tag:status.appriver.com,2005:/historyZix | AppRiver Status - Incident History2024-03-28T13:40:32-05:00Zix | AppRivertag:status.appriver.com,2005:Incident/203222702024-04-07T02:00:00-05:002024-03-21T14:33:15-05:00US Load Balancer Updates<p><strong>THIS IS A SCHEDULED EVENT Apr <var data-var='date'>7</var>, <var data-var='time'>02:00</var> - <var data-var='time'>04:00</var> CDT</strong></p><p><small>Mar <var data-var='date'>21</var>, <var data-var='time'>14:33</var> CDT</small><br><strong>Scheduled</strong> - 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.</p>tag:status.appriver.com,2005:Incident/203223902024-04-05T15:00:00-05:002024-03-21T14:50:23-05:00UK SAN Upgrade<p><strong>THIS IS A SCHEDULED EVENT Apr <var data-var='date'>5</var>, <var data-var='time'>15:00</var> - <var data-var='time'>17:00</var> CDT</strong></p><p><small>Mar <var data-var='date'>21</var>, <var data-var='time'>14:50</var> CDT</small><br><strong>Scheduled</strong> - 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.</p>tag:status.appriver.com,2005:Incident/203609002024-03-26T15:12:28-05:002024-03-26T15:12:28-05:00Customer Portal SMS 2FA codes not sending<p><small>Mar <var data-var='date'>26</var>, <var data-var='time'>15:12</var> CDT</small><br><strong>Resolved</strong> - We have confirmed the issue is fully resolved with our SMS provider.</p><p><small>Mar <var data-var='date'>26</var>, <var data-var='time'>07:43</var> CDT</small><br><strong>Investigating</strong> - We are currently investigating an issue with our SMS provider for our 2FA codes not being sent externally. We are confirming the issue and working with the vendor for resolution. As a workaround, an admin can reset your 2FA and setup 2FA using a authenticator app. We apologize for any inconvenience this may currently be causing.</p>tag:status.appriver.com,2005:Incident/184925092024-03-26T07:18:22-05:002024-03-26T07:18:22-05:00New Support Process to Authenticate Callers for Phone Support<p><small>Mar <var data-var='date'>26</var>, <var data-var='time'>07:18</var> CDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>13</var>, <var data-var='time'>12:42</var> CDT</small><br><strong>Identified</strong> - In an effort to help provide the best security for our customers and their data, on Oct 2, 2023, all callers that contact Support will be required to be authenticated before the call will proceed.<br /><br />Please understand this new process has not been put in place to create any inconvenience, it is to create a better layer of security of your account and data.</p>tag:status.appriver.com,2005:Incident/203109822024-03-22T00:00:56-05:002024-03-22T00:00:56-05:00Customer Portal Maintenance<p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>00:00</var> CDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'>21</var>, <var data-var='time'>22:00</var> CDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Mar <var data-var='date'>20</var>, <var data-var='time'>09:51</var> CDT</small><br><strong>Scheduled</strong> - We will be undergoing Customer Portal maintenance between 10:00PM-12:00AM Central time. <br /><br />The Customer Portal may have periods of inaccessibility or degraded functionality during this window of time.<br /><br /> If you require immediate assistance, please contact our Support teams via phone at 888-576-4949 or via email to support@appriver.com</p>tag:status.appriver.com,2005:Incident/203097282024-03-20T07:13:34-05:002024-03-20T07:13:34-05:00Hosted Exchange - Microsoft Security Update<p><small>Mar <var data-var='date'>20</var>, <var data-var='time'>07:13</var> CDT</small><br><strong>Identified</strong> - <p style="margin-bottom:11px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">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:</span></span></span></p><br /><br /><p style="margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">1. Search errors in Outlook Desktop: Microsoft has linked an article regarding this error and provided registry change fixes to resolve the issue - <a href="https://support.microsoft.com/en-us/topic/search-error-in-outlook-cached-mode-after-installing-march-2024-su-aabcf51a-a45b-4a27-96ff-30efaed1633e" style="color:#0563c1; text-decoration:underline">Search error in Outlook cached mode after installing March 2024 SU - Microsoft Support</a></span></span></span></p><br /><br /><p style="margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">2. Users may be unable to preview certain Office attachments via OWA – Microsoft is working on releasing a patch </span></span></span></p><br /><br /><p style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">3. Read vs Unread message indications may be inconsistent via Outlook Desktop – Microsoft is working on releasing a patch </span></span></span></p></p>tag:status.appriver.com,2005:Incident/202676362024-03-15T10:54:40-05:002024-03-15T10:54:40-05:00Customer Portal - Customer Portal Error when Resetting Password<p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>10:54</var> CDT</small><br><strong>Resolved</strong> - This issue should now be resolved.