SYNAQ Cloud Mail Outage - 03-01-2017
Incident Report for SYNAQ

Summary and Impact to Customers

On Tuesday 2nd January 2017 from 09:30 to 11:20, SYNAQ Cloud Mail experienced an LDAP replication incident.

The resultant impact of the event was:

  • The delay of inbound and outbound emails,
  • The Admin and Webmail Consoles were inaccessible, and;
  • Mail Clients could not access the platform.

Root cause and Solution

The root cause of this event was due to a bug that we discovered in both of the Master LDAP servers. This affected the ability of the slave LDAP servers to synchronise with the Masters, thus preventing the processing of queries from the mail transport servers for the purpose of delivering emails. This caused the delay of inbound and outbound emails.

In addition, the Admin, Webmail Consoles and Mail Clients were also unable to query the LDAP servers for authentication and information purposes which caused these consoles to become inaccessible.

In order to solve this issue, we remotely restarted the affected Master LDAP servers which caused the slave LDAP servers to resynchronise with the Master servers. Upon synchronisation, mail queries were processed and the mail backlog was cleared. In addition, the Admin, Webmail Consoles and Mail Clients were once again able to query the LDAP servers for authentication.

Remediation Actions

An incident ticket was logged with our Zimbra upstream provider to investigate the root cause of the issue. They identified and confirmed the known bug in LDAP and provided us with the fix for this issue.

Posted Jan 05, 2017 - 16:53 CAT

SYNAQ Cloud Mail services have been fully restored
Posted Jan 03, 2017 - 11:20 CAT
Engineers have identified the issue and the platform has begun the recovery process. We will communicate once the issue has been fully resolved. Apologies for the inconvenience caused.
Posted Jan 03, 2017 - 10:59 CAT
SYNAQ Cloud Mail Outage - Users are unable to login to the user interface, pop or send mails
Posted Jan 03, 2017 - 09:39 CAT
This incident affected: SYNAQ Cloud Mail.