RESOLVED – RSGB email system issue

UPDATE – 19/12/2022 09:40

The majority of RSGB email accounts affected by last week’s mail routing issue should now be working as expected.

To mitigate the issue, all accounts confirmed as active have now been migrated to Office 365.

Please read the advice below before you access your email again –

• If you already use Outlook on your computer, you will only need your username (email address) and usual password to add back your email account. If you don’t have your password to hand, please contact the IT Helpdesk at rsgb.org/helpdesk and we will reset your password for you.
• If you use another email client application, please contact the IT Helpdesk at rsgb.org/helpdesk for assistance if adding the account doesn’t work.
• If you are installing your email account on a mobile device like a phone or tablet, we strongly recommend you use the free Outlook app that is available for iOS and Android. You will only need the credentials above to add this account to the app.

If you are still unable to access email, it’s probably because we’ve been unable to verify you as an active user.

In this case, please contact the IT Helpdesk at rsgb.org/helpdesk.

Also go to rsgb.org/helpdesk if you need any help using Office 365 applications, or if there’s anything else we can help you with.

UPDATE – 16/12/2022 17:15

We are pleased to report the third and final batch of formerly Exchange-hosted accounts have now migrated to Office 365.

All confirmed active accounts are now migrated and fully usable—if you are still unable to access email we’ve most probably been unable to verify you as an active user.

In this case, please contact the IT Helpdesk at rsgb.org/helpdesk.

Please read the advice below before you access your email again –

• If you already use Outlook on your computer, you will only need your username (email address) and usual password to add your email account. If you don’t have your password to hand, please contact the IT Helpdesk at rsgb.org/helpdesk and we will reset your password for you.
• If you use another email client application, please contact the IT Helpdesk at rsgb.org/helpdesk for assistance if adding the account doesn’t work.
• If you are installing your email account on a mobile device like a phone or tablet, we strongly recommend you use the free Outlook app that is available for iOS and Android. You will only need the credentials above to add this account to the app.

Go to rsgb.org/helpdesk if you need any help using Office 365 applications, or if there’s anything else we can help you with.

UPDATE – 16/12/2022 14:40

We are pleased to report the second batch of formerly Exchange-hosted accounts have now migrated to Office 365, but note that some accounts are still awaiting migration and licensing.

Most accounts are now migrated and are now fully usable—if you are still unable to access email your account is either still pending migration, or we’ve been unable to verify you as an active user.

In either case, contact the IT Helpdesk at rsgb.org/helpdesk.

Please read yesterday’s post below for more information on how to re-access your email, or contact the IT Helpdesk at rsgb.org/helpdesk.

UPDATE – 15/12/2022 16:40

We are pleased to report the first batch of formerly Exchange-hosted accounts have now migrated to Office 365, but note that some accounts are still awaiting migration and licensing.

Please read the advice below before you access your email again –

• If you already use Outlook on your computer, you will only need your username (email address) and usual password to add your email account. If you don’t have your password to hand, please contact the IT Helpdesk at rsgb.org/helpdesk and we will reset your password for you.
• If you use another email client application, please contact the IT Helpdesk at rsgb.org/helpdesk for assistance if adding the account doesn’t work.
• If you are installing your email account on a mobile device like a phone or tablet, we strongly recommend you use the free Outlook app that is available for iOS and Android. You will only need the credentials above to add this account to the app.

Go to rsgb.org/helpdesk if you need any help using Office 365 applications, or if there’s anything else we can help you with.

IMPORTANT NOTE IF YOUR EMAIL STILL ISN’T WORKING

We are migrating Exchange-hosted accounts to Office 365 in three separate batches – only the first batch has completed so far

If your email account is still unavailable at the time of this post, chances are it is awaiting migration in the second or third batches.

The work will continue this evening and throughout tomorrow—if you’re concerned about when you’ll gain access again, please post an IT Helpdesk ticket at rsgb.org/helpdesk and we will confirm which migration batch your account is in, and when it will become available again.

Again, our sincere apologies for the inconvenience.

UPDATE – 15/12/2022 10:58

Work to migrate the remaining Exchange user accounts to Office 365 is now in progress, so if you are a non-Office 365 user you will be able to use email again as soon as your account has migrated to Office 365.

If you are still receiving undeliverable messages, or are being prompted to enter credentials, please post a ticket at rsgb.org/helpdesk so we can confirm your email address has been included in the pending migration batches.

When the first migration batches are confirmed completed, we will post guidance here on how to access your new Office 365 account—in most cases, all you will need to do is re-enter your username (email address) and your usual password.

Many thanks for your patience during this frustrating issue, it is much appreciated.

UPDATE – 14/12/2022 13:45

We are pleased to report that all Office 365 users should now be able to send and receive mail as normal. 

But please note that this incident was caused a mail routing issue, and emails sent to RSGB email addresses between about 12.00 yesterday afternoon and 13.00 this afternoon may not have been delivered.

The sender will receive an undeliverable message, and hopefully will try again.

If you are expecting an important email that you think was sent in that time period, it is worth contacting the sender and asking them to resend it.

IMPORTANT NOTE FOR NON-MIGRATED EXCHANGE USERS

If you are using an email account that has not migrated to Office 365 yet, unfortunately your email will still be offline.

After assessing the situation with the mail routing issue, we now think it will be quicker and easier to simply migrate all remaining Exchange accounts to Office 365.

This will be in progress shortly and we will post further information about what to expect from the change.

Again, our sincere apologies for the inconvenience.

UPDATE – 14/12/2022 12:45

Work to restore the email system to working order is continuing this afternoon, with testing now in progress.

Unfortunately, we are not able to give an indication yet of when the system will be back online, but our team are working on a solution as fast as they can.

UPDATE – 14/12/2022 11:26

Our email service provider has now identified the cause of the issue, and is working on a solution.  Please continue to check this post for further updates, and again we apologise for the inconvenience.

UPDATE – 14/12/2022 10:40

Investigations into the mail system issue are continuing and we hope to have the service restored to normal shortly.

14/12/2022 09:25

There is currently an issue with the RSGB email system which is being investigated

If you have sent email to the RSGB and have not received a reply when expected, please do not resend your email, as it will not get through and just backup in the queue.

If you are using an RSGB email account you may not be able to send and receive mail right now.

We’ll update this post as soon as we know more, and sincerely apologise for any inconvenience.

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