Mailprotector 장애 기록

1. 2026년 8월 3일 PM 6:14 UTCmonitoring

   약 1:00 PM ET, 우리는 방패에서 처리하는 느린 메시지에 경고했다. 증상은 느린 메시지 업데이트 및 일부 배달 지연. 팀은 병목을 확인하고 문제를 해결했습니다. queues는 붙잡고, 성과는 정상화될 나타납니다. 우리는 가득 차있는 해결책을 위한 큐를 감시하는 것을 계속할 것입니다.

2. 2026년 8월 3일 PM 6:31 UTCresolved

   Queues는 잡았고 성능은 예상 수준에서 작동합니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 13일 PM 2:33 UTCinvestigating

   CloudFilter의 이메일 로그 데이터는 콘솔에서 볼 수 없습니다. 이 문제는 아침에 오전 9 시부 터 시작합니다. 팀은 문제를 조사하고, 우리는 우리가 할 수있는 한 빨리 더 많은 정보를 제공 할 것입니다.

2. 2026년 7월 13일 PM 3:12 UTCmonitoring

   이메일 로그 데이터는 저장 층에 배송 중지. 팀은 로그 배송을 해결했으며 로그가 복구됩니다. 로그백필은 오후에 잘 유지되며, 로그가 붙은 후이 통지를 업데이트합니다.

3. 2026년 7월 13일 PM 7:44 UTCresolved

   CloudFilter에 대한 이메일 로그는 붙잡고 현재 로그는 예상대로 표시됩니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 6월 4일 PM 1:45 UTCidentified

   We are currently experiencing an issue with our Microsoft 365 tenant that is preventing us from receiving email replies to our support address. We are working to resolve this. If you need to reach us, please log into the support portal (support.mailprotector.com) and submit or update your request there. Portal submissions are working normally and will reach our team. We will update this notice once email replies are restored.

2. 2026년 6월 4일 PM 2:55 UTCidentified

   Support tickets and replies from Mailprotector will temporarily originate from a zendesk.com email address rather than our standard mailprotector.com domain. This is an intentional change we made to restore email reply functionality to our ticketing system. Emails arriving from zendesk.com on behalf of Mailprotector Support are legitimate. If your email filtering flags these messages as possible impersonation, they are safe to release and trust. We will update this notice when we return to our standard domain.

3. 2026년 6월 5일 PM 2:41 UTCresolved

   Support tickets and repllies are back to originating from mailprotector.com. No changes or actions need to be taken. Support emails will resume their normal behavior.

1. 2026년 6월 3일 PM 3:46 UTCidentified

   Microsoft is experiencing intermittent issues with mail flow. Please see their notice for reference. https://admin.cloud.microsoft/#/servicehealth/:/alerts/EX1331830 Mailprotector is monitoring the situation. However, mail flow with CloudFilter and Shield appears to be normal. Please check logs to identify bounces or delays from Microsoft hosts to confirm potential effects from their systems.

2. 2026년 6월 3일 PM 4:33 UTCidentified

   Microsoft Defender is restricting connectors due to false-positive reports. Please go to Microsoft Defender > Restricted Entities and unblock the listed connectors. (https://security.microsoft.com/restrictedentities) You will need to monitor and check on this restriction for the time being. We have observed that Microsoft restricts the connector after a short time, and the unblock request must be made again. We are continuing to monitor and investigate possible mitigation options.

3. 2026년 6월 3일 PM 7:26 UTCmonitoring

   Earlier today, Microsoft identified some of Shield's services as suspicious or compromised. This caused emails to bounce or be delayed. As of approximately 2:30 PM ET, the status began to lift, and we observed a return to expected mail flow. A support request has been opened with Microsoft to help us determine how and why this incident happened. We have not received a response yet. We are not closing this issue as resolved. Our intention is to get to the root of the incident. Our first priority was to find a way to resume normal mail flow, and it appears we have done so. We are continuing to monitor the situation, including the Microsoft notice regarding mail flow issues in Exchange Online, which appear to have been resolved.

