What is the status of this ongoing email issue?

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  • Announcement
  • Updated 6 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

We are terribly sorry for the ongoing email issues and not having an ETA for when will be resolved. For anyone who has not been following the situation here is a summary.

Homestead recently implemented a new spam filter which has had some repercussions. Many customers are experiencing slowness and delivery problems due to an unusual amount of spam. In addition some customer email accounts are not showing up on the Email Manager screen. Our email admins are working diligently to fix the problem by building new email servers with an improved spam filter. It will take some time to get the new servers installed and configured as well as get any remaining black lists issues resolved. Since this is a major upgrade there are numerous complexities we are dealing with. Therefore we still do not have a definitive ETA.


What can I do?

1. If you need an update on the email situation, you can visit the announcement thread here.

2. We understand that for many of you, your email is a critical component of your business. Since we do not have an ETA, you may wish to set up an email account through another provider such as Zoho, or Google.

3. If you do create an email account with a different provider you will need to update your MX records through the Domain Manager screen on Homestead.com See instructions

This thread will remain open for questions if anyone needs help changing their MX records, please post below.

Please do not use this thread for posting complaints or venting. We do understand how frustrating this is for many of you but I need to keep this thread focused on helping customers. If you would like to voice a complaint please post here

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Mike F., Alum

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Posted 6 years ago

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Cathy0451

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Mike F. I find your response to our emails extremely frustrating. You say the same thing over and over with no real solutions or ETA resolution provided. Tacking on a "sorry" at the end does not help nor fix the problem. At this point, your "sorry" comes across insincere and patronizing.

Why are you the only individual responding to our complaints?

Why hasn't this problem been escalated up the chain of command and made a priority for your clients?

It just further indicates that Intuit is not taking our complaints seriously. What a joke!
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Mike F., Alum

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Hi Cathy0451,

This issue has indeed been escalated all the way up to our COO and I can assure you our management team is taking this very serious. I am also waiting for a statement from them. I do apologize for not having more accurate updates and information to share, but I really have not received any additional updates on progress at this point. I am posting information as soon as it is available to me.

We understand that your email is very important to your businesses, and we do not want to lose your business, but at the same time understand that you must make decisions in the best interest of your business. It is for this reason that we have been suggesting that if your email really is critical to your business, you may wish to switch to a different provider. If you visit this thread, you'll see a couple suggestions for Zoho Mail and Google. https://community.homestead.com/homes...

Mike
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Dutch

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This reply was created from a merged topic originally titled
My homestead email address is failing to allow emails I be sent to it. Error [209.157.71.80]. And 554 5.7.1.


Email address won't allow mail to be sent.
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Mike F., Alum

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Hi Dutch, Sorry for the email issue. This is part of a bigger blacklist issue that we are trying to fix. We are working as hard as we can to get this resolved.
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Marco6472

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This is ridiculous now I have stopped getting e-mails from customers and personal e-mail accounts
I truly do not understand how or why Homestead would allow this to happen.
I was for the amount of money that your company has collect from mine of the YEARS
I should never see an issue last this long
I feel that all the choices you have made to fix the issues have done nothing but create more
I need to know today when will you system be running at 100% again
Cause you are forcing my hand to transfer to a new provider the worries I have there is
It will take twice as long as it should and it won’t have happen correctly since there are still issues with
You email system.
Why did Homestead feel that a change was needed in the first place and why wasn’t this change tested
Before it was put live and cause all of us to have to suffer with the worst service in history.
Duplicate e-mails now, blocked e-mail, timing out issues, slow sending/ receiving
Simply why isn’t it fixed by now you for all the money you get from everyone
You should have a team on this issue 24/7 not 9 to 5. We work 24/7 here and your 9 to 5 repair window
Is killing my compa
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Ahmed Ismail

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This reply was created from a merged topic originally titled
CLIENTS GETTING ERROR MESSAGES WHEN EMAILING ME..


CLIENTS GETTING ERROR MESSAGES WHEN EMAILING ME.

I just had a client email me the error message below, which he received when he tried to email me today. What is going on?

