SYNAQ experienced a minor incident on September 5, 2019 affecting SYNAQ Securemail, lasting 2h 3m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 05, 2019, 05:48 AM UTC
SYNAQ Securemail is current experience delays when sending and receiving mail. Engineers are currently investigating
- identified Sep 05, 2019, 06:31 AM UTC
SYNAQ Engineers have identified the issue. Mail flow has resumed but there is a delay in mail while working through the backlog
- monitoring Sep 05, 2019, 07:14 AM UTC
There is currently a 15 minute mail delay. The queues are currently clearing and engineers will continue to monitor.
- resolved Sep 05, 2019, 07:52 AM UTC
SYNAQ Securemail Incident has been resolved. All mail flow has returned to normal.
- postmortem Sep 13, 2019, 10:23 AM UTC
Summary and Impact to Customers On Thursday 5 th September from 07:48am – 09:52am, SYNAQ Securemail experienced a service incident which affected the delivery of mails for all .za domains. The resultant impact of the event was that Clients were unable to send and receive mail to and from .za domains. Root Cause and Solution The root cause of this event was due to an issue experienced by the ZA root servers where they were no longer allowing secure queries from DNS servers. As a result, when our DNS cache servers were trying to query the affected root servers, it was returning an invalid response, which resulted in the inability to send and receive mails to and from .za domains. In order to resolve this issue, the enforced secure queries capability were disabled to the ZA root servers and we were once again able to resolve all .za domain information. Remediation Actions Custom monitoring checks are going to be built to proactively identify these forms of DNS issues.