4. 2026년 6월 3일 PM 9:12 UTCmonitoring

   We have begun reprocessing and redelivering emails that bounced during the affected time period. Here is what to expect: Most emails should be delivered, but not all of them. Some bounces during the incident may have been legitimate, and those messages will not be recoverable through reprocessing. Duplicates are possible. If a sender resent their email after the incident and the original message is also redelivered through our reprocessing, recipients may receive both. This is expected behavior and not a cause for concern. Reprocessing takes time. We expect this to be completed by midnight ET tonight, though it may finish sooner.

5. 2026년 6월 4일 PM 1:41 UTCresolved

   This incident has been resolved.

1. 2026년 5월 1일 PM 4:52 UTCresolved

   This morning, a third-party package repository used by our virus scanning infrastructure experienced an outage following an attack on its systems. Because our virus scanning instances rely on this repository at startup to pull the latest files and configurations, affected instances were unable to start. This reduced the capacity of our virus-scanning cluster below demand. When a virus scan cannot complete, our system quarantines the email as a precaution. As a result, emails processed during this window were quarantined rather than delivered to inboxes. No emails were lost. Affected emails can be released from quarantine by users or admins. Resolution The virus scanning cluster has been reconfigured to pull packages directly from the source repository, eliminating the dependency on the third-party intermediary. Monitoring and alerting thresholds have also been updated to surface this class of issue more quickly in the future. The issue is fully resolved.

1. 2026년 4월 8일 PM 6:07 UTCmonitoring

   We have been made aware that emails sent from Google Workspace accounts via CloudFilter/SafeSend are failing intermittently. There may also be delays in delivering inbound email due to an issue Google is experiencing. If you have a domain affected by this incident, we recommend temporarily disabling the outbound mail routes for Gmail. You may check the status of Google's incident at https://support.cloud.google.com/portal/system-status?product=WORKSPACE&cssp=true

2. 2026년 4월 8일 PM 11:01 UTCresolved

   This incident has been resolved.

1. 2026년 3월 26일 PM 7:06 UTCmonitoring

   An update to improve brand-related impersonation attacks was aggressively holding outgoing messages and sending inbound emails to the Junk E-mail folder. The update has been rolled back, and the held outgoing emails have been released. Emails delivered to the Junk E-mail folder must be moved out by users. The aggressive protection was active from approximately 2:00 PM ET to 3:00 PM ET.

2. 2026년 3월 26일 PM 7:19 UTCmonitoring

   Emails that were delivered to the Jail due to the aggressive behavior of the update have been released. The emails may still end up in the Junk E-mail folder if the risk level is medium or low from a new sender.

3. 2026년 3월 26일 PM 8:14 UTCresolved

   An update released at approximately 2:00 PM ET today was designed to improve protection against brand impersonation. It behaved more aggressively than intended, holding and jailing legitimate emails, particularly those with signatures containing social media links. The update was rolled back at approximately 2:50 PM ET. This issue is resolved. Actions taken to remediate after rollback: - Inbound emails delivered to Junk have been reprocessed to ensure appropriate risk and moved to the Inbox. - Released jailed emails; they may still land in Junk if the sender is new or carries a medium risk level. - Outgoing emails that were held have been released. No action needed.

1. 2026년 1월 22일 PM 7:51 UTCmonitoring

   Microsoft has announced a service issue affecting Exchange Online in M365. We are seeing email delivery delays to M365 domains with temporary error notifications. We will continue to monitor the Microsoft report. Mailprotector's CloudFilter and Shield services are operational.

2. 2026년 1월 22일 PM 10:36 UTCmonitoring

   Microsoft's status has not changed. For more information, please visit https://status.cloud.microsoft/

3. 2026년 1월 22일 PM 11:38 UTCmonitoring

   We will continue to monitor the status Microsoft provides at https://status.cloud.microsoft/. It appears Microsoft is making progress in some of their affected zones. Logs shows some emails are beginning to deliver, but without Microsoft's confirmation of a resolution, we expect deferrals to continue.

4. 2026년 1월 23일 PM 1:50 UTCresolved

   This incident has been resolved.

1. 2025년 12월 18일 PM 10:06 UTCidentified

   The team has identified an issue with email log ingestion and backend storage. A fix is being prepared. Logs will get backfilled once the issue is resolved. The log issue does not impact mail flow. Email delivery is performing as expected.

