Time: June 21, 2024, 7:59 a.m.

Status: Resolved

Update: Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team

Time: June 21, 2024, 7:37 a.m.

Status: Monitoring

Update: Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service will soon return to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team

Time: June 21, 2024, 7:22 a.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: June 21, 2024, 7:21 a.m.

Status: Investigating

Update: Dear SYNAQ Client , We have identified a major Cloud Mail incident where clients are experiencing intermittent failures on Zimbra Cloudmail. Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise for the inconvenience caused. Sincerely, SYNAQ Technical Team

Time: May 10, 2024, 10:48 a.m.

Status: Resolved

Update: Dear SYNAQ Client, Our engineers have both identified and resolved the SYNAQ Cloud Mail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team

Time: May 10, 2024, 10:42 a.m.

Status: Monitoring

Update: Dear SYNAQ Client, Our engineers have both identified and resolved the Securemail incident. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team

Time: May 10, 2024, 9:36 a.m.

Status: Identified

Update: Dear SYNAQ Client, Our engineers are still working on the incident as a matter of urgency and will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team

Time: May 10, 2024, 8:37 a.m.

Status: Identified

Update: Dear SYNAQ Client, Our engineers have identified the cause of the incident and are working on resolving the matter. We will continue to provide updates as they become available. We apologise for the inconvenience caused and would like to assure you that this is being treated as a matter of importance and urgency. Sincerely, SYNAQ Technical Team

Time: May 10, 2024, 8:12 a.m.

Status: Investigating

Update: Dear SYNAQ Client We have identified a major Securemail UI incident where clients are experiencing a database issue - impacting message listing data. Engineers are investigating as a matter of urgency, and we will continue to provide updates as they become available. We apologise again for the inconvenience caused. Sincerely, SYNAQ Technical Team

Time: May 2, 2024, 3:33 p.m.

Status: Resolved

Update: Dear SYNAQ client, We have identified and resolved the current network accessibility issue, which was due to a data centre incident being experienced by our upstream provider. The service has returned to optimal functionality and we will continue to monitor the service closely. Thank you for your patience and understanding on this matter. Sincerely, SYNAQ Technical Team

Time: May 2, 2024, 3:10 p.m.

Status: Monitoring

Update: Dear SYNAQ Client, Services to major Data centres have been restored and operating normally. We apologise for the service disruption and remain committed to providing you with the exceptional service you have come to expect from SYNAQ. We will continue to monitor the service. Sincerely, SYNAQ Technical Team

Time: May 2, 2024, 2:46 p.m.

Status: Investigating

Update: Dear SYNAQ Client, We are experiencing a service issue on the SYNAQ Cloud Mail platform. We apologise for this inconvenience. Our engineers are looking into the problem and should have us back to normal in the shortest time possible! Sincerely, SYNAQ Technical Team

Time: Feb. 29, 2024, 2:36 p.m.

Status: Resolved

Update: Dear Valued Client, We are pleased to announce that the Cloud Mail mobile app performance issue has been resolved and the service is recovering. We will continue to monitor performance. We sincerely apologise for any inconvenience this may have caused and appreciate your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 11:24 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We are currently deploying a fix to restore impacted services. We will provide the next update once we recieve feedback from the upstream vendor. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 10 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We are currently deploying a fix to restore impacted services. We will keep you updated on the progress on an hourly basis. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 9 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We are pleased to inform you that we have received a potential solution (fix) from our upstream vendor. We are currently deploying and thoroughly evaluating this fix to assess its effectiveness in restoring impacted services. We will keep you updated on the progress and anticipated timeframe for complete service restoration on an hourly basis. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 8:11 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team continue to resolve the issue. Follow up updates will be provided hourly. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 7:01 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team continue to resolve the issue. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 6:32 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the root cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team continue to work on a fix for this issue. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 5:57 a.m.

Status: Identified

Update: Dear Valued Client, We have identified the cause of the Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team resolve the issue. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Feb. 29, 2024, 5:34 a.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: Feb. 29, 2024, 5:33 a.m.

Status: Investigating

Update: Dear Valued Client, We have identified a minor Cloud Mail incident where clients are experiencing degraded performance on the mobile application. Email access is still operational on Desktop, Webmail and phone browser. We sincerely apologise for any inconvenience this may cause while our engineering team investigate. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Dec. 22, 2023, 10:13 a.m.

