It appears our delivery issues to GoDaddy-hosted email servers has appeared again. We were confident it was fixed previously, but we’re being impacted by the issue again and unfortunately the issue rests in the hands of GoDaddy to resolve. We’re working with GoDaddy’s staff to investigate and resolve this, but it appears this issue is not easily diagnosed or resolved due to the complexity of email spam filters.
Here’s what we know:
- Users who send mail to any GoDaddy-hosted email servers may not be received.
- We’ve seen this universally across transactional, single opt-in and double-opt in.
- Not all email messages are impacted, but many are.
Here’s what is happening:
- Infusionsoft, like all email providers transmits messages to recipient ISPs.
- During transmission, most receiving email servers tell our servers “It’s cool,” “Come back later,” or “No way.”
- Our servers log all transactions for technical assurance, security and provide monitoring data for our Systems team to manage.
- We are transmitting the messages to GoDaddy, their servers tell our servers “It’s cool” and that’s it.
- Our servers can only conclude it was successfully received and the connection terminates.
- (At this point the message leaves our possession and we can’t control what happens to it.)
- UNCONFIRMED: It appears what happens next is GoDaddy is using additional filtering technologies that reject our messages and not giving an error code.
- UNCONFIRMED: Whatever the issue is, the servers are not communicating with each other advising of what the issue is.
- UNCONFIRMED: Some messages may be delivered to the Inbox, some to the “Junk” and many not at all. (!!)
Here’s what we’re doing about it:
- For the past few weeks, we’ve been in contact with GoDaddy and our Systems’ team is monitoring and researching the issue.
- We’ve narrowed the issue to ONLY impact GoDaddy-hosted email servers.
- We’ve escalated this matter to a few different staff members at GoDaddy.
- We’re telling our users about it; assuring them they do not need to call Support. We’re aware and working to resolve this as soon as possible.
What we expect:
- It’s clear this issue will remain unresolved for quite a while until we can confirm it’s resolved.
- Once our issue is properly investigated, we will determine if we need to make any changes. (Unknown ETA)
- We will test those changes before deploying them. (3 Days ETA)
- We will deploy the necessary changes, if applicable. (1 Day ETA)
- We will rejoice!
We apologize we don’t have any better news about the situation, but we want to inform you that we’re working to get this resolved as quickly as possible. Thanks for your patience and understanding. Further updates on this will be posted below.
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UPDATE 3/25/2010: We had successful contact with the escalation team at GoDaddy and they have helped us narrow down the cause. We’re still investigating and working with SenderBase to resolve — we’ve made substantial progress to get this resolved. Thank you for your patience and sorry for any inconvenience.
UPDATE 5/14/2010: We have resolved this issue since the end of March. We have confirmed all messages are being properly handled by GoDaddy-hosted domains. We appreciate the help we received from their escalation team to resolve this issue. Thanks for your patience.
{ 1 comment… read it below or add one }
Please keep pushing on this! It's really, really rough on my business.