Lost emails (24 july)

[Shantra]

I am having problems with emails that are getting lost (23-24 july). Not all, just a few! Often it helps to send it again but I dont like doing so.

Anyone else with the same problem?

[granthnk]

The last message I received today was sent at 12:08PM Central time (GMT - 6). I've submitted a support request but haven't heard back yet. What's going on?! All of the indicators through rocketsupport show 100%.

[dreamcrafter]

I'm glad to know I'm not the only one having problems here. The last message I sent or received was earlier this afternoon, 7/23.

I just hope these messages aren't lost for good, because I have some very important work material I'm waiting for replies on.

I realized in the other forum that there was a message regarding HR changing the email system. They were supposed to send something out a week ago regarding instruction, but I never received anything.

Let's hope our mail isn't lost!

~GB

[Shantra]

granthnk,
Its true that the indicators show that everything is OK. As far as I know it shows only the status of the hardware.

First of all. Are you a completely new cusomer? If yes, I guess that you allready on the new mailserver. If no, have you been transfered to the new mailserver? or have you just gotten an email where they say that you will be transported soon?

The old mailserver caused a lot of problems for people, the new one is much better. Even though I still have a delay (not as much as the old mailserver).

PS! I'm on the new mauilserver now!

If you are new, welcome!! :) (I dont work for HR :) HR (HostRocket) has improved its quality and I would guess that they are one of the best on the marked now. ....if only they could sort out the email delay problem.

[Shantra]

dreamcrafter,
I am realy sorry to say this but I hav lost emails. Lucky for me I sent them to a mailinglist where I could see that they didnt come. Just a couple of minutes later I sent the email again and this time it went through!

This may NOT be your problem, since I only speak of my own experience!
..but just check that people has recieved the emails.

Good luck

[apriliaforum]

I have lost emails again.

Every week we go through this with HR. I have a new trouble ticket in, and have not heard anything in 10 hours. I am on the new mail server, and it has had tons of problems too.

Shantra, you remember me??? We had this same problem last week....sure is getting very old. I am changine hosts. I cannot have HR keep losing my email.

[apriliaforum]

I also find it amusing that all my previous posts on this topic have been deleted......the ones from last week and the week before that.......same problems with HR over and over.....quit losing my email!!!!!!!!!!!!!!!!!!!!!!

[steffield]

I have 1 email in my Webmail account, a different one in my NeoMail account (which should have the same 2 in each) and am unable to send from either, but I can receive them in NeoMail

Figure That One Out!


Ian Gunter

[ryu2]

I've been having similar problems too! I received no mail for over 24 hours starting on July 23, and mail has only started coming in now (current messages only, my mails during the time of no mail receiving have not come yet.)

I sent in a trouble ticket and got this reply... has anyone else had such experiences?

==================================================================

Newest Response Sent on 2002-07-24 at 12:17:20 EST:

Hi,

The mail servers are being worked on, they are currently
backed up with mail. The emails you have sent will
eventually be delivered but they will be delayed. This
should hopefully be fixed over the next few hours. Thanks
for your patience.

Melissa McDermott
HostRocket.com Support

PLEASE RATE THIS RESPONSE - HELP IMPROVE OUR CUSTOMER SERVICE:


Worst 1 2 3 4 5 6 7 8 9 10 Best

Use This Form To Send Another Response:






Original Question Sent on 2002-07-24 at 08:58:00 EST:


For the past day or so, I have not received ANY email messages in my account, using POP3 or Web mail. Does it have something to do with the mail system changes? I have tried both old and new settings, and still no messages.

Furthermore, I have tried sending test messages from other email accounts to my markwang.com accounts, and I do not receive them, nor do I receive bounce messages with explation of the problem.

Again, I have tried both the "old" mail server settings and the "new" mail server settings below:

OLD SETTINGS:
Mail server: markwang.com
Login name: markwan
Password: [my account password]
ISP: AOL
Error: The login is fine, but there are no messages!

NEW SETTINGS:
Mail server: mailbox.markwang.com
Login name: postmaster@markwang.com
Password: [my account password -- I changed it from the default of last 4 digits of credit card]
ISP: AOL
Error: same as before -- no messages!

Please look into this, and let me know *ASAP* how I can retrieve my messages, or where they are, as I am expecting very important business emails! Thanks!!

[ryu2]

I am not talking about emails I have SENT, but rather emails that I should have RECEIVED.

PS: My mail is now receiving NEW messages fine, but I have not yet received any missing OLD messages from 7-23 to 7-24 when my account had problems.

