Major hardware failures impacting email services

Update: JUL 07, 2020 at 2:45 P.M.: SSL service issue has been cleared.

Update: JUL 07, 2020 at 12:11 P.M.: While most services have recovered, some users may be getting SSL errors when visiting the webmail portal website. This is being worked on, and should be a relatively quick fix.

Update: JUL 02, 2020 at 5:52 P.M.: Access to most accounts have been restored at this time. If you are still unable to log in, please contact us at 508-646-0030 between 8:30 a.m. and 6:00 p.m. or if you have an alternative email address at support@meganet.net. Thank you for your patience during this time.

Update: JUL 02, 2020 at 9:01 A.M.: Access to many accounts has been restored (though you may find mail messages missing), if you are still unable to log in, please reach out to support at 508-646-0030. Please note we are experiencing extremely long hold times.

Update: JUL 01, 2020 at 4:29 P.M.: Engineering is reporting that the move to new hardware is still taking place and looking good. Mail services are not yet fully recovered. An update will be posted here when mail flow has been restored fully. This may be in a few hours. Users who pull mail from Outlook may be able to download messages at this time.

Update: JUL 01, 2020 at 3:29 P.M.: Mail migration to new hard has begun and will involve a period of total downtime of approximately 45-60 minutes.

Update: JUL 01, 2020 at 9:01 A.M.: Engineering reports that the plan today is to improve server stability before hardware migration, which is slated to take place today, July 1st, at approximately 3:30 P.M. As was the case yesterday, this will bring downtime to accounts that are already online for approximately 30-60 minutes. This step is reported as being crucial toward getting all users back online. We unfortunately have to work within our vendors’ constraints, so we are unable to carry out the migration any sooner. We are aware that many users are experiencing the following:

-Can’t access the IMAIL website. If you cannot, try manually typing this link into your web browser: http://imail.meganet.net/. If you still cannot reach the page, please wait following this afternoon’s migration.
-Cannot read messages on the IMAIL website (i.e., they appear as code). This is a known issue and will be fixed with the migration later today.

We understand you may still be experiencing login issues as well. Our engineering team is aware. This is an incredibly complex issue that, given the extraordinary circumstances, continues to take vast amounts of time to resolve. Our technical support / sales / billing / customer service representatives do not have any additional information beyond what is reported on this page, so please be sure to check back frequently for the latest updates. Thank you again for your patience.

Update: JUN 30, 2020 at 5:56 P.M: The migration process has been postponed until approximately 3:30 P.M. on Wednesday. Engineering reports there are some obstacles preventing a clean migration at this moment which need to be worked on overnight through tomorrow. This is obviously not the ideal scenario we could have hoped for, but there must be a balance between having some accounts working normally versus having the entire server down again for a prolonged period of time. Again, we apologize for this. We look forward to this being fully resolved just as much as you do.

Update: JUN 30, 2020 at 3:45 P.M: The migration process will be beginning shortly, the engineering team has reported. It is expected to bring a 30-60 minute duration of downtime to accounts that are already back in service. Work will continue into Tuesday evening and possibly into the morning. We thank you sincerely for your patience and understanding during this time.

Update: JUN 30, 2020 at 2:57 P.M: The engineering team is planning to migrate email services to new hardware to increase speed and stability to mail services. As mentioned in the previous update, there is expected downtime associated with this migration. Fine-tuning of the system will continue well into the evening.

Update: JUN 30, 2020 at 8:49 A.M: Work on the mail servers will be continuing today, as reported by engineering. At approximately 3:00-3:15 P.M. this afternoon, there will be an intentional downtime for a swap to new hardware. Engineering estimates this downtime to take between 30 and 60 minutes.

Update: JUN 29, 2020 at 5:49 P.M.: The engineering team has reported continued progress throughout the day today. Not all users are able to access mail at this time, however. This is still very much a work in progress; and it is being reported that it will be a few more days before things return to normal. Please note that additional and intensive work will be taking place throughout this evening into tomorrow, and throughout the full day tomorrow. This may cause spotty access to email for accounts already online. For customers using the webmail interface, please note that it is currently running on an older version of IMAIL. Engineering is expecting to return this interface to the current version on Tuesday, June 30th. Additional updates will be provided as they become available.

Update: JUN 29, 2020 at 3:11 P.M.: The engineering team is making good progress toward system stability. We understand that many users are still unable to log in or send/receive mail. Users should expect intermittent access while work continues. Again, we thank you for your patience.

Update: JUN 29, 2020 at 12:06 P.M.: Please note call volumes are extremely high and you may have trouble getting through. Our engineering teams are aware there are still issues. Access to email may be sporadic during this time, or you may not be able to log in at all. As mentioned previously, this is a highly-severe outage, and engineering anticipates that it may be several days before services return to a normal state.

Original Update, published Sunday, June 28th:

On Friday (June 26th) afternoon at approximately 2:15 P.M., Meganet experienced a catastrophic electrical failure that impacted a number of servers and power protection equipment, two of which included the IMAIL email server, and the IMAIL backup server.

As a result, these servers and the data stored on them were corrupted beyond recovery (though if you access your email via POP, your emails should remain in your email client, such as Outlook or Apple Mail). As part of the service restoration process, our engineering team’s first priority is to get user accounts back up and running to be able to receive and send mail. The second phase of this process will explore whether full data recovery is feasible.

Our engineering team is working around the clock in order to bring mail services up reliably. This is likely to be a long process, and procedures will refined to ensure that this does not happen again.

We sincerely apologize for the major inconvenience this has caused you or your business. In effort to keep you in the loop, we will update this blog as updates related to this recovery become available.

While some mail accounts should be able to now be able to receive and send emails, access to many accounts may not yet be available. Please note that support is experiencing extremely heavy call volume, and your patience is appreciated in getting through.

In the meantime, our engineering team will continue to work in the background to restore services back to a normal level.

We thank you sincerely for your patience during this time, and again, we sincerely apologize for this extended disruption.

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