PolarisMail support unresponsive

Clive T · 2 May 2014, 09:08 PM

I've used Polaris for a year without any issues, but in the last two weeks I've had to send two emails to the support address over a niggling Exchange problem.
I'm disappointed not to have had even an acknowledgement to either message so far.
What's going on there?

petergh · 2 May 2014, 09:27 PM

Just so as to rule out any email routing issues on your end, you may want to try and send a message to George_B via this forum. Just a suggestion.

Clive T · 3 May 2014, 12:42 AM

Well, I sent the emails from a Polaris address, via Polaris's server to a Polaris support address. Not much leeway for a routing problem, I'd have thought!

George_B · 3 May 2014, 07:10 PM

Quote:

Originally Posted by Clive T

Well, I sent the emails from a Polaris address, via Polaris's server to a Polaris support address. Not much leeway for a routing problem, I'd have thought!

Hi Clive,

I'm pretty sure we have no unanswered e-mails. Can you confirm the address you sent the request to ?

George

Clive T · 3 May 2014, 08:22 PM

Quote:

Originally Posted by George_B

Hi Clive,

I'm pretty sure we have no unanswered e-mails. Can you confirm the address you sent the request to ? George

support@polarismail.com on 24 & 30 April from m***@f*****t.com

Regards

George_B · 3 May 2014, 11:37 PM

Quote:

Originally Posted by Clive T

support@polarismail.com on 24 & 30 April from m***@f*****t.com

Regards

Can you PM me the actual message and/or the headers with delivery confirmation ?

We have not received any e-mail from you since January.

Clive T · 4 May 2014, 01:40 AM

George

PM sent.

George_B · 4 May 2014, 09:23 AM

It seems you are not allowing the reception of private messages so I will reply here:

I'm definitely at a loss as to what happened here. I've tried e-mailing support from your account and it worked without problems.

I can tell you that on April 9th we patched our servers against the Heartbleed bug and changed our certificates so that's why your tablets stopped working most likely. In any case, it was very easy to fix.

Our SMTP servers have no record of either of your messages so that's just really weird! You sent the e-mails from the web interface or a mobile device ?

Clive T · 4 May 2014, 11:23 AM

Sorry. I've now allowed PMs, I hadn't realised they were disabled. Both emails were sent from the enhanced web login using Win7 on my PC.

I've also noticed that recently ALL mail that I send from that interface has been slow to send; there's usually a delay of around 30 seconds or so before messages get sent. Maybe my attempts to send from the Android devices are timing out?

George_B · 4 May 2014, 05:09 PM

Quote:

Originally Posted by Clive T

Sorry. I've now allowed PMs, I hadn't realised they were disabled. Both emails were sent from the enhanced web login using Win7 on my PC.

I've also noticed that recently ALL mail that I send from that interface has been slow to send; there's usually a delay of around 30 seconds or so before messages get sent. Maybe my attempts to send from the Android devices are timing out?

Please provide an e-mail address so we can continue this in private.

Clive T · 4 May 2014, 07:13 PM

Rather than sending a PM here I've just sent an email to support@polarismail.com with the subject "Android Exchange issues".

Let me know here if you don't receive it!

Clive T · 5 May 2014, 09:04 PM

An update for anyone interested.
George and his team quickly resolved the issues I had and all's well in my world again!

2 May 2014, 09:08 PM	#1
Clive T Senior Member Join Date: Aug 2003 Location: Tunbridge Wells, UK Posts: 117	PolarisMail support unresponsive I've used Polaris for a year without any issues, but in the last two weeks I've had to send two emails to the support address over a niggling Exchange problem. I'm disappointed not to have had even an acknowledgement to either message so far. What's going on there?

4 May 2014, 11:23 AM	#9
Clive T Senior Member Join Date: Aug 2003 Location: Tunbridge Wells, UK Posts: 117	Sorry. I've now allowed PMs, I hadn't realised they were disabled. Both emails were sent from the enhanced web login using Win7 on my PC. I've also noticed that recently ALL mail that I send from that interface has been slow to send; there's usually a delay of around 30 seconds or so before messages get sent. Maybe my attempts to send from the Android devices are timing out? Last edited by Clive T : 4 May 2014 at 03:58 PM.

2 May 2014, 09:27 PM	#2
petergh Master of the @ Join Date: Jan 2002 Location: Denmark Posts: 1,302	Just so as to rule out any email routing issues on your end, you may want to try and send a message to George_B via this forum. Just a suggestion.

3 May 2014, 12:42 AM	#3
Clive T Senior Member Join Date: Aug 2003 Location: Tunbridge Wells, UK Posts: 117	Well, I sent the emails from a Polaris address, via Polaris's server to a Polaris support address. Not much leeway for a routing problem, I'd have thought!

4 May 2014, 01:40 AM	#7
Clive T Senior Member Join Date: Aug 2003 Location: Tunbridge Wells, UK Posts: 117	George PM sent.

4 May 2014, 09:23 AM	#8
George_B Cornerstone of the Community Join Date: Jan 2008 Posts: 704 Representative of: PolarisMail.com	It seems you are not allowing the reception of private messages so I will reply here: I'm definitely at a loss as to what happened here. I've tried e-mailing support from your account and it worked without problems. I can tell you that on April 9th we patched our servers against the Heartbleed bug and changed our certificates so that's why your tablets stopped working most likely. In any case, it was very easy to fix. Our SMTP servers have no record of either of your messages so that's just really weird! You sent the e-mails from the web interface or a mobile device ?

4 May 2014, 07:13 PM	#11
Clive T Senior Member Join Date: Aug 2003 Location: Tunbridge Wells, UK Posts: 117	Rather than sending a PM here I've just sent an email to support@polarismail.com with the subject "Android Exchange issues". Let me know here if you don't receive it!

5 May 2014, 09:04 PM	#12
Clive T Senior Member Join Date: Aug 2003 Location: Tunbridge Wells, UK Posts: 117	An update for anyone interested. George and his team quickly resolved the issues I had and all's well in my world again!