[Shantra]

ryu2,
I got the excact same email from support! ..and everything has just started working again. Test it now and see if its working!

apriliaforum,
Yes, I remember you :) Back then they denied that HR had any problems. Everything was my fault!! Looks like they was wrong.
The reason for your delited posts is that HR dont accept negative posts. :)

So, lets see if this will work for more then a few hours!

[granthnk]

Well, I received the exact same support email from McDermott as well. My problem has been with receiving, as I use my own SMTP server. I've been receiving mail today, and if I send myself a test message, it goes through just fine, like it normally has. However, I sent myself a test message from both a form on my site and from MSN. Neither of those have made it, which, contrary to what support says, makes me think I DID lose messages yesterday. Hopefully not. Maybe the servers are still chewing through old messages.

As to the question of how long I've been with HR. This is my 3rd month I think, and I must say I've been very pleased. This is really the first problem I've had. Bandwidth has been consistent -- a problem I've had with previous hosts.

-- Grant

------------------------
Grant Hinkson
www.catalistcreative.com

[inaxio]

see at postmaster@yourdomain.com account for retrieve lost emails.

[ryu2]

OK, checked postmaster@markwang.com and I get the new messages delivered. But, again, I am talking about OLD messages between 7/23 and 7/24 when I was not receiving any mail -- they haven't shown up ANYWHERE yet, to the best of my knowledge...

Does anyone know FOR SURE whether these mails are lost forever, or just sitting somewhere in a server waiting to be delivered?!?

Again, some of these mails could be important to me, therefore I have to know.

[apriliaforum]

they are probably lost forever....I've already had customers pissed I did not get back to their requests fast enough.

They lost a bunch of my emails on several occasions before and they were lost forever.

[jetsetter]

Just a thought...

FTP to your site. Look in your mail folder, and then under your username (mailbox).

You should see an "inbox" file, which contains your mail. Maybe your undelivered messages are in this file, but just never got delivered to you.

This file should hold all the mail. Worth a try.

Joe

[ryu2]

I saw an inbox file but it's zero bytes. STILL NO SIGN OF MY 7/23-7/24 MAIL AND STILL NO ANSWER FROM HOSTROCKET (have already opened a trouble ticket when it first happened)!!!! Is my mail lost????

[apriliaforum]

I looked in there too..zero bytes for me too

They are lost

HR will never admit it, but this happens way too often for it to even be funny. This is the 4th time in 4 months that this has happened to me. Not good when my business relies on email...

I am researching a new host right now....I'm beginning to think the 99.99% uptime is BS.

[ryu2]

I would like a statement from Hostrocket telling us WHY mail was lost (as it seems likely that was indeed the case) and WHAT is being done in the future to prevent this.

[Scotth]

Originally posted by ryu2
I would like a statement from Hostrocket telling us WHY mail was lost (as it seems likely that was indeed the case) and WHAT is being done in the future to prevent this.
I didn't have any mail lost per se for any of my or my clients accounts. But, if you or your client(s) didn't pull in email continually up till the time HR switched email servers early Thursday AM, some of your mail is still sitting on the old server setup. To access that, just log in to the old webmail account by going to:

http://www.yourdomainname.com/webmail/

Replace the yourdomainname with your domain, and remember to add the trailing backslash. You'll then be able to login to each of your email accounts on the old server and view mail that got stuck there.

One thing I didn't like was not being able to see the old account names for our different domains we manage. I had to call a lot of clients to get listings of all their email accounts to reconfigure everything.

Scott

[ryu2]

aprilaforum, what host are you on? I am on host15.hrwebservices.net. I'm wondering if email lost was specific to only one (or a few) hosts.

scotth, I tried that (I only have one actual account set up), and I did not see my supposedly-lost messages from 7/23 to 7/24.

[smikwily]

Just a simple little questions. Did anyone, and I mean anyone, receive anything about an email outage or a planned upgrade? I only have a personal site, but when I have to go to the forums to find out that I have 45 emails out somewhere waiting for me, I begin to wonder what the heck is going on...

I love HostRocket so far, but I'm starting to weight my options...

[ryu2]

I did get email notices about the planned email upgrade and changes, but NO NOTICE about any email being lost... and even if I HAD been told that email would be lost, losing email altogether is absolutely unacceptable behavior!

BTW, It has been 72 hours or so, and so far, no sign of the "lost" emails between 7/23-7/24, so I do assume they have been lost until further notice.

[apriliaforum]

I have been on the beta-test email server, because we had the same problems on the old mail server......lots of lost emails

What is bad, is all I use the HR email system for is to forward my email to my always-reliable RoadRunner account.