From: Mail Delivery Subsystem
Date: Wed, Oct 2, 2013 at 4:32 PM
Subject: Delivery Status Notification (Failure)
To: chipstir@gmail.com

Delivery to the following recipient failed permanently:

ahmed@portraitplacegpw.com

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domain portraitplacegpw.com by inbound.homesteadmail.com. [209.157.71.80].

The error that the other server returned was:
554 5.7.1 : Recipient address rejected: Policy Rejection- Sender address quota exceeded: Throttled (Error code ERR-3375-T) Please refer to http://support.homestead.com/mail-blo... for more information.

----- Original message -----

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
d=gmail.com; s=20120113;
h=mime-version:in-reply-to:references:date:message-id:subject:from:to
:content-type;
bh=ioOg/XYrqBkiB8/raqARqXTk61snTLnfvScK6Te37uo=;
b=KPjO6txfHXyPwkouMduIq2KYcEpS+BFDHmGgoLeDCuboPLedIAYc+WkbRU4aHgZkJn
9stdPP1FYrmzUyDm6iKibZbEabaMw60HXpGVbz9S3TvVvZuO5y1DBKi4Rz0TGJvyBzze
VycHEGqRL5V/0dFn/4wOsZInAGzVueOCtvX1kGr8pNm8B8gU3AgjOC4PbrddcWdaZeLR
zvIu5pYZCPlNtcs3XSediJ2cHru9xX2FywysciSCInwEyR0Tc7eA92XY6Q8Ag32zGiPD
lDikpuOAi+TjpbAPQMZ5J5fcSH5tijad6Mlp2mNLwuQYp/ZUNDmuJaWp/jXCiafx9sgI
LbLQ==
MIME-Version: 1.0
X-Received: by 10.52.230.35 with SMTP id sv3mr2779456vdc.27.1380745956880;
Wed, 02 Oct 2013 13:32:36 -0700 (PDT)
Received: by 10.220.118.201 with HTTP; Wed, 2 Oct 2013 13:32:36 -0700 (PDT)
In-Reply-To:
References:

Date: Wed, 2 Oct 2013 16:32:36 -0400
Message-ID:
Subject: Fwd: Delivery Status Notification (Failure)
From: Chip Stieber
To: "ahmed@portraitplacegpw.com"
Content-Type: multipart/alternative; boundary=089e0102fe6e48fbcd04e7c7f8e5

---------- Forwarded message ----------
From: Mail Delivery Subsystem
Date: Wed, Oct 2, 2013 at 4:30 PM
Subject: Delivery Status Notification (Failure)
To: chipstir@gmail.com

Delivery to the following recipient failed permanently:

ahmed@portraitplacegpw.com

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for
the recipient domain portraitplacegpw.com by inbound.homesteadmail.com.
[209.157.71.80].

The error that the other server returned was:
554 5.7.1 : Recipient address rejected: Policy
Rejection- Sender address quota exceeded: Throttled (Error code ERR-3375-T).

----- Original message -----

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
d=gmail.com; s=20120113;

h=mime-version:in-reply-to:references:date:message-id:subject:from:to
:cc:content-type;
bh=u+Y3nPXuoZRxL4BjlOLBXeZbwlSvyY6X0cZVgFBBpUc=;
b=PIsnekq4spGW3Rve5kfGjWffIlURY9aeyh7qBqGJzBv8oXhxiW01atBFCZctrJYU/A

