Summary and Impact to Customers
On Wednesday 4th March 2020 from 11:01 to 13:05, SYNAQ Cloud Mail experienced a mail authentication incident.
The resultant impact of the event was that a subset of users could not access the platform.
Root cause and Solution
The root cause of this event was due to a corruption of certain files in the Cloud Mail stores MYSQL databases. This caused the services on that particular store to stop and then users on that particular store were unable to authenticate and access their mailboxes.
In order to resolve this issue, we restored the database from backups which allowed the services to be restarted and users to once again access their mailboxes.
• A call has been logged with our 3rd party provider to do some analysis of the MYSQL database information to and try and determine why this corruption occurred and what can be done in future to mitigate this.
• A new monitoring alert has been built to try and detect early any corruptions of this nature.