HR doesnt have to do anything with my email except forward it along....

[ajw18]

This is beyond annoying.

There are dozens of emails I have apparently lost.
And HR is doing nothing about it.

In response to Trouble Tickets about set-up info, I get multiple copies of the email that went out several days ago. This is NOT helpful!!!!!!

I have had generally good service and they were very helpful when I first joined back in early 2001. But this is really subpar performance.

Waiting for hours and hours for even a confirmation of receipt of the ticket, then more hours and hours to recieve some info I already had and info that was not helpful.

I fiddled around with the SMTP and login names and 3 emails came in. But there have to be about 30-40 that should have come in. I am on several mailing lists with consecutive digests so I know some are missing.

WHERE ARE THEY?????

I have to think that the testing didn't go very well, despite what HR is telling us.

I also went to the webmail folder of my domain and found 14 emails from 2001 -- none from 2002. Why those 14 emails were there I have no idea.

Beyond pissed at 11:43pm,
Allan

P.S. Also wondering how good HR is now ... websites have been down for long periods of time in recent months too ...

[Fuzzylogic]

Crap, well it seems that explains my issue, I've been without e-mail for a few days now.. at first I just thought my new SPAM filter was working TOO well.. but after disabling that.. well I guess I have to call ALL my clients now and make sure they didn't try to contact me and hope they haven't dropped me for a competitor...

Sadly I'm still not getting e-mails... yeah this knot in my stomach isn't going away anytime soon...

[TomD]

Try going to www.yourdomain.com/webmail/ and using your old user name and password to check the old mail system for any undelivered messages.

[ryu2]

I checked the old webmail system, and found 3 messages from 7/26. However, as I have stated before, my lost email ranges from 7/23 to 7/24. I have NOT found those messages ANYWHERE yet!

Here is what happened:

1. HR notifies me that email changes will take place Thursday 7/25.

2. On 7/23 I mysteriously stop receiving email. I am on some very active mailing lists, PLUS I send test messages from other known working ISP/webmail accounts to my HR account (markwang.com) and I do not receive the test mails, OR a "bounce" message explaining what went wrong. Note, this is while I am still on the OLD server.

3. On 7/24, about 24 hours later, NEW emails start coming in again... but (other than maybe 2 or 3, out of a expected 100 or so) none of the "lost" emails show up. Note, I am still on the OLD server, and this is with my old POP settings.

4. On7/26 sometime, mail stops coming to my old server, I switch to the new server settings in POP, and I get new mails fine since then. But no sign of the old emails... not even in the old webmail!

So, my mail is now working... but my question remains: what about the lost emails from 7/23 to 7/24 I should have received?!?!?!?

[Fuzzylogic]

ryu2 did you check the postmaster account on the new e-mail system? I found lots (I don't know if it's all or not as I don't know exactly how many were sent to me) of e-mails in the postmaster account. I did find all my test e-mails I'd sent to myself over the course of my outage.

[treschic]

I was going nuts too, then checked out the Hostrocket update board and found the solution.

1. Log into email by going to : http://mailbox.yourdomain.com
2. Click on webmail. Username is postmaster@yourdomain.com, password is the last 4 digits of the credit card you used to sign up with hostrocket.
3. All emails from the dates you're missing (I'm guessing the 23rd-25th) should be there. This address was set up as a general catchall address.

After you're done viewing mail there, you should go back to mailbox.yourdomain.com and go to mail administration. You can set up email addresses there, forwarders, autoresponders, etc. The new mail is actually much better than the old one. You can set up mailing lists from there too. V. cool!

[creations]

I too am missing e-mails. From July 25 through till this evening, none have shown up. then two showed up, one was a test that I my self sent this evening, and another was from an addy that had been blocked on the old system.

As it stands, I know for a fact of over 7 e-mails that have been sent between then and now. And they are not showing up in any "postmaster" or such. Is there any other location to look for "lost" e-mail. This is VERY important to me.

As Usual, the HR Support team didn't read my trouble ticket and sent me the "form letter" that asked me if I had done what I said I had done in my origional ticket. Really, getting less impressed with them by the minut.

so, any one on here, know of some where in the domain it's self where I can look up "recieved" e-mails and see where the missing e-mails are?

and don't ask if I looked in Postmaster. Dont ask if I logged on, or tried the web based mail, or if I configured it all right. I did get it to pick up back mail from prior to the 25th (on the 25th) and I got it to pick up that previously blocked e-mail, so I know I am set up correctly. Please don't be miffed at my "rudeness".. but I sent in a ticket, and stated what I had done to try to fix the situation, and they replied with a question about what had I done!!!! Clearly no one had read my ticket.

