Due to the ongoing migration of our email servers on Cluster A, some email users may experience SSL connection errors when accessing our Hosted Email IMAP servers via email client. This interruption does not impact users accessing email via webmail.
Service impact
A small percentage of users who connect via their email client may experience security exception warnings. Users connecting on Cluster A with a non-standard hostname not protected by our white label process may encounter the notice on their device.
Email clients may display notifications regarding verification or certificates, which can happen on any client such as Thunderbird, Spark, Mail, or Outlook. Such messages may say, “Cannot verify server identity” or, “The server you are connected to is using a security certificate that cannot be verified”.
We’ve captured some example warnings from iOS and Outlook:
Impacted users who encounter a warning can decide to continue by performing one of the following:
- permit the exception when prompted
- update their connection settings to your custom secured address or
- connect to one of our default addresses for their remote email access
This error may also occur when users are running software that has not been updated, missing current valid root certificates. Links to the most recent versions from Apple and Android devices are available in the external resources section.
We recommend you review email client configuration/setup with your customers by ensuring they connect via secured address to help prevent this issue. Our addresses of mail.hostedemail.com or mail.emailhome.com will ensure customers avoid these exceptions. They may also use any address you’ve provided us for white labelling. We are taking steps to mitigate the effects and are notifying affected resellers directly as we identify affected users.
Migration timeline
This is our schedule for the third phase of Cluster A email migration.
Date |
Application/component |
Details |
Status |
Jan 12 - Mar 15 |
Finalize IMAP migration |
Accessibility to Webmail/IMAP/POP, minimal impact |
Delayed
|
Jan 12 - Jan 30 |
Finalize metadata migration |
User metadata, no impact expected |
Complete |
Jan 12 - Feb 15 |
Finalize data migration |
User mail-store data, no impact expected |
In progress |
Jan 12 - Mar 15 |
Finalize custom environment migrations |
Migrating to new load balancer, minimal impact |
Delayed: vendor issue |
Jan 12 - Feb 28 |
Managing new outbound relays |
Outbound email sending, minor deliverability issues as external vendors update their records |
In progress |
|
Feb 1 - Feb 28 |
Preparing for decommissioning |
Legacy hardware, no impact expected |
In progress |
External resources
- Available trusted root certificates for Apple operating systems
- DigiCert's official list of trust root certificates on Android
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