What was the issue?

Customers who use an email account managed within their cPanel were unable to email any @magicwebdesigns.co.uk or @magicinternetgroup.com email. This meant that customers who had received an email from us, for example a reply to a ticket they created, they were unable to reply to it. Customers would get an error saying “No such user”.

What caused this issue?

We manage our DNS via our provider, Cloudflare and we use Google (G Suite) for our emails. Whilst we had our emails configured correctly, there was two DNS records which meant users on the same server as our domain would be ‘linked together’ and would bypass our external email system (G Suite). This therefore meant that because the email accounts did not exist in our server users were getting an error.

How we fixed it

As a permanent fix, we changed the DNS records immediately, but for some people this won't take effect for up to 48 hours, so we also created the mailboxes affected on our server and set up a forwarding rule to forward it onto the correct email address to ensure it is processed via our ticketing system.

Has it been fully resolved?

Yep! As soon as we created that email box things started to work again. And with the DNS being updated, this won't happen again.

What percentage of users were affected?

Records show that 15% of tickets created in the last 30 days were created by an email managed by us.