Apology for the Difficulties in Receiving Email with Our Mail Service (Update as of December 1, 2020)

December 1, 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.

This is a notice to inform our customers that the problem was resolved as follows.

Reference:
Notice on November 25, 2020
Apology for the Difficulties in Receiving Email with Our Mail Service (Update as of November 25, 2020)
Notice on October 27, 2020
Apology for the Difficulties in Receiving Email with Our Mail Service

1. Summary of the event

Since July 13, 2020 11:13 a.m., some users were experiencing intermittent difficulties receiving email with Asahi Net’s Mail Service.
This event was resolved on November 25, 2020 4:19 a.m.

Difficulties found by the customers

The following errors occurred when receiving Asahi Net Mail through mailer, etc.

  • Took time in receiving email and ended up in time-out.
  • Took time in receiving email and ended up in error when trying to re-receive after username and password were asked.

2. Details of the event

Date

Date/time occurred: July 13, 2020 11:13 a.m.
Date/time recovered: November 25, 2020 4:19 a.m.

Cause

As we investigated the problem, we have confirmed that some of our incoming mail servers were in a high load state derived from failure occurring in several incoming mail equipment.
This failure and the high load state of some incoming mail servers were resolved by suspending the incoming mail and rebooting all the related equipment.

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.

November 25, 2020

Through our continuous investigation, malfunction was suspected in several equipment for incoming mail. We suspended all incoming mail and performed reboot on the related equipment, confirming that the problem was resolved after this reboot.

December 1, 2020

Since November 25, 2020, we have not confirmed the reoccurrence of the problem, and therefore determined as recovery.

We apologize for requiring a long period of time until recovery and for the delay in communicating with our customers.

Measures to prevent reoccurrence

Based on this event, we will examine the enhancement of our monitoring system and the operating procedure, make efforts to prevent reoccurrence and promptly communicate with our customers at the time of an outage. We will also consider a full review of our mailing equipment.

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.