Summary and Impact to Customers

On Monday 12th November from 08:29 – 12:18, SYNAQ Cloud Mail experienced a service incident which affected a subset of Clients.

The resultant impact of the event was the inability of certain users to access their email.

Root cause and Solution

The root cause of this event was due to a new proxy server configuration setting introduced by the Zimbra Upgrade process, which limited the amount of shared memory that the proxy servers could utilize to process authentication requests.

In order to resolve this incident, the Upstream Provider has to provide new configuration settings for shared memory that were specifically optimized to the size of our environment. Once implemented, all users were able to authenticate successfully and mail flow returned to normal.

Remediation Actions

• As such, a formal session was held with the Upstream Provider to further refine their change notification process to us so that further issues do not arise as a result of this.