Is there an SYNAQ outage?
SYNAQ status: Systems Active
Last checked: 25 seconds ago
Get notified about any outages, downtime or incidents for SYNAQ and 1800+ other cloud vendors. Monitor 10 companies, for free.
Last checked: 25 seconds ago
Get notified about any outages, downtime or incidents for SYNAQ and 1800+ other cloud vendors. Monitor 10 companies, for free.
Outage and incident data over the last 30 days for SYNAQ.
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Sign Up NowOutlogger tracks the status of these components for Xero:
| Component | Status |
|---|---|
| SYNAQ Archive | Active |
| SYNAQ Branding | Active |
| SYNAQ Cloud Mail | Active |
| SYNAQ Continuity | Active |
| SYNAQ Q Portal | Active |
| SYNAQ Securemail | Active |
View the latest incidents for SYNAQ and check for official updates:
Description: Dear SYNAQ Client, The network accessibility incident has been confirmed as resolved by our upstream provider. All SYNAQ platforms are thus operating optimally. We appreciate your understanding and continued support. Sincerely, SYNAQ Technical Team
Status: Resolved
Impact: Critical | Started At: Oct. 12, 2022, 10:15 a.m.
Description: # Post Mortem Report The purpose of this post-mortem is to detail the investigations and subsequent findings of the impact of Cloud Mail incident of May 26 2022. ## **Background** * On Zimbra, we perform regular proactive maintenance on our LDAP servers. * This involves reloading of the LDAP Databases on all masters and replica servers using a backup of one of the master databases. * This is done quarterly to maintain optimal performance of the LDAP service. * This process has been performed over the last 3 years in conjunction with our vendor without issue. **On Wednesday 25th May 2022:** * An LDAP maintenance change was performed on the evening of the 25th at 20:00. * A SYNAQ Engineer was working with our vendor engineer for this change and a miscommunication occurred between them, which resulted in the incorrect backup being applied \(it was a legacy backup from January 18 2022\), instead of current backup taken from a master that evening. **On Thursday 26th May 2022: Authentication Failures Experienced** * \[07:00am\]: We received reports of a subset of clients that were experiencing authentication issues \(i.e. could not login to their mailbox\). * Our engineers investigated the issue and we uncovered that we were working on incorrect version of the LDAP database * \[8:03am – 9:31am\]: SYNAQ engineers took the LDAP system down for the purposes of restoring the most current version of the backups to all LDAP servers and this reloading to approximately 90 minutes. * Authentication services were restored at 09:31 AM. ## Remedial Actions **Immediate – 0-3 months:** * Improve and verify standard operating procedure for LDAP optimisation process with additional test cases. * Build an additional monitoring alert that allows us to detect anomalous changes in expected data found in LDAP after a reload process is performed. **Long term: 6 – 12 months:** * Zimbra 9 – LDAP fixes and improvements.
Status: Postmortem
Impact: Major | Started At: May 26, 2022, 6:03 a.m.
Description: # Post Mortem Report The purpose of this post-mortem is to detail the investigations and subsequent findings of the impact of Cloud Mail incident of May 26 2022. ## **Background** * On Zimbra, we perform regular proactive maintenance on our LDAP servers. * This involves reloading of the LDAP Databases on all masters and replica servers using a backup of one of the master databases. * This is done quarterly to maintain optimal performance of the LDAP service. * This process has been performed over the last 3 years in conjunction with our vendor without issue. **On Wednesday 25th May 2022:** * An LDAP maintenance change was performed on the evening of the 25th at 20:00. * A SYNAQ Engineer was working with our vendor engineer for this change and a miscommunication occurred between them, which resulted in the incorrect backup being applied \(it was a legacy backup from January 18 2022\), instead of current backup taken from a master that evening. **On Thursday 26th May 2022: Authentication Failures Experienced** * \[07:00am\]: We received reports of a subset of clients that were experiencing authentication issues \(i.e. could not login to their mailbox\). * Our engineers investigated the issue and we uncovered that we were working on incorrect version of the LDAP database * \[8:03am – 9:31am\]: SYNAQ engineers took the LDAP system down for the purposes of restoring the most current version of the backups to all LDAP servers and this reloading to approximately 90 minutes. * Authentication services were restored at 09:31 AM. ## Remedial Actions **Immediate – 0-3 months:** * Improve and verify standard operating procedure for LDAP optimisation process with additional test cases. * Build an additional monitoring alert that allows us to detect anomalous changes in expected data found in LDAP after a reload process is performed. **Long term: 6 – 12 months:** * Zimbra 9 – LDAP fixes and improvements.
Status: Postmortem
Impact: Major | Started At: May 26, 2022, 6:03 a.m.
Description: Summary and Impact to Customers On Tuesday 12th April 2022 from 12:06 to 13:22, SYNAQ Cloud Mail experienced an authentication incident affecting a subset of users. The resultant impact of the event was that this subset of users were unable to authenticate and access their mailboxes. Root Cause and Solution The root cause of this event was due to a Cloud Mail mailbox store becoming unresponsive. Due to the unresponsive server, it was not able to process authentication requests for any of the users on this store. To resolve the issue initially, we rebooted the affected store, but it did not boot up, because the server was unable to load the operating system as it could not find the boot information. We identified and resolved a firmware issue related to VMware SCSI drivers which prevented the VM from booting the operating system disk. Remediation Actions * We have identified other VMs which could potentially be exposed to the same risk, and will be scheduling time to address them.
Status: Postmortem
Impact: Major | Started At: April 12, 2022, 10:36 a.m.
Description: Summary and Impact to Customers On Tuesday 12th April 2022 from 12:06 to 13:22, SYNAQ Cloud Mail experienced an authentication incident affecting a subset of users. The resultant impact of the event was that this subset of users were unable to authenticate and access their mailboxes. Root Cause and Solution The root cause of this event was due to a Cloud Mail mailbox store becoming unresponsive. Due to the unresponsive server, it was not able to process authentication requests for any of the users on this store. To resolve the issue initially, we rebooted the affected store, but it did not boot up, because the server was unable to load the operating system as it could not find the boot information. We identified and resolved a firmware issue related to VMware SCSI drivers which prevented the VM from booting the operating system disk. Remediation Actions * We have identified other VMs which could potentially be exposed to the same risk, and will be scheduling time to address them.
Status: Postmortem
Impact: Major | Started At: April 12, 2022, 10:36 a.m.
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