2. 2025년 12월 18일 PM 11:08 UTCresolved

   The log ingestion issue is resolved, and logs have been backfilled.

1. 2025년 12월 12일 PM 4:21 UTCidentified

   An issue with API notifications from Microsoft was discovered, and a fix is already being deployed. Mail flow has not been interrupted; however, the movement of emails to a folder based on sender preferences or risk level without mailbox rules was impacted. The fix is being deployed.

2. 2025년 12월 12일 PM 5:48 UTCresolved

   The fix has been deployed. New emails are being placed in the appropriate location as expected per X-ray log details. Emails that were not moved prior to the fix will remain in their current location. Moving the message will create an opportunity for Shield to act on the message, if needed.

1. 2025년 10월 28일 PM 9:09 UTCidentified

   An underlying issue at AWS is preventing an essential Radar task from completing. Radar will not complete the round-trip test and return results. We continue to monitor AWS's investigation into the failed service.

2. 2025년 10월 28일 PM 11:25 UTCidentified

   We are continuing to monitor the situation. AWS is continuing to investigate the issue.

3. 2025년 10월 29일 PM 1:50 UTCmonitoring

   Radar is operating as expected. However, AWS has not confirmed that the affected service has been fully resolved. We will continue to monitor the situation.

4. 2025년 10월 29일 PM 9:53 UTCresolved

   This incident has been resolved.

1. 2025년 10월 27일 PM 2:08 UTCinvestigating

   We are investigating errors connecting to CloudMail via webmail and email clients.

2. 2025년 10월 27일 PM 2:47 UTCmonitoring

   Connections to CloudMail are operating as expected. We will continue to monitor the status.

3. 2025년 10월 27일 PM 6:01 UTCresolved

   This incident has been resolved.

1. 2025년 10월 20일 PM 3:53 UTCidentified

   AWS is experiencing service issues that are impacting CloudFilter's quarantine. Emails destinated for the quarantine are queued. Emails passing filtering are being delivered to the destination recipients. Only quarantined emails are affected. You can follow the AWS updates at https://health.aws.amazon.com/health/status

2. 2025년 10월 20일 PM 6:18 UTCidentified

   AWS has reported progress but quarantine performance effects remain. We are continuing to monitor and work with AWS.

3. 2025년 10월 20일 PM 8:13 UTCidentified

   The Mailprotector Console is currently unavailable due to the AWS issues. Mail flow for good emails continues to operate as expected. To reiterate, good emails are being delivered to recipient servers. The Console and quarantine are currently affected.

4. 2025년 10월 20일 PM 8:26 UTCidentified

   The Mailprotector Console is back online. Quarantined emails continue to be queued and "good" emails are delivering to recipient servers.

5. 2025년 10월 20일 PM 9:19 UTCmonitoring

   Quarantine services are beginning to recover. We continue to monitor the progress reported by AWS and the recovery of queues and services affected by the outage.

6. 2025년 10월 20일 PM 11:09 UTCresolved

   Quarantine queues are continuing recovery and services appear to be operating as expected. We will monitor the AWS status through the morning.

1. 2025년 10월 1일 AM 8:14 UTCinvestigating

   We are currently investigating the issue. Email is being accepted in mailboxes; however, access via webmail and IMAP is interrupted.

2. 2025년 10월 1일 AM 9:14 UTCmonitoring

   A server service was unstable. The team has resolved the issue. Webmail and IMAP access is working as expected. We are continuing to monitor the service.

3. 2025년 10월 3일 PM 7:06 UTCresolved

   This incident has been resolved.

1. 2025년 9월 10일 PM 2:24 UTCresolved

   A permissions change caused the Mailprotector Console to lose connection to a status database. The result was a false report of mail flow errors in the Console and email notifications to admin accounts configured for the alerts. The permissions have been corrected, and the mail flow status in the Console for CloudFilter shows accurate information. There was no mail flow interruption.

1. 2025년 9월 9일 PM 6:29 UTCinvestigating

   We are investigating an inbound delivery delay. Delays of approximately 20 minutes have been observed.

