Our support portal provider will be performing maintenance on their infrastructure from 6:00pm to 8:00pm Central Time tomorrow, 01/21/2012. During this time, emails sent to support@purity.net will be queued until the maintenance is complete. The support portal web site will be unavailable during this maintenance window.

For urgent support issues, please contact us via telephone at +1 815 261-4600. Non-urgent support issues can still be sent to support@purity.net but will be processed after the maintenance is complete.

Over the last 10 minutes we have been experiencing issues with the MF2 gateway leading to periodic connectivity issues. We are performing a database maintenance on the gateway in an attempt to clear up the instability. During this maintenance window MF2 will not accept mail. All mail sent to users on MF2 will queue at the sending server and will be delivered once the maintenance has completed and the sending server re-attempts to send the message.

Unfortunately there is no way to predict an ETA on database maintenance as we don’t know how long it will take to clean any problems it might find. We will update this blog post when MF2 service has been restored.

Our apologies for the inconvenience!

Update: At 10:17am central US time service for MF2 was restored. Mail queued at the sending server will be retried according to that sender’s retry delivery settings.

We’re currently investigating an issue on the G1 gateway that is causing mail to not be delivered properly. It appears at this time that mail is queuing on the gateway and not being delivered to destination servers. We will be performing a database maintenance on the gateway to attempt to alleviate this issue.

We will update this post as soon as we have additional information.

Update: Database maintenance has completed and mail is flowing smoothly again. Please contact support@purity.net if you have any additional issues.

We’ve received reports from several customers that they’re having issues receiving email through the G1 gateway. Our initial investigation shows that G1 has been accepting mail but is possibly queuing mail before delivering to customer’s servers.

We’re doing further investigation at this time to determine a resolution to this issue and will update this post as we have more information. During our investigation there may be brief periods where G1 is unavailable due to reboots or other maintenance steps.  During any unavailability mail will queue at the sender’s server.

We apologize for any inconvenience this has caused.

Update at 7:38AM Central: We are running a database maintenance on G1 at this time to resolve issues with the internal databases. During this time G1 will not be available to receive mail. Mail will queue on the sender’s servers and be delivered after the maintenance has been completed. Unfortunately it is not possible to determine an ETA because database maintenance has a variable length. It is currently 25% complete. We will update this post when the status changes.

Update at 8:34AM Central: Database maintenance completed approximately 45 minutes ago and mail should be flowing normally at this time.  Any messages that were backlogged either have been delivered or will be delivered shortly. There is a large backup of quarantined mail waiting to be delivered to the Live Quarantine system which will take time to catch up.  Please contact support@purity.net if you are still seeing issues, but at this time mail appears to be flowing smoothly.  We will continue to monitor the situation.

We are currently performing emergency database maintenance on the MF1 gateway to address an issue that was causing errors in mail delivery.

ETA: Unknown – database maintenance times can vary, though it should be complete within the next couple of hours

Mail Delivery Status: Mail will be queued on the sender’s server and will be delivered once mail services restart after the database maintenance

We will update this post as soon as the issue has been corrected.

Update 9:22PM Central: After further investigation it was determined that mail services on all three of our gateways was impacted for approximately 1 hour and 20 minutes this evening due to issues with the DNS servers that our gateways use to resolve IPs.  This issue caused our gateways to be unable to resolve IP addresses properly causing mail to not be able to be delivered properly.

We have since changed to different DNS servers for resolution, resolving the issue.  MF1 continues to work on its database maintenance but mail is being delivered as it works.  Customers on MF1 may notice a slight delay in delivery times as the database maintenance completes.

During the outage emails destined for customer servers will have queued on the sending servers and should be delivered as those servers retry at a later time.

Our apologies for this situation! Due to the length of the outage we will be crediting all customers 5% of their monthly service charges which will be applied against your next bill. Please contact us if you have any questions.

Purity Networks is currently experiencing phone system issues which may make it difficult or impossible to reach us via telephone. We recommend that if you need to reach us for support you should send it via email to support@purity.net rather than via telephone. We’ll update here when this issue has been resolved. There is currently no ETA.

Update: Our old phone system suffered a complete failure. We now have a new phone system in place. It is a little rough around the edges in terms of the voice recordings, but we will adjust that over time. Thank you for your patience!