Emails are accessible via desktop clients or mobile apps. The webmail snappy mail part has not yet been fixed. We expect to get it working by the end of this week.
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I have been lurking at this post since October the 8th (Lurking, becuase I couldnât register without access to my murena email account). Anyway, I wanted to share that I am also planning to support murena and /e/os moving forward despite the outage.
As annoying as it has been (and still is), I am hopeful and confident that the team has learned a valuable lesson with this issue and they will aim to improve their reliability moving forward.
Microsoft also had similar outages last week. These issues will always happen no matter how big a company is.
Microsoft outage hits US users
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Well, no you havenât. There were at least 10 posts by users who were asking about the fate of their mails. Among them paying users like me who needed this information because they recently started using the mail address for their business and there was no official statement about this.
And I have explained that this was not the first time for me that I lost data as a paying member and didnât get answers why.
But thanks for the clarification at least on one question from the founder himself: after 5 years as paying member I will cancel my subscription and my wifeâs (after 1 year in her case) - as soon as it is possible again.
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Whilst I appreciate you chiming in and explaining your update-behavior (which I honestly did not get until now) I think it would have helped a lot if you guys were answering questions (even with âWe donât know yetâ) in this thread, posting updates in your thread as a new comment (so I can get notified) and at least linking your thread on the error page. I donât think that is too much to ask, and it would really improve your communication - which I found lacking quite a bit until now.
Of course you are busy repairing things, but taking 20-30 minutes a day to answer a couple of questions would have probably held a couple of people on the project.
Its a shame that it happened and I can look past some of it. But communication really is key in this situation. Maybe my input can improve some things.
Good luck on the current and future fixing and I hope you donât take this as a personal attack but rather as constructive critisism.
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Hi @Manoj , I still cannot send Emails via desktop an mobile client , it says âRetries exceededâ. Imcoming mails are working. Is there sth I can try to config?
Update: Sending Emails now works for new mails. Only the mails sent at the beginning of the outage were stuck in the out-box, alerting âretries exceededâ. Copy n paste the contents to a new mail does it for me, now it seems all good concerning emails.
Good luck for bringing up the rest of the services and thank you for your efforts!
Is this item what causes my phone to report Soft errors, maximum retries reached in respect of my e.email account?
Pretty sure that is the case - my phone is doing the sameâŠ
However, my phone email client is now receiving the backed up messages - starting with the spam folder 
Update Oct 16th
- Mail service: email @murena.io/@e.email is now fully back for all members.
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Sorry but I am not spending my time looking at all the messages in this forum, instead we had to understand what were the affected services, what was the situation, start to define a recovery strategy, setting priorities etc. etc. And as soon as we had precise information to communicate, we did.
What you maybe need to know is that we have some engineers who have worked 70 hours a week, litteraly days and nights sometimes, and continue to so so, to find the best solutions to recover as soon as we could.
So I undestand your anger, again, but we absolutely do the best as we can in this horrible situation.
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I updated a FP3 to 2.4.1-t-20241008439851-official-FP3 last night.
These are tough times for Murena.
I can certainly understand the frustration from people who rely on the service for critical things. I mostly just use it to back up photos and contacts, so the outage is only a minor inconvenience for me.
I, of course, will be sticking with Murena, as I really appreciate what they have provided; a de-googled experience that is very approachable and functional.
On the communication front, for an average user, I found the communication to be adequate. However, I think I could honestly say, if I was using murena for my small business or similar, I would have probably been very unhappy with the communication. Murena might consider a dedicated support system for business users that could communicate with business users in cases like these. Just a thought.
I appreciate the effort to resolve this big problem as quickly as possible. It is unfortunate, but hoping Murena comes out stronger in the long run because of it.
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Just informing that soft error is now down to one instance not 4. Just updated e.OS to 2.4.1 this evening.
I donât expect you to read the forum during a crisis. However, you definitely should have someone who monitors it and who reports to you. Even (or especially) during a crisis communication is paramount otherwise you might end up with the problem fixed but not enough people who pay the bills and thus the overtime of the engieers would be for nothing. And again, no you have not provided answers to the desperate users who just wanted to know if they will have the Emails they need for their business (which they in turn need to pay the subscription). I have no doubt you could have answered this question along the way. Take the hint or leave it, good luck in any case.
