21st July 2020

Hosted Email Hosted Email Availability

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.midphase.com/knowledgebase/display/MID/How+To+Log+into+Webmail+from+CHI

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.