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Marissa Mayer apologizes for mail problems

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Staff writer ▼ | December 14, 2013
Yahoo! chief executive officer Marissa Mayer issued an apology to Yahoo Mail users for the email service's multiday outage.
Marissa Mayer
Marissa MayerYahoo! chief executive officer Marissa Mayer issued an apology to Yahoo Mail users for the email service's multiday outage.


"This week, we experienced a major outage that not only interrupted that connection, but caused many of you a massive inconvenience — that’s unacceptable and it’s something we’re taking very seriously. Unfortunately, the outage was much more complex than it seemed at first, which is why it's taking us several days to resolve the compounding issues.

"On Monday, December 9th at 10:27 p.m. PT, our network operating center alerted the Mail engineering team to a specific hardware outage in one of our storage systems serving 1% of our users. The Mail team immediately started working with the storage engineers to restore access and move to our back-up systems, estimating that full recovery would be complete by 1:30 p.m. PT on Tuesday", wrote Ms. Mayer on the company's blog.

"However, the problem was a particularly rare one, and the resolution for the affected accounts was nuanced since different users were impacted in different ways. Some of the affected users were unable to access their accounts, instead seeing an outdated '“scheduled maintenance' page which was a confusing and incorrect message (this has since been corrected and updated). Further, messages sent to those accounts during this time were not delivered, but held in a queue."

The outage began on Monday night around 10:30 p.m. PT, and email sent to the affected accounts were not delivered. The company also said on its blog that messages delivered between November 25 and December 9 may not have shown up in inboxes either, though it was not clear if the reason was due to the recent outage.

Ms. Mayer said it was a "frustrating week" for Mail users. Yahoo!'s another service, Flickr, also experienced an outage on Thursday.


 

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