DKIM email rejections

Update timeline

1. identified May 28, 2024, 05:14 AM UTC

   An issue has been identified where there is an increase emails are being rejected due to DKIM, a fix is under development for this issue. Further details will be updated here once they are known.

2. identified May 28, 2024, 10:40 PM UTC

   A fix has been developed for this issue, this is the process of being reviewed and tested. Further details will be updated here once they are known.

3. identified May 29, 2024, 05:25 AM UTC

   On Monday 27th May SMX was made aware of an issue where a small number of emails being sent into SMX customers were failing DKIM and were being rejected by SMX in error. Our initial assessment was that the issue was contained to a single sender, however our investigations show that it may be impacting a very small number of additional senders and customers. These emails are being rejected before they reach SMX email policies preventing them from being whitelisted or opted out from filtering checks. A fix is currently being developed for this issue. Before this is released it will undergo thorough testing to make completely sure there is no adverse impact to any other aspects of email filtering. We will provide regular updates on progress. SMX would like to apologise to the customers that have been affected by this issue and appreciate your patience while we address this with urgency.

4. identified May 30, 2024, 04:35 AM UTC

   The SMX team have continued to work on the issue since it was first identified and are confident that a fix has been developed. Rigorous testing is currently underway and it is our intention to implement the update today, once we are 100% confident it solves the issue for all.

5. monitoring May 30, 2024, 07:36 AM UTC

   The fix for this issue has been rolled out to all SMX mail servers and these messages are no longer being rejected. We are continuing to monitor for any issues.

6. resolved May 31, 2024, 04:47 AM UTC

   This incident has now been resolved.