AppState experienced a minor incident on August 27, 2025 affecting Gmail, lasting 42d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 27, 2025, 01:32 PM UTC
ITS is investigating an issue with our email security platform. Users have reported receiving errors when attempting to send emails to other @appstate.edu users. We have opened a ticket with our vendor and will provide updates as they come in.
- investigating Aug 27, 2025, 05:34 PM UTC
Troubleshooting with the vendor is ongoing. We have been made aware that inbound email from non-appstate.edu email domains is also impacted.
- identified Aug 27, 2025, 07:45 PM UTC
Cisco believes that they have identified the root cause of the issue: a DNS mismatch between the secure email platform and Google's Gmail services. AppState ITS is going to apply a temporary configuration change that we believe will mitigate the issue while Cisco and Google work towards a permanent resolution.
- monitoring Aug 28, 2025, 12:17 PM UTC
The temporary configuration change appears to have mitigated the issue. Email is delivering as expected. We will continue to monitor while Cisco and Google implement a permanent fix.
- monitoring Sep 07, 2025, 02:42 PM UTC
Google appears to have updated the required DNS records for secure email functionality. Early Monday morning, AppState ITS is going to remove the temporary Cisco Secure Email configuration that was put in place to mitigate the issue. We will continue to monitor throughout the day.
- resolved Oct 08, 2025, 03:36 PM UTC
This incident has been resolved.