News and Announcements

18th April 2017
Apology for our email service outage resulting in the loss of some email (2nd report)


Dear Asahi Net member,
Thank you very much for using Asahi Net.

We sincerely apologize for our email service outage of 13th April 2017 and the considerable inconvenience it caused.

Please find below details of the email outage, the cause and the steps we will take to prevent a reoccurrence of the outage.

Asahi Net

1. Summary of the outage

On 13th April 2017, Asahi Net's email service failed to receive emails. This outage was resolved at 22:25 on April 13th.

We were able to confirm that, as a result of the outage, some of the email sent to our customers was lost. We attempted to retrieve the lost email but regret that we were unable to restore it.

Click here for the 1st report (14th April)

2. Details of the outage

Time

Time occurred: 20:06 on Thursday, 13th April 2017
Time resolved: 22:25 on Thursday, 13th April 2017

Email sent to customer's Asahi Net email addresses at this time was affected by the outage.

Affected email

Number of email addresses: 88,798

Domains:
・ asahinet.jp
・ asahi-net.or.jp
・ email.ne.jp

* Virtual domain email addresses were not affected.

Checking if your email was affected

Those customers affected by the outage were contacted individually by Asahi Net by email before 22:00 on 17th April 2017.

It is also possible for our customers to log into Asahi Net's MyPage (My Account) to access details of this outage.

Login page for Individual members
* Please enter your Asahi Net ID and password.

Login page for Business members
* Please enter your Asahi Net Administration ID (starts with an "A") and password.

Cause

After detailed investigation, the cause of the outage was determined to be an error when making a setting change to an email server. This change was carried out to cope with delays in the delivery of email.

The time taken to report the outage

Because of inadequacies in verifying the setting change and in our monitoring system, there was a delay in discovering the incident and it therefore took time to fully respond to the incident.

As for reporting the outage to our customers, it took time to test the restoration of lost email and prepare to report the incident accurately (rechecking the scope of the initial report, creating a place for customers to confirm themselves the email that had been lost).

Measures to prevent a reoccurrence

We will examine the enhancement of our monitoring system and our operating procedure for making changes to server settings, and work towards preventing a reoccurrence and promptly communicating with our customers at the time of an outage.

We take this outage very seriously and will strive to operate a stable service so that such an outage does not happen again.

We sincerely apologize for the inconvenience experienced by our customers as a result of this outage.

Asahi Net