Updates: 

Resolved

We are pleased to inform you that we are continuing to witness significant improvement in the delivery of emails to both Gmail and Google Workspace. Our efforts to address the issue of false email detection have yielded positive results, and we are grateful for the patience and understanding demonstrated by our customers throughout this process.

While the situation has greatly improved, we understand that some customers may still encounter occasional issues with email deliverability. If you are experiencing any difficulties or have concerns regarding email delivery, we strongly encourage you to reach out to our dedicated support team for further assistance. They are available to provide personalised support and address any individual issues promptly.

We appreciate your continued support and understanding as we work diligently to ensure that all email communications are delivered successfully.

July 18, 2023 · 07:56

Monitoring

We are happy to report that we continue to see improvement in the delivery of emails to both Gmail and Google Workspace. Our implemented solutions have been effective in resolving the false email detection issue. We would like to express our gratitude to our customers for their patience and cooperation during this process.

While the situation is significantly improved, we understand that some customers may still experience occasional issues. If you are still encountering any problems with email deliverability or have any concerns, we encourage you to reach out to our dedicated support team. They are available to assist you and address any lingering issues promptly.

Thank you for your understanding and continued support.

July 17, 2023 · 03:25

Monitoring

We are pleased to inform you that we continue to see drastic improvements in the delivery of emails to both Gmail and Google Workspace. Our implemented solutions have been highly effective in addressing the issue of false email detection as junk. We would like to thank our customers for their patience and cooperation throughout this process.

At this stage, we have entered a monitoring phase to closely observe the email delivery performance and ensure that the improvements are sustained. Our team is diligently monitoring the situation to address any potential issues that may arise promptly.

We remain committed to working closely with Google to further enhance email deliverability and provide a seamless experience for our customers. We will keep you informed of any developments and continue to make necessary adjustments to optimise email delivery.

Thank you for your continued support and understanding as we strive to resolve this matter completely.

July 14, 2023 · 04:15

Monitoring

We are pleased to announce that we are seeing drastic improvements in the delivery of emails to both Gmail and Google Workspace. Our implemented solutions have been effective in addressing the issue of false email detection as junk. We appreciate the patience and understanding of our customers throughout this process.

While we have made significant progress, we want to emphasise that we continue to actively collaborate with Google to enhance email deliverability further and resolve any remaining issues. Our goal is to ensure a seamless experience for our customers in sending and receiving emails.

We are committed to ongoing improvements and will keep you updated on any further enhancements we make. Thank you for your support and cooperation during this time.

July 13, 2023 · 04:17

Investigating

We are currently implementing solutions to help our customers during the ongoing issue of Google Workspace and Gmail falsely detecting emails as junk. We continue to test and implement additional solutions. We believe we may be close to a solution to help with the issue, but please be aware we are still testing and more details will follow in due course.

VIPRE remains engaged in discussions with Google Services to fully resolve the issues. We appreciate the patience and cooperation of our customers throughout this process. We sincerely apologise for any inconvenience caused by this incident and assure you that we are committed to promptly resolving the matter and ensuring uninterrupted delivery of your important emails.

July 12, 2023 · 12:22

Investigating

We continue to develop, test and deploy improvements to improve the delivery rate to Gmail and Google WorkSpace users’ inboxes, and implementing solutions to help our customers during the ongoing issue of Google Workspace and Gmail falsely detecting emails as junk.

We continue to work with Google to help solve this and with Microsoft on the root cause of this issue.

July 11, 2023 · 04:40

Investigating

We continue to develop, test and deploy improvements to improve the delivery rate to Gmail and Google WorkSpace users’ inboxes.

We continue to work with Google to help solve this and with Microsoft on the root cause of this issue.

July 10, 2023 · 12:12

Investigating

We are currently implementing solutions to help our customers during the ongoing issue of Google Workspace and Gmail falsely detecting emails as junk. We continue to test and implement additional solutions.

VIPRE remains engaged in discussions with Google Services to fully resolve the issues. We appreciate the patience and cooperation of our customers throughout this process. We sincerely apologise for any inconvenience caused by this incident and assure you that we are committed to promptly resolving the matter and ensuring uninterrupted delivery of your important emails.

