Greenby email down today?

[#1]

Spoke (wrote) too soon!

[#2]

I just got "Unable to connect to storage server". So something is afoot.

[#3]

Outlook seems to be connecting successfully again

[#4]

Same here.

[#5 · Accepted solution]

pvmb "Another thought: following complaints, I wonder if Greenby have since tweaked the priority level of the processes on their servers, between the webmail process and the transfer scripts? Perhaps they are as eager to get the process finished as are their users? "

Seems possible.

"The 504 gateway timeout and server error you're seeing matches a brief period when the server was under heavy load. That load was caused by the speed of the ongoing BT migrations. We've since reduced the migration rate, and the server is now working as expected, with no issues on webmail."

[#6]

I am a Totalise user, migrated Monday 19 Oct, everything fine until about 18:00 on Thu 22 Oct. Then Outlook and my phone started asking for the password and no new mail arrived.

What I’ve found, in case it helps others:

1. Greenby has renamed the mailbox to a sub-domain form, e.g. [email protected] instead of [email protected]. The same has happened to Globalnet users (see the “Classic Outlook not showing anything” thread). Check the mailbox name in your Greenby dashboard (https://greenby.com/email) under Email, and in the top corner of webmail or try https://webmail.enmail.co/
2. On my account the real address has been unhooked from the mailbox. Quick test: from webmail, send a message to your real address. If it bounces with “550 5.1.1 User doesn’t exist” from local-dovecot.enmail-prod, you have the same fault.
3. The mailbox itself is fine. Old mail is all there, and mail sent from outside to the sub-domain address arrives - eg send a mail from another source like gmail for eg to [email protected] instead of [email protected] where "name" is your old totalise username so if you were "[email protected]" before try sending to "[email protected]" (mine was about 25 minutes late on the first try). Only the real address is broken.
4. Senders don’t get an immediate bounce. Mail to the real address seems to be deferred and retried rather than rejected, so people writing to you may not know it hasn’t arrived.
5. Outgoing mail from webmail goes out from the sub-domain address and Gmail rejects it (550 5.7.26, SPF/DKIM fail).
6. Don’t keep changing your mail client settings. If your real address no longer exists as a login, no password or server change will fix it. It needs Greenby to re-attach the address. And if you’re on POP in Outlook, editing the account to the dashboard’s IMAP settings gives “Outlook couldn’t save your account settings”.

If you have the same symptoms, quote “real address detached from mailbox, 550 5.1.1 User doesn’t exist” in your ticket. @plusnet staff: this looks like a batch issue affecting recently migrated accounts. Could you raise it with Greenby?

[#7]

@graemewa 

As a possible temporary fix, could you try setting up an additional user ([email protected]) incoming mailbox in your Greenby account through "ADD USER" or by adding a suitable "Mailbox Alias".

I have to point out I have never used any of these facilities myself, so don't know how effective they would be.

I also suspect there are likely other forum threads dealing with just this kind of issue.

[#8]

I have the same issue since Thursday, the aiias to my @totalise.co.uk email has gone from Greenby and I cannot recreate

So I have had no totalise email since Thursday either. Cant get into my totalise email so had to re-register here too.

Logged tickets in Greenby portal but no response

 Been using totalise for over 20 years and mostly its been reliable

wish I hadnt paid the £15 now 

[#9]

@pvmb 

As a possible temporary fix, could you try setting up an additional user ([email protected])

Its not possible for users to add that form of alias , it can only be added by Greenby during migration and it should be automatically created.  The user doesn't 'own' the totalise.co.uk domain and so can't add email addresses to it. They do own the <name>.totalise.co.uk subdomain and so can freely add mailboxes and aliases to that.

I also suspect there are likely other forum threads dealing with just this kind of issue.

There certainly are...