So, I figured I may find a person with grey matter in hear to work on this situation.

I am really NOT impressed with HR, and am searching for a new host. They have RE-corrupted my site, it is down again because of THEM, and they won't respond. But in the time it takes to move, I do need to be able to collect my e-mail.

thanks
creations

[apriliaforum]

I have been on the new mail server for weeks now. I was a beta-tester, because I was having countless problems with the old system.

It seems everyone else finally got upgraded to the new mail server as well. I still am missing emails around the time everyone else got switched over july 23-24. They are not in my mailbox.apriliaforum.com accouts either.

I am still very paranoid of lost emails. I just sent myself a trest message, and it still has not arrived (15+min). Any lost email is unacceptable in my book. Who knows what business I am missing out on????

[Scotth]

Originally posted by apriliaforum
I still am missing emails around the time everyone else got switched over july 23-24.
The switchover did not occur till the early AM of July 25th. If you were on the new server as a beta tester, this did not affect you. If you are missing email, it is due to some other issue.

Scott

[smikwily]

So, your email is either missing from the upgrade or it was swallowed like to many other before it into the abyss...

[ryu2]

What a joke.

Hello,

It is possible the mail in on the old mail system, you can
try getting it from http://host15.hrwebservices.net/webmail/

If that does not work, the mail may be queued, or lost.

-David Laube
HostRocket Technical Support


"queued or lost" Well, DUH!!!!!!!!!!!!!!!!! That's like saying: "I'm either dead or alive" Of course it's queued or lost!!!!! I WANT TO KNOW WHAT HAPPENED EXACTLY. If it's queued, WHERE IS THE QUEUE (because it's NOT in webmail for me). And if it's lost, HOW is HR preventing this scenario in the future.

I don't know if this is related to the upgrades or not, but regardless, losing mail is absolutely unacceptable, especially if you use it for business purposes!

[smikwily]

Classic. That's all I can call it. Classic. I signed up for a new host and am in the process of cleaning house on HostRocket, and today, yes Today July 31, I receive an email from HR telling me about the email upgrade. I've moved to a new host and all sorts of emails that weren't coming through before are starting to appear. Thanks for hosting while it lasted HR...;)

[creations]

well, I see I am not the only one sick to death of the HR game, where they don't respond to your tickets, ignore your questions, and blame you, the customer for their ineptitude...

so, for those jumping (of which I am proud to be one) any good hosts out there that actually DO WHAT THEY GUARENTEE???

and any one here know how to get HR to do what they Guarentee?? Like monies back for down time, or how to even get them to respond when that question is raised.


A. Austin
wouldn't reccoment HR to ANY ONE.

[TomD]

I have been with several other hosts and as bad as it has been lately HR is better than any of the others I have been with at this price level. I have not tried the $50.00+ per month plans and maybe they are better.

Come back here and let us know what you find.

Good luck.

Tom

[Scotth]

Originally posted by TomD
I have been with several other hosts and as bad as it has been lately HR is better than any of the others I have been with at this price level. I have not tried the $50.00+ per month plans and maybe they are better.

Come back here and let us know what you find.

Good luck.

Tom
Yup. I said basically the same thing yesterday in a long message, but it appears HR deleted it.

Scott

[twiggle]

I've been out of town and when I got back I was suprised to find that I didn't have any email! I logged into my control panel to check my email that way only to find a new email page telling me my username and password didn't work. WTF?! So now I can't send or recieve email. I haven't send in a trouble ticket yet...almost seems pointless to me. ARGH!!!

[ews]

I'm not USUALLY one to complain. I figured there's a correct process to handle every issue. Well, since I've gone through the correct process and it has gotten me no where, I'd try the complaining route.

I am so fed up with HR, i.e., trouble tickets, email, "can not find server", etc.

First, I never receive updates directly from HR, they come from one of my clients. I've gone back and forth with them on this issue to no avail. The last response was, "updates are sent to the email on the account; there has to be something that you're doing wrong." NOT ... the issue still exists. Now, the correspondence regarding this issue has ceased totally. Ticket remains open - at least in my mind.

It is completely ludricous for HR to do a global rollout of a new email system before it has been fully tested. Issue of NOT receiving email is completely unacceptable. After getting the update from a client, I realized a postmaster email account had been setup so I decided to test the system. The more I tested, the more frustrated I became. If I setup the account to forward emails to a personal email address, the emails were not received. If I removed the account forwarding, the emails were received hours or days later. The auto response still pulls from the old email even though it has been changed in the new system. One day I get an email in the old system, next couple of days, I get an email in the new system. Sometimes the system recognizes the username and password and other times it does not. The latest as of today, when clicking on a new message: "FAILED TO CONNECT TO ACCOUNT"

HOSTROCKET, DO YOU MONITOR THE OPEN TROUBLE TICKETS? WHAT'S GOING ON? WHAT'S BEING DONE TO RECTIFY THE MANY ISSUES?

