Status Page
Update - This sync change will occur on Monday April 22nd, 2024.
Apr 18, 2024 - 07:48 CDT
Identified -

Upcoming sync change to the Customer Portal:



Any external "placeholder" user accounts created by Microsoft from your O365 tenant will no longer sync to the Zix/Appriver Customer Portal.



These are external "placeholder" user accounts listed with the following unique format – example user - msallmen_example.com#EXT#@jackyandpeaches.onmicrosoft.com



Q: What are these external user accounts for?



A: When an active O365 user shares data externally with an external user, for example a SharePoint site, once the external user accesses the shared data, Microsoft will automatically create an external "placeholder" account in the O365 tenant user list for that external user.



Once created, the account would sync over to the Zix/Appriver Customer Portal as unlicensed. If you selected the user from the Customer Portal, you would receive an error message. This is because these users do not have any options or settings available to manage from the Customer Portal.



If you need to view or manage external users, please log into the O365 admin center to access the account from the O365 tenant user list. 


Apr 15, 2024 - 09:39 CDT
Update - Update from Microsoft:

Our service health telemetry indicates that the previously mentioned service optimizations have had the desired effect, and we've observed a significant reduction in the volume of impacted messages. We're continuing to implement further optimizations to reduce or eliminate impact as quickly as possible, and in parallel we're continuing our efforts in coordination with the third-party anti-spam service to identify and implement a long-term solution to fully remediate the issue.

Apr 18, 2024 - 07:47 CDT
Update - Update from Microsoft:

We’re continuing the process of identifying the IP addresses that are causing the third-party anti-spam service to activate and block a segment of Microsoft’s email IP address ranges. While we are seeing signs of improvements to some IP address ranges that we've identified thus far, we'll share an updated timeline for this investigation and the steps being taken to remediate the impact when more information is available.

Mar 28, 2024 - 15:36 CDT
Update - Update from Microsoft:

We're continuing our operation to identify and isolate IP addresses which are responsible for triggering the third-party anti-spam service to block a portion of Microsoft's email IP address range, although more time is needed for this to complete. Once complete, we'll work towards mitigation by limiting the mail flow from these IP addresses.

Mar 25, 2024 - 11:09 CDT
Update - Update from Microsoft:

Current status: Our operation to isolate the IP addresses that are causing the third-party anti-spam service to block a portion of Microsoft’s email IP address ranges is taking longer than expected. After this is complete we'll proceed with limiting the mail flow to prevent the issue from reoccurring.

Mar 22, 2024 - 08:17 CDT
Update - Update from Microsoft:

Current status: Our mitigation efforts are underway as we continue to work with the third-party anti-spam service to monitor the relevant IP ranges and isolate which IP addresses may be responsible for the malicious email messages causing the service to block Microsoft IP ranges. We'll be able to limit the mail flow from these once identified, which should serve as a long-term solution for this issue.

Scope of impact: The problem may impact some users sending outbound email messages if they're leveraging a specific third-party anti-spam service mentioned within the NDR.

Root cause: A third-party anti-spam service is blocking a portion of Microsoft’s email IP address ranges to protect organizations that use their services.

Mar 20, 2024 - 07:04 CDT
Update - Update from Microsoft:

Current status: We're continuing our efforts of working with the third-party anti-spam service to monitor the IP address ranges affected by this problem and identify which IP addresses may be causing the mass delivery of malicious email messages. Once we've isolated the IP addresses that are causing the third-party anti-spam service to block a portion of Microsoft’s email IP address ranges, we'll limit the mail flow as a long-term solution to prevent the issue from reoccurring.

Mar 13, 2024 - 08:19 CDT
Update - Update from Microsoft:

Current status: We're continuing to work with the third-party anti-spam service to monitor the IP address ranges affected by this problem and identify which may be sources of potentially malicious email messages so we can determine our next troubleshooting steps for reducing such email messages and the frequency of those IP addresses being blocked. In parallel, we're continuing to assess potential long-term solutions to address this and similar problems in the future.

Mar 08, 2024 - 14:39 CST
Monitoring - Updated from Microsoft:

Users' outbound Exchange Online email messages are marked as spam and not delivered

2024-03-06 2:48:27 PM (CST)

Title: Users' outbound Exchange Online email messages are marked as spam and not delivered

User impact: Users' outbound Exchange Online email messages are marked as spam and not delivered.

More info: This isn’t connection method specific and thus occurs in all Exchange Online connection methods. Users will receive a Non-Delivery Report (NDR) message that references the third-party anti-spam service name that has added the IP to their block list.
Current status: We're working with the third-party anti-spam service to better identify the IP ranges affected by this problem so that we can more quickly identify and manage sources of potentially malicious email messages. This will help reduce the frequency of spam and phishing email which also reduces the number of reported and blocked IPs, returning some mail flow as expected. In parallel, we're reviewing long-term solutions to preventing similar problems.

Scope of impact: Your organization is impacted by this event, and the problem impacts all users sending outbound email messages.

