2.17.10 E-mail latency
Wednesday February 17, 2010 Maricopa, AZ:
Last Thursday, 11 February, users of orbitelcom.com e-mail began to experience extremely slow response times and latency on receipt and delivery of email messages. This issue was affecting customers across the United States, not just Orbitel customers, and was determined to be a result of a large number of email addresses being compromised and sending out unsolicited email. The compromised email addresses were generating a significant amount of email, which affected e-mail server performance overall. While the issue has not been resolved, teams continue to work toward a permanent resolution.
During the process of clearing out the compromised email accounts, some users may have received more than one copy of valid email.
If you are one of the few experiencing duplicate emails, please read the update provided below for root cause and a solution. Our technical support staff is prepared to assist you with this or any other internet issues you may have. Local Office 520-568-8890, 24/7 technical support 877-235-3859.
Duplicate Email Issue:
This is likely a result of selecting the option “keep messages on server”. The duplication occurs after email is downloaded because the computer/server still has to complete the transaction (marking email as downloaded). When a user tries to check the email, interrupting this process, the counters (which mark the email as downloaded) are not set properly. Therefore, the next time the email client tries to download email, it will receive all email again because it is not marked as downloaded. This is how POP works.
Unfortunately, there is no workaround for the POP protocol. In order to rectify this issue, the user should re-download all email, 1 email client (Outlook, Entourage, Outlook Express, email on your mobile device) at a time. The user should update the email client’s settings to ensure that the “automatic checking of email length” is at least 15 minutes to allow the server/client side processing to complete. The user will have to manually delete duplicate email, until the above steps are taken.
Orbitel apologizes for any inconvenience associated with this issue. Orbitel remains committed to providing the highest quality service to its customers. We thank our customers for making us aware of the problems and we are working to resolve them as soon as possible.
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