</p><p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>08:50</var> CDT</small><br><strong>Update</strong> - We are currently investigating reports of errors when attempting a password reset in the Customer Portal.</p><p><small>Mar <var data-var='date'>15</var>, <var data-var='time'>08:31</var> CDT</small><br><strong>Investigating</strong> - We are currently investigating reports of errors when attempting a password reset in the Customer Portal.</p>tag:status.appriver.com,2005:Incident/202426022024-03-14T07:10:43-05:002024-03-14T07:10:43-05:00Hosted Exchange mailbox slowness and sending issues on ch.exg7.exghost.com<p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>07:10</var> CDT</small><br><strong>Resolved</strong> - This issue should now be resolved. Our Exchange engineering team is checking further into this to prevent reoccurrence of the issue.</p><p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>06:19</var> CDT</small><br><strong>Investigating</strong> - We are currently investigating slowness and sending issues with mailboxes that are in our CH data center for hosted exchange. We do apologize for the inconvenience and are working to get the issue resolved. We will continue to update status as we have more information.</p>tag:status.appriver.com,2005:Incident/202329402024-03-13T09:24:53-05:002024-03-13T09:24:53-05:00Hosted Exchange mailbox slowness to ch.exg7.exghost.com<p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>09:24</var> CDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>09:24</var> CDT</small><br><strong>Update</strong> - Our Engineering team identified the issue on the CH data center which should now be resolved.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>06:37</var> CDT</small><br><strong>Investigating</strong> - We are currently investigating slowness with mailboxes that are in our CH data center for hosted exchange. We do apologize for the inconvenience and are working to get the issue resolved. We will continue to update status as we have more information.</p>tag:status.appriver.com,2005:Incident/202164062024-03-11T11:12:18-05:002024-03-11T11:12:18-05:00Yahoo/AOL Rejection - DKIM/DMARC Records Required<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:47</var> CDT</small><br><strong>Investigating</strong> - <p><i>*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 - <a href="https://status.appriver.com/incidents/mt6nsyyb47ml">Zix | AppRiver Status - DKIM signing for Email Threat Protection</a></i></p><br /><br /><p> </p><br /><br /><p>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.</p><br /><br /><p>Please ensure you have SPF (TXT) record configured first before proceeding with O365 DKIM/DMARC.</p><br /><br /><p> </p><br /><br /><p><b>How to enable/add DKIM:</b></p><br /><br /><p>Generate DKIM keys within the M365 Admin Center -</p><br /><br /><p>1. Sign-in through the <b>M365 admin center</b> as a <b>global administrator</b></p><br /><br /><p>2. In the left-hand menu, click on <b>Security</b> under <b>Admin Centers</b>. This will take you to the <b>Microsoft Defender Portal.</b></p><br /><br /><p>3. From there, Under <b>Email & Collaboration</b> - click on <b>Policies and Rules</b> --> <b>Threat policies</b> --> <b>Email Authentication Settings</b> --> <b>DKIM</b> --> Select your Domain and <b>Enable</b>.</p><br /><br /><p>4. You can select <b>Generate DKIM Key</b> and it will populate the required <b>CNAME record information</b></p><br /><br /><p> OR</p><br /><br /><p>It will show in the form of an error message when attempting to enable. This error message also contains the <b>needed CNAME records.</b></p><br /><br /><p>***Once you have configured these <b>two CNAME records</b> on your DNS side, please go back to the same location mentioned above in the <b>Microsoft Defender Portal</b>.***</p><br /><br /><p>1. M365 admin center --> Security Admin Center (Microsoft Defender Portal) --> Policies and Rules --> Threat policies --> Email Authentication Settings --> DKIM --> <b>Click on Domain and Enable DKIM.</b></p><br /><br /><p> </p><br /><br /><p><i>***DKIM should now be successfully be enabled.***</i></p><br /><br /><p> </p><br /><br /><p><b>How to add DMARC:</b></p><br /><br /><p>1. After DKIM is enabled and configured, please contact your DNS provider for assistance with creating a DMARC record.</p><br /><br /><p>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.</p><br /><br /><p> </p><br /><br /><p>------------</p><br /><br /><p> </p><br /><br /><p>For more information regarding both records, please see the articles below.