2. 2025년 9월 9일 PM 7:18 UTCmonitoring

   Inbound delivery is performing as expected. We are continuing to monitor the flow.

3. 2025년 9월 10일 PM 2:21 UTCresolved

   Inbound delivery has continued to perform as expected. This incident is resolved.

1. 2025년 9월 3일 PM 7:18 UTCresolved

   A modification to handling ARC seal authentication was deployed late yesterday evening to handle an outlier situation observed over the past few months. The modification created a mail loop in specific messages that were missing some ARC seal authentication information in the headers. This specific situation caused the emails to look up the MX record for delivery, and those domains with a Shield MX record caused the email to loop. A fix for this situation was deployed shortly after the mail loop was detected. The fix now accounts for the rare circumstances involving the ARC seal and will gracefully handle mail delivery.

1. 2025년 8월 26일 PM 3:39 UTCinvestigating

   We are investigating an issue causing email delivery performance.

2. 2025년 8월 26일 PM 4:38 UTCidentified

   The issue has been isolated, and resources are being reallocated to empty the email delivery queue as quickly as possible.

3. 2025년 8월 26일 PM 8:24 UTCmonitoring

   The team has resolved email delivery performance, and inbound messages have been arriving as expected since about 1:00 PM ET. However, the issue is still monitored as API-related actions (sender training, message moves, etc.) and logs catch up. Please be aware that emails may sit in a folder a little longer than expected, and Spotlight logs may display an incorrect email location while the database catches up on activity. We expect the issue to be resolved entirely this evening.

4. 2025년 8월 27일 PM 1:33 UTCresolved

   Email delivery and API activity are operating as expected.

1. 2025년 8월 5일 PM 4:18 UTCinvestigating

   Mailprotector is seeing an increase in User Sync Errors affecting some Google Workspace customers due to a recent Google update. The error occurs when authenticating with Google. The error may be displayed as "Data too long for column". Resolution (required for each affected domain): 1. Delete the User Source under the User Sync tab in your console 2. Add a new User Source and reconnect to Google Workspace Please reach out to support with any additional questions or concerns.

2. 2025년 8월 5일 PM 7:30 UTCmonitoring

   We are continuing to monitor.

3. 2025년 8월 29일 PM 6:47 UTCresolved

   User sync errors affecting Google Workspace customers have been resolved. If an error still exists for a domain, please delete and recreate the user sync in the Mailprotector Console or open a request with the support team for guidance.

1. 2025년 4월 17일 PM 5:42 UTCidentified

   Mailprotector is aware of intermittent bounces of inbound emails to Microsoft 365 domains. The bounces reference one of two reasons: "banned sending IP" or "blocked using Spamhaus." In both cases, Microsoft and Spamhaus do not indicate that the IP addresses are blocked when a delist request is made. Mailprotector has two open and active support requests with Microsoft to explain and resolve the situation. Mailprotector has been attempting to resolve the issue with Microsoft for over a week. Unfortunately, we have seen increased bounces in the last 24 hours. Partners and users may click on the delist links in the bounce notification. However, the delist will reply that the IP addresses are not listed. It is important to note that this is not an outbound reputation issue. Microsoft is randomly rejecting emails from IP addresses that only relay inbound emails after being filtered. The IP addresses are added to the recommended inbound connector for M365 deployments.

2. 2025년 4월 29일 PM 8:21 UTCidentified

   Bounces over the last 7 days have subsided, but an increase has been observed today, April 29. The number of bounces is tiny; however, we know a single bounce can frustrate a customer. Communication with Microsoft was escalated last week, and we await more information.

3. 2025년 5월 2일 PM 1:35 UTCmonitoring

   Since April 30, little to no bounces have been observed. We are continuing to monitor the situation and waiting for Microsoft's response to explain the reason and a permanent resolution.

4. 2025년 5월 5일 PM 1:56 UTCresolved

   Since April 29, there have been unnoticeable bounces. While we cannot be certain that Microsoft will not repeat the issue, the status is considered resolved at this time. If you receive a bounce for "banned sending IP" or "blocked using Spamhaus", please open a support request.