Root cause: A third-party anti-spam service is blocking a portion of Microsoft’s email IP address ranges to protect organizations that use their services.
Next update by: Friday, March 8, 2024, at 9:00 PM UTC

Mar 05, 2024 - 11:58 CST
Investigating - We are investigating reports of some users receiving bounce back notices indicating Microsoft 365 sending IP listed on a third party blocklist.

We will post a health service alert once we have received confirmation from Microsoft. We will provide updates as we receive them.

Feb 27, 2024 - 10:48 CST
Identified - We have discovered an issue that will effect LDAP imports and LDAP authentication for anyone using that in the Zix Central location. We are aware of the issue and working on resolving this.
Apr 15, 2024 - 15:05 CDT
Identified - To better assist our customers and partners more promptly, we have made some changes to the IVR menu. When calling in, please listen carefully to the dial options.

The updated IVR menu will be active starting on 4/10/2024.

Below is a copy of our updated IVR menu options for your reference:

1. For Threat Protection or Customer Portal Support – Press 1

2. For Encryption, Archive, Social Media capture or Backup Support – Press 2

3. For help with Microsoft Licensing and Support – Press 3

- For Microsoft Domain Verifications, License upgrades, Scheduled reductions, CSP transition & Pending installations - Press 1

- For Microsoft 365 or Hosted Exchange Support – Press 2

4. For Carbonite Support - Press 4

5. For Webroot Support - Press 5

Apr 03, 2024 - 08:41 CDT
Identified -

A new Microsoft Security Update is being rolled out to Hosted Exchange to secure a new zero-day vulnerability. Microsoft states the update could impact the following short term:



1. Search errors in Outlook Desktop: Microsoft has linked an article regarding this error and provided registry change fixes to resolve the issue - Search error in Outlook cached mode after installing March 2024 SU - Microsoft Support



2. Users may be unable to preview certain Office attachments via OWA – Microsoft is working on releasing a patch



3. Read vs Unread message indications may be inconsistent via Outlook Desktop – Microsoft is working on releasing a patch


Mar 20, 2024 - 07:13 CDT
Investigating -

*Please Note before proceeding* - If you are using Email Threat Protection Smarthosting for outbound service, DKIM/DMARC will need to be configured there instead of O365 – see the following link for ETP Smarthosting - Zix | AppRiver Status - DKIM signing for Email Threat Protection



 



Yahoo/Aol and a few other providers recently made some security updates and are beginning to require DKIM/DMARC in addition to SPF. These records would need to be configured with your DNS provider, in order to prevent the rejections, you have received.



Please ensure you have SPF (TXT) record configured first before proceeding with O365 DKIM/DMARC.



 



How to enable/add DKIM:



Generate DKIM keys within the M365 Admin Center -



1. Sign-in through the M365 admin center as a global administrator



2. In the left-hand menu, click on Security under Admin Centers. This will take you to the Microsoft Defender Portal.



3. From there, Under Email & Collaboration - click on Policies and Rules --> Threat policies --> Email Authentication Settings --> DKIM --> Select your Domain and Enable.



4. You can select Generate DKIM Key and it will populate the required CNAME record information



 OR



It will show in the form of an error message when attempting to enable. This error message also contains the needed CNAME records.



***Once you have configured these two CNAME records on your DNS side, please go back to the same location mentioned above in the Microsoft Defender Portal.***



1. M365 admin center --> Security Admin Center (Microsoft Defender Portal) --> Policies and Rules --> Threat policies --> Email Authentication Settings --> DKIM --> Click on Domain and Enable DKIM.



 



***DKIM should now be successfully be enabled.***



 



How to add DMARC:



1. After DKIM is enabled and configured, please contact your DNS provider for assistance with creating a DMARC record.



There is also third-party tools and sites that can be used as a DMARC generator to generate a DMARC record for you. Then you can add the record through your DNS provider.



 



------------



 



For more information regarding both records, please see the articles below.



Set up DKIM to sign mail from your Microsoft 365 domain:



https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dkim-configure?view=o365-worldwide



 



Set up DMARC to validate the From address domain for senders in Microsoft 365:



https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dmarc-configure?view=o365-worldwide


Mar 11, 2024 - 10:47 CDT
Update - If you still experience password prompts on your Outlook clients after ruling out your third-party AV causing the issue, you should check the following registry key / value on your computer unless you have an Active Directory Group Policy Object (GPO) policy overriding your local computer. Please check with your IT admin if you have a GPO configured (Please Note, Zix/Appriver support cannot directly support GPO configurations).

----------------------------------------------------------------------------------------------------------------------------------------

From user computer:

- Registry key: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa

- Registry value: LmCompatibilityLevel

- It must be set at least to a value of 3 which is Send NTLMv2 response only. If the key is not there the computer will default to a value of 3 unless you have an Active Directory GPO overriding the local computer.

-------------------------------------------------------------------------------------------------------------------------------------------

If your admin is using Active Directory GPOs instead to set your security policy, please verify the following Policy location to ensure it is set to one of the supported values below. (Please Note, Zix/Appriver support cannot directly support GPO configurations).

