Email Issue Identified

On 2026-01-06 11:08:42 +1000 a faulty update began impacting mail servers, affecting a large number of systems before it could be halted. The underlying issue was traced to a broken MSODBC repository, which caused cPanel update processes (upcp) to fail. As a result, required Dovecot configuration updates were not applied.

While cPanel is not expected to restart services when a configuration is invalid, this behaviour was observed during the incident and is currently under investigation by cPanel.

What we did:

Our engineering team implemented a corrective fix across all affected cPanel servers. Due to the size of the environment, this remediation took time, but all systems have now been fully updated and mail services are operating as expected.

We genuinely appreciate your patience while we worked through this. System stability, reliability, and uptime remain our top priorities. If you have any questions, notice anything unusual with your webmail environment, or would like confirmation that your services are operating normally, our customer care team is available 24/7 to assist you.

What we’re improving:

To help prevent a recurrence, we’ve introduced additional monitoring around mail services and update processes so potential issues can be identified earlier and addressed more quickly. We’ve also improved coordination with cPanel update schedules to better understand the timing and impact of upstream changes before they are widely applied. These improvements allow us to respond faster, limit blast radius, and reduce the likelihood of similar issues affecting customer environments in the future.

Thank you for your continued trust. We’ll continue monitoring closely and will provide further updates if needed.

We've now resolved the incident. Thanks for your patience.

Our team is continuing to work on this as a priority and we will update this page as soon as we have an update. We are implementing a fix and we are seeing functionality return to normal for some customers.

Thank you for your patience during this time.

Our team found some underlying issues and is affecting again a limited number of servers. Most services remain operational. Our team is actively applying additional fixes and closely monitoring the servers to restore full stability as quickly as possible.

We appreciate your patience and understanding.

Most affected systems have been restored. Our team is completing a small number of final fixes and continuing to monitor the servers to ensure full stability. We really appreciate your understanding.

The remaining affected servers have been successfully fixed. Our team is continuing to monitor the systems closely to ensure full resolution.

We appreciate your patience and understanding during this time.

We are actively monitoring our email services and are in the process of applying fixes to the remaining affected servers:

s3744.bom1.stableserver.net

s3473.usc1.stableserver.net

s1478.lon1.mysecurecloudhost.com

Our team will continue to monitor the situation closely until full stability is confirmed. Thank you for your patience and understanding.

Our infrastructure team have implemented a fix and we are seeing functionality of our email services return to normal. We understand how important emails are and appreciate your patience during this time.

We will continue to closely monitor the situation to ensure it is fully resolved.

We would like to thank our clients for their continued patience while our infrastructure team works to resolve the current the email and webmail issue. Our infrastructure team is making good progress, and functionality has already been restored for some customers. We are continuing to monitor the situation closely and will provide further updates as repairs progress across the coming hours.

Thank you for your understanding during this time.

We would like to thank our clients again for the patience that you have had while our infrastructure team have investigated the email issue. While we have seen functionality return for many customers, we are continuing to monitor the situation.

We will provide the next update to this page in 2 hours.

Our team is continuing to work on this as a priority and we will update this page as soon as we have an update. We have implemented a fix and we are seeing functionality return to normal for some customers.

Thank you for your patience during this time.

We are aware that some customers are experiencing issues when using their email services. The cause of the issue has been identified and our infrastructure team is actively working on a large-scale fix as a priority.

We understand how disruptive this can be and appreciate your patience while we work to restore full service. We will continue to update our clients via this page as soon as more information becomes available.