Service Update – October 18–19

We experienced an issue over the weekend of October 18–19 that impacted system performance and login access. The problem has been resolved, and all services are now operating normally. If you encountered delays or email delivery issues during this time, these should now be cleared. Thank you for your patience and understanding.

Important for Affected Customers

It is now understood that the issue persisted long enough for deferred journal items to be redirected to the Journal Non-Delivery Report (NDR) Mailbox. This has been confirmed by some customers and may affect all active tenants.

Recommended Steps:

Check your Exchange (on-prem) or Purview (O365) settings for the Journal NDR Mailbox.

If an NDR mailbox is configured:

Review its contents for NDR mails.

ArcTitan → Basic Config → Mail Collector to create a connection to that NDR mailbox.

This will download and delete those mails from the NDR mailbox and process them into ArcTitan as though they were correctly journaled.

If the NDR mailbox is empty, no further action is needed.

If the NDR mailbox contains mixed user mail and NDR data:

Create a rule to move NDR data to a sub-folder.

Configure the Collector to select only that sub-folder.

If no NDR mailbox exists:

Use the Mailbox Reader to collect mail for the affected dates (October 18–19) from all user mailboxes.

Best Outcome:

Recover missing journal data from the NDR mailbox wherever possible.