[tpierpoint]

Unfortunately, I'll have to join in with everyone's e-mail frustrations.

I have sent numerous trouble tickets to HR and they seem to act like they are perfect and are never wrong. That's BS!

I am having major problems with people saying they never receive my e-mails. What a bunch of S^@T!

Wake up a smell the Data Center, HR!

Todd

[tpierpoint]

I'm calling HR at (518) 371-3421 M-F 8am-4pm EST

Everyone, please call them, and maybe then they will do something about the problem.

Todd

[tpierpoint]

HR finally contacted me about this and said the issues will be resolved within the next 2 hours or so.

We'll see what happens.

Todd

[Scotth]

Originally posted by ews
First, I never receive updates directly from HR, they come from one of my clients. I've gone back and forth with them on this issue to no avail. The last response was, "updates are sent to the email on the account; there has to be something that you're doing wrong." NOT ... the issue still exists. Now, the correspondence regarding this issue has ceased totally. Ticket remains open - at least in my mind.
They were correct on that about who the email gets sent to. If you are planning on managing websites for clients of yours, the proper way to do this is to do everything from within your own account. That is, the account you opened for yourself for your own website. Whenever a client wants you to set them up with web access, you add a new domain using your credit card #. You then bill the client directly instead of them paying HR. We've been doing this for about 1.5 years now through HR. It is a way to resell their product even though they don't have reseller accounts at this time. Since we are doing all the work, we charge our clients more than the regular HR fees. Do not bother setting up clients with anything less than a 6 month contract. All of ours to date have been 1 or 2 year contracts. We then add $6 per month to whatever the normal HR fee is. That is still a bargain price for the client. Once HR gets reseller accounts setup, things will be much easier. The other thing that's nice when you put all your clients on your CC is that you can get the $29.95 instant setup fee refunded. You have to send in a TT after signing up each new domain asking for the refund. Again, we still pass this $29.95 fee on to the client to pay for our time to do the dirty work for them. The other nice thing is that you can control all of the control panels, and all email for HR notices or TT responses gets sent directly to you. You do need to have a valid off network email address entered in your account setup for all of this to work. The best address to use is the one you get with your ISP, which everyone should have setup in their email client polling for email just as often as their domain mail.

Scott

[ews]

Thanks for the information.

Each account is/was set up separately: Different URLs, different credit cards, different emails. Client has a personal AOL email address on file with HR. I have a personal hotmail email address on file with HR. Updates from HR are sent to his AOL address for his URL. I on the other hand, do not get updates from HR for my URL. He (client) sends me updates that he receives. The question still remains, why am I NOT getting updates directly from HR?

[Scotth]

Originally posted by ews
I have a personal hotmail email address on file with HR. Updates from HR are sent to his AOL address for his URL. I on the other hand, do not get updates from HR for my URL. He (client) sends me updates that he receives. The question still remains, why am I NOT getting updates directly from HR?
Because you're using a free email account for your contact account. People should not use yahoo, hotmail or juno accounts for their main contact email address. You need to use your ISP email account. For example, if you connect to the internet through joeblow.com, you need to use your yourname@joeblow.com email address.

Scott

[JimCox]

Is anyone else still having trouble?

I am... would like to know if and how you all are getting it resolved.

I have had to use an alternative means to ensure receipt of some messages. Some accounts are not yet receiving anything.

Reading headers and failure messages, I think I found a loop within host25.

still haven't figured it out, though

peace

[tpierpoint]

I just started using my HR mail server today. Haven't had any problems with it (that I though) so far. HR said they corrected the problem with the SMTP delays.

Give it another day.

Todd

[ryu2]

I've not received any emails since 1500 PDT today, 8/28. I know the mailbox.hrnoc.net server was down for some time today but now it's up again, and I've tried SMTP connections to it, and it works fine. But no messages are coming through now, other than some queued messages that abruptly stopped after 1500 hrs today. I have checked web archives of mailing lists that I'm on, and can say for sure I've missed messages.

IF HR LOSES MESSAGES AGAIN THIS TIME, I will tolerate it no further. I AM IN THE MIDDLE OF A JOB SEARCH AND ABSOLUTELY MUST HAVE RELIABLE EMAIL!!!!!!!!