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April 29, 2014

LogicBoxes mail storage issue on Austin Mail servers

Filed under: Downime notice,NetEarth One — admin @ 16:14

You or your customer may have noticed missing email and lack of IMAP services the past 4 days because of a storage related issue with LogicBoxes Austin mail servers (covering both paid / free and enterprise mail services).

This issue unravelled on Thursday morning, and since then LogicBoxes along with the storage manufacturer/disaster recovery company have been working towards bringing historic email back online (to include current email upto and including Thursday 24th April).

A full rundown can be read here : and you can use your NEO user / pass to login to read that forum post.

The last post mentioned that the recovery could take weeks to complete and moreover may or may not be successful in restoring mail.

The latest update is below from the above forum :

How did this happen?
We were bringing a new storage cluster online, and during this process data was inadvertently removed from an existing storage cluster.

What are you doing to get my mail back?
The removal of this data has made it very challenging to restore your messages.  As we’ve mentioned, we are working with our storage industry experts to reconstruct the data, work continues around the clock towards this end, but this is a very time consuming process, and it may take a few weeks to complete the entire process.

Are my messages gone forever?
It is possible that some messages of your messages may be unrecoverable, however at this time we have not completed our work on the restoration.  We will continue working on our recovery efforts, with an eye towards restoring as many messages for as many customers as quickly as possible.

Should I be worried that this is going to happen again?
The error that occurred was highly unusual.  We are carefully analyzing what happened and are implementing additional safeguards to prevent this particular event from reoccurring.

From the above, LB are looking to bring back online IMAP, and, subsequently need you and your customers to backup their IMAP folders if they have them offline, BEFORE connecting to the mail service.  If they used POP3 this does not need carrying out, however, if IMAP was used, THIS CERTAINLY DOES need carrying out.  Some instructions for popular mail applications are listed below.

From LB:

We wish to turn on the IMAP service within the next 48hours. Hence, we would like that all our clients have a local copy of their emails, such that it can be re-synced with the server.

Following are some DIY steps on how we store/backup emails on your local machines.

Instructions for Outlook:
The process to setup the same has been specified in two of our KB articles:

In Outlook 2010:
Follow these steps to export a specific folder:

    Click the File tab.
    In the Outlook Options window, click Advanced.
    Click Export.
    In the Import and Export Wizard, click Export to a file, and then click Next.
    Click Outlook Data File (.pst), and then click Next.
    Select the folder to export, and then click Next.
    Click Browse, and then select the location where you want the new .pst file to be saved.
    In the File Name box, type the name that you want to use for the new .pst file, and then click OK.
    Click Finish.

In an earlier version of Outlook:

    Open Outlook.
    On the File menu, click Import And Export. If the menu item is not available, move your pointer over the chevrons at the bottom of the menu, and then click Import and Export.
    Click Export To File, and then click Next.
    Click Personal Folder File (.pst), and then click Next.
    Click the folder to which you want to export the .pst file, and then click Next.
    Click Browse, and then select the location where you want the new .pst file to be saved.
    In the File Name box, type the name that you want to use for the new .pst file, and then click OK.
    Click Finish.

Instructions for Thunderbird:

Archiving emails to local folder:


You can install the following Addon in Thunderbird to Import/Export your emails:

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