Monitoring - Monitoring - We have identified and have corrected an issue causing ingestion delays for all IM content. We are now monitoring the backlog as we move to expected ingestion times. Please note that some users may see a delay in IM Search & Policy scanning until we catch up on the backlog. There is no data loss.
Apr 17, 10:37 PDT
Monitoring - Optimizations for search and queue queries were deployed as scheduled in the R7 release on 4/11.  These optimizations have yielded a significant decrease in the number of timeouts within the Professional Cloud platform since the release.  We will continue to monitor over the next two weeks to confirm resolution of this issue.

We appreciate our users' continued reporting of timeouts or slowness via Smarsh Central or by contacting Smarsh Support at 1-866-SMARSH-1.
Apr 16, 11:02 PDT
Update - Based on our remediation efforts, we have seen a large decrease in the number of timeouts within the Professional Cloud platform. We are still tracking some timeouts with searches and queues. Engineering is currently working on optimizing the queries for these workflows and we are targeting R7 (4/11) for release.

We appreciate our users' continued reporting of timeouts and slowness via Smarsh Central or by contacting Smarsh Support at 1-866-SMARSH-1.
Mar 25, 10:10 PDT
Update - Infrastructure improvements continue to yield a decrease in the number and frequency of timeouts in the Professional Cloud. 

We appreciate our users' continued reporting of timeouts and slowness via Smarsh Central or by contacting Smarsh Support at 1-866-SMARSH-1.
Mar 12, 10:27 PDT
Update - Infrastructure and monitoring improvements were deployed this week, yielding a decrease in the number and span of previously identified timeout activities. A new anomaly in the 10 am PST timeframe has been identified and is actively being investigated.

We appreciate our users continued reporting of timeouts and slowness via Smarsh Central or by contacting Smarsh Support at 1-866-SMARSH-1.
Mar 1, 09:37 PST
Identified - We continue to execute hardware and software optimizations to alleviate timeout / slowness conditions, enhancing the performance and responsiveness of the platform. Actions taken last week have yielded a marked decrease in timeouts this week. Some ProCloud users continue to experience intermittent timeouts or slowness when attempting to login, run searches, or load message results and pages. We appreciate our users continued reporting of such experiences
Feb 22, 08:48 PST
Investigating - Some ProCloud users may experience intermittent timeouts or slowness when attempting to login, run searches, or load message results and pages. Smarsh is actively remediating this through a series of hardware and software optimizations, alleviating these conditions and enhancing the performance and responsiveness of the platform. Users should expect to see continuous improvements as we execute our ongoing plan to reduce and ultimately eliminate these intermittent issues.

Please note that all data is being processed (ingested, indexed, scanned, and archived) during this time. Additional updates will be provided here as new information and improvements are made.
Feb 14, 10:40 PST
Update - Instant Bloomberg Policy Scanning remains higher than expected for many clients. We continue to work toward increasing the burn down rate.
Mar 15, 10:37 PDT
Identified - Update: Instant Bloomberg Policy Scanning continues to be significantly delayed for many clients. Additional resources are being deployed this week to enhance performance. The results will be known early next week.

Please note this incident is a continuation of the Bloomberg Delays incident, which was inadvertently updated as resolved when the Bloomberg processing portion of that incident was indeed concluded.

We appreciate your continued patience as we address these delays. For more information specific to your account, please contact Smarsh Support via Smarsh Central or 1-866-SMARSH-1.
Mar 6, 11:12 PST

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Archiving Services Degraded Performance
Archiving Platform Operational
Email Archiving Operational
Bloomberg Archiving Degraded Performance
Social Media Archiving Operational
Mobile Archiving Operational
Web Archiving Operational
Instant Message Archiving Degraded Performance
Hosting Services Operational
Exchange Hosting (SmarshMail) Operational
Exchange Hosting (SmarshConnect) Operational
POP / IMAP Hosting Operational
DLP Operational
Spam Filters Operational
Presensoft Operational
Smarsh Central Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Apr 22, 2019

No incidents reported today.

Apr 21, 2019

No incidents reported.

Apr 20, 2019

No incidents reported.

Apr 19, 2019

No incidents reported.

Apr 18, 2019

No incidents reported.

Apr 15, 2019
Resolved - Resolved - Smarsh developed a fix and deployed it on 04/08/2019 at 2:30PM PST. At this time channel messages started being captured from the date of when archiving stopped on 04/02/2019. No data loss occurred from this incident.
Apr 15, 08:55 PDT
Monitoring - We have deployed a hot fix and are currently monitoring the situation. Channel data is now being captured successfully.
Apr 8, 17:05 PDT
Update - We are continuing to test the hotfix for the MS Teams issue, in order to accommodate this, the deployment is now slated for Monday (4/8/2019) release.
Apr 5, 14:09 PDT
Update - *Update* Microsoft has provided a solution to the issue. We are currently testing the fix prior to deployment. A hotfix is tentatively planned for later today, pending testing results.
Apr 5, 09:57 PDT
Identified - MS Teams channel messages are not being archived, beginning with 4/2 content.  The cause of this issue is a change in the way Teams data is made available from Microsoft. Archiving of MS Teams direct messages is not impacted.

We have escalated this issue with Microsoft and they are are actively working to identify a solution for this issue.
Apr 4, 09:02 PDT
Apr 14, 2019
Resolved - We have implemented a fix and are now within the expected service level for email policy scanning.
Apr 14, 10:11 PDT
Identified - We have identified an issue that is contributing to the delay of email policy scanning. We are working on implementing a fix.
Apr 11, 16:56 PDT
Investigating - Email policy scanning is delayed with some clients experiencing delays up to two days. Investigation of the cause is in progress.
Apr 11, 10:42 PDT
Apr 13, 2019
Completed - The scheduled maintenance has been completed.
Apr 13, 00:01 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 12, 21:00 PDT
Scheduled - From Intermedia - "In order to guarantee the stability of provided services, we will be performing network maintenance in our Colorado Data Center to upgrade the infrastructure. Maintenance will impact Exchange services, Cloud Servers and Control Panels. Customers may experience intermittent connectivity issues while using individual services for up to 20 minutes during the maintenance window. Users may need to re-login to their mailboxes and re-connect to the services after maintenance is completed. Please plan accordingly."
Apr 10, 11:28 PDT
Apr 12, 2019
Completed - The scheduled maintenance has been completed.
Apr 12, 01:00 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 11, 21:01 PDT
Scheduled - Our hosted Connected Capture Mobile system will undergo maintenance for the release of the new version of CCM. During this time users will not be able to log as it will not be available. Ingestion will continue and there will be no data loss.
Apr 10, 13:39 PDT
Apr 11, 2019
Resolved - This issue has been resolved.
Apr 11, 11:56 PDT
Investigating - We are currently investigating an issue that is preventing users from logging into the Professional Cloud Platform.
Apr 11, 11:05 PDT
Apr 10, 2019

No incidents reported.

Apr 9, 2019

No incidents reported.