Summary and Impact to Customers
On Tuesday 12th April 2022 from 12:06 to 13:22, SYNAQ Cloud Mail experienced an authentication incident affecting a subset of users.
The resultant impact of the event was that this subset of users were unable to authenticate and access their mailboxes.
Root Cause and Solution
The root cause of this event was due to a Cloud Mail mailbox store becoming unresponsive. Due to the unresponsive server, it was not able to process authentication requests for any of the users on this store.
To resolve the issue initially, we rebooted the affected store, but it did not boot up, because the server was unable to load the operating system as it could not find the boot information. We identified and resolved a firmware issue related to VMware SCSI drivers which prevented the VM from booting the operating system disk.