I’ve seen the thread from Deepak announcing MAIL5 was being restarted and also that it was UP already. That was half an hour ago already, and the mail still it’s not working. Live chat operators don’t answer either.
What’s going on with mail services? My customers depend on it! And I depend on my customers! When you have 3 or more days in a row having mail problems that doesn’t seem like a little mistake!!!
Please let me know what is going on there, I choose you because of your reliability. You’re not up to par with it these days.
Seems to be back to normal now. It took almost an hour to be fully working again. What’s the explanation?
Btw, I can’t keep losing all this time everyday because of this problems. Please tell me what’s going on. Should I go thru the hassle of moving all my customers to a different company?
Once it was rebooted it was working, I checked from my phone and via webmail at that time.
It was down for the time it took Tanmaya and I to walk about 100 yards to NAP and then the checking in at security. We went at a very fast pace and only security slowed. I had it rebooted within about 12 minutes.
Stephen, I’m sorry to say that’s not true. I got my customers asking me about e-mail more than half an hour later. I was the entire time trying to talk with Pakrash, he stopped answering me suddenly and I still have the window open. I even pasted him an error from the CP. If this live chat records times I can close it and send you the whole conversation so you see how long did it take to work for me and at what time did I got the error on the CP and pasted it.
Please stop giving excuses, I need to know what to tell my customers, I can’t give excuses to them. Not when the problems are for 3 days in a row already.
What Stephen said is no excuse. It was working for him as the domain he used to test had some custom config. Things were indeed working, but not fully for all. The delay could have been until i got another issue resolved. For now mail5 is not using dspam and we are trying to get a few related issues resolved at the earliest. Once done, you and your customers will find it all a lot better.
I know it’s not using dspam anymore, but anyway my customers were for almost an hour without e-mail and they depend on it for their work. So what I need you to tell me is how do I explain that to them. What are the exact problems, and when they are suppossed to be fully solved.
We’ve been having problems from Monday to Thursday this week with mail service in MAIL5. I’ve been told by my customers that delays even started before this week. And all that you say is there is a dspam loopback issue. Even when after disabling dspam the problems continue.
I’m not happy by how you manage this kind of trouble. E-mail is for most of my customers the most important service. They depend on it. I have one of them telling me he didn’t get some e-mails and now he doesn’t know if there was something important he could have missed.
All you do is answer we are working on it, or that it’s already solved, when it’s not.
Please tell me what should I tell my customers? How do I explain to them that some e-mails got lost and there is nothing to do about it? Give me a reasonable explanation I could pass to them.
And please, please, please try to improve your communication skills. You’re too far away from my expectations when dealing with problems these days.
It’s been already 5 days since the problems started, until yesterday there was still some problems. And even if everything is working fine now, that’s not what I’m worried about. Because I cannot justify to my customers what happened before. Because you don’t tell me what happened. And that means I lose credibility with my customers, that means that as soon as other problem arises I lose them. All because you don’t know how to communicate with us so we can treat our customers better.
I’m not so regular here to reply promptly. The exact problem is that the MTA on the antispam gateway started to bounce emails when it was rebuilding its database for any possible changes, like addition of new domains, removal of domain,etc. We moved mail5 as the problem was not so correctly displayed in logs and thus there was no quick resolution to it. While i was on my way to Miami, a very experienced admin too had a look at the problem, but there was no immediate solution. A temporary solution was to move to mail5 off this while we figure a permanent solution. Now that we are done with the changes here to lessen the effect of what caused the bounces, we are giving this anti-spam gateway next 24 hours to monitor. Once we see it is behaving all fine, we will move back mail5 to use dspam.
Let me know if you/your client wants to know more about it. Once over the initial hiccups, they must be happy with the end result.
Can you give me a ticket number where you see issues once i posted about resolving a configuration issue.
Please create a ticket and we will find what happened to it. I’m still to see any lost email apart from some occasional bounces that happened randomly for 2 days while mail5 was using dspam.
Again i need to know what is now wrong with your customer emails after i told you about what we did.
It is there now in your other post. Feel free to ask if you want to know more.
Please let me know what hasn’t not be communicated to you. The bounce issue was intermittent and not easy to replicate. Next we had an issue for an hour when the server was rebooted and there was a delay of an hour in mails (that existed just for 40 mins before we got it fixed). You saw the mails later because mailservers have different retry intervals and they don’t keep constantly retrying to send mails every minute. so it is not exactly the issue going this long but just how the mailservers work, making the delay more than actual for an email.
Tanmaya, thanks for your answers. You can see all on the same ticket since monday: CIQ-71970-694.
As for yesterday’s problem, there is no ticket, just this thread, but I can also give you my talk thru live chat with Pakrash that I had to rate as “Nightmare”.
As far as an explanation for the problems my main concern right now are the e-mails lost and that you understand that I can’t tell my customers “we are working on it”, or “it’s already fixed” and have them calling me for 3 days in a row proving me wrong. This kind of communicastion should be improved.
Tanmaya, I’ve just been for an hour trying to update that same ticket. I’m getting tired and lost a lot of time with this. I choosed you because of your reliability, to be safe and happy, not to having to worry about all this issues and losing all my time (= money) on them.
I’m very sad at how things are turning out. And other than you or Stephen support people only give useless answers.
Ticket delay issues, we should have it resolved permanently in the next 24 hours.
I send a test email to myself from hotmail (jodohost.com is on mail5) and it arrived in 2 minutes. Any delay would be if the sending IP is from a residential IP or is flagged for spam for some reason.
If alot of the email your client is receiving is from flagged servers, you can bypass dspam. I’ll post instructions shortly
We had some issues with a small delay on dspam server (it was minor) that we fixed by upping the # of available smtp connections by 5 times.
Hopefully a similar delay shouldn’t occur again