Exchange Email Services, Some User Mailboxes May be Inaccessible

All exchange mailboxes are now online.

Access has been restored to all previously quarantined mailboxes.

Customers are advised to liaise with our support team to schedule a time to cutover mail flow back to their original accounts and then import any recently received email. Interim accounts will then be deleted for each customer after this process is completed.

As technicians are still performing migrations on repaired data please allow 24 hours for us to schedule in cutovers for all previously quarantined mailboxes.

We are now in the process of returning quarantined accounts to active status.

Our support team will liaise with users to schedule a time to cutover new email back to their original accounts.

Thank you for your patience while we assess each customer's account.

Technicians have completed offline repairs and we have returned the database to operational mode. If your account was offline during the repair, you should now be able to connect.

Results and access status to quarantined accounts are still being investigated.

We will provide further updates this evening.

Offline repair is still ongoing. We are revising the completion estimate for this process as requiring an additional 2-3 hours. Apologies for any inconvenience

If any customers do not have access to recent emails, please contact our support team to have your mailbox redirected.

Offline repairs of the impacted system are still ongoing. The estimated time to completion is 2-4 hours.

If any users cannot access their email account, please contact our support team if you would like your mail redirected to a new interim account or forwarded to another email address.

We thank you for your patience.

Technicians are now conducting offline repairs. Some customer email accounts may be inaccessible during the repair period.

Thank you for your patience.

Some customer mailboxes are still offline temporarily. Our Helpdesk has contacted impacted customers and provided a new interim exchange account to receive and send new emails. If your email account is not connecting after 10 minutes please contact our support team for assistance.

Customers should NOT delete their exchange account from Outlook or any devices. That way you will have access to your most recent historical emails.

For simplicity we recommend you use Outlook Web Access to access your new interim email account: https://exchange13.mailsolutions.com.au/owa/

We understand some customers have been operating with Outlook in online mode (not recommended) rather than cache mode. In online mode Outlook will not display any email data without connecting to the server.

For customers operating in online mode we are able to provide a full download of mailbox data in .PST format from backup storage dated the evening of the 13th December 2022. Backup .PST data file should NOT be imported into your new account. This data file should be opened in Outlook for reference purposes only. Our team will endeavor to restore access to your previous account.

Please contact our support team for a download link for your backup PST data if required.

Our technicians are presently migrating customer data so that we can perform an offline repair. This process is critical to avoid impacting more customers with an outage. We expect to be able to begin restoring service to the impacted mailbox data within 48-72 hours.

We thank you for your patience. If you have a specific concern or requirement, please contact our help desk team for assistance.

Technicians have identified approximately 40 accounts in a quarantine state. New accounts have been provided. If you have not received your new account and are still impacted by this issue, please contact our support team.

A scheduled repair has been planned for this weekend, pending data migrations being completed.

Access to previous accounts with historical data should be restored within 2-3 business days at which time we can consolidate your recent data into the old.

Technicians may be able to restore small amounts of data from backup. If you would like to have a specific outlook folder restored please contact our support team. Partial restores of data to temporary accounts is restricted to 500MB of data per client and there may be a queue for this service.

Thank you for your patience while we repair this issue and apologise for any inconvenience.

We have identified an issue with an exchange mailbox system.

If you have been able to access email today, but are not presently able to connect - please wait 5-10 minutes then restart Microsoft Outlook to connect again. Apologies for this temporary disruption.

Some users may also not be able to access their email at all. If you are having difficulties please contact our support department via email - support@webvault.com.au

Rectification works are under way.