</p><br /><br /><p>Set up DKIM to sign mail from your Microsoft 365 domain:</p><br /><br /><p><a href="https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dkim-configure?view=o365-worldwide">https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dkim-configure?view=o365-worldwide</a></p><br /><br /><p> </p><br /><br /><p>Set up DMARC to validate the From address domain for senders in Microsoft 365:</p><br /><br /><p><a href="https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dmarc-configure?view=o365-worldwide">https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dmarc-configure?view=o365-worldwide</a></p></p>tag:status.appriver.com,2005:Incident/200790302024-03-11T10:41:19-05:002024-03-11T10:41:19-05:00Customer Portal intermitent log in issues<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:41</var> CDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:41</var> CDT</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Feb <var data-var='date'>26</var>, <var data-var='time'>12:50</var> CST</small><br><strong>Monitoring</strong> - We have implemented a hot fix and our monitoring has confirmed the issue has stabilized and log ins are processing as expected now. We are actively monitoring for any further issues. We apologize for any inconvenience this may have caused.</p><p><small>Feb <var data-var='date'>26</var>, <var data-var='time'>08:14</var> CST</small><br><strong>Identified</strong> - We have identified an issue in which our Customer Portal is intermittently having log in failures. We have identified the root cause and are working on resolving this. In the interim, we have monitors in place and are taking proactive measures to alleviate the log in issues as they appear. We apologize for any inconvenience this may currently be causing.</p>tag:status.appriver.com,2005:Incident/176893992024-03-11T10:31:10-05:002024-03-11T10:31:10-05:00Microsoft Announcement - Changes to the Registration Campaign Feature in Azure AD<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:31</var> CDT</small><br><strong>Resolved</strong> - .</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>10:41</var> CDT</small><br><strong>Identified</strong> - <title></title><br /><p><strong>Message Summary:</strong></p><br /><p>Publicly switched telephone networks (PSTN) such as SMS and voice authentication are the weakest forms of MFA. To help your users move away from them, Microsoft is introducing changes to the Microsoft managed state of the Registration campaign feature in Azure Active Directory.</p><br /><p><strong>When this will happen:</strong></p><br /><p>Starting July 10, 2023</p> <br /><p><strong>How this affects your organization:</strong></p><br /><p>Starting July 10th, 2023, users in your organization that are relying on SMS and voice for MFA will be prompted to register with the Microsoft Authenticator app. They can skip this prompt for a maximum of 3 times, after which registration of the app will be required.</p><br /><p><strong>What you can do to prepare:</strong></p><br /><p>We urge you to motivate your users to stop using SMS and voice for MFA. However, if some of your users need more time you can exempt them for now. Sign in as Global Administrator or Authentication Policy Administrator and go to Azure AD > Protect & Secure > Authentication Methods > Registration campaign and exclude these users.</p><br /><p><strong>Please see the following KB articles for further information and steps for managing the new MFA changes:</strong></p><br /><p>MFA Policy Changes and Registration Campaign - <a href="https://support.zixcorp.com/app/answers/detail/a_id/2867" rel="noreferrer noopener" target="_blank" title="https://support.zixcorp.com/app/answers/detail/a_id/2867">https://support.zixcorp.com/app/answers/detail/a_id/2867</a></p><br /><p>How to Manage MFA Registration Campaign as Admin - <a href="https://support.zixcorp.com/app/answers/detail/a_id/2868" rel="noreferrer noopener" target="_blank" title="https://support.zixcorp.com/app/answers/detail/a_id/2868">https://support.zixcorp.com/app/answers/detail/a_id/2868</a></p><br /><p>How to Register with Microsoft Authenticator App as User - <a href="https://support.zixcorp.com/app/answers/detail/a_id/2869" rel="noreferrer noopener" target="_blank" title="https://support.zixcorp.com/app/answers/detail/a_id/2869">https://support.zixcorp.com/app/answers/detail/a_id/2869</a></p><br /><hr /></p>tag:status.appriver.com,2005:Incident/193576102024-03-11T10:30:41-05:002024-03-11T10:30:41-05:00Hosted Exchange Customers - Disabling sending as alias via IMAP/POP accounts<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:30</var> CDT</small><br><strong>Resolved</strong> - .</p><p><small>Dec <var data-var='date'> 6</var>, <var data-var='time'>14:31</var> CST</small><br><strong>Identified</strong> - <title></title><br /><p>Due to recent changes in the Exchange security postures with the latest security updates applied to Hosted Exchange:</p><br /><br /><p>Starting the 14th of January 2024, the ability to send email from an alias POP account of a mailbox, will no longer continue to work. If you attempt to send from an alias POP account address after the 14th, you will receive a bounce message, or a pop-up message depending on your mail client, informing you that you do not have permission to complete the action. If you still need the ability to send email from an alias, you can use the following Knowledge Based article to use Exchange groups as the new method for sending:</p><br /><br /><p><a aria-label="Link https://support.zixcorp.com/app/answers/detail/a_id/2875" href="https://support.zixcorp.com/app/answers/detail/a_id/2875" rel="noreferrer noopener" target="_blank" title="https://support.zixcorp.com/app/answers/detail/a_id/2875">https://support.zixcorp.com/app/answers/detail/a_id/2875</a></p><br /><br /><p style="font-size:10px;"> </p></p>tag:status.appriver.com,2005:Incident/176913202024-03-11T10:30:08-05:002024-03-11T10:30:08-05:00Deprecation of TLS 1.0 and 1.1 for Hosted Exchange<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:30</var> CDT</small><br><strong>Resolved</strong> - .