d2Q06dh9tsroz9r62IfuJu7FulibenlCScNW2Ggi4bL7ovvbtReCFs5fRiOpNzHQtBaH

qax9Iar5OrxY9ESBsaXPkvlK4ULJv6V1aNfpsgMZu2ojf8KU8f1ZxIfZTFwLH/aQHfPc

uiPB8jfduEBwF66Ypt4d2WeHu4Nln5nsC150yvQI6zdbTIuEs6fn3kVwjkutIDPjP+TE

OHVwS4kKLi72k6cG9AZCWhiSwKaBFP2aiH32pjqWjtj7ycsa4IoDcDMR2xETvJQs/sn3
dAZA==
MIME-Version: 1.0
X-Received: by 10.52.230.35 with SMTP id sv3mr2772411vdc.27.1380745832516;
Wed, 02 Oct 2013 13:30:32 -0700 (PDT)
Received: by 10.220.118.201 with HTTP; Wed, 2 Oct 2013 13:30:32 -0700 (PDT)
In-Reply-To:
<!&!AAAAAAAAAAAYAAAAAAAAAL6kJTufDjhJj/ga1eg/+9jCgAAAEAAAAEmis+Am+llIiL51hhG9nIcBAAAAAA==@
portraitplacegpw.com>
References:
<!&!AAAAAAAAAAAYAAAAAAAAAL6kJTufDjhJj/ga1eg/+9jCgAAAEAAAAEmis+Am+llIiL51hhG9nIcBAAAAAA==@
portraitplacegpw.com>
Date: Wed, 2 Oct 2013 16:30:32 -0400
Message-ID: <
CAOWfuNkDRXTiFyjf9-QqzVxeG-zU2vV8yMw-...>
Subject: Re: Bove, Margaret--Image for Fall Follies Ad
----- Message truncated -----

Note: This topic was created from a reply on the My emails aren't being sent out nor can my clients send me emails! What to do? Th... topic.
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Raymond1374

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It has become worse for me over the last few days. So, this morning in less than 30 minutes I switched to GOOGLE - NO cost 30 day trial - Cheap after that.

1. Sign up with Google, create admin account
2. Create users with aliases
3. Use CNAME verification method to get verified - minutes not days!
4. Change MX record - add 5 for Google , delete old record(s)
5. Change CNAME records for smtp and mail

I was up an running so fast its unbelievable.

Don't lose business or credibility.
Ray
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Gord9451

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This reply was created from a merged topic originally titled
No incoming Emails.


Hi I am having issues receiving emails. People are telling me that they are sending emails but I am not getting them. Also some people have said that they receive a message that it was permanently declined. It should also be noted that emails are going out just not coming in
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Adrian1589

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This reply was created from a merged topic originally titled
Email not working!.


I have been having intermittent problems with my Homestead email addresses for the past week, both sending & receiving.This is unacceptable. I have lost business adding up to hundreds of dollars. I have been a long time customer and am very disappointed with the current level of service. This needs to be addressed now.
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Joanna4650

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This reply was created from a merged topic originally titled
The new Spam filter is better but now none of my domains are receiving any email. Help!.


fpayne@americantraffic.com
carmen@clfdvm.com
office@clfdvm.com
sarah@pdbrooks.com

all these domains are still not receiving mail. just spam
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mbirmingham8088

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This reply was created from a merged topic originally titled
No emails.


I stop receiving emails from anyone
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Neighborhood6214

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This reply was created from a merged topic originally titled
Not receiving email.


I've been trying to send emails to my domain addresses and none of them are going through
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michaelj315470

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This reply was created from a merged topic originally titled
My email account will send but not receive emails..
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Kathy9931

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This reply was created from a merged topic originally titled
NO EMAILS COMING IN!!!!.


Still having problems with the email - now I am not receiving ANYTHING! I've been patient but this is ridiculous! How much business am I losing because people can't get to me??? The nice little message saying homestead is sorry just doesn't make things better......

We recently experienced issues with our SPAM-filtering solution that has resulted in mail disruptions for some of our customers. As an online service provide we know firsthand how important email is to business, and we sincerely apologize for any delays you may be experiencing.

Fortunately, we were able to quickly remedy issues related to sending email; and your outbound emails should be going out as normal.

Some customers may still experience sporadic delays related to inbound emails over the next week or so. We are working to resolve this issue and will provide you with regular updates.

We appreciate your continued patience as we urgently work to resolve this issue.
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Laura5599

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This reply was created from a merged topic originally titled
EMAIL DOWN!!!.
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Veronica1490

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This reply was created from a merged topic originally titled
BLOCKED EMAILS.


