Intermittent SMTP Sending Issues via Outlook

Dear Clients,

Our engineering team has successfully identified the root cause of the recent service disruptions. The issue was traced to a performance degradation within our underlying storage layer, which directly impacted responsiveness across SMTP, Webmail, ZCO, and file upload services.

A workaround has been implemented to stabilise platform performance, and we are closely monitoring for any signs of regression.

In parallel, we are working with our upstream vendor to source replacement hardware components to fully remediate the issue and prevent future recurrence.

We appreciate your patience during this incident and will continue to provide timely updates as progress is made.

Kind Regards,

Dear Clients,

We are currently observing a significant increase in platform activity across all core services as the business day begins.

At this time, services remain stable, and our engineering teams are closely monitoring all system metrics for any signs of degradation or load-related impact.

Should any disruption or intermittent issue arise, we will communicate this immediately via our standard channels.

Thank you for your continued patience and trust.

Dear Clients,

Services across the platform have returned to a stable state as of this morning. Our engineering teams are actively monitoring all systems to ensure continued stability and responsiveness.

While all core functions (including SMTP, Webmail, file uploads, and ZCO) are currently performing as expected, we remain vigilant for any signs of recurrence or degradation.

We sincerely thank you for your patience during the disruption and will continue to keep you informed of any material developments.

Sincerely,
SYNAQ Technical Team

Dear Clients,

We have observed a period of improved platform stability over the past hour. However, this improvement is likely correlated with reduced user activity due to the time of day, and does not yet confirm full resolution of the incident.

Intermittent issues may still persist across the following services:
- SMTP (sending via Outlook and other desktop clients)
- Webmail (login, navigation, and attachment uploads)
- ZCO (Zimbra Connector for Outlook)
- General platform usage (e.g., session reliability and upload responsiveness)

Next Steps:
Our teams will continue to monitor overnight and conduct deeper analysis to ensure root causes are fully addressed. A follow-up update will be provided tomorrow morning (Tuesday) with the latest findings and progress.

We appreciate your continued patience and understanding.

Sincerely,
SYNAQ Technical Team

Dear Clients,

There are no new updates at this time. Our teams remain actively engaged in the investigation and are working continuously to isolate and resolve the root cause behind the ongoing service disruptions.

We will provide the next update as soon as we have meaningful progress to share.

Thank you for your continued patience.

Sincerely,
SYNAQ Technical Team

Dear Clients,

Our investigation remains ongoing. We can now confirm that Zimbra Connector for Outlook (ZCO) is also experiencing issues, in addition to the previously reported disruptions across SMTP, Webmail, and File Uploads.

Affected Services:
- SMTP (sending mail via Outlook and other desktop clients)
- Webmail (intermittent accessibility and feature degradation)
- File Uploads (e.g., attachments)
- ZCO (Zimbra Connector for Outlook) – confirmed to be affected

What We’re Doing:
Our engineering and infrastructure teams are actively assessing all layers involved in authentication, delivery, and storage interaction. We are also tracing potential systemic latency or load-related issues that may be impacting session establishment and service responsiveness.

Next Update:
We will share further updates as soon as additional information becomes available.

Thank you for your continued patience and understanding as we work to resolve this matter.

Kind Regards,

Affected Services:

- SMTP (sending via Outlook and other clients)
- Webmail (intermittent access and usage issues/ File uploads)


Current Impact:
We are seeing widespread degradation across multiple CloudMail services. Users are reporting:

- Intermittent or failed SMTP sending attempts
- Difficulty accessing or using Webmail
- File upload failures, particularly when attaching files when composing emails.

What We’re Doing:
Our engineering team is actively investigating across all layers of the platform to identify the root cause. Telemetry and service health are being reviewed across:
- Authentication flows
- Storage/attachment processing
- Frontend service responsiveness

Next Update:
A further update will be provided as soon as possible on any new developments.

We understand the urgency and apologize sincerely for the disruption. Thank you for your patience while we work to restore full service.

Impact: Some users are experiencing intermittent failures when attempting to send emails via SMTP using Outlook.

Details:
We are aware of an issue causing intermittent SMTP authentication or delivery failures for users sending email through Outlook. This appears to affect only certain sessions or users sporadically. Our engineering team is actively investigating and analyzing backend telemetry to determine the root cause and scope.

We apologize for the inconvenience and appreciate your patience while we work to restore consistent functionality.

Sincerely,
SYNAQ Technical Team