Outage of Legacy Email Platform (Resolved)
  • Priority - Critical
  • Affecting System - Legacy Email Platform
  • **UPDATE -- 2018-08-10 @ 02:23AM:  All legacy accounts have been migrated to the new 'QMT' server. The email indexing issue has been resolved, so you shouldn't be seeing any problems accessing you email via webmail or IMAP/POP3.

    **UPDATE -- 2018-08-08 @ 11:32PM:  We've completed the setup of the new mail system to host legacy clients. 99% of the domains have been restored, and we are currently performing a couple of post-migration tasks that will resolve any issues you may experience regarding messages not appearing in webmail or your email clients. Since the infrastructure on the back-end was upgraded, the new server needs to index all of the mailboxes we just migrated -- so this issue should be resolved soon the re-indexing takes place.  

    FROM THIS POINT ON -- if you are using a "Smile-owned" domain name (e.g.; smileglobal.com, smilegram.com, cdemail.com, etc.), you will need to change the incoming & outgoing server names in your email client to: qmt.smileglobal.com

    You will also need to enable SMTP Authentication, and use your email address + password for login info. Make sure you select port 587 and enable STARTSSL.

    New Webmail URL: https://qmt.smileglobal.com/roundcubemail
    New ManageMail URL: https://qmt.smileglobal.com/qmailadmin

    *NOTE: The URL's above will change back to webmail.smileglobal.com & managemail.smileglobal.com in the next week or so. The "QMT" URL's listed above will still remain valid.

    We apologize for the extended outage. At this time, we are fixing a couple of issues with mailing lists and aliases/forwards -- but everything else should be operational. If you notice any problems please submit a trouble ticket  https://manage.smileglobal.com/submitticket.php

     

    Thank you,
    Smile Support Team

    **UPDATE -- 2018-08-08 @ 12:06AM:  Our legacy email system has experienced a serious failure platform failure, requiring that a new server be setup and all legacy domains and mailboxes get migrated immediately.  
    We've built the new server and are currently in the process of running local backups of all remaining legacy domains. Backups will then be uploaded to the new server as they complete and will be restored once the transfers have completed. We apologize for the extended downtime and assure you we are working as quickly as possible to get this resolved. You'll be able to access email via webmail from the link on our website once this is completed https://web1.smileglobal.com/roundcube/

    There will be some configuration changes needed on your mobile devices and email clients in regards to sending/receiving email (you'll need change the incoming/outgoing server name to "qmt.smileglobal.com", and use port 587 for the SMTP server, and enable SMTP authentication -- then use your email address & password for the credentials).

    Smile-owned domain names In-Progress:
    smileglobal.com
    smilegram.com
    hdemail.com
    inboxemail.com
    media-email.com
    nbay.net
    petlover.org

    Completed Domains:
    emailgarden.com
    cdemail.com
    guruconnect.com

     

    Initial Issue: We are currently experiencing an issue that is affecting our legacy email platform, webmail, and our managemail control panel. This issue is also preventing delivery of emails to smileglobal.com

    Please hang tight while we work on a resolution and check back later for a status update. We apologize for the inconvenience and are working as quickly as we can to restore service.

    *NOTE: All clients hosted on the new SmileMail platform are unaffected.

    Thank you for your patience,
    Smile Support Team

     

  • Date - 08/07/2018 00:30 - 08/10/2018 02:22
  • Last Updated - 08/10/2018 02:22
DDoS Attack -- Smile DNS Infrastructure (Resolved)
  • Priority - Critical
  • Affecting System - DNS
  • We experienced a major DDoS attack yesterday on our DNS Infrastructure which led to a number of issues for Smile Subscribers -- including:

    1. Slow webpage load times
    2. Slow/intermittent email issues
    3. The following sites were also unavailable during this time: smileglobal.com, status.smileglobal.com. and billing.smileglobal.com

    This issue has been addressed, and the vulnerable DNS servers have been replaced. We apologize for the inconvenience and frustration many of you likely experienced.

    Thank you for your patience and understanding.

  • Date - 02/06/2015 08:00 - 02/07/2015 01:28
  • Last Updated - 02/07/2015 01:32
Primary webserver temporarily offline (Resolved)
  • Priority - Critical
  • Affecting Server - v2
  • We are investigating an issue that has temporarily brought down the webserver which hosts not only customer sites, but our own website and status site. Please check back shortly for updates.

    We had to rebuild the RAID array of the server, which took a lengthy period of time. We apologize for the downtime, and will be implementing a failover system to prevent future problems of this nature.

    Thank you for your patience during this time.

    Smile Support Staff

  • Date - 06/27/2013 00:00 - 06/27/2013 08:00
  • Last Updated - 06/27/2013 08:12
RAID array drive replacement (Resolved)
  • Priority - High
  • Affecting System - Q2 Email Server
  • We are replacing a failed harddrive on our Q2 email server - our goal is to keep service online during this process, however there is a slight chance that the server will need to be taken offline for the final stage of this process.

     
    We will also post this on our status website. If you are encounter an outage, please check the status site and be patient while we get things resolved.
     
    Thank you,
     
    Smile Support Team

  • Date - 01/13/2013 09:30 - 01/13/2013 12:30
  • Last Updated - 05/15/2013 01:21
Email server maintenance (Resolved)
  • Priority - Critical
  • Affecting System - Email
  • We are currently performing offline maintenance on our primary email server at this time. We apologize for the inconvenience and hope to have things back up and running soon. Please check our status site for updated information: http://status.smileglobal.com


    Thank you for your patience,

    Smile Support Staff

  • Date - 12/10/2012 01:48 - 12/13/2012 02:28
  • Last Updated - 12/10/2012 01:50
Scheduled Maintenance on Plesk server (Resolved)
  • Priority - Critical
  • Affecting Other - Plesk
  •  

    The datacenter hosting our Plesk server has issued the following announcement, so we’d like to pass it along to our customers that have services hosted on this server. *Please Note: Smile’s Status server is also hosted on this server, which means that you will not be able to access our status site while the server is down.

    Please be advised that our staff will be performing necessary Virtuozzo Linux upgrades and service container maintenance on hardware nodes currently operating one of our virtual servers on Sunday, January 1, 2012 starting at 7:00 PM ET.

    The maintenance window is scheduled between 7:00 PM and 11:59 PM ET. Software updates will require patching and rebooting hardware nodes. These updates are necessary to prevent unexpected issues with Parallels Virtuozzo and to insure that hardware nodes are secure and stable. These updates will also address the known server side backup issues that are occurring for some customers. No more than 20 minutes of downtime is anticipated for any virtual server.

    Thank you for your understand.

    Smile Support Staff

     

  • Date - 01/01/2012 19:00 - 01/01/2012 23:59
  • Last Updated - 01/14/2012 16:45
Service Disruption (Resolved)
  • Priority - Critical
  • Affecting System - Upstream Network Provider
  • We had a brief service disruption this morning due to an outage at an upstream network provider. This issue has since been resolved and should not ocurr again.

    Thanks for your patience,

    Smile Support Staff

  • Date - 12/20/2011 09:30 - 12/20/2011 09:40
  • Last Updated - 12/20/2011 19:14

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