Report to Sophos reporting to mailbox stopped working 2024-10-23

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Matt Bender — Thu, 07 Nov 2024 13:46:02 GMT

Just letting the community know that Tom and his team were able to successfully replay the lost submitted emails from the affected time period. Thanks Tom and Santosh!

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Tom Foucha — Wed, 06 Nov 2024 15:48:54 GMT

Matt we found a way to replay/recover those submissions. If you would like for us to replay them please send me an email authorizing it to tom.foucha@sophos.com

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Tom Foucha — Tue, 05 Nov 2024 14:09:09 GMT

Unfortunately, time spent determining where the issue exist will always be a bottleneck. As for Oct23 - Nov 4, I'll need to check and see if those are lost or can be replayed.

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Matt Bender — Tue, 05 Nov 2024 13:55:55 GMT

Newly submitted emails are now coming through again. Thank you from me and other clients affected for fixing this problem. I just wish there was less time spent at L1 trying to troubleshoot the problem on the clients end when the problem was on Sophos' end the whole time...

All of the emails submitted between Oct 23 - Nov 4 are probably lost?

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Tom Foucha — Tue, 05 Nov 2024 08:49:36 GMT

We deployed a fix and this issue should be resolved.

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Tom Foucha — Tue, 05 Nov 2024 08:49:02 GMT

We investigated the issue, located the problem and deployed a fix. Please let us know if the issue persists. My apologies and thank you for reporting this and getting our focus on it. Tom- VP Product Management

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

emmosophos — Tue, 05 Nov 2024 01:05:33 GMT

Hello Matt,

Thank you for the update, I have been looking at your case and saw that it was escalated to an L2, once, and if there is a known issue I will share the number here, so if others are affected and mention that number.

Regards,

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Tom Foucha — Tue, 05 Nov 2024 01:04:33 GMT

Matt, we are investigating and will be looking at it overnight with our team in India.

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Matt Bender — Tue, 05 Nov 2024 00:53:03 GMT

My support ticket has been escalated to L2 support now.

Another Sophos community member reached out with the exact same issue, so this doesn't appear to be isolated to a single customer.

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

Matt Bender — Thu, 31 Oct 2024 17:14:03 GMT

Hi Emmanuel, yes that is the correct support case.

If there is anything further you can do on it that would be great. I am waiting to hear back about connecting to review later today.

If support can resolve I will update here in case anyone else is having a similar problem.

RE: Report to Sophos reporting to mailbox stopped working 2024-10-23

emmosophos — Thu, 31 Oct 2024 16:36:07 GMT

Hello there,

Thank you for contacting the Sophos Community.

To confirm the case you opened for this is the one ending in 572?

Regards,