Advisory: Reflexion - Delayed delivery of outbound and inbound email

What is odd, some messages are coming through immediately.

I had alerts setup prior to this fiasco to send to my hotmail account.  I couldn't find any email alerts either in my inbox or junk mail yesterday late morning.  I don't think any were sent.

Hi Bruce:

In researching yesterday how to receive alerts for these types of outages so we can be ahead of the issue, I found https://sms.sophos.com/login .  It did send me an SMS alert about this issue shortly after I submitted my settings, though I haven't received any subsequent updates about the issue via SMS.

Bob H. 

I will say I've been receiving all hours support from my Sophos rep here in CA but he has no insight.  Hard to believe there is no management response as of almost noon Eastern.

@Sophos @Reflexion

We have all been asking for answers and with each vague status update our requests are being evaded. This is very POOR business practices and unacceptable.

What was the cause of this outage?

What are the steps needed in order to recover from the outage?

Exactly which steps have been completed, in progress, and not yet started on?

Explain exactly where mail is being queued and why it's taking so long for the backlog to get to us.

Please explain why there have been bounce backs and do you have a log of these so that action can be taken on each item?

HOW is this going to be prevented in the future? Something must change and we are due insight to this.

These are NOT question, they are NOT requests, they are in fact DEMANDS and we all expect answers IMMEDIATELY!

Best,

Probable former MSP customer along with all of our clients (that we still have after this fiasco)

SophosSupport your system is NOT healthy like you claim in system status. NOT HEALTHY.

Backlogged messages from yesterday are slowly catching up, but there are still major delays with inbound and outbound messages. Please fix this ASAP.

This matches what we're seeing too.  Messages that happen to reach Reflexion are being delivered and outbound seems to be working.  But Reflexion isn't accepting most of the incoming mail that's queued up for it.  Trying to find a common denominator.

For anyone looking for actionable information.  I sent test emails from O365 (with Reflexion filtering turned OFF in both directions) to Reflexion customers at 5:18a.  They are not even showing up in the queues as of 7a Pacific.  That's 1.75 hour delay at a minimum.  I'm in process of updating MX records to skip Reflexion as this is not an acceptable delay.  I've left the outbound connector alone for now as they appear to be timely.

I've been trying to get ahold of support at Reflexion all morning... No one or 1 person in queue, then it just dies and says we are unavailable. What are you doing if you are not available to help the clients who suffered at your hands yesterday? Today is not the day to let people sleep in, you still have work to do. 

Now 6:10a PST and multiple test emails to customers not delivered and not showing in queues.  Approaching one hour.  They are receiving some emails albeit one here and there and who knows when those were actually sent to them.

Engineering is sending more generic updates this morning.  Where is management with any communication?  What was the reason for Sophos purchasing Reflexion only to abandon it?  I was a huge fan of Sophos and Reflexion but now it looks like Reflexion has major infra issues and Sophos has shown that during a crisis they have no clue how to communicate.