Spam and Trash Retention Changes

On June 8th Rackspace Email will start making changes to the retention rules for the spam and trash folders. The maximum data retention limits of the spam and trash folders will change to 14 and 30 days respectively. This means that any mail data in these folders older than the retention limits will be removed and unrecoverable. Additionally since an unlimited number of messages can now be stored in either of the spam or trash folders, the option to “Delete After ‘x’ Total Email” will be removed.

Prior to June 8th, you should review your spam and trash folder cleanup settings. If they are higher than the new limits (spam: 14 days, trash: 30 days) then the mailbox owner will need to review the mail in those folders and move anything worth keeping into another folder. You can view the spam and trash limits for each mailbox by logging into https://admin.emailsrvr.com and navigating to mailboxes > manage > settings.

Please reach out to our support team if you have any questions about these changes.

Two-Factor Authentication Required For Email Control Panel Starting 03/31/20

2FAv2

Beginning March 31, 2020, our upstream email service provider Rackspace will require 2FA for access to all Email Admin panel accounts.

Two-factor authentication (2FA) provides an additional layer of identification verification when you log into a website.

After entering a valid username and password, 2FA will prompt for a one-time code for access. This one-time code is usually obtained via SMS (text message), however there are other applications that can generate one-time 2FA codes, and even devices including USB dongles.

If you do not want to use SMS, we recommend an app called Authy, which is a free authenticator that you can use from any device, including your desktop, laptop or mobile  phone. You can also use it across multiple devices for the same account.

Webmail Login Issues

Our email customers are currently experiencing latency or errors when attempting to access their webmail login. Rackspace, our email provider, is aware of this issue and is working to resolve it quickly. You can follow their progress on their status page.

As a workaround, you are able to access your Laughing Squid mailboxes via a desktop email client or on a mobile device. Email delivery is NOT impacted by this incident.

There are setup guides for all the major email programs and mobile devices available here: http://setup.emailsrvrhelp.com/ and here: https://help.emailsrvr.com

Here is the full text of the original Rackspace post:

02:45 PM EDT

As many of you have noticed, webmail users have experienced login failures yesterday and today. We apologize for the loss of webmail access and are sharing an update while we continue work to resolve the issue.

What is going on

The user identity system that controls all usernames and passwords consists of numerous subsystems. The subsystem that handles webmail logins is performing slowly. Once a user has successfully logged in, however, email performance is normal. There is no impact to incoming or outgoing email.

Users who access email via desktop or mobile device email clients are not affected by this issue. If you need help setting up a device, click here to get easy to use instructions: http://setup.emailsrvrhelp.com/

How we are responding

First, to control performance we are intentionally rate limiting logins to webmail, online docs, and cloud drive.

Second, we are adding login processing capacity to the system to address current performance issues. Due to the size and complexity of our systems, this work must be done carefully. Capacity improvements will begin this evening and will continue through the weekend.

While additional capacity will mitigate the current state, we are actively investigating the underlying cause of the issue.

What is next

We are closely monitoring system loads and will continue to do so. Because of the nature of this incident, we may have to initiate some amount of rate limiting for webmail logins on Monday, 27 August 2018, as we load increases throughout the work day.

Upon request, we will make available an Incident Report that details the root cause of the issue, as well as remediation steps taken and actions we will take to prevent this issue from reoccurring.

Conclusion

We deeply apologize for users experiencing trouble accessing webmail. We know that email is important to you and will continue to work diligently to resolve this issue.

We will post status updates as significant events occur.