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About the Web Mail outage on 2/16 - 02/17/07

From: Email Guy
Subject:       About the Web Mail outage on 2/16
Date: February 17, 2007 10:31 AM
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Yesterday, Friday 2/16, Web Mail was unavailable for all users for about 2 hours beginning at 2:20 PM EST. Many users asked about the problem in Ask Email Guy, and rather than reply to that question many times I've posted the explanation here on the front page and didn't publish those questions.

This outage was caused by a fluke accident in our datacenter and is not an issue that will repeat. Unfortunately it took about 2 hours to restore service, and I apologize for the inconvenience to our users.

Anytime you cannot access Web Mail for any reason, you can use your own email software as a backup. If you don't have a preferred application then just use the email program that is already on your computer, like Outlook Express, Mac Mail, etc. Just check your programs menu; all computers come with email software on them. All you need to set up to check your EarthLink Email is to put the server name "pop.earthlink.net" in the account settings for the incoming mail server, and enter your email address and password. If you normally use Web Mail-only then you will also want to check the option in Advanced settings to "Leave Messages On the Server" so that all your messages will still be viewable in Web Mail.

Again, we apologize for the inconvenience.

Discussion

Posted by: Joan Cornelius   |   February 19, 2007 1:11 PM    |   (1)

What about the outage today. I paid to send myself 2 pictures from my cell phone. They are in the suspect mail file finally. (Sent them yesterday). Now it won't let me move them to my regular mail. Says "Action Cancelled". Also, web mail not available today.

Posted by: Email Guy   |   February 19, 2007 1:17 PM    |   (2)

There was no outage for email delivery either on 2/16 or today, messages are being delivered as soon as they reach our network from wherever they were sent from. It sounds like you are using something other than the Web Mail site, which does not have any error that says "Action Cancelled".

Posted by: Deb Bauer   |   February 21, 2007 2:20 PM    |   (3)

I, too lost all but 11 emails from my springmail account. I want to retrieve it as well. It was OK yesterday afternoon (2:30pm Pacific time) - which was the last time I accessed it away from my home computer. I logged in this morning and it is gone. No settings were changed. How do I get it back??
thanks for your help,
Deb

Posted by: Email Guy   |   February 21, 2007 6:15 PM    |   (4)

Deb - no email has been lost from any account including yours. This outage was simply unavailability of the Web Mail web site and had no effect on email service or delivery or mailboxes.

I see from your account logs that you occasionally access the account from Web Mail, but that you have other email software automatically checking it all day long, both yesterday and today, about every 10 minutes. This could be Outlook Express or any other email software you have running on your computer. I see a number of times where you deleted messages from the server using that software, including deleting 417 messages at one time at Feb 21 11:50:54 EST. Those messages are now in that software (on one computer or the other) and not on our server. You may find this article helpful.

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