</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:29</var> CDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Sep <var data-var='date'>11</var>, <var data-var='time'>17:17</var> CDT</small><br><strong>Update</strong> - .</p><p><small>Jun <var data-var='date'>26</var>, <var data-var='time'>14:16</var> CDT</small><br><strong>Identified</strong> - What changes are occurring?<br />Late last year we started alerting all Hosted Exchange customers of the upcoming deprecation of TLS 1.0 and 1.1. Hosted Exchange will be disabling TLS 1.0 and TLS 1.1 and moving all of our online services to TLS 1.2 as of September 11, 2023. <br /><br />How does this affect me? <br />As of September 11, 2023, Hosted Exchange will no longer support TLS 1.0 and 1.1. By September 11, 2023, all client and browser combinations should use TLS version 1.2 (or a later version) to ensure connection without issues to our services. This may require updates to certain clients and browser combinations. If you do not update to TLS version 1.2 (or later) by September 11, 2023, you may experience issues when connecting to Hosted Exchange. If you experience an issue related to the use of an old TLS version after September 11, 2023, you will be required to update to TLS 1.2 as part of the resolution. <br /><br />What do I need to do to prepare for this change? <br />We recommend you proactively address weak TLS usage by removing TLS 1.0/1.1 dependencies in your environments and disabling TLS 1.0/1.1 at the operating system level where possible. Clients using Outlook 2010 for Windows or Outlook 2011 for Mac will need to change to be replaced with newer versions. Clients using Outlook 2013 SP1 (or higher), Outlook 2016 for Mac will need to ensure that they are up to date. Windows 7 users can use TLS 1.2 client applications and browsers if changes are made using the following Microsoft guidance at Update to enable TLS 1.1 and TLS 1.2 as default secure protocols in WinHTTP in Windows (microsoft.com).<br /><p>https://support.microsoft.com/en-us/topic/update-to-enable-tls-1-1-and-tls-1-2-as-default-secure-protocols-in-winhttp-in-windows-c4bd73d2-31d7-761e-0178-11268bb10392</p></p>tag:status.appriver.com,2005:Incident/202026342024-03-11T09:37:10-05:002024-03-11T09:37:10-05:00Hosted Exchange - Unable to log into Outlook Desktop<p><small>Mar <var data-var='date'> 9</var>, <var data-var='time'>19:40</var> CST</small><br><strong>Update</strong> - 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). <br /><br />----------------------------------------------------------------------------------------------------------------------------------------<br /><br />From user computer:<br /> <br />- Registry key: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa<br /> <br />- Registry value: LmCompatibilityLevel<br /> <br />- 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.<br /><br />-------------------------------------------------------------------------------------------------------------------------------------------<br /> <br />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). <br /> <br />Policy location: Computer Configuration\Windows Settings\Security Settings\Local Policies\Security Options<br /> <br />Policy Name: Network security: LAN Manager authentication level<br /> <br />Unsupported values<br />Send LM & NTLM responses<br />Send LM & NTLM - use NTLMv2 session security if negotiated<br />Send NTLM responses only<br /> <br />Supported values<br />Send NTLMv2 responses only<br />Send NTLMv2 responses only. Refuse LM<br />Send NTLMv2 responses only. Refuse LM & NTLM<br />Not Defined</p><p><small>Mar <var data-var='date'> 9</var>, <var data-var='time'>13:59</var> CST</small><br><strong>Monitoring</strong> - We are getting reports of some users unable to log into Outlook desktop but can successfully log into Outlook Web Access. <br /><br />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. <br /><br />Please ensure you are currently running at least Outlook 2013 (that is fully updated) or newer. <br />*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*<br /><br />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. <br />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. <br /><br />We recommend to please contact your AV service provider / support team to report this issue for assistance.</p>tag:status.appriver.com,2005:Incident/200894152024-03-25T11:09:33-05:002024-03-25T11:09:33-05:00M365 users may be receive a Non-Delivery Report (NDR) when sending<p><small>Mar <var data-var='date'>25</var>, <var data-var='time'>11:09</var> CDT</small><br><strong>Update</strong> - Update from Microsoft:<br /><br />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.