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Old 17 Apr 2020, 05:23 PM   #1
filbert
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Join Date: Aug 2013
Posts: 95
IMAP Issues

Suddenly, none of my IMAP clients can connect to Runbox servers. This includes Thunderbird and Apple Mail on my Mac and mobile devices. I can use webmail with the same username and password, so that's not the issue.

Status page doesn't mention any problems.

I have raised a support ticket but wondered if anyone else was having issues.
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Old 17 Apr 2020, 08:33 PM   #2
FredOnline
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Location: Manchester UK
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From the Runbox Service Status Page:

Quote:
Update 17-Apr-2020 11:49 CEST: Unfortunately we had an IMAP/POP server issue in the last few hours which has affected some customers. This has now been resolved. Apologies for the inconvenience.
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Old 17 Apr 2020, 11:49 PM   #3
filbert
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Yes, thanks - I had a reply from support saying the same. It wasn't on the status page when I started having problems, otherwise I wouldn't have needed to raise the ticket...
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Old 24 Apr 2020, 08:00 AM   #4
adam1991
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Problems continue. Worst day ever today. I finally dropped a note to support, at which point they updated their status page.


Funny thing--I never got an autoreply back from support, or any overt indication that they got my email...
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Old 24 Apr 2020, 06:46 PM   #5
FredOnline
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From the Runbox Service Status Page:

Quote:
UPDATE 2020-04-24 09:15 CEST: We suspect faulty hardware in one of our storage units and are now restarting it while initiating acquisition of a replacement server.

UPDATE 2020-04-24 09:45 CEST: The restart of the storage units and all services that utilize it does not seem to have helped. We are now considering hardware replacements in the storage unit itself.

UPDATE 2020-04-24 10:25 CEST: We are in communication with our hardware supplier regarding replacement parts for the storage unit, and have an alternate plan for acquiring required hardware if needed.

Our sysadmin team have established plans for testing hardware replacement and operating system replacement. Additionally they are developing plans for replacement of SSD disks if that will be necessary.

UPDATE 2020-04-24 11:00 CEST: A full replacement server is being acquired in order to execute the replacement as efficiently as possible.
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Old 24 Apr 2020, 06:56 PM   #6
evfrson
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Shouldn't a company such as Runbox have hardware immediately available to swap out in the event of such hardware failures?
What would happen if they had 2 or three failures at the same time without having spare hardware on-site ?
As an aside I can't believe Runbox 7 is STILL in beta!
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Old 25 Apr 2020, 08:09 AM   #7
TenFour
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Quote:
Shouldn't a company such as Runbox have hardware immediately available to swap out in the event of such hardware failures?
What would happen if they had 2 or three failures at the same time without having spare hardware on-site ?
Reliability is #2 on my list of required features after #1 Security. For better or worse, it's why I think you can only rely on the biggest providers for mission-critical email.
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Old 27 Apr 2020, 05:47 PM   #8
FredOnline
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From the Runbox Service Status Page:

Quote:
UPDATE 2020-04-27 09:15 CEST: After further analysis and configuration tuning the IMAP/POP services are stabilized and performing normally.
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Old 29 May 2020, 05:08 AM   #9
adam1991
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And, maybe the problem is back?

Or some problem is. My email client, on multiple computers, is intermittently and frequently telling me that I must log in.

I submitted an email to support.
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Old 29 May 2020, 06:31 PM   #10
FredOnline
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https://status.runbox.com/2020/05/29/access-issues-6/
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Old 29 May 2020, 08:35 PM   #11
Berenburger
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Quote:
Originally Posted by FredOnline View Post
A continuous struggle with their backend.
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Old 29 May 2020, 08:38 PM   #12
FredOnline
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Quote:
Originally Posted by Berenburger View Post
A continuous struggle with their backend.
Alas, could happen to us all eventually.
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Old 31 May 2020, 03:24 PM   #13
janusz
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Problems with IMAP access again? Sunday around 6am GMT.
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Old 31 May 2020, 03:42 PM   #14
FredOnline
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I've been online for about an hour so far this morning, no IMAP problems for me.

But you're not alone:

https://twitter.com/coolfactor/statu...75009823756290
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Old 31 May 2020, 05:49 PM   #15
FredOnline
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Runbox on Twitter are currently asking for people to raise support tickets, they are aware there is a problem.
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