Overview

Sophos Reflexion Engineering continues to work on resolving the issue that is causing delay in delivery of inbound email.

Applies to the following Sophos product(s) and version(s)
Reflexion

Current status

8/1/19- 12:00pm EDT

• All Reflexion services continue to process email with no delivery queue delays. This has been the case since services had been fully restored approximately 14 hours ago. The infrastructure and engineering teams continue to monitor the service 24x7 to ensure this remains the case.
• We have identified the source of the incident which caused the excessive IO that led to this issue and we are in the process of drafting a thorough root cause analysis (RCA) that will include the details of what happened, how it happened, and steps we are taking (and have already taken) to ensure that this type of incident does not occur in the future. We will make the RCA available once it is completed.
• To reiterate, all Reflexion services are fully operational and delivering mail in real-time. The Reflexion system did not lose any email during this incident and eventually processed and delivered all inbound and outbound messages received by the service. Also, at no time did this incident affect Sophos Central or related services as the Reflexion system is completely independent of Sophos Central-managed products and services.
• We will provide an update when there is something additional to inform on.
  

8/1/19 - 9:00 am EDT - Update:

• All Reflexion services have been completely restored, and all queued emails have been delivered. The infrastructure and engineering teams continue to diligently monitor the service.
• While we are still finalizing the root cause of the problem, we have determined that during the initial incident the IO limits of our storage infrastructure were exceeded. 
• We sincerely apologize for the inconvenience this has caused and we will provide a thorough root cause analysis (RCA) once it’s completed. 
• We will continue to provide updates as there is additional information around this incident to report.

7/31/19 - 9:00 pm EDT - Update:

• All Reflexion services have been completely restored, and all queued emails have been delivered. The infrastructure and engineering teams continue to diligently monitor the service. 
• While we are still finalizing the root cause of the problem, we have determined that during the initial incident the IO limits of our storage infrastructure were exceeded. 
• We sincerely apologize for the inconvenience this has caused and are continuing the investigation. We will provide a thorough root cause analysis (RCA) once it’s complete. 

7/31/19 - 8:15pm EDT  - Update: 

•  The Reflexion infrastructure and Engineering teams continue to monitor the delay in email processing and working to ensure mail flow returns to normal as quickly as possible. 

7/31/19 - 2:30PM EDT - Update on Issues with Reflexion Email Security Service:

• As of 2:30 pm EDT, all inbound and outbound mail delivery through Reflexion is returning to normal, although some end users may periodically notice delays due to the high volume of emails we are currently processing. We expect that any delays will continue to improve as the queues are processed. We will continue to provide updates as the operation progresses back to a fully healthy state with no delays.
• Please know that all email that was queued in the last 24 hours has been safely processed and will be sent and received as the flow resumes - no emails were lost by the Reflexion operation as a result of this issue.
• We expect improvements throughout the day. The operations and development teams are diligently monitoring the service to ensure all Reflexion customer email is fully resumed. Note: This issue affected customers of the Reflexion service and did not impact any of our services in Sophos Central.
• While we are still finalizing the root cause of the problem, we have determined that during the initial incident the IO limits of our storage infrastructure was exceeded, due to a routine maintenance process that was executed incorrectly. We are continuing the investigation and will provide a thorough root cause analysis (RCA) once complete.
• We sincerely apologize for the inconvenience this has caused and will continue to provide updates during the day. Please continue to watch this KBA page.

7/31/19 - 7:15AM EDT- Reflexion is currently experiencing the following:

• As of 6:30 AM EDT, Reflexion services continue to process the backlog of email that was delayed as a result the outage yesterday.
• No email was lost, and we expect all queued email to be delivered over the next few hours.
• Our infrastructure engineering teams continue to monitor and are actively working to resolve the issue and restore regular mail flow as quickly as possible.
• Reflexion Outbound mail is delivering without issue.
• Again, we sincerely apologize for the inconvenience this has caused and will provide an update once the queues return to normal or there is additional information to share.

7/31/19 - 1:00AM to 5:30AM EDT- Reflexion is currently experiencing the following:

• We are still experiencing a delay in delivery of inbound email.
• The inbound emails will be queued and processed, and delivered as quickly as possible taking into account the delay.
• No email has been lost, and all queued email should be delivered over the next few hours.
• We sincerely apologize for any inconvenience this has caused and will provide a update once the queues return to normal.

7/30/19 - 11:00PM EDT - All Reflexion services have been restored and all messages queued in Reflexion have been processed.

• The inbound and outbound emails that have been queued are now being received, processed, and delivered as quickly as possible.
• No email was lost, and all queued email should be delivered over the next few hours.
• Again, we sincerely apologize for the inconvenience this has caused and will provide a final update once the queues return to normal.
  

7/30/19 - 9:00PM EDT - Reflexion is still experiencing a delay in the processing of inbound and outbound email.

• Delivery of outbound email flow is processing but at a slower rate as the delivery queues are catching up and working to return to normal levels.
• We are still experiencing a delay in delivery of inbound email, and our infrastructure engineering team is actively working to resolve the issue and restore mail flow as quickly as possible.
• We are working as fast as possible to resolve the issue. We sincerely apologize for the inconvenience this has caused and will provide an update as soon as we have additional information.

7/30/19 - 6:15pm EDT - Reflexion is currently experiencing the following:

• We are still experiencing a delay in delivery of inbound email and outbound email.
• Engineering is actively working to resolve mail flow service as quickly as possible. We will provide an update as soon as we have additional information.

7/30/19 - 4:15 pm EDT - Reflexion is currently experiencing the following:

• We are seeing an increase in the delivery of outbound email flow as the delivery queues catch up. Engineering is continuing to work on inbound delivery queue service (which are still disabled at the moment)
  

7/30/19 - 2:30pm EDT - Reflexion is currently experiencing the following:

• We are currently experiencing a delay in the processing of inbound and outbound email.
• Engineering is actively working to resolve mail flow service as quickly as possible.  We will provide an update as soon as we have additional information or at 4:00 pm EDT.

7/30/19 - 10:00AM EDT - Delivery of outbound and inbound email is currently delayed and being queued for future delivery.

• Sophos is actively investigating to resolve this issue.

Next update

This article will be updated when information becomes available.

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