Apology for the Difficulties in Receiving Email with Our Mail Service (Update as of November 25, 2020)

November 25, 2020
Asahi Net, Inc.

Thank you for using Asahi Net.

Since July 13, 2020, some users are having difficulties receiving email with Asahi Net’s Mail Service. We apologize for the inconvenience caused by this event.

There is updated information regarding this event. Please refer to the following for details.

Updated Information
We have updated the information regarding this matter. Please refer to the notice below.
Apology for the Difficulties in Receiving Email with Our Mail Service (Update as of December 1, 2020)

1. Summary of the event

We are notified that since July 13, 2020, some users are experiencing intermittent difficulties receiving email with Asahi Net’s Mail Service.

Difficulties found by the customers

The following errors may occur when receiving Asahi Net Mail through your mailer, etc.

  • Takes time in receiving email and ends up in time-out.
  • Takes time in receiving email and ends up in error when trying to re-receive after username and password are asked.

2. Details of the event

Date

Date occurred: Since July 13, 2020 (intermittently)

Cause

We are currently investigating the cause.
At this point, we have confirmed that some of our incoming mail servers are in a high load state.
However, we have not yet identified why these servers go into this state.

Background

July 13, 2020

Network failure has occurred with Asahi Net’s equipment. With the disconnection of some communication lines, our services became temporarily unavailable. Difficulties in receiving email was one of the unavailable services.
This network failure was recovered on the same day, but since we found out that some users were continuing to have difficulties receiving email, we have started to investigate our equipment for incoming mail.

August 6, 2020

Identifying the equipment which may be causing the problem, we found out they are in a high load state. As a temporary treatment, we have migrated some of the data.
However, failure has occurred during this migration work, and some users experienced inability to receive their email.
From this date and up to October 2020, we have been working to resolve the problem of not being able to receive email and investigating our equipment which may be causing the problem.

October 7, 2020

We have identified that the problem was not caused by the equipment which we have been investigating.
We are further investigating our other equipment.

October 28, 2020

Through our continuous investigation, a network problem was suspected in our equipment. We switched networks but were unable to confirm the effect. With this result, we have started to prepare for expanding the incoming mail server.

November 16 to 19, 2020

Expansion of the incoming mail server was implemented but reverted to the previous state due to malfunction.

Under ordinary circumstances, we should be informing our customers in a timely manner after the occurrence of failure but were unable to do so because of the time required to confirm the results of investigation and effectiveness of our work.
We sincerely apologize for the delay in informing you regarding this background.

Planned support

We have been trying to solve this problem within the scope which does not impact your use of services, but there may be a period of time where you may not be able to receive email with our work hereafter. In such cases, we will notify you through the Maintenance Information page.
Please forgive the inconvenience and thank you for your understanding.

Workaround

Because we have not determined the cause, we are unable to inform you with an exact solution.
Difficulty in receiving email occurs when the message goes through the incoming mail servers in a high load state.
Though occurrence time and mail-receiving situation varies by user, if error occurs while using our Mail Service, please try again after a while (about 30 to 60 minutes).
We also have found that time between 0 a.m. to 6 a.m. is relatively easier, so please try around that time as well.

We will update this report as soon as we find any new information.
Once again, we deeply apologize for the inconvenience caused by this event.