Mail Issues - Delivery to domains hosted at XNeelo (Resolved)
  • Priority - Low
  • Affecting Server - Smartermail01
  • We have experienced some issues with emails not being delivered to certain domains, or mails being delayed to certain domains, this was reported by various clients.

    After further investigation the issue seems to be a problem on XNeelo's servers in Capetown, We have provided multiple log file instances of this issue to the XNeelo Support staff, whom are currently investigating this issue from their side. They have been able to see there is an issue from the log files we supplied them that there is some issue happening on their servers.

    We have no set time of resolution yet from Xneelo. Our support staff are busy with Xneelo investigating this issue further.

    We apologize for the inconvenience, but this is beyond our control. We originally though there was an issue on our servers, and this is partly why the servers were updated last night, but the issue was traced down to Xneelo mail servers in the end.

    We will keep you up to date re this issue.


    Update - 10/12/2020

    We are still busy with Xneelo, this issue seems now it is only on the Captetown Xneelo servers, We have other companies now also reporting similar issues which do not use our mail systsms, so it looks like we are getting closer to isolating the issues.

    We are waiting for Xneelo to get back to us with an update.

  • Date - 09/12/2020 16:40 - 09/01/2021 00:00
  • Last Updated - 14/01/2021 11:01
DNS Issues Experienced (Resolved)
  • Priority - High
  • Affecting Other - DNS Issues
  • Please be aware we had an issue with dns this morning, this was resolved and normal resumption of services has resumed.

    Side-effects: Some emails might have been returned no dns information found. Please resend the emails this issue is now resolved and delivery will be effected normally.

    We apologize for the inconvenience, but this was outside of our hands and was resolve as soon as it was detected.



    HostworX Support

  • Date - 14/01/2021 09:43 - 14/01/2021 11:00
  • Last Updated - 14/01/2021 11:00
Server Upgrades (Resolved)
  • Priority - Critical
  • Affecting Server - SolidCp
  • We are busy Upgrading our server infrustructure over the weekend, this will possibly have some outtages for short periods, during this process.This is unavodable, as the time to move data from one location to the other will result in short periods of doentime. this is temporary and normal services will resume as soon as the moves are done.

    We apologise for the inconvenience this may cause. The upgrades being done will have many positive influences on your email / hosting and other services. We thasnk you for your patience during this period.

    Update : 10 Oct 2020 - The mail servers and all the webservers have been upgraded and moved already,  the database servers will be done in the morning and hopefully normal services will resume around lunch time. there might be short periods of interuptions during this time.

    Mail Server upgrades were successfull, and were monitored throughout the day with no issues.

  • Date - 10/10/2020 21:03 - 09/12/2020 16:33
  • Last Updated - 09/12/2020 16:33
Mail Server Updates (Resolved)
  • Priority - Critical
  • Affecting Server - Smartermail01
  • We are in the process of upgrading mail server software, on all the mail servers, this is due to the requirement to support TLS 1.3 and 1.2 as, TLS 1.0 and 1.1 have been depreciated. This update is also to resolve some of the delay problems experienced over the last week.

    We do not expect any major issues, the upgrades should take around 30 minutes per server.

    We apologize for any inconvenience this may cause.

  • Date - 08/12/2020 23:00 - 09/12/2020 16:43
  • Last Updated - 08/12/2020 23:14
  • Priority - Critical
  • Affecting Server - Fibre OpenServe
  • We are seeing Openserve traffic in all regions getting little to no throughput or authentication issues.Our upstream provider and Openserve are looking at the issues currently. We apologise for any inconvenience caused.

  • Date - 11/10/2020 00:00 - 10/10/2020 21:11
  • Last Updated - 10/10/2020 21:10
International and local connectivity issues (Resolved)
  • Priority - High
  • Affecting Other - Undersea Cables
  • Logged Issue : 

    We are seeing international and local degradation on adsl and fibre services currently. Our upstream provider is currently attending to this matter. We apologise for the inconvenience. We will update as we get feedback


    Transit provider has confirmed possible under sea cable damage as the cause of the degraded performance on international traffic. They are investigating further, we will update as soon as we have further information.


    Transit provider  has  purchased additional bandwidth capacity on other under sea cables to try and get international speeds back up. This will allow for better connection on international and less latency. And we will not have to rely solely on the repairs of the cables to be done.

    Our upstream providers report that adverse weather in the Western Cape has delayed the departure of the ship to effect repairs to international undersea cables. We currently do not have an ETR for final repairs to be completed. We apologise for the inconvenience this has caused, we thank you for your patience and understanding.

  • Date - 16/01/2020 11:39 - 18/02/2020 18:09
  • Last Updated - 18/08/2020 18:09
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.


    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 and we will gladly help.

    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.


    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.


    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.


    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,, 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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