I have had ticket FJZ-19214-934 open since Friday. The issue for tbis client on MAIL4 has started again this morning. At this time no one can access their email from Outlook or webmail.
Could someone have a look at this?
We are checking the ticket as i type this.
You will get a reply soon on the ticket.
Just to mention, there is not any ongoing issue on it, and we can see in logs this user is logging in.
Maybe it is working now. As a last resort I had them reboot their router in case there was bottleneck on their end causing timeouts. I checked the mailbox sizes and everything seems to be working.
I’ll keep my fingers crossed.
Is their ISP optonline? 
If so, that is what I see on logs, the logs I have in front of me are ovr an hour old showing successful logins.
I think it is optonline. We are having the problem right at this very moment.
This looks to be either ISP, or computer.
could it be anti virus? I’ve seen it do some nasty things with email, as we are seeing the connections on this side.
I have a feeling it was their Internet connection. After they reset it everything started working. I think they are just crying wolf, now.
Thanks for your help and patience. If it really does come back - conformed - I’ll reach out.
Sorry to have to bring this up again, but user insists that some major change was made on mail4 that caused her to start having problems on 9/28. Can you confirm that either changes were made to the server, or that nothing was changed around that date?
I hate to get snarky, but I’ve spent about 9 hours - much of it with you guys - but this woman believes she lnows better than all of us. Of course, this couldn’t have anything to do with the MS updates they applied on 9/28, or with their ISP, or anything connected with them…
Glad I got that off my chest.
On the 27th we had to reboot it and a fsck ran. All was normal on the 28th on the 29th we did a short maintenance but no configuration changes that was for bringing the.raid back to fully optimal.
The fsck was run due to being 180 some days since a reboot
Thanks, Stephen.
Sorry, guys. The customer is still having issues:
Its the server…we both are having problems downloading into Thunderbird as well. Thunderbird downloaded 2 messages this morning and then DxxxxT noticed that she didn’t get any mail…so I went into Web Mail and the messages were still in there as not read. along with 3 other messages. I keep hitting the download (get mail button) and it says downloading 1 of 3…doesn’t get them and says no mail…now suddenly it was able to get them…so its definitely something with the mail server.
None of the other users in this office are having issues, so I don’t believe it is a server issue. However, just to quiet these two down, could you please verify that there are currently no issues on MAIL4?
Thanks for your extreme patience on this - mine was blown long ago.
Just checked with techs, we did some testing, and all worked right.
The fact they logged in webmail and it showed, would indicate webmail/mail server are good.
The hanging on download sounds to me much like the antivirus issue I mentioned.
I don’t know which they use, but I know avast, avg, symantec, and possibly others install a local ‘proxy’ service for the mail server, this intercepts any connection to common mail ports, and redirects them to the AV scanner, then on to your email client.
This process is decent, but has flaws exposed sometimes, this type of error is one, an another is simply not able to connect at all. Sometimes also the proxy service will crash and not restart itself, making it seem like all ‘email is down’ but a reboot will fix it.
Thanks once again, Stephen.