Policy location: Computer Configuration\Windows Settings\Security Settings\Local Policies\Security Options

Policy Name: Network security: LAN Manager authentication level

Unsupported values
Send LM & NTLM responses
Send LM & NTLM - use NTLMv2 session security if negotiated
Send NTLM responses only

Supported values
Send NTLMv2 responses only
Send NTLMv2 responses only. Refuse LM
Send NTLMv2 responses only. Refuse LM & NTLM
Not Defined

Mar 09, 2024 - 19:40 CST
Monitoring - We are getting reports of some users unable to log into Outlook desktop but can successfully log into Outlook Web Access.

There was a recent Microsoft Exchange security update that could be causing this impact if you are using an outdated non-supported version of Outlook or using an Anti-Virus service on your computer. Clients using AV that does endpoint protection of the Outlook connections could cause repeated login prompts as that would appear as a man-in-the-middle attack.

Please ensure you are currently running at least Outlook 2013 (that is fully updated) or newer.
*Please note however, Outlook 2013 Microsoft end of life was on April 11th, 2023, so it is further recommended to run at least Outlook 2016 or newer*

If you have a third-party Anti-Virus service running on your computer, please temporarily disable the setting doing endpoint protection on Outlook connections through your AV, restart Outlook, then see if you can successfully log into Outlook.
If successful, this indicates your AV could be running encrypted connection checks on Outlook connections or could be running an AV that needs to be updated.

We recommend to please contact your AV service provider / support team to report this issue for assistance.

Mar 09, 2024 - 13:59 CST
Archive Services ? Operational
Information Archive / ZCP Operational
Erado Archiving ? Operational
Legacy Archive / ZixArchive Operational
CloudAlly Backup Operational
Encryption Services Operational
EMP/DeliverySlip Operational
Erado SecureMail (ESM) Operational
Hosted ZixGateway Operational
Hosted SMB Operational
Secure Cloud Email Encryption (AEE/ZEE) Operational
ZixPortal Operational
Customer Portal Interface Degraded Performance
Customer Portal Degraded Performance
Partner Portal Operational
Billing Area Operational
ZixCentral ? Degraded Performance
Secure Hosted Exchange Degraded Performance
Exchange 2013/2016+ (EXG7) Degraded Performance
Office 365 Degraded Performance
DNS Hosting ? Operational
Support Infrastructure Operational
Phone System Operational
Live Chat Operational
Support Ticketing System Operational
Threat Protection Operational
Email Threat Protection ? Operational
Zix Protect/Spam Stops Here ? Operational
Email Continuity Operational
Secure Cloud Email Continuity Operational
Legacy Continuty Operational
Datacenter Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
Customer Portal Maintenance Apr 18, 2024 22:00 - Apr 19, 2024 00:00 CDT
We will be undergoing Customer Portal maintenance between 10:00PM-12:00AM Central time.

The Customer Portal may have periods of inaccessibility or degraded functionality during this window of time.

If you require immediate assistance, please contact our Support teams via phone at 888-576-4949 or via email to support@appriver.com

Posted on Apr 17, 2024 - 07:02 CDT
Past Incidents
Apr 18, 2024

Unresolved incidents: O365 #EXT# External Users Syncing to Customer Portal, M365 users may be receive a Non-Delivery Report (NDR) when sending.

Apr 17, 2024

No incidents reported.

Apr 16, 2024

No incidents reported.

Apr 15, 2024

Unresolved incident: Zix Central LDAP import/LDAP authentication.

Apr 14, 2024

No incidents reported.

Apr 13, 2024

No incidents reported.

Apr 12, 2024

No incidents reported.

Apr 11, 2024
Resolved - We have confirmed this issue is resolved.
Apr 11, 09:24 CDT
Identified - We have identified sporadic issues with accessing Email Threat Protection features such as Quarantine/ETP logs/User settings. We are actively working on resolving this issue.
Apr 11, 08:09 CDT
Apr 10, 2024

No incidents reported.

Apr 9, 2024

No incidents reported.

Apr 8, 2024

No incidents reported.

Apr 7, 2024
Completed - The scheduled maintenance has been completed.
Apr 7, 04:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 7, 02:00 CDT
Scheduled - Our engineers will be performing updates to our load balancers. No interruption of service is expected, but if currently connected you may be required to log in again.
Mar 21, 14:33 CDT
Apr 6, 2024

No incidents reported.

Apr 5, 2024
Completed - The scheduled maintenance has been completed.
Apr 5, 20:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 5, 15:00 CDT
Scheduled - On 5 April 2024 at 8:00PM UK time, our engineering team will be upgrading an Oracle Storage System. During this time, there is no expected interruption of UK based services.
Mar 21, 14:50 CDT
Resolved - There have been no further issues with the phones. This status is now considered closed.
Apr 5, 06:20 CDT
Monitoring - Phone systems are fully operational. We will continue to monitor.
Apr 4, 14:04 CDT
Identified - The issue has been found and mitigated. Our engineers are returning the phone systems to full operational status.
Apr 4, 14:03 CDT
Investigating - We are currently investigating an issue with Support phone systems. Please email us at support@appriver.com or support@zixcorp.com to report issues.
Apr 4, 13:47 CDT
Apr 4, 2024