Duplicate emails being received

March 17, 2016 in Server Status by admin  |  No Comments

We’ve received numerous complaints regarding duplicate emails being received. We are aware of the issue and working on a resolution. During the power outage we experienced at the datacenter last Thursday morning, we lost our primary email gateway server — which has created an extra load on the backup email gateway server. At this time we are in the process of rebuilding the primary email gateway server on a new box, and hope to have it completed sometime this evening.

We apologize for the inconvenience that has caused you and that we have fallen behind on responding to emails and support tickets. Please bear with us while we work through these issues.

We will ultimately be migrating all email accounts to our new email cluster (which is unaffected by this issue, BTW) — but in the meantime need to get this sorted out so that everyone is able to use their email in the same manner as before. Please stand by for further updates.

Thank you,

Smile Support Team

 

UPDATE – 12:15AM, 3/18/2016
We’ve built a new Email Gateway Filtering Server, which should take the load off of our primary box and stop the duplicate emails from being sent. Please note, you may receive some failure notification or bounce messages while the new server begins to process the queue. We are hoping this resolves the duplicate email issue. Stand by for further updates.

Smile Global Web/Email Services have been restored

March 10, 2016 in Server Status by admin  |  No Comments

We’ve restored service for all email and web hosting customers. Unfortunately, we lost a couple of servers during the power outage. However, these systems were slated to be replaced and decommissioned in the coming weeks, so this will certainly expedite this process. We will be rebuilding the failed hosts over the weekend and aggressively moving forward with email migrations to the new SmileMail platform this weekend.

Please expect an update on our Status website and via email regarding migrations this weekend. We will send out instructions containing the configuration items that will need to be changed, and then bulk adding users to the new system. We’d like to avoid any future unnecessary downtime, so please work with us to get switched over to the new platform this weekend.

We apologize for the inconvenience this unexpected downtime has created and appreciate your patience and understanding while we’ve worked through the issue. If you are still waiting for a follow-up from a ticket, please be patient — we received hundreds of notifications that are in the process of being processed.

Thank you,

Smile Global Support Staff

**UPDATED: Email Down

March 10, 2016 in Server Status by admin  |  No Comments

3/10/2016 @ 11:53AM: We are currently experiencing issues with our legacy email cluster. Support Engineers are working on the issue and hope to have it addressed shortly.

Thank you for your patience,

Smile Global

 

UPDATE 3/10/2016 @1:16PM: This issue has been resolved. We apologize for the lengthy downtime. There was corruption in one of the databases after a server reboot which took place last night. We’ve repaired the corruption, and all services should be functional.

Thank you for your patience,

Smile Global

 

UPDATE 3/10/2016 @8:16PM: There was a power issue at the datacenter which downed several important hosts. We are in the process of getting these servers back up and running at this time. Customers on the new SmileMail cluster should not be affected, as well as web hosting customers. At this time our two primary email gateways are in the process of being brought back online. We apologize for this inconvenience and are working diligently to restore services ASAP.

Thank you for your patience,

Smile Global

Smile Customer Portal Maintenance

December 19, 2015 in Scheduled Maintenance, Smile News by admin  |  No Comments

We will be performing maintenance on the Customer Portal/Billing Site today (12/19/2015), between the hours of 4PM and 6PM.

During this time our billing system will be unavailable – please check back for status updates.

Thank you,

Smile Support Team

 

 

UPDATE: 12/19/2015 @6PM — We’ve completed system maintenance and migrated our billing system/Customer portal to a brand new server! Please let us know if you experience any issues.

System Status

Web

Online

Email

Online - Resolving Duplicate Email Issue

SmileMail

Online

DNS

Online

Customer Portal

Online
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