Date
Email Problem
Start Time End Time
Length of Outage
Affected users
Resolution Notes
1/19/12
Webmail will not load, or runs very slowly
for a few minutes at a time.
Service-Now ticket INC0075825
13:12
14:59
1 hour 47 minutes
Cache issue on the browser, need to
campus community clear cache.
2/8/12
Webmail times out at login or does not go
any farther than login.
ServiceNow ticket INC0079446
13:05
14:18
1 hour 13 minutes
ITS staff worked with service
campus community provider, Merit, to resolve.
2/20/12
Webmail running slow or unresponsive.
Service-Now ticket INC0081412
11:35
13:39
1 hour 4 minutes
campus community Problem was with Merit.
2/26/12
Webmail is intermittently giving a 503
error at login.
Service-Now ticket INC0082233
16:16
17:34
1hour 18 minutes
campus community OME staff resolved the issue.
4/3/12
Email is showing "502 Bad Gateway".
Service-Now tickets INC0086944 &
PRB40455
10:47
12:45
1 hour 58 minutes
campus community ITS staff worked with Merit to resolve.
1 hour 52 minutes
sporadic, only
affecting a small
population of users
not entire campus
community
ITS staff worked with Merit to resolve.
10 hours 23 minutes
sporadic, only
affecting a small
population of users
not entire campus
community
ITS staff worked with Merit to resolve.
4/6/12
Webmail is nonresponsive.
Service-Now ticket number INC0087627
4/12/12
Users are receiving a "502 Bad Gateway"
error message while others have no error
message. Service-Now tickets
INC0088428 & PRB40484
16:51
06:22
18:43
16:45
7/9/2012
Email running slow.
Service-Now tickets INC0099948 &
PRB40596
Email moving slowly, freezing, fails to
send/receive email.
Service-Now tickets INC0100149 &
7/10/2012 PRB40601
Email was very slow to respond.
Service-Now tickets INC0100713 &
7/16/2012 PRB40605 and ticket with Merit TT47980
9/25/12
Webmail is running very slowly.
Service-Now ticket PRB40703
08:09
10:59
10:19
16:18
9/25/2012
09:06
09:47
7/11/2012
14:34
57 minutes
campus community Merit experienced a hardware failure.
10 hours 52 minutes
sporadic, only
affecting a small
population of users
not entire campus Merit had a couple of the proxies
community
hang and had to restart them.
4 hours 53 minutes
sporadic, only
affecting a small
population of users Merit found the cause of the extra
not entire campus load on one mailstore and fixed that
community
issue to resolve the problem.
sporadic, only
affecting a small
population of users Merit reported that two mailstores
05:11
2 days
not entire campus were 'acting up' and they had to be
9/28/2012 12 hours 53 minutes
community
restored.
10/1/12
Users having trouble sending email.
Service-Now ticket PRB40716
09:20
16:48
7 hours 28 minutes
10/31/12
Webmail is real slow or unresponsive.
Service-Now ticket PRB40789
15:09
15:31
22 minutes
sporadic, only
affecting a small
population of users ITS-EST reported a large number of
not entire campus bounced messages, once cleared
community
problem resolved.
campus community The problem cleared on its own.
11/1/12
Users unable to log into Zimbra webmail.
Service-Now ticket PRB40790.
Merit ticket 51493
08:35
09:36
1 hour 1 minute
sporadic, only
affecting a small
population of users Merit was contacted and restarted
not entire campus Zimbra services on the mailstore to
community
resolve the problem.
sporadic, only
affecting a small
population of users
not entire campus Merit reports the problem is fixed, no
community
explanation.
11/2/12
Some users can not access Zimbra
webmail while others can.
Service-Now ticket PRB40792
11/3/12
sporadic, only
affecting a small
Users unable to access Webmail. Merit is
population of users
working on the problem.
Service12:00
07:55
13 days
not entire campus
Now ticket PRB40794
11/3/2012 11/18/2012 19 hours 55 minutes
community
12/3/12
Users being auto signed off email and
getting 502 error.
Service-Now ticket PRB40838.
13:38
13:43
12/6/2012
3 days
5 minutes
Merit was contacted and a ticket was
campus community opened.
12/4/12
Users are unable to sign in to Zimbra.
Service-Now ticket PRB40840.
10:46
14:34
3 hours 48 minutes
Merit was contacted and a ticket was
campus community opened.
12/12/12
Email running slowly and returning 500
errors. Service-Now ticket PRB40847
9:16
13:36
4 hours 20 minutes
Merit was contacted and a ticket was
campus community opened.
2 hours 58 minutes
sporadic, only
affecting a small
population of users Merit was contacted and a ticket was
not entire campus opened. The problem was found to
community
be a very busy mailstore.
12/14/12
Users unable to receive emails.
Service-Now ticket PRB40850
10:32
11:18
15:15
14:05
4 hours 43 minutes
Merit reported the problem was due
to a faulty database and will be
corrected with maintenance on
11/18/2012. Merit reports the problem
is fixed.
12/17/12
12/18/12
Email slow and users being kicked off.
Service-Now ticket PRB40851
Intermittent access issues.
Service-Now ticket PRB40852
8:38
9:18
10:41
14:06
2 hours 3 minutes
sporadic, only
affecting a small
population of users Merit was contacted and a ticket was
not entire campus opened. The problem was found to
community
be two overloaded mailstores.
4 hours 48 minutes
Merit was contacted. The problem
was due to a high load caused by
compromised accounts sending out
campus community spam.
12/20/12
Email slow and users being kicked off.
Service-Now ticket PRB40855
12/21/12
Users can not load Zimbra and are
unable to send emails.
Service-Now ticket PRB40856
1/2/13
1/4/13
Email slowness issues.
Service-Now PRB40858
Email slow -­‐ error message "cannot connect to server". Service-­‐Now ticket PRB40861
08:47
14:45
12/27/201
12/20/2012
2
9:12
9:08
14:06
13:07
10:10
14:43
6 days 2 minutes
Merit upgrading the hardware that
our email is stored on. Slowness will
continue until migration of information
campus community is completed.
3 hours 55 minutes
Merit was contacted and reported a
"bug" in Zimbra that will be corrected
campus community during scheduled maintenance.
58 minutes
sporadic, only
affecting a small
population of users
not entire campus Merit was contacted and reported
community
problem was corrected.
37 minutes
sporadic, only
affecting a small
population of users
not entire campus Merit was contacted and was already
community
aware of the problem.