Incident Discovery Time: 10:25am on 09/23/2013
Time of Resolution: 10:00pm on 09/23/2013
Services Impacted: E-mail – BU Google Apps

Description of Impact

The delivery of some messages was delayed and attachments may have failed to download. The email delays affected less than 50% of Gmail users.

Incident Description and Resolution

The vendor has resolved the issue.

Additional Information

Update at 10:00pm from Google: The problem with Gmail should be resolved. We apologize for the inconvenience and thank you for your patience and continued support. Please rest assured that system reliability is a top priority at Google, and we are making continuous improvements to make our systems better. As of 1600 Pacific Time, Gmail message delivery and attachment download is functioning normally for all users. We apologize for the duration of today’s event; we’re aware that prompt email delivery is an important part of the Gmail experience, and today’s experience fell far short of our standards. We have analyzed the data on user impact and are providing a preliminary assessment of what occurred: Between 0554 and 1530 Pacific Time today, 29.1% of messages received by Gmail users were delayed. The average (median) delay was just 2.6 seconds, but some mail was more severely delayed. However, this issue did not affect users’ access to the Gmail page or other functionality.

If you continue to have issues, please contact the IT Help Center.

Previous Update

Incident Discovery Time: 10:25am on 09/23/2013

Services Impacted: E-mail – BU Google Apps

Description of Impact

The delivery of some messages is being delayed and attachments may fail to download. The email delays are affecting less than 50% of Gmail users.

Current Status

Update from Google at 7:00pm:

Gmail service has already been restored for some users, and we expect a resolution for all users in the near future. Please note this time frame is an estimate and may change.
Gmail message delivery delays and attachment download issues have been corrected for most affected users. A majority of the delivery backlog has also been cleared. We hope to clear the backlog completely in the very near future.

Next Update: upon incident status change or resolution

Previous Update

Incident Discovery Time: 10:25am on 09/23/2013

Services Impacted: E-mail – BU Google Apps

Description of Impact

The delivery of some messages is being delayed and attachments may fail to download. The email delays are affecting less than 50% of Gmail users.

Current Status

Update from Google at 4:00pm:

Gmail service has already been restored for some users, and we expect a resolution for all users within the next 3 hours. Please note this time frame is an estimate and may change.

Gmail message delivery delays and attachment download issues have been corrected for most affected users. We expect a small and declining number of messages to still be affected for the next 3 hours as the remaining delivery backlog is cleared. We are working on several options to accelerate the process and will provide more information when we have an updated time estimate.

Next Update: 07:30pm

Previous Update

Incident Discovery Time: 10:25am on 09/23/2013

Services Impacted: E-mail – BU Google Apps

Description of Impact

The delivery of some messages is being delayed and attachments may fail to download. The email delays are affecting less than 50% of Gmail users.

Current Status

Update from Google at 3:00pm: Gmail service has already been restored for some users, and we expect a resolution for all users within the next 1 hours. Please note this time frame is an estimate and may change.

Next Update: 05:08pm

Previous Update

Incident Discovery Time: 10:25am on 09/23/2013

Services Impacted: E-mail – BU Google Apps

Description of Impact

The delivery of some messages is being delayed and attachments may fail to download. The email delays are affecting less than 50% of Gmail users.

Current Status

Update from Google: Gmail service has already been restored for some users, and we expect a resolution for all users within the next 1 hours. Please note this time frame is an estimate and may change.

Next Update: 04:08pm

Previous Update

Incident Discovery Time: 10:25am on 09/23/2013

Services Impacted: E-mail – BU Google Apps

Description of Impact

The delivery of some messages is being delayed and attachments may fail to download. The email delays are affecting less than 50% of Gmail users.

Current Status

Google is working on the issue and is posting updates on their site: http://www.google.com/appsstatus#hl=en&v=issue&ts=1379995199000&sid=1&iid=043f082bc7cd18e15458318035d9bc7a

Additional Information

The initial impact was extremely low, but Google’s recent update indicates the issue is much larger than originally reported.

Next Update: 03:30pm