise for the interupption, however this was a critical fix that did not allow this to be resolved during normal maintenance at nighttime.

    Regards

    HostworX Support.

  • Date - 12/12/2018 11:14 - 12/12/2018 21:03
  • Last Updated - 16/05/2019 21:04
Helm4 Control panel (Resolved)
  • Priority - Critical
  • Affecting Other - Helm4 Control panel access.
  • Good day,

    please note there is an issue with the licencing servers located in the USA, they are inaccesible currently, causing the control pane licences to report as invalid. We have reported this to the USA people and they are bus with it, this is why we are migrating from  Helm4 to the new control panel. 

    We do not have an estimated rectification time. Should cutomers need any help please send an email to support@hostworx.co.za and we will gladly help.

    NOTE:
    If you would like us to migrate your account to the new system urgently, please notify us via the support system, plse note any wordpress sites need to be migrated with duplicator plugin, which means we will require an administrative login and password while we migrate the sites. Or the plugin can be installed and run, it is called Duplicator, got plugins, add new search for duplicator, it will display with a black background with white gears on it. Once backed up, you can notify support and we can migrate the sites.

    Regards

    HostworX Support.

  • Date - 05/02/2018 12:09 - 05/02/2018 00:47
  • Last Updated - 14/02/2018 00:47
Email Server delays (Resolved)
  • Priority - Critical
  • Good day,

    We seem to have had a mail server issue this morning, the mails that were delayed are currently spooling out to mailboxes. This issue is currenly being monitored to ensure that the problem is fully resolved.

    The issue seems to have been linked to issues with the spam protection.

    We apologise for any inconvenience.

    We again request that the email passwords are not easily guessable passwords, like john123, etc

  • Date - 27/11/2017 08:36 - 27/11/2017 10:45
  • Last Updated - 06/02/2018 13:18
Control Panel Issues temporarily offline (Resolved)
  • Priority - Critical
  • Affecting System - Control Panel
  • Good day,

    Please be advised it seems the suppliers licencing servers are having an issue in the USA. We are unable to validate our licences against their servers so the control panel is temporarily offline. CLients needing urgent help can contact the helpdest to do what is required.

    We are awaiting a resolution to this issue asap. We will keep you informed.


    Regards


    HostworX Support.

  • Date - 13/08/2017 19:59 - 17/08/2017 11:06
  • Last Updated - 13/08/2017 20:02
Mail deliverability issues due to dns problem (Resolved)
  • Priority - Critical
  • Affecting Other - Mail deleiverability
  • Good day,

    please note that mail deleiverability issues were experienced to gmail and domains hosted on these servers. This issue was due to dns issues on one of the global dns servers, which has finally been rectified and the issues solved. We are continuing to monitor this issue further.

    Resolution for customers, is to please resend any emails that were returned as undeliverable.

    We apologise for problems experienced, this is sometimes due to use of shared resources with other participants worldwide, and is out of our control.

  • Date - 14/06/2017 12:56 - 15/06/2017 11:34
  • Last Updated - 09/08/2017 11:35
Email Server delays (Resolved)
  • Priority - Critical
  • Affecting Server - Smartermail01
  • Good day,

    We have experienced a delay on mail deleivery due to a timeout issue with some of the international RBL servers, this has caused a delay in mail delivery.

    We have removed these RBL lists from our spam checking and normal delivery has resumed. Unfortunately we do not have control of these situations other than removing the checks until the iissues have been resolved. This however can result in spam email being received during this period. However normal mail deleivery has resumed.

    Please allow a bit of time for mails to be deleivered.


    Regards


    HostworX Abuse Dept.

  • Date - 09/08/2017 06:08 - 13/08/2017 19:59
  • Last Updated - 09/08/2017 11:34
International DNS issue on google public dns (Resolved)
  • Priority - Critical
  • Affecting Other - DNS / Mail Servers
  • There was an issue with dns lookups which was reported, the google dns servers stopped providing MX mail exchanger records for certain DNS lookups.

    This caused mail delivery issues during this period, and certain domain were not available for delivery, ie gmail, outlook.com, and any domains hosted on these systems.

    The exact issue is still being investigated, but the normal resumption of email started after these dns servers were changed. We have in the meantime made changes to our mail servers to use alternate dns servers, as to prevent this from effecting us again.

    Any mails that were returned as undeliverable will need to be resent.

    We apologie for any inconvenience this has caused, unfortunately this issue was beyond our control as it was on international providers infrustructure.




  • Date - 13/06/2017 18:55 - 13/06/2017 23:13
  • Last Updated - 14/06/2017 14:56


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