On Thursday, 6 July 2023, 15:25, Cloud Mail experienced intermittent sending failures on the SYNAQ Webmail platform, with outgoing mail. The following concerns were raised:

• Slow response when sending email which contains attachments, and;
• Emails stuck in Outbox.

The resultant impact of the event was that a subset of users who were using Zimbra connector for Outlook were experiencing either a slow response on webmail or ActiveSync and/or  timeout errors when sending emails containing large attachments.

‌

 The root cause of this event was due to a degraded connection state between the load balancer and the mail cluster. This resulted in slow connections on email when trying to login via HTTPS, POP3/S, IMAP/S, SMTP/S, Zimbra connector for Outlook.

To resolve this incident, we moved all sessions to the secondary load balancer. This immediately resolved the degraded state and restored the platform to optimal operations.

‌

 Upon investigation of the root cause of the incident,  the SYNAQ team will implement the below remedial actions:

·       New Monitoring to be implemented to detect any failed states on the Load-balancer, and;

·       Further streamlining the internal incident management process.