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.

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