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15023 posts

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# 141233 5-Mar-2014 14:44
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Anyone having problems with email using iserve? I have been sent emails from several people and also sent a few test ones of my own, and they aren't being received by my iserve email account. Some emails are coming through, and others have been delayed by a day, and ones from ISP accounts like xtra and paradise haven't come through at all. 
I did email iserve over a week ago , on the 21st Feb , about another email problem, and haven't had any reply, despite the autoreply email saying there would be a reply within 6 business hours.

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15023 posts

Uber Geek


  # 999570 5-Mar-2014 15:27
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Managed to get though to help desk and they say it is a known problem, and xtra emails are being blocked. Would be good if it was on the status page though....

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  # 999596 5-Mar-2014 16:36
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The xtra mail was automatically blacklisted due too many failures (attacks we suspect via botnet) our T3 Systems have adjusted some filtering and it should be good now.




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"Five exclamation marks, the sure sign of an insane mind." - Terry Pratchett

No longer work for Orcon

 
 
 
 


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Vocus

  # 999598 5-Mar-2014 16:42
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Also just to add to the above... I'm told that email delays (which were occurring yesterday) are no longer widespread, so if you're still having problems it may be isolated.



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  # 999609 5-Mar-2014 16:58
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FlameBeard: The xtra mail was automatically blacklisted due too many failures (attacks we suspect via botnet) our T3 Systems have adjusted some filtering and it should be good now.

Still not received any xtra emails sent, are they queue for delivery,as they didn't bounce back to the sender?. Have also just sent through a test email from a xtra account, and that too hasn't arrived after 10 minutes.

 

I know that emails from Web Drive hosted email account are also not coming through, although they were delayed by 24 hours, so maybe those are still being delayed.



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Uber Geek


  # 999810 5-Mar-2014 21:02
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Is there an update on this?. Iserve servers are still blocking XTRA emails. I would phone your gold support line but believe it is no longer available. What is just as frustrating is that none of these problems are disclosed on the orcon status website, despite previous assurances previously that problems would be.

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Uber Geek

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  # 999835 5-Mar-2014 21:25
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mattwnz: Is there an update on this?. Iserve servers are still blocking XTRA emails. I would phone your gold support line but believe it is no longer available. What is just as frustrating is that none of these problems are disclosed on the orcon status website, despite previous assurances previously that problems would be.


The Mail Delivery Delay WAS on the Orcon website while it was in effect.

We had  bunch of Xtra-originated spam cause us to block Xtra email, that block was removed today. How long the Xtra email takes to retry delivery depends on the Xtra email server settings, not us.

Edited to add: Just in case you are wondering, the aim of the block is to prevent our servers being swamped with spam, it isn't possible for us to receive and queue that volume of mail/spam, hence the only option is to block it and force the sender server to resend.

The sender will get all the usual messages from their mail server regarding retry attempts, failure, bounce-back etc. If they aren't getting those then they should address that to Xtra, likewise if they haven't had a bounce-back or delivery failure message then it is likely Xtra will still be in its retry cycle.

Sorry but in the end we have to protect our systems from the Xtra/Yahoo spam.

Apologies that this wasn't on the website, the actual block was in place for a relatively short time, the effect is extended by Xtra's retry cycle but we will take that into account in future if we can.

I have just put this on the Orcon Website Network Status:

"Some Xtra-originated email is currently being delayed due to large amounts of spam coming into the Orcon network from Xtra servers. Although initially blocked, this block has been removed and Xtra email is currently in the Xtra-controlled retry cycle. Customers should check with senders, if senders have not received delivery-failure notifications then it is likely the email will still be delivered when the Xtra server retries."




Regards FireEngine




15023 posts

Uber Geek


  # 999917 6-Mar-2014 01:08
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No there definitely wasn't a network status message earlier when I checked and reported the problem. When I talked to the person about it, they said it was still being worked on and they were aware of it, but there was no message on your network status at that time. Otherwise I wouldn't have phoned about the problem in the first place, as I always check the status page first.

I have checked now and can see that a message was posted at 9pm, but that wasn't there before. It is also affecting other email providers not just xtra, as no Web Drive emails are coming through either.

I haven't received any xtra emails since the evening of the 4th of March, so it is a problem that appears to have been going on for over 24 hours. I have just sent another test email from an @xtra email address via telecoms network, to the iserve email network, and that hasn't come through either.

I can appreciate you blocking email if xtra yahoos mailservers have been spamming. But they weren't getting bounced back to the sender with an error to say they aren't getting delivered either. I sent tests over 12 hours ago and they have neither been delivered nor bounced. Normally they will bounce back with an RBL warning or something. It is sort of difficult to email people who you think may have sent you an email. Do you have logs of emails that have been rejected?

 
 
 
 


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Uber Geek

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  # 999936 6-Mar-2014 07:48
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You misunderstand me, there was a known issue with a delay affecting all email, that issue was on our website for as long as it was in effect.

This issue was not on our website and has a different specific cause.

Sometimes, as here, we have similar symptoms occurring, for different reasons, close together in time. If you looked in between the known issue clearing and this issue going on the website last night then yes, you wouldn't have seen anything related, I have apologized for that above.




Regards FireEngine


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Uber Geek

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  # 1000070 6-Mar-2014 12:05
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This should be resolved, our team can see Xtra-originating email hitting our servers and being processed in normal timeframes.




Regards FireEngine




15023 posts

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  # 1000071 6-Mar-2014 12:05
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FireEngine: You misunderstand me, there was a known issue with a delay affecting all email, that issue was on our website for as long as it was in effect.

This issue was not on our website and has a different specific cause.

