Mail server is down
Problem reported by Tom Ailor - 4/25/2020 at 11:53 AM
Not A Problem
Have been trying to get ahold of technical support... in our 10th year with SmarterTools / Smartmail and our business depends on ability to send and receive email.  Tried calling support and only option is to push 0 for operator... even the message doesn't identify company as being Smarter Tools or Smarter Mail.

Need help - can someone please call me at (804) 387-3002!!! Our email is mail.tendercareofva.com

19 Replies

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echoDreamz Replied
You are unlikely to get emergency support here. If you are the license holder, you may want to open an emergency ticket. https://www.smartertools.com/account#/support 

If you are just a user, you may want to reach out to your hosting provider for support.
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Tom Ailor Replied
@echodreamz thank you for your reply - seriously!

I guess I am just a user..... for the past 10 years.  Unsure about a hosting provider - thought that was actually SmarterMail...... originally got our website/email thru go daddy and my web guy, who setup our webpage a few years ago, got me onto SmarterMail.

Any advise on how to figure out who our *hosting provider* may be?

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echoDreamz Replied
Looks like https://www.newtekwebhosting.com/ though, I cannot get anything of theirs to load. So they must be having some issues. SmarterMail is just your mail server, SmarterTools the company who makes it, doesnt run your SmarterMail server, they just develop the software.
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John Marx Replied
I show Newtek is down as well through every search listing I can find. I am betting they are having connectivity issues. 

According to Google and their cached contact page the support number is below.

Toll-Free for U.S. & Canada:
1 (877) 323-HOST (4678)

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Tom Ailor Replied
Thank you both so much.... calling and on hold right now.  Makes sense - have had problems with Newtek before
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echoDreamz Replied
Many have Tom :)
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Jennifer Poltrock Replied
My email is still down. We have Newtek as well. No one answers the phone nor any messages I have sent. Is anyone else in the same boat?  Anyone have any idea what’s up?  I’m an attorney and really need access today. 
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Gabriele Maoret - SERSIS Replied
Jennifer, you have to call the guys who manage your mail server (the whole server thing, not only the software that run on it).

They definitely can help you, it's the same thing that we do with our customers. 

Did you go directly to Newtek when you purchased the mail service or do you have an IT consultant who manages everything?
In the second case you have to call this consultant, not Newtek.

Unfortunately, I believe that the problem is at the server level (as often happens in these cases) and that it does not concern SmarterMail at all.
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Tyri Schiek Replied
We are also in the same boat. We are with Newtek. We've not been able to reach them for 2 days.
Any ideas? I will say I spent quite a lot of time on hold (and my manager tried as well) and in the end we received a recording that said to leave a message. Still trying.
I really would appreciate hearing from anyone that gets through to Newtek. 

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Gabriele Maoret - SERSIS Replied
So it seems that it's Newtek that has an issue here. 

it's possible that they had a big problem of some kind and so at the moment they are unable to answer...

In this case, unfortunately, we can not do anything but wait to see what they do ...
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Alex Clarke Replied
If you have access to the DNS for your domain(s) and depending how long this issue is going to last (with the current host) I would advise setting up a new mail server (or using one of the many online hosts available).

At least you’ll be able to send/receive emails straight away. It may take some time to get any historical data from the current hosts, unless you have local copies. 
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Linda Pagillo Replied
Hey guys. It looks like https://www.newtekwebhosting.com may be up now. I visited there just now and was able to get to their website and click around.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
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John Marx Replied
The website came up for many yesterday afternoon. Email was still down. Being it was a weekend I am betting they weren't actively monitoring.
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Linda Pagillo Replied
That's so strange that they wouldn't be monitoring over a weekend. I remember when Newtek was CrystalTech many moons ago and they were really great in my personal experience. Hopefully their mail service is up today.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
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echoDreamz Replied
That is nuts... we have PRTG monitoring EVERYTHING. Services, servers, ports, voltages, temps, air temps, fan speeds, network, ... we know EVERYTHING about our systems and servers.
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John Marx Replied
Most have monitored networks. Maybe they had a complete server/network failure. I see no posts on it so they obviously don't have a zero transparency policy for their customers. Either way, hopefully they stay up for their customer's sake.
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echoDreamz Replied
Even if we had a complete network failure and all 3 of our routers failed or we had a full circuit drop and our backup circuits from Cogent did popup and we went dark... We still have Facebook, there is still Reddit and Twitter, there are ways to get a message out. That seems very shady and unprofessional for such a known provider to not say a word anywhere about an outage that lasted over 24 hours, I see some users on twitter saying it was nearly 2 full days.
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Matthew Titley Replied
Not to pile on criticism of the MSP in question but Newtek is a publicly traded NASDAQ company. It is really surprising to me that they could suffer two full days of downtime of email services. I've never heard of the company prior to seeing this thread here.
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Tyri Schiek Replied
Just an update from my earlier post. Our mail came up about 2am Monday morning. Still no communication from Newtek at all. Zero!

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