Resolved -
This incident has been resolved.
Jul 2, 07:50 UTC
Update -
Customer Impact: Some of our Email Security Gateway customers may experience an error while attempting to send outbound emails or receive inbound emails.
Description: The fix has been deployed across all our clusters and we are monitoring email flow for stability.
Jul 2, 07:30 UTC
Monitoring -
Customer Impact: Some of our Email Security Gateway customers may experience an error while attempting to send outbound emails or receive inbound emails.
Description: The fix has been deployed across all our clusters and we are monitoring email flow for stability.
Jul 2, 07:27 UTC
Update -
Customer Impact: Some of our Email Security Gateway customers may experience an error while attempting to send outbound emails or receive inbound emails.
Description: We have deployed the fix across several of our data centres and we have verified successful delivery of emails from those data centres. We are working on the remaining data centres and will provide an update once those are completed.
Jul 2, 07:21 UTC
Update -
We are continuing to work on a fix for this issue.
Jul 2, 07:20 UTC
Update -
We are continuing to work on a fix for this issue.
Jul 2, 07:10 UTC
Update -
We are continuing to work on a fix for this issue.
Jul 2, 07:03 UTC
Update -
We are continuing to work on a fix for this issue.
Jul 2, 06:47 UTC
Update -
Customer Impact: Some of our Email Security Gateway customers may experience an error while attempting to send outbound emails or receive inbound emails.
Description: We are working on releasing a configuration across the impacted data centres in a staggered approach. The fix has been released in Sydney (Cluster M) and we can confirm email delivery restoration.
We will provide feedback as we make progress with other data centres.
Jul 2, 06:30 UTC
Update -
Customer Impact: Some of our Email Security Gateway customers may experience an error while attempting to send outbound emails or receive inbound emails.
Description: We continue to work on releasing the configuration change to help restore services. We will provide more updates once we make progress with our investigation.
Next Update: 06:45 UTC
Jul 2, 06:09 UTC
Identified -
Customer Impact: Some of our Email Security Gateway customers may experience an error while attempting to send outbound emails or receive inbound emails.
Description: We have identified the problem and teams are working on a configuration change to be released to help recover our services. We will provide further update once we have started to deploy the change to production.
Next Update: 06:00 UTC
Jul 2, 05:35 UTC
Investigating -
Customer Impact:
Some customers may experience TLS errors when attempting to send email.
Description:
We are actively investigating an issue affecting our email service. The problem is linked to recent updates in our vendor’s certificate infrastructure. Specifically, a new intermediate certificate has been introduced, which chains to their newly deployed Root Certificate R46. These changes may necessitate root certificate updates on affected systems to ensure proper TLS handshake and certificate validation.
Current Status:
We are currently investigating an issue affecting our email service. We will provide further update as we make progress.
Next Update:
5:57 UTC
Jul 2, 04:48 UTC