In related news, Google Tech Support has recently identified a vulnerability in Microsoft SPF checking, which has allowed for a new type of spam and phishing attack. It is important to note that this affects the delivery of emails to both Google Workspace and Gmail platforms. Any downstream processing services associated with these platforms automatically become tagged and implicated. Our team is actively working to address this issue and mitigate its impact on our customers. We will provide further updates as we make progress in resolving this matter.

July 10, 2023 · 04:36

Update

We are currently testing solutions to help our customers during the ongoing issue of Gmail falsely detecting emails as junk. We continue to test and implement with customers. Initial testing appears to be helping with deliverability to Gmail, but please be aware that this is still a testing phase to return delivery to normal.

We are also in the testing phase of a solution for email towards Google Workspace Customers. More information on this will be available in due course.

VIPRE continues to be in talks with Google Services to fully resolve the issues in the meantime. We thank customers for their patience and co-operation. We sincerely apologise for any inconvenience caused by this incident. We are committed to resolving this matter promptly and ensuring the uninterrupted delivery of your important emails.

July 7, 2023 · 11:53

Update

We are currently testing solutions to help our customers during the ongoing issue of Gmail falsely detecting emails as junk. If you still experience problems emailing to Gmail.com or Googlemail.com, please do reach out to Support.

We are also in the testing phase of a solution for email towards Google Workspace Customers. More information on this will be available in due course.

To address this incident, we are also internally examining resources and solutions to assist our customers better. We are continuing to work on this through the night and working on internal testing as a priority to find a solution.

July 7, 2023 · 05:00

Investigating

VIPRE is diligently working towards resolving the ongoing issue of Gmail and Google Workspace falsely detecting emails as junk. Our top priority is ensuring the delivery of legitimate emails to users’ inboxes. We are actively collaborating with Google’s relevant teams to expedite the resolution process.

In our efforts to address this incident, we are also internally examining resources and solutions to assist our customers better. We are continuing to actively work on this through the night and we are working on internal testing as a priority to find a solution.

While we work towards a resolution, we strongly recommend clients to take the following measures to minimise the likelihood of their emails being marked as spam:

1. Ensure SPF and DKIM are set up and enabled for the sending domains. These email authentication mechanisms help establish the legitimacy of your emails, reducing the chances of them being flagged as spam.

2. If you come across legitimate emails mistakenly marked as spam, please report them as “Not Junk” using the available options in your Gmail or Google Workspace interface. Your feedback is invaluable in refining their machine learning system and swiftly restoring normal email delivery.

Additionally, we encourage customers and recipients, whenever possible, to save any emails identified as “Junk” as an EML file and share them with our support team. This will provide us with essential information for our investigation with Google, enabling us to enhance our services and address the issue effectively.

We sincerely apologise for any inconvenience caused by this incident and appreciate your patience and cooperation. We are committed to resolving this matter promptly and ensuring the uninterrupted delivery of your important emails.

July 6, 2023 · 12:42

Update

VIPRE is diligently working towards resolving the ongoing issue of Gmail and Google Workspace falsely detecting emails as junk. Our top priority is ensuring the delivery of legitimate emails to users’ inboxes. We are actively collaborating with Google’s relevant teams to expedite the resolution process.

In our efforts to address this incident, we are also internally examining resources and solutions to assist our customers better. While we work towards a resolution, we strongly recommend clients to take the following measures to minimise the likelihood of their emails being marked as spam:

1. Ensure SPF and DKIM are set up and enabled for the sending domains. These email authentication mechanisms help establish the legitimacy of your emails, reducing the chances of them being flagged as spam.
2. If you come across legitimate emails mistakenly marked as spam, please report them as “Not Junk” using the available options in your Gmail or Google Workspace interface. Your feedback is invaluable in refining their machine learning system and swiftly restoring normal email delivery.

Additionally, we encourage customers and recipients, whenever possible, to save any emails identified as “Junk” as an EML file and share them with our support team. This will provide us with essential information for our investigation with Google, enabling us to enhance our services and address the issue effectively.

We sincerely apologise for any inconvenience caused by this incident and appreciate your patience and cooperation. We are committed to resolving this matter promptly and ensuring the uninterrupted delivery of your important emails.

July 6, 2023 · 07:07

Investigating

VIPRE is diligently working towards a resolution for the issues involving Gmail and Google Workspace false positive detection of mails as Junk.