</p><p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>08:17</var> CDT</small><br><strong>Update</strong> - Update from Microsoft:<br /><br />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.</p><p><small>Mar <var data-var='date'>20</var>, <var data-var='time'>07:04</var> CDT</small><br><strong>Update</strong> - Update from Microsoft:<br /><br />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.<br /> <br />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.<br /> <br />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.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>08:19</var> CDT</small><br><strong>Update</strong> - Update from Microsoft:<br /><br />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.</p><p><small>Mar <var data-var='date'> 8</var>, <var data-var='time'>14:39</var> CST</small><br><strong>Update</strong> - Update from Microsoft:<br /><br />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.</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>11:58</var> CST</small><br><strong>Monitoring</strong> - Updated from Microsoft:<br /><br />Users' outbound Exchange Online email messages are marked as spam and not delivered<br /> <br />2024-03-06 2:48:27 PM (CST)<br /> <br />Title: Users' outbound Exchange Online email messages are marked as spam and not delivered<br /><br />User impact: Users' outbound Exchange Online email messages are marked as spam and not delivered.<br /><br />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.<br />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.<br /><br />Scope of impact: Your organization is impacted by this event, and the problem impacts all users sending outbound email messages.<br /><br />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.<br />Next update by: Friday, March 8, 2024, at 9:00 PM UTC</p><p><small>Feb <var data-var='date'>27</var>, <var data-var='time'>10:48</var> CST</small><br><strong>Investigating</strong> - We are investigating reports of some users receiving bounce back notices indicating Microsoft 365 sending IP listed on a third party blocklist. <br /><br />We will post a health service alert once we have received confirmation from Microsoft. We will provide updates as we receive them.</p>tag:status.appriver.com,2005:Incident/200398002024-02-25T04:00:56-06:002024-02-25T04:00:57-06:00ZixCentral upgrades/Security Fixes<p><small>Feb <var data-var='date'>25</var>, <var data-var='time'>04:00</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>25</var>, <var data-var='time'>02:00</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>10:40</var> CST</small><br><strong>Scheduled</strong> - Sunday morning our engineers will be upgrading DUO on our ZixCentral Hosted Service Platform. During this time they will also be applying security updates which will cause a brief downtime of Administrator access to the interface.</p>tag:status.appriver.com,2005:Incident/200601872024-02-26T11:28:57-06:002024-02-26T11:28:57-06:00Instagram capture and installation currently unavailable.<p><small>Feb <var data-var='date'>26</var>, <var data-var='time'>11:28</var> CST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>14:22</var> CST</small><br><strong>Investigating</strong> - We are actively working with Instagram to correct the issue. Once fixed, the Instagram Capture application will automatically capture historical activity since the last successful capture. Installation notifications have been turned off as we work to resolve this and will resume once issue has been fixed.</p>tag:status.appriver.com,2005:Incident/200476282024-02-23T00:00:56-06:002024-02-23T00:00:56-06:00Customer Portal Maintenance<p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>00:00</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>22:00</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>06:39</var> CST</small><br><strong>Scheduled</strong> - We will be undergoing Customer Portal maintenance between 10:00PM-12:00AM Central time. <br /><br />The Customer Portal may have periods of inaccessibility or degraded functionality during this window of time.<br /><br /> If you require immediate assistance, please contact our Support teams via phone at 888-576-4949 or via email to support@appriver.com</p>tag:status.appriver.com,2005:Incident/200481222024-02-22T19:15:07-06:002024-02-22T19:15:07-06:00Customer Portal 2FA codes delayed for AT&T users<p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>19:15</var> CST</small><br><strong>Resolved</strong> - We have confirmed the issue has been resolved. This appeared to be part of the larger AT&T outage experienced by their network.</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>07:41</var> CST</small><br><strong>Investigating</strong> - Our 2 Factor Authentication provider for our Customer Portal is currently experiencing issues with short codes to US based AT&T users and working on resolving this. If needed, you can configure an authenticatior app as a workaround and we will provide updates as we get them from our service provider.