Advisory: Reflexion - Delayed delivery of outbound and inbound email

You do realize that saying the same thing over and over is not an "update," right?

At this point there are only two possibilities.  Either Sophos does not WANT to tell us what is going on, or Sophos does NOT KNOW what is going on.  Both are equally troubling.

Due to the lack of response and information from the Reflexion support team, I've spent my entire day updating our client DNS settings to bypass Reflexion. I hope that you can give us a real update soon as an entire business day of down email puts us in a very bad position with our clients. 

This is inexcusable. Outages are understandable. The response is not.

I have changed my domain MX records for now to get up and running. Will definitely be looking into alternatives starting tomorrow.

We had interesting call with Reflexion a few weeks ago and found out that the service is not being supported as well as it should to maintain reliability and up-time. If you haven't already you should contact your VAR or Sophos rep and request a 1-to-1 license exchange for Sophos Email Security, which integrates with Sophos Central. Email Security has many features that Reflexion doesn't have such as checking the links in messages before they're sent to you and putting tags on emails that come from outside the organization. There's a high level of customization as well.

Feel free to PM me if you need details on how we did out migration and integrated with our XG-series firewalls through Sophos Central.

Sophos Email Security link: https://www.sophos.com/en-us/products/sophos-email.aspx

At this point the amount of information shared is definitely not enough.

I need a timeframe for restoration of service.  I need to understand how this issue took down the entire reflexion network with all of their supposed redundancy's

I have clients threatening lawsuits and frankly don't need the aggravation not to mention calling in to the support number gets crickets

We definitely will be switching all of our clients to MIMECAST.  More reliable than Reflexion for sure.

We are noticing a 3 hour gap from about 10:30PST to 1:30PST in our inbound message log.  This isnt just emails not being delivered, this emails are straight up missing from the inbound logs entirely.  What happened to these emails?  Are they lost?  Also all of our Outbound messages are showing an error state saying ERROR: Message is not accepted by the Internet delivery queue.  Will these emails need to be resent by all of our users or will Reflexion process these once the delays have been resolved?

7/30/2019
6:15pm EDT - Reflexion is currently experiencing the following:

• We are currently 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 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.

https://community.sophos.com/kb/en-us/134470

We are seeing a significant amount of undeliverable messages coming back from mail servers attempting to send to reflexion. I am not at all confident that reflexion is even queuing anything at this point:

Error Type: SMTP
  Connection to recipients server failed.
  Error: Host name: 208.70.211.233, message: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respondTried 6 time(s)

SOPHOS - we need you to tell us more than refer to a vague status update. If email is being rejected or not accepted we need to know that so we can assess the impact and take action as needed.

We're working with our development team to provide an ETA. We will share this information ASAP.