We are considering this as our highest priority and actively working with the relevant teams within Google to get this issue resolved as soon as possible.

We are also looking at resources and solutions internally and continue to look for solutions to help customers through this incident.

While this issue is ongoing and we work towards a resolution, we do have the following additional advice for clients to help reduce the possibility of the emails going into junk:

If you find legitimate emails marked as spam, please report them as “Not Junk” using the options available in your Gmail / Google Workspace interface. This valuable feedback helps improve their machine learning system and assists in restoring normal email delivery promptly.

Additionally, we encourage customers/recipients where possible to save any emails marked as “Junk” as an EML file and share it with our support team. This will provide valuable information for our investigation with Google and help us improve our services.

July 6, 2023 · 04:45

Investigating

We are actively working with Google at the highest level to address the email delivery issue to Gmail and Google Workspace accounts. We are working with customers individually to assist with deliverability issues and if you already have a support ticket with VIPRE we are actively communicating these methods to adjust outbound send connectors with customers.

We continue to look for solutions to help customers through this incident.

Rest assured we are treating this matter with the highest level of priority and dedicating our efforts to finding a solution. We appreciate your patience and understanding as we work towards a resolution with third party vendors.

To assist in resolving this matter, we kindly request if recipients of emails are able to take the following actions:

If you find legitimate emails marked as spam, please report them as “Not Junk” using the options available in your Gmail / Google Workspace interface. This valuable feedback helps improve their machine learning system and assists in restoring normal email delivery promptly.

Additionally, we encourage you to save any emails marked as “Junk” as an EML file and share it with our support team. This will provide valuable information for our investigation and help us improve our services.

1. Open your Gmail account and locate the email you want to save as an EML file.
2. Open the email to view its content.
3. Click on the three-dot menu icon (⋮) located at the top-right corner of the email.
4. In the dropdown menu, select “Download Message” 
5. Choose a location on your computer where you want to save the file.
6. Once saved, navigate to the location and attach this to an email to the support team.

We greatly appreciate your collaboration and support throughout this process. Rest assured, we are dedicated to resolving this issue promptly.

July 5, 2023 · 12:14

Investigating

We are actively working with Google at the highest level to address the email delivery issue to Gmail and Google Workspace accounts. We are working with customers individually to assist with deliverability issues and if you already have a support ticket with VIPRE we are actively communicating these methods to adjust outbound send connectors with customers.

Rest assured we are treating this matter with the highest level of priority and dedicating our efforts to finding a solution. We appreciate your patience and understanding as we work towards a resolution with third party vendors.

To assist in resolving this matter, we kindly request if recipients of emails are able to take the following actions:

If you find legitimate emails marked as spam, please report them as “Not Junk” using the options available in your Gmail / Google Workspace interface. This valuable feedback helps improve their machine learning system and assists in restoring normal email delivery promptly.

Additionally, we encourage you to save any emails marked as “Junk” as an EML file and share it with our support team. This will provide valuable information for our investigation and help us improve our services.

1. Open your Gmail account and locate the email you want to save as an EML file.
2. Open the email to view its content.
3. Click on the three-dot menu icon (⋮) located at the top-right corner of the email.
4. In the dropdown menu, select “Download Message” 
5. Choose a location on your computer where you want to save the file.
6. Once saved, navigate to the location and attach this to an email to the support team.

We greatly appreciate your collaboration and support throughout this process. Rest assured, we are dedicated to resolving this issue promptly.

July 5, 2023 · 08:41

Update

We are actively working with Google to address the email delivery issue to Gmail & Google Workspace accounts. To assist in resolving this matter, we kindly request recipients to take the following actions:

If you find legitimate emails marked as spam, please report them as “Not Junk” using the options available in your Gmail / Google Workspace interface. This valuable feedback helps improve their machine learning system and assists in restoring normal email delivery promptly.

Additionally, we encourage you to save any emails marked as “Junk” as an EML file and share it with our support team. This will provide valuable information for our investigation and help us improve our services.

1. Open your Gmail account and locate the email you want to save as an EML file.
2. Open the email to view its content.
3. Click on the three-dot menu icon (⋮) located at the top-right corner of the email.
4. In the dropdown menu, select “Download Message” 
5. Choose a location on your computer where you want to save the file.
6. Once saved, navigate to the location and attach this to an email to the support team.