All of my emails are getting blocked. Who can I contact about this??? It's also taking a very long time to receive emails. I'm now wondering how many are not coming in. I run my business from home and am very disappointed with this service!
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Colleen5865

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This problem has been going on for quite awhile and I must say it is more than disappointing. I have already started to re-direct my customers to another email address I have set up. At this time I would suggest others to do the same.
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Juliette5192

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I believe Homestead should have a protocol in place to ALERT ALL CUSTOMERS AS SOON AS THEY KNOW THEY HAVE A PROBLEM. Why can they not call or text or send out a message to an alternate email address??? It is absurd that the only way I find out I have a problem is when it escalates to a SERIOUS problem that MY client informs me about. Very unprofessional customer service.
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Marco6472

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so here we are again unable to send e-mail wow everything seemed to get a little better and now we are back to not being able to send. what is the issue this time...?
should expect to not get all my e-mail again in a few hours..? these problems have gone on long enough... i have tried to do the live chat and to was asked to wait for over 30 min still never spoke to anyone today I wan someone from Homestead to call me 937-424-0220 ex2 ask for Marco. I have had enough of these issue it is time to talk about a resolution we can not keep loosing money because Homestead can not fix something that wasn't broke to begin with... my day starts at 4 am est to 13:00 est I need a call before i leave.
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Michael0053

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Seriously, not only can't I send an email, I can't even save a draft in hopes of sending it later. Are you trying to give me a heart attack. My blood pressure is through the roof right now.
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MaryEllen9150

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Switch to a new email host guys..it's not worth the stress, and it's low cost...you can always point your records back to homestead once they're up and running. I was receiving email within minutes of switching.
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Mike F., Alum

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Thanks for the post MaryEllen9150,

For everyone else, we understand how important your businesses are to you and since we have been unable to resolve this in a timely manner, we want you to do what is best for your business. If you need help switching to another provider, it is usually a matter of updating your MX records (and sometimes Cname). We understand that some of you are not familiar with this process so it may seem intimidating but we can guide you. There are several threads here on the Community with instructions on setting up email. If you can't find the information you need feel free to create a new post and we'll respond as quickly as we can.

Mikd
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Brenda3293

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Mike

I wish you luck and patience. Lots of it.

That said, if we switch our email over to Google, what steps do we have to do with our Iphone settings? No mention of this in the threads.

Thanks.
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Mike F., Alum

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Here is the Iphone thread: https://community.homestead.com/homes...

When you get to step #8, you'll use the settings provided by Google.
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Lucia2279

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Mike,

I am a complete ludite and have tried to switch to Zoho but am having trouble. THey can't verify my domain. Do you have to do the mx thing first? If you do this it deletes the Homestead email account, right? WE have tons of emails and addresses stored there and if they are gone, I will be in serious trouble. How can I backup all those emails and addresses?

Help!!!!!
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Mike F., Alum

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yes.. you'll have to add the Cname record and the mx records before you click the verify button. You may have to wait a few minutes and click the verify button several times.
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tracy6293

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I too would love to switch but yes all emails, contacts etc will be lost. Not to mention I am a one person operation and have no one manning my website other than small changes I can make myself.

However, changing email to redirect, domain, etc is beyond my capabilities!
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Mike F., Alum

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Zoho is one of the easier ones. Here are the steps. https://community.homestead.com/homes...
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Lynne2551

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I need to know if I will lose all of my emails, if I switch to another host.

I see that there is discussion going on about it, but I am not clear on the answer.
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Lynne2551

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Is there a way to back up all of my emails...I can't afford to lose everything because of this issue
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John9846

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I'm not an expert, but one option is to use an email client or application like Outlook or Mozilla Thunderbird, which is free. If you don't use such already, you could simply install it, wait until later in the day (depending on your location) when most of us experience decent connections and load times, and add the Homestead account. Upon the first connection all that you have in your Inbox should download. If you keep folders on the Zimbra service, perhaps you just move from those folders back to the Inbox (I'm not clear or expert on linking folders that aren't the standards like Inbox or Sent). Thunderbird allows you to create folders and store everything locally, too. And I'm pretty sure it will give you a mostly seamless transition to the next service you sign up. Meaning you will keep the same Inbox with your same email address, etc. You simply change the Thunderbird settings once you switch. Other services likely behave the same way.

