Past Incidents

The Tucows engineering team have so far restored 91% of the affected mail services.

We sincerely apologise for the inconvenience this continues to cause our customers. We remain in close dialogue with Tucows and continue to press them for urgent resolution and we will continue to keep you updated on progress.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Log+In+to+WebMail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

The Tucows engineering team have so far restored 35% of the affected mail services.

We sincerely apologise for the inconvenience this continues to cause our customers. We remain in close dialogue with Tucows and continue to press them for urgent resolution and we will continue to keep you updated on progress.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Log+In+to+WebMail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

The Tucows engineering team have so far restored 12% of the affected mail services.

We sincerely apologise for the inconvenience this continues to cause our customers. We remain in close dialogue with Tucows and continue to press them for urgent resolution.

We will continue to keep you updated on progress.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this. https://www.westhost.com/knowledgebase/display/WES/How+To+Log+In+to+WebMail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

Update @ 3:08 AM MDT: The Tucows engineering team have so far restored 25% of the affected mail services.

We sincerely apologise for the inconvenience this continues to cause our customers. We remain in close dialogue with Tucows and continue to press them for urgent resolution.

We will continue to keep you updated on progress.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this. https://www.westhost.com/knowledgebase/display/WES/How+To+Log+In+to+WebMail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

Tucows' engineering team have recovered the underlying system affecting 15% of users and are currently performing restarts of the customer interfaces for IMAP and SMTP.
We apologize for any inconvenience this may cause.

We are aware of issues affecting email functionality. We continue to work with Tucows' engineering team to restore this service.

This issue is not affecting all customers and is currently impacting approximately 15% of our mailbox users. We apologize for any inconvenience this may cause.

We can confirm the Tucows engineering team have now restored all mail services.

We sincerely apologise for the inconvenience this has caused our customers. We remain in close dialogue with Tucows around this incident and next steps.

We will be distributing a full Root cause analysis to all affected customers.

If you have any questions, please contact our support team who are here 24/7 and happy to help.

The Tucows engineering team have continued to make good progress this morning with 80% of mail services now back online. Services are being restored by domain name in alphabetical order.

We sincerely apologise for the inconvenience this continues to cause our customers. We remain in close dialogue with Tucows and continue to press them for urgent resolution.

We will continue to keep you updated on progress. A full Root cause analysis will be provided to all affected customers once service has been fully restored.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Access+Webmail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

The Tucows engineering team have made good progress overnight with over half of the mail services now back online. Services are being restored by domain name in alphabetical order. Tucows estimate all mail services will be restored by lunchtime.

We sincerely apologise for the inconvenience this continues to cause our customers. We remain in close dialogue with Tucows and continue to press them for urgent resolution.

We will continue to keep you updated on progress. A full Root cause analysis will be provided to all affected customers once service has been fully restored.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Access+Webmail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

The Tucows engineering team are completing final data integrity checks. Once that has been completed they will start work to restore mail services. We will notify our customers when that starts and give an indication of when mail services should be back online.

Again, we apologise for the inconvenience this is causing our customers. This is being worked on as an absolute priority and we will continue to keep you updated on progress. A full Root cause analysis will be provided to all affected customers once service has been fully restored.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Access+Webmail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

We continue to work with Tucows following their service failure on Friday 17th July. This issue is not affecting all customers and is currently impacting approximately 15% of our mailbox service users.

Please note: this issue will not result in data loss.

The service interruption was due to shared storage metadata corruption limited to customers that operate on the new shared storage infrastructure.

The Tucows engineering team have been performing multiple recovery and repair steps. They are in the final phase of this and when this completes successfully, they will begin the final steps to bring mail services back online.

We will receive an update from them at 6 PM UTC, after which we will post an update here.

Again, we apologise for the inconvenience this is causing our customers. This is being worked on as an absolute priority and we will continue to keep you updated on progress. A full Root cause analysis will be provided to all affected customers once service has been fully restored.

As a workaround, clients are still able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Access+Webmail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

INCIDENT UPDATE

We continue to work with Tucows following their service failure on Friday 17th July. This issue is not affecting all customers and is currently impacting approximately 15% of our mailbox service users.

Please note: this issue will not result in data loss.

We will receive an update from them at 3PM UTC, after which we will post an update here.

Again, we apologise for the inconvenience this is causing our customers. This is being worked on as an absolute priority and we will continue to keep you updated on progress.

As a workaround, clients are able to send and receive emails from their account(s) via webmail. Please use the following link for the knowledge article explaining how to do this.

https://www.westhost.com/knowledgebase/display/WES/How+To+Access+Webmail

Unfortunately, access to your old emails is only possible if you have previously configured and accessed your emails via any mail client (such as Outlook, Mail, Thunderbird, etc.) but, you will not be able to send/receive from your client at this time.

A full Root cause analysis will be provided to all affected customers once service has been fully restored.