Sometimes, as here, we have similar symptoms occurring, for different reasons, close together in time. If you looked in between the known issue clearing and this issue going on the website last night then yes, you wouldn't have seen anything related, I have apologized for that above.


I think we are talking about different problems with the email. Mine is solely about iserve, and I was told by them that they would contact me back once they had fixed it. They haven't contacted me, so I am guessing that the problem with iserve still hasn't been fixed , as I am still not able to receive emails from xtra or web drive emails addresses. I have pm'd the details so hope they can fix it today.

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Uber Geek

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  # 1000080 6-Mar-2014 12:16
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mattwnz:
FireEngine: You misunderstand me, there was a known issue with a delay affecting all email, that issue was on our website for as long as it was in effect.

This issue was not on our website and has a different specific cause.

Sometimes, as here, we have similar symptoms occurring, for different reasons, close together in time. If you looked in between the known issue clearing and this issue going on the website last night then yes, you wouldn't have seen anything related, I have apologized for that above.


I think we are talking about different problems with the email. Mine is solely about iserve, and I was told by them that they would contact me back once they had fixed it. They haven't contacted me, so I am guessing that the problem with iserve still hasn't been fixed , as I am still not able to receive emails from xtra or web drive emails addresses. I have pm'd the details so hope they can fix it today.


Yep, kind of hard when the thread moved over to a more general/different issue. iServe we don't see a widespread issue on (i.e. no volume of reports), hence asking you for details.




Regards FireEngine




15023 posts

Uber Geek


  # 1000149 6-Mar-2014 14:00
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Thanks. Email has started dribbling through since 12pm today. Still unsure of exactly what has been going on.



15023 posts

Uber Geek


  # 1000273 6-Mar-2014 17:04
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It looks like the problems extended from the 3/3, so extended a lot longer than I initally though. Also it affected email forwarding from iserve email servers to webdrive email accounts.



15023 posts

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  # 1000283 6-Mar-2014 17:24
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FireEngine:
mattwnz:
FireEngine: You misunderstand me, there was a known issue with a delay affecting all email, that issue was on our website for as long as it was in effect.

This issue was not on our website and has a different specific cause.

Sometimes, as here, we have similar symptoms occurring, for different reasons, close together in time. If you looked in between the known issue clearing and this issue going on the website last night then yes, you wouldn't have seen anything related, I have apologized for that above.


I think we are talking about different problems with the email. Mine is solely about iserve, and I was told by them that they would contact me back once they had fixed it. They haven't contacted me, so I am guessing that the problem with iserve still hasn't been fixed , as I am still not able to receive emails from xtra or web drive emails addresses. I have pm'd the details so hope they can fix it today.


Yep, kind of hard when the thread moved over to a more general/different issue. iServe we don't see a widespread issue on (i.e. no volume of reports), hence asking you for details.


I was just talking to your iserve support people, and they say that it is a very wide issue not only affecting xtra, and they have been blocking IPs. 

They also said that the Network status page is not used for iserve announcements, which is why this problem isn't on it. They say it is solely for Orcon ISP issues. So apparently there is no network status page for iserve problems. This is despite the fact that the announcements link in the iserve control panel links directly to the orcon network status page at http://www.orcon.net.nz/support/network_status  . Surely there is something mickey mouse with? How are iserve customers supposed to know if there is a network problem or not quickly.
Iserve has always previously had a network status page. I have asked for the managers email address, but they said it was against their orcon policy to give out their email address, so have to wait for them to call me back.

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Uber Geek

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  # 1000367 6-Mar-2014 20:08
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mattwnz: I was just talking to your iserve support people, and they say that it is a very wide issue not only affecting xtra, and they have been blocking IPs. 

They also said that the Network status page is not used for iserve announcements, which is why this problem isn't on it. They say it is solely for Orcon ISP issues. So apparently there is no network status page for iserve problems. This is despite the fact that the announcements link in the iserve control panel links directly to the orcon network status page at http://www.orcon.net.nz/support/network_status  . Surely there is something mickey mouse with? How are iserve customers supposed to know if there is a network problem or not quickly.
Iserve has always previously had a network status page. I have asked for the managers email address, but they said it was against their orcon policy to give out their email address, so have to wait for them to call me back.


Hi Matt, PM me the name of the individual please he is clearly not reading the notifications internally that I send him.

iServe issues go onto the Orcon website status page. Yes we block botnet mail servers ip addresses (who wouldn't), we whitelist NZ and Aus mail servers so they aren't affected. Webdrive and Xtra were blocked for a short period due to spam volumes. Your Xtra senders may well have been affected by the Xtra issue before it came out of the Xtra network in volume, I don't know, thats not my network so I don't have that visibility. When we unblocked webdrive, both your Xtra and Webdrive email started to route to you. As I said, it <looke> as if your Xtra email was routed via Webdrive. If you say that isn't the case then fine, but I am currently not investigating further as there appears no need. If you are still missing Xtra email then it is likely still in the Xtra servers waiting to retry, or has been deleted by Xtra.

I thought you had confirmed to us that your email was flowing from both Webdrive and Xtra correctly, is that not the case for current mail?

If your Xtra senders think they had had mail not sent to you and haven't received any bounce-back then please ask them to take that up with Xtra, if it had hit our network it would have been received by you now.

I must stress that the action we took in temporarily blocking Xtra was in response to huge volumes of spam coming from that network.

It is ironic that Orcon comes in for criticism when we are blocked from other networks (some of our customers send spam too), and also when we take action to block others.....no-one said it would be easy.

Again, as an iServe customer I expect you to find useful information about known issues on the Orcon Network Status page, nowhere else.




Regards FireEngine


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