</p>tag:status.appriver.com,2005:Incident/199611962024-02-14T08:21:35-06:002024-02-14T08:21:35-06:00Inablity to log into the Customer Portal<p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>08:21</var> CST</small><br><strong>Resolved</strong> - This incident has been fully resolved.</p><p><small>Feb <var data-var='date'>11</var>, <var data-var='time'>09:17</var> CST</small><br><strong>Identified</strong> - We are investigating an issue in which customers are unable to log into the Customer Portal in which an error is being presented on logging in. We apologize for any inconvenience this may currently be causing.</p>tag:status.appriver.com,2005:Incident/197976202024-02-06T07:06:40-06:002024-02-06T07:06:40-06:00Microsoft Service Incident: Message rejections when sending to third party spam services<p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>07:06</var> CST</small><br><strong>Resolved</strong> - Final status: We've confirmed after extensive monitoring that our work to unblock affected IP addresses has successfully reduced the rate of impacted mail flow to pre-incident thresholds, mitigating impact for users.<br /> <br />Scope of impact: This issue may have affected any user's mail flow if the recipient was leveraging a specific third-party antispam service to filter email messages.<br /> <br />Start time: Wednesday, December 24, 2025 at 6:00 PM CST<br /> <br />End time: Monday, February 5, 2024 at 4:13 PM CST<br /><br />Preliminary root cause: Outbound spam associated with some Microsoft IP addresses was causing all mail from these addresses to be blocked by a specific third-party antispam service.<br /><br />Next steps:<br />- We're exploring monitoring optimizations so we can more quickly identify and work to delist blocked IPs should similar future events occur.</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>09:40</var> CST</small><br><strong>Update</strong> - Current status: Our monitoring telemetry continues to indicate a positive trajectory, signaling relief for many users. As previously mentioned, efforts are ongoing to explore additional rule optimizations so we can ensure that impact for residually affected users is effectively minimized. <br /><br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party antispam service to filter email messages.<br /><br />Start time: Wednesday, December 24, 2025 at 6:00 PM CST<br /><br />Preliminary root cause: Outbound spam associated with some Microsoft IP addresses is causing all mail from these addresses to be blocked by a specific third-party antispam service.<br /><br />Next update by: Monday, February 5, 2024 at 6:00 PM CST</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>13:50</var> CST</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>13:49</var> CST</small><br><strong>Monitoring</strong> - Current status: We're continuing to see positive trends in our monitoring telemetry, and we're confident that a large percentage of users are no longer affected by this issue. As our mitigative changes take effect, we recommend that users retry sending email messages that previously returned NDRs, as this may now prove successful. In parallel, we're performing some additional rule optimizations to remediate impact for any users who may be residually affected by this problem. <br /><br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party anti-spam service to filter email messages.<br /> <br />Start time: Wednesday, December 24, 2025 at 6:00 PM CST<br /><br />Preliminary root cause: Outbound spam associated with some Microsoft IP addresses is causing all mail from these addresses to be blocked by a specific third-party antispam service. <br /> <br />Next update by: Thursday, February 1, 2024 at 6:00 PM CST</p><p><small>Jan <var data-var='date'>30</var>, <var data-var='time'>11:00</var> CST</small><br><strong>Update</strong> - Current status: We've performed some rule optimizations to minimize outbound spam and, while we're continuing to monitor for new reports of impact, our signals indicate a decrease in addresses blocked by the third-party antispam service. We've also confirmed that many formerly blocked IP addresses have since been delisted automatically, providing relief for many users. We'll continue monitoring telemetry for an extended period to ensure that this positive trend persists before confirming resolution.<br /> <br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party anti-spam service to filter email messages.<br /> <br />Start time: Wednesday, December 24, 2025 at 6:00 PM CST<br /> <br />Preliminary root cause: Outbound spam associated with some Microsoft IP addresses is causing all mail from these addresses to be blocked by a specific third-party antispam service. <br /> <br />Next update by: Tuesday, January 30, 2024 at 6:00 PM CST</p><p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>14:50</var> CST</small><br><strong>Update</strong> - Current status: Our efforts to collaboratively delist affected IPs with the third-party antispam service are continuing on a case-by-case basis as we identify additional blocked addresses. In parallel, we're examining IP block patterns we've identified via our telemetry so we can pinpoint the most efficacious rule changes and optimizations to reduce outbound spam and alleviate impact. <br /><br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party anti-spam service to filter email messages.