Good luck to everyone working on this issue !
I still miss my contacts and data but itâs only personal stuff so I donât care.
I can understand those who have professional email or data unavailable though.
I hope everything is going back to normal soon and that Murena will be back stronger !
There were definitely mail lost for me but the bigger issue is that Iâm still not receiving mail now so there is still issues.
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We apologize for the outage over the last 10 days. While the services are being restored we have not been able to restore all that were impacted. Besides the forum the helpdesk has also been inundated with emails from concerned users.We are working on responding to all mails on the helpdesk as well.
We have been sharing updates based on when a test was successful, or when we were about to release any feature for users. As I understand some users are asking about âwe are workingâ messages as well to assure that progress is being made and we have not hit any bottleneck. We will take this as a learning for the future.
On the question of users planning to abandon using Murena services, we understand and respect your decision. From our side we will be using this incident as a learning experience though a painful one. Improvements have already been made in some areas for example the download speeds of the images has enhanced.
There are some errors still being reported by users, which are being reported to the teams and solutions being devised for them. For example, the soft error message coming up is with the infra team to resolve.Or individual email accounts still not working. You can DM me your email ID in case you are not receiving any emails and I can have the infra teams check the reason.
While we appreciate your positive and constructive feedback, we would request users to refrain from personal attacks. Use of abusive language in emails on the forum or helpdesk is not required to convey your point.
Again, we are thankful for the hundreds of emails of encouragement and advice we have received over the last couple of days. We continue to work on closing out the last issues pending.
The status of various services as of today is as under:
- Email sending and receive enabled for all users. Accessible using desktop clients like Thunderbird. Access through webmail is not possible for now. Team working on resolving web access
- Calendar and Contact: To be available for all users by 18 Oct
- App lounge :- Open Source download not working. At present, we do not have an ETA on restoration of service.
- Murena Cloud : Documents and image access we should have an ETA by end of this week.
We will update later during the day as more inputs come in.
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Update about Service Outage
Weâre happy to share that email services for all murena.io users are now back up and running! You can access your email through mobile and PC mail apps, with browser access coming soon. Weâll keep you updated as we make further progress.
Our team is still hard at work to restore other services like webmail, icontacts, calendar, tasks, notes, and file synchronization. For the latest updates, please check our community post.
Thank you for your patience and support!
DerniĂšres nouvelles sur lâinterruption de service murena.io
Nous sommes heureux de vous annoncer que les services de messagerie pour tous les utilisateurs de murena.io sont de nouveau opĂ©rationnels ! Vous pouvez accĂ©der Ă votre messagerie via les applications de messagerie mobile et PC, et bientĂŽt via browser. Nous vous tiendrons au courant de lâĂ©volution de la situation.
Notre Ă©quipe continue de travailler dur pour restaurer dâautres services comme le webmail, icontacts, le calendrier, les tĂąches, les notes et la synchronisation de fichiers. Pour obtenir les derniĂšres informations, veuillez consulter lâarticle de notre forum.
Merci pour votre patience et votre soutien !
Update zum Service-Ausfall
Wir freuen uns, mitteilen zu können, dass die E-Mail-Dienste fĂŒr alle murena.io-Nutzer nun wieder verfĂŒgbar sind! Sie können auf Ihre E-Mails ĂŒber mobile und PC-Mail-Apps zugreifen, der Browser-Zugang wird in KĂŒrze folgen. Wir werden Sie auf dem Laufenden halten, sobald wir weitere Fortschritte machen.
Unser Team arbeitet weiterhin hart daran, andere Dienste wie Webmail, icontacts, Kalender, Aufgaben, Notizen und Dateisynchronisation wiederherzustellen. Die neuesten Updates finden Sie in unserem Community-Post.
Vielen Dank fĂŒr Ihre Geduld und UnterstĂŒtzung!
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@Manoj Please donât forget to consider access to the passwords service on your cloud too. This is important for me, and certainly for many others. Two weeks without access is a long time. 
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Have passed on the concerns to the developers /team working on the outage resolution. Will update if I get a response.
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All my support to murena team ! Hard times will stop a day, I will be patient.
Have nice fixing sessions.
JĂ©rĂŽme
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