We greatly appreciate your collaboration and support throughout this process. Rest assured, we are dedicated to resolving this issue promptly.

July 5, 2023 · 04:38

Investigating

We are actively working with Google to address the email delivery issue to Gmail accounts.

As part of our efforts to expedite the resolution, we kindly request recipients to report where possible any legitimate emails mistakenly marked as spam to Google. This valuable feedback helps improve their machine learning system and assists in restoring normal email delivery promptly. We appreciate your collaboration and understanding throughout this process.

We will continue to provide updates until this issue is fully resolved.

July 4, 2023 · 12:25

Investigating

We are actively working with Google to resolve the ongoing issue with email delivery to Gmail & Google Workspace accounts. As of this update we unfortunately do not yet have an ETA on the resolution from Google, but we will continue to update as soon as we have more information.

Rest assured we are treating this matter with the highest level of priority and dedicating our efforts to finding a solution. We appreciate your patience and understanding as we work towards a resolution with third party vendors.

To ensure smooth mail flow, VIPRE has also made available to customers of our Email Security additional IP’s in our pool, utilising unaffected IP addresses in our Dublin and Swedish Data Centers. This will allow mail to flow properly once again, minimising any disruptions for our customers. We are also continuing with further updates from our Helpdesk Ticketing System and we are committed to helping our customers wherever is possible during this incident.

July 4, 2023 · 09:04

Update

We are actively working with Google to resolve the ongoing issue with email delivery to Gmail & Google Workspace accounts. Rest assured. We are treating this matter with the highest level of priority and dedicating our efforts to finding a solution. We appreciate your patience and understanding as we work towards a resolution.

Stay tuned for further updates.

July 4, 2023 · 06:51

Investigating

We have resolved the issue with Office 365. However, we are still addressing the problem with sending emails to Gmail accounts and are working closely with Google to correct these issues. Our team is taking multiple measures to tackle this issue, such as collaborating with third-party vendors and providing alternative options for our customers. We will keep our users informed with frequent updates about this situation.

To ensure smooth mail flow, VIPRE has also made available to customers of our Email Security additional IP’s in our pool, utilising unaffected IP addresses in our Dublin and Swedish Data Centers. This will allow mail to flow properly once again, minimising any disruptions for our customers.

Continuous Improvements: At VIPRE, we are committed to enhancing our protection levels for our customers and preventing malicious activities. To this end, we have already initiated efforts to develop long-term solutions that will enable better integration of our product for inbound and outbound email stream protection. These improvements will significantly reduce the risk of similar attacks in the future and ensure the uninterrupted use of our services.

We greatly appreciate your understanding and support during this incident. Should you have any further questions or concerns, please do not hesitate to reach out to us.

July 4, 2023 · 05:12

Investigating

We have resolved the issue with Office 365. However, we are still addressing the problem with sending emails to Gmail accounts and are working closely with Google to correct these issues. Our team is taking multiple measures to tackle this issue, such as collaborating with third-party vendors and providing alternative options for our customers. We will keep our users informed with frequent updates about this situation.

Actions Taken:
In response to this incident, we have taken several steps to mitigate the impact.

• We implemented rate limiting on O365 to alleviate some of the issues, which did cause some minor delays in email delivery for our clients. We are pleased to inform you that due to the measures implemented by VIPRE, the spam attack has been successfully stopped.
   
• VIPRE has been working with Microsoft to resolve the issues caused to customers of all platforms and with Google to ensure email flow returns to normal as soon as possible.
   
• To ensure smooth mail flow, VIPRE has also made available to customers of our Email Security additional IP’s in our pool, utilising unaffected IP addresses in our Dublin and Swedish Data Centers. This will allow mail to flow properly once again, minimising any disruptions for our customers.

Continuous Improvements:
At VIPRE, we are committed to enhancing our protection levels for our customers and preventing malicious activities. To this end, we have already initiated efforts to develop long-term solutions that will enable better integration of our product for inbound and outbound email stream protection. These improvements will significantly reduce the risk of similar attacks in the future and ensure the uninterrupted use of our services.

We greatly appreciate your understanding and support during this incident. Should you have any further questions or concerns, please do not hesitate to reach out to us.