<br /><br />Next update by: Monday, January 29, 2024 at 6:00 PM CST</p><p><small>Jan <var data-var='date'>24</var>, <var data-var='time'>14:24</var> CST</small><br><strong>Update</strong> - Current status: We’re continuing our collaboration with the third-party anti-spam service to delist affected IP addresses that are being blocked. In parallel, we’re investigating any additional workstreams that can further reduce the impact of this issue. This may include further rule changes intended to reduce outbound spam patterns. We understand the impact an issue like this can have on your organization, and we appreciate your partnership and patience as we work to remediate the issue.<br /><br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party anti-spam service to filter email messages.<br /><br />Next update by: Friday, January 26, 2024 at 3:30 PM CST</p><p><small>Jan <var data-var='date'>22</var>, <var data-var='time'>16:08</var> CST</small><br><strong>Update</strong> - Current status: We’ve implemented additional rule changes intended to further reduce outbound spam patterns, which has produced a reduction in the number of blocked instances. We’re continuing our collaboration with the third-party service to delist affected IP addresses that are being blocked on the third-party’s anti-spam service.<br /><br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party anti-spam service to filter email messages.<br /><br />Next update by: Wednesday, January 24, 2024 at 1:30 PM CST</p><p><small>Jan <var data-var='date'>22</var>, <var data-var='time'>13:27</var> CST</small><br><strong>Investigating</strong> - Title: Some users may be unable to send or receive email messages, and receive a Non-Delivery Report (NDR) when sending<br /><br />User impact: Users may be unable to send or receive email messages, and receive an NDR with a 550 or 554 error code when sending.<br /><br />More info: This issue only occurs if either the sender or user who is receiving the message is utilizing a specific third-party anti-spam service. Senders receive the NDR which states that the message has been rejected due to a 550 or 554 error code and that their host IP address is listed on the third-party anti-spam service.<br /><br />The error messages state "550 5.7.350 Remote server returned message detected as spam", "554 5.7.1 Service unavailable; Client host [xxx.xxx.xxx.xxx] blocked", or "550 5.7.1 This email was rejected because it violates our security policy."<br /><br />Current status: We’ve implemented additional rule changes intended to further reduce outbound spam patterns, which has produced a reduction in the number of blocked instances. We’re continuing our collaboration with the third-party service to delist affected IP addresses that are being blocked on the third-party’s anti-spam service.<br /><br />Scope of impact: This issue may affect any user's mail flow if the recipient is leveraging a specific third-party anti-spam service to filter email messages.<br /><br />Next update by: Wednesday, January 24, 2024 at 1:30 PM CST</p>tag:status.appriver.com,2005:Incident/198782972024-02-01T13:08:56-06:002024-02-01T13:08:56-06:00DKIM signing for Email Threat Protection<p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>13:08</var> CST</small><br><strong>Resolved</strong> - Closing out due to a formal notification going to customers is being drafted.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>12:53</var> CST</small><br><strong>Monitoring</strong> - <p>We are aware of the Gmail requirements of the authentication changes for the requirements of bulk senders to require DKIM/SPF/DMARC values for anyone who sends 5,000+ emails to gmail.com recipients per day. We have enabled the availability of DKIM signing on outbound messages that pass through our Email Threat Protection Smart hosts. These settings are within the Customer Portal for DKIM signing and will be able to generate your DKIM keys and activate it once added to your DNS properly and will be under the “Account Management”->”DKIM” section. The below Knowledge Bases will walk you through this.</p><br /><p><strong>What is DKIM/DMARC:</strong></p><br /><p><a href="https://support.zixcorp.com/app/answers/detail/a_id/943">https://support.zixcorp.com/app/answers/detail/a_id/943</a></p><br /><p><strong>DKIM signing instructions for Customer Portal:</strong><br /> <a href="https://support.zixcorp.com/app/answers/detail/a_id/1715" aria-label="Link https://support.zixcorp.com/app/answers/detail/a_id/1715">https://support.zixcorp.com/app/answers/detail/a_id/1715</a></p><br /><p> </p><br /><p>For the DMARC record, those would be created and added as well once your DKIM key is activated to add to your DNS to create your DMARC record.