Again, I'm not the expert, but I do use email applications in this way. In fact, the one I use (Windows Live Mail) keeps track of 4 different email accounts, one of which I switched providers about 1.5 years ago. Just ideas.
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Lynne2551

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Thank you so much John9846! I will try that...
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Lynne2551

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I JUST FOUND THIS INFORMATION IN THE ZIMBRA HELP SECTION... I hope this is useful. We have to search for our own solutions, because obviously there is no concern coming from Homestead.

Use Export to backup personal account data

You can export your account data, including email messages and attachments, contacts, calendar, tasks, and Briefcase folders, or you can export specific items in your account. You can then save the data to your computer or other locations as a backup, or import the information into another application..

Note: When you export individual contact folders, they are saved as .csv files; individual calendar folders are saved as .ics files.

The data are copied, not removed from your account.

You export the file from the Preferences > Import/Export page.
Export Options

Export all account data including messages and attachments, calendar data and contact lists in all folders

Use Advanced settings to export specific account data

Export Calendar

Export Contacts

Exporting all your account data

Go to Preferences>Import/Export

In Export, select the Type as Account

Make sure Source displays All folders.

Click Export.

In the dialog that opens, select Save File and select where to save the file.

The account data is saved as a tgz file.
Use Advanced settings to export specific data

Go to Preferences>Import/Export.

In Export, select the Type as Account.

In the Source field, select the folder to export. All data under that folder is exported.

If the Source is All folders, the data types field can be used to filter data by folder type. If the source is a specific folder, the data type does not matter

To select data by date, enter a start and end date. Only data between these dates are exported.

To search for specific information, enter a search query in the Search filter field. Only data that matches that query is exported.

In Other, check Only export content files, exclude meta data when the data being exported will being imported into a non-Zimbra email account. .

Click Export.

In the dialog that opens, select Save File and select where to save the file.

Files are saves in the following format:

Each message is exported as a .eml file

Each contacts is exported as a.vcf file

Each Calendar item is exported as a.appt.meta file

Exporting a Calendar

Go to Preferences>Import/Export.

In Export, select the Type as Calendar.

In the Source field select the calendar to export.

Click Export.

In the dialog that opens, select Save File and select where to save the file.

The calendar is saved as an .ics file that can be imported into any calendar application that supports .ics.
Exporting Contact Lists

Go to Preferences>Import/Export.

In Export, select the Type as Contacts.

Select the contact format to export the contact file as.

Windows Live Contacts

Outlook contacts

Account contacts (this keeps the contact information in the same format is it is in)

Thunderbird

Outlook 2003

Yahoo contacts

In the Source select the contact list to export.

Click Export.

In the dialog that opens, select Save File and select where to save the file.

The contacts file is saved as an .csv file, with the contact information organized for the format you selected.
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John9846

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Just my experience; downloading emails into an application, like Outlook or Thunderbird, leads to fewer problems than importing. Especially when you have a lot. With Contacts, exporting and importing are really the only way. But I've had problems with the way one service sets the .csv file and the mail application imports it. Just another idea: if you will do any contacts exporting do that first. If you install an app - let's say Thunderbird - don't add an email account but go ahead and experiment with importing Zimbra created .csv file for contacts and see how it works and go through iterations if you need to. Same for calendars, etc., if needed. Set up email accounts last.
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tracy6293

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I think it's frustrating for a lot of us that are one person operations with no IT Dept. so we are at the mercy of Homestead until this is fixed.

I certainly do not have the time to educate myself and "try" to redirect everything to a new account and take the chance of losing all contacts, emails, etc.

