As many of you have noticed, webmail users have experienced login failures yesterday and today. We apologize for the loss of webmail access and are sharing an update while we continue work to resolve the issue. Below is a response from Rackspace who is currently working on the issue:

What is going on

The user identity system that controls all usernames and passwords consists of numerous subsystems. The subsystem that handles webmail logins is performing slowly. Once a user has successfully logged in, however, email performance is normal. There is no impact to incoming or outgoing email. 

Users who access email via desktop or mobile device email clients are not affected by this issue. If you need help setting up a device, click here to get easy to use instructions: http://setup.emailsrvrhelp.com/

How we are responding

First, to control performance we are intentionally rate limiting logins to webmail, online docs, and cloud drive. 

Second, we are adding login processing capacity to the system to address current performance issues. Due to the size and complexity of our systems, this work must be done carefully. Capacity improvements will begin this evening and will continue through the weekend.

While additional capacity will mitigate the current state, we are actively investigating the underlying cause of the issue.

What is next

We are closely monitoring system loads and will continue to do so. Because of the nature of this incident, we may have to initiate some amount of rate limiting for webmail logins on Monday, 27 August 2018, as we load increases throughout the work day. 

Upon request, we will make available an Incident Report that details the root cause of the issue, as well as remediation steps taken and actions we will take to prevent this issue from reoccurring. 

Conclusion

We deeply apologize for users experiencing trouble accessing webmail. We know that email is important to you and will continue to work diligently to resolve this issue. 

We will post status updates as significant events occur.

Friday, August 24, 2018

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