</p><br /><p><strong>Guide for DMARC setup:</strong></p><br /><p><a href="https://support.zixcorp.com/app/answers/detail/a_id/2878">https://support.zixcorp.com/app/answers/detail/a_id/2878</a></p><br /><p>We would also want to ensure you have included our SPF in your current domain’s lookup and your SPF records for your services can be found in the below KB.</p><br /><p><a href="https://support.zixcorp.com/app/answers/detail/a_id/1606/kw/spf">https://support.zixcorp.com/app/answers/detail/a_id/1606/kw/spf</a></p><br /><p>We have included the guidelines for Google in the below blog posting:</p><br /><p><a href="https://blog.google/products/gmail/gmail-security-authentication-spam-protection/">https://blog.google/products/gmail/gmail-security-authentication-spam-protection/</a></p><br /><p> </p><br /><p>If you have any further questions or concerns, please contact our support team and would be happy to assist further. </p><br /><p> </p></p>tag:status.appriver.com,2005:Incident/198400772024-01-29T15:49:30-06:002024-01-29T15:49:30-06:00Microsoft Service Incident - Some users may experience multiple issues with their Microsoft Teams<p><small>Jan <var data-var='date'>29</var>, <var data-var='time'>15:49</var> CST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>29</var>, <var data-var='time'>15:49</var> CST</small><br><strong>Update</strong> - .</p><p><small>Jan <var data-var='date'>29</var>, <var data-var='time'>15:49</var> CST</small><br><strong>Update</strong> - Microsoft posted their final update on the following Service Incident:<br />TM710344 - Some users may experience multiple issues with their Microsoft Teams<br />Please check the Microsoft Service Health section in the O365 admin center for the Post Incident Review. <br /><br />Preliminary root cause: While initial indications suggested a networking issue within the Microsoft Teams service infrastructure, we conducted further analysis and identified a combination of factors which lead to the incident. The Post Incident Review will provide additional details and the preliminary PIR will be published by Monday, January 29, 2024 at 8:00 PM CST</p><p><small>Jan <var data-var='date'>29</var>, <var data-var='time'>08:07</var> CST</small><br><strong>Update</strong> - Current status: We're reviewing service monitoring telemetry to isolate the root cause and develop a remediation plan.<br /> <br />Scope of impact: Impact is specific to some users served through the affected infrastructure in North America.<br /> <br />Next update by: Monday, January 29, 2024 at 10:00 AM CST</p><p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>12:46</var> CST</small><br><strong>Investigating</strong> - Microsoft has posted the following incident:<br /><br />Title: Some users may experience multiple issues with their Microsoft Teams<br /><br />User impact: Users may experience multiple issues with their Microsoft Teams.<br /><br />More info: Affected scenarios include, but aren't limited to:<br />- Users performing a cold boot may not able to log into teams and will see an "oops" page<br />- Users logging in or unlocking their devices after some time may see missing messages<br />- Users may fail to load messages in channels and chats<br />- Users are unable to view or download their media (images, videos, audio, call recordings, code snippets)<br />- Some messages may experience delays being sent<br />- Call Recordings might take longer to appear in user's OneDrive for Business and SharePoint Online<br />- Users may be unable to load previous Copilot history, or new history is not written<br />- Bots may be unable to download attachments<br />- Sending and receiving read receipt notifications may be delayed<br />- Anonymous users may be unable to join meetings<br />- Teams connectors for Power Automate/Power Apps may experiencing errors<br /><br />Current status: We’ve completed the failover in the Europe, Middle East, and Africa (EMEA) region and telemetry is showing improvement. We’re continuing with the failover processes in the Americas, and are monitoring whilst these processes complete.<br /><br />Scope of impact: This issue can potentially impact any Microsoft Teams user in the scenarios outlined in the More info section.<br /><br />Start time: Friday, January 26, 2024 at 8:55 AM CST<br /><br />Next update by: Friday, January 26, 2024 at 2:00 PM CST</p>tag:status.appriver.com,2005:Incident/197277222024-01-19T00:00:57-06:002024-01-19T00:00:57-06:00Customer Portal Maintenance<p><small>Jan <var data-var='date'>19</var>, <var data-var='time'>00:00</var> CST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jan <var data-var='date'>18</var>, <var data-var='time'>22:01</var> CST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jan <var data-var='date'>16</var>, <var data-var='time'>12:19</var> CST</small><br><strong>Scheduled</strong> - We will be undergoing Customer Portal maintenance between 10:00PM-12:00AM Central time. <br /><br />The Customer Portal may have periods of inaccessibility or degraded functionality during this window of time.<br /><br /> If you require immediate assistance, please contact our Support teams via phone at 888-576-4949 or via email to support@appriver.com</p>