Status: Postmortem

Update: **Subject: Cloud Mail Update: Intermittent Cloud Mail sending Issue, Resolved** Dear Valued Client, We're pleased to inform you that the temporary issue affecting email sending in Microsoft Outlook for some Cloud Mail users has been resolved! As you know, a recent MS Office update caused a small number of emails to be impacted. We understand the importance of seamless communication, and we're happy to announce that Zimbra and Microsoft have collaborated to release a patch fixing this issue. We appreciate your patience and understanding throughout this process. **For technical teams:** The implementation guide is available in **Appendix A** of this communication. **Monitoring the Fix:** While we're confident the patch will address the issue effectively, we kindly request your assistance in monitoring its performance when you return from the festive season break. Should you encounter any further issues with sending emails from Outlook, please don't hesitate to contact us for further assistance. **Thank you for your cooperation.** We hope you have a relaxing and enjoyable holiday season! Sincerely, SYNAQ Team ----------------------------------------------------------------------------------------------------------- **Appendix A:   A guide for installing the new ZCO build:** **Before You Begin:** * Outlook Version: Make sure you know whether your Outlook installation is 32-bit or 64-bit. This information is essential for downloading the correct ZCO version. * Administrative Permissions: You'll need administrative permissions on your computer to install software. * Close Outlook: If Outlook is running, close it before proceeding. **Steps:** 1. **Uninstall Old ZCO \(if applicable\):** * If you have a previous version of ZCO installed, uninstall it first from your computer's Control Panel. 2. **Download the New ZCO Build:** * Download the ZCO installer file that matches your Outlook version \(32-bit or 64-bit\) from the designated download location. * The Zimbra Connector Outlook download can be found here:  [https://www.zimbra.com/product/addons/zimbra-connector-for-outlook-download/](https://www.zimbra.com/product/addons/zimbra-connector-for-outlook-download/) 3. **Install ZCO:** * Double-click the downloaded ZCO .msi file. * Click Run to start the installation. * Click Next on the initial screen. * Read the license agreement and click I accept the terms in the License Agreement. * Click Next. * Click Next again to begin the installation. * When the installation completes, click Close. 4. **Create a New Outlook Profile:** * Open Mail from the Control Panel. * Click Show Profiles. * Click Add to create a new profile. * Select Manual Setup and then Other. * In the Other dialog box, ensure Zimbra Collaboration Server is selected and click Next. 5. **Enter Account Information:** * Server Name: cloudmail.synaq.com * Use Secure Connection: Check this box. * Email Address: Enter your full email address. * Password: Enter your mailbox password. 6. **Complete Installation:** * Click Apply to finish setting up the new profile. **Now you're ready to use Outlook with your Zimbra account!** Should you require additional assistance please contact Support on [011 262 3632]() or email [[email protected]](mailto:[email protected]) .

Time: Dec. 20, 2023, 6:47 a.m.

Status: Resolved

Update: Dear Valued Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing intermittent errors on outgoing mails. Due to a recent MS Office update, some emails may be delivered as blank. We sincerely apologise for any inconvenience this may cause. Temporary Solutions: a) To ensure uninterrupted communication while continuing to use MS Outlook, we recommend, composing an email, saving it and then proceed to send, while our teams work on a permanent fix. b) Or should you prefer a web-based option, we recommend using SYNAQ Webmail while our teams work on a permanent fix. c) Alternatively, downgrade your MS Outlook to version “16924.20150”, ensuring that “auto updates” is not selected. The step-by-step guide on how to downgrade can be found here; https://kb.4team.biz/how-to-downgrade-outlook-version/. Permanent Solution: Zimbra are actively collaborating with Microsoft to release a patch that will fix this issue. The teams are diligently testing to ensure stability and effectiveness. We will closely monitor progress and communicate a confirmed release date as soon as it becomes available. We understand this disruption may be frustrating, especially during this busy period. If you have any questions or need assistance transitioning, please don't hesitate to contact us. Thank you for your patience and understanding. Sincerely, SYNAQ Team

Time: Dec. 19, 2023, 10:49 a.m.

Status: Identified

Update: Dear Valued Client, We have identified a minor Cloud Mail incident where a subset of clients are experiencing intermittent errors on outgoing mails. Due to a recent MS Office update, some emails may be delivered as blank. We sincerely apologise for any inconvenience this may cause. Temporary Solutions: a) To ensure uninterrupted communication while continuing to use MS Outlook, we recommend, composing an email, saving it and then proceed to send, while our teams work on a permanent fix. b) Alternatively, should you prefer a web-based option, we recommend using SYNAQ Webmail while our teams work on a permanent fix. Permanent Solution: We are actively collaborating with Zimbra to release a patch that will fix this issue. While the patch is being rigorously tested, we don't have an exact release date yet. We will keep you updated on the progress. We understand this disruption may be frustrating, especially during this busy period. If you have any questions or need assistance transitioning, please don't hesitate to contact us. Thank you for your patience and understanding. Sincerely, SYNAQ Team