I suppose I will take the chance of losing a few emails. They are coming through right now.
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Michael2924

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Mike F.,

The last post of yours that I saw with any ETA for a fix was by next Monday or Tuesday, Oct 7 or 8. What is your confidence level in that estimate?
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Drew N, Alum

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The servers are still operating normally. We are no longer on any public blacklists. We have seen that Verizon was using a private filter to block us. That seems to have been resolved yesterday evening, but we are still watching that closely. AT&T also appears to use a private filter. We are trying to contact someone there, but as of yet have been unsuccessful.

If the messages are going anywhere other than those 2 domains, then I will need to get the bounce message from you. I am sending you an email. Please forward the bounces and I can investigate.

We are not able to scan private filters, so we can only handle these on a case by case basis, as we become aware of them.

Drew
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tracy6293

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Hi. This is the qmail-send program at outbound-ss-1162.bluehost.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

:
207.71.163.252 does not like recipient.
Remote host said: 554 Service unavailable; Client host [outbound-ss-1548.bluehost.com] blocked using Barracuda Reputation; http://bbl.barracudacentral.com/q.cgi...
Giving up on 207.71.163.252.

--- Enclosed are the original headers of the message.

This is the bounceback message I got. I thought everything was working because it did seem better for a minute. I got a bounce back and another email I sent out to my other account is lost in space somewhere!
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Lucia2279

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Drew, Below is a bounce-back email message I am receiving consistantly from this client:

Hi. This is the qmail-send program at gproxy3-pub.unifiedlayer.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

:
72.52.248.48 does not like recipient.
Remote host said: 550-"JunkMail rejected - gproxy3-pub.mail.unifiedlayer.com [69.89.30.42]:37398
550 is in an RBL, see Blocked - see http://www.spamcop.net/bl.shtml?69.89..."
Giving up on 72.52.248.48.

Thanks, Lucia
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Mike F., Alum

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Tracy6293 and Lucia2279, We are still working on getting some of the blacklists cleaned up. I'm forwarding your account information to have it researched. Fortunately some of the blacklists drop off after as set number of hours, but others take some time. We are trying to resolve this as quick as possible.
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Lucia2279

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Thanks much.
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John9846

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This reply was created from a merged topic originally titled
Are sending email problems related to the same spam filter issue?.


I hadn't every timed the sending of emails, but I got an time out error message today (first time). So I sent some test emails to another of my email accounts. Even when I don't get a time out from the Zimbra browser app, it still took over 2 hours for the test mail to show up in my alternate account.

I am just checking to make sure that is also associated with the current problems with the new spam filters slowing down email receiving. It struck me as odd that my outgoing mail would be equally impacted or suspicious.
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Court4491

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This report relates to a message you sent with the following header fields:

Message-id:
Date: Sat, 05 Oct 2013 21:32:53 -0500
From: Kerry
To: cbrown02@comcast.net, Amy ,
"fXXXans@mac.com"
Subject: Re: Small Group Reminder

Your message cannot be delivered to the following recipients:

Recipient address: fXXXXXXs@mac.com
Reason: Over quota
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Court4491

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One of the people I am emailing individually in the one that has in the subject: Small group reminder, is getting my individual emails. THere are only 10 people in my original email... so I am not sure what is happening.
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Drew N, Alum

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This one we are aware of. It is AT&T. Their unblock system is not monitored on the weekends. We are currently attempting to reach someone that can help resolve this.

Court4491 12 minutes ago
Hi. This is the qmail-send program at gproxy3-pub.unifiedlayer.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

:
Connected to 204.127.217.16 but greeting failed.
Remote host said: 550-74.220.203.114 blocked by ldap:ou=rblmx,dc=att,dc=net
550 Error - Blocked for abuse. See http://att.net/blocks

--- Enclosed are the original headers of the message.
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Drew N, Alum

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Can you forward the complete bounce to my email?

This report relates to a message you sent with the following header fields:

Message-id:
Date: Sat, 05 Oct 2013 21:32:53 -0500
From: Kerry
To: cbrown02@comcast.net, Amy ,
"fXXXans@mac.com"
Subject: Re: Small Group Reminder

Your message cannot be delivered to the following recipients:

Recipient address: fXXXXXXs@mac.com
Reason: Over quota
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Court4491

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Give me your email and I will forward you all of them.

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