BACKGROUND & ISSUE SUMMARY
ISSUE NOW APPEARS RESOLVED SEE BELOW
We are sorry to report that the Hosted Exchange email service appears to be down. Please review all of the information below. If you have any questions that are not answered here, please do give us a call.
- The Hosted Exchange Server is not accessible.
- Inbound email may be delayed and queued for eventual delivery, or bounced back to the sender.
- Outbound email will stay in the Outbox until service is resumed.
Please note that there is no simple workaround for this issue, the only option is to migrate your email host to another host. This is a job we are able to help you with but it’s best performed when systems are working normally. Assuming normal service is resumed today, we’ll make some recommendations about this next week.
ISSUE HISTORY
1st May 2025 – 21:30
We have become aware of a possible issue with mailboxes hosted on the Hosted Exchange email platform. At time of writing the symptoms are:
- Inbound emails may be getting rejected with an error message such as “MX Records Point to Non Existent Hosts”
- Access to the webmail platform at https://webmail.giacomcp.com is intermittent or non existent.
Although we have not yet had any reports from users other than those described, we’d also expect Outlook to be reporting occasional connection problems, and an intermittent issue with outbound email.
We have attempted to contact the email provider however they do not have an out of hours support team, and we are also seeing issues with their web site.
1st May 2025 – 22:15
Our own further investigations suggest that the root cause of the issue is an error in how the “giacomcp.com” DNS record is set, or rather that the nameserver giacom.net is not responding. We have a hunch that once they fix the issue, service will be resumed pretty quickly, but there is likely to be a backlog of inbound email.
2nd May 2025 – 05:17
The issue is persisting, i.e. the upstream provider have not fixed the issue. Their lines open at 8:30 AM we will of course be on the phone to them at that time.
2nd May 2025 – 07:05
Users are being prompted for their Hosted Exchange username and password. This is to be expected because we think the email server is inaccessible at present. It is best to press cancel at this time, though once the problem is resolved, closing and re-opening Outlook should re-establish the connection to the email sever.
2nd May 2025 – 08:00
The upstream provider instigated a fix the issue at around 7:45 AM today, normal service has been largely restored. Outbound email is being delivered in timely manner but there are some delays on inbound email.