July 3, 2023 · 04:25

Investigating

We have resolved the issue with Office 365. However, we are still addressing the problem with sending emails to Gmail accounts and are working with Google to find a solution. Our team is taking multiple measures to tackle this issue, such as collaborating with third-party vendors and providing alternative options for our customers. We will keep our users informed with frequent updates about this situation.

June 30, 2023 · 18:30

Investigating

We are collaborating with Office 365 and Google to address the challenges our users face when sending emails to Gmail addresses. We have taken several measures to resolve this issue, including working with third-party vendors, implementing additional rate limiting to manage traffic, and providing alternative solutions to our customers. Our primary focus and priority is to enhance the protection of our users. We will keep our users informed with regular updates throughout this incident.

June 30, 2023 · 17:00

Investigating

We continue to investigate and work with Office 365, Google and our customers in regards to deliverability issues of emails reaching Gmail.com addresses.

We have taken steps to mitigate the impact and we continue to work with the related third party vendors at the highest level. We employed rate limiting to mitigate the high level of traffic from O365 IP’s and is now returned to normal, and we have taken steps to offer workarounds for our customers to ensure smooth mail flow.

VIPRE are committed to enhancing our protection levels for our customers and preventing malicious activities, and we continue to do so during this incident and provide regular updates.

June 30, 2023 · 12:51

Investigating

Rate limiting for Office 365 is now returning to normal levels in the VIPRE system, and we continue to monitor traffic levels from O365.

On Monday 26th June VIPRE noticed a large amount of traffic on our outbound servers from O365. In an attempt to mitigate the situation and protect our customers, VIPRE rate limited connections from O365 through VIPRE and customer impact was minimal.

This issue remains at a Major Incident level in regards to deliverability of emails to gmail.com as a resultant effect of high levels of traffic from O365 IP’s. VIPRE is actively investigating with related vendors.

VIPRE is vigilantly working towards a resolution and is being treated at the highest possible levels. We are actively working with the relevant teams at Google and within VIPRE to correct this issue. We are looking at solutions to reduce the impact if deliverability issues with Gmail.

June 30, 2023 · 08:30

Investigating

Rate limiting for O365 is now returning to normal levels in the VIPRE system.

This issue remains at a Major Incident level in regards to deliverability of emails to gmail.com as a resultant effect of high levels of traffic from O365 IP’s. VIPRE is actively investigating with related vendors.

VIPRE is vigilantly working towards a resolution and is being treated at the highest possible levels. We are actively working with the relevant teams at Google and within VIPRE to correct this issue. We are looking at solutions to reduce the impact if deliverability issues with Gmail.

In order to assist us, we would kindly ask if customers would be able to provide emls or header samples of emails that have been classed as spam/junk by Gmail, if at all possible, and we continue to discuss with affected customers.

June 30, 2023 · 05:14

Investigating

This issue is now raised in severity to a Major Incident level and VIPRE is actively investigating with related vendors.

Rate limiting measures for O365 are being lifted gradually as of this update, and we continue to monitor traffic levels from O365.

VIPRE are aware of deliverability issues of emails to Gmail/GSuite addresses with some emails being sent to spam and junk folders.

VIPRE is vigilantly working towards a resolution and is being treated at the highest possible levels. We are actively working with the relevant teams at Google and within VIPRE to correct this issue.

June 29, 2023 · 13:38

Investigating

VIPRE continues to see high levels of traffic from O365 and rate limiting is still in place. We continue to monitor the issue. Emails are delivering as normal but there may be a slight delay.

The related impact to emails delivering to Gmail is actively being investigated and our Teams are proactively investigating and looking towards a solution.

June 29, 2023 · 11:18

Monitoring

VIPRE continues to see high levels of traffic from O365 and rate limiting is still in place. We continue to monitor the issue. Emails are delivering as normal but there may be a slight delay. Otherwise there is little impact on our services.

We have made some internal changes to improve deliverability of emails to Gmail addresses. We believe this is related to the high traffic volumes from O365. We continue to carefully monitor this development.

June 29, 2023 · 04:32

Investigating

VIPRE are continuing to monitor this issue with unusually large amounts of traffic coming from Office 365 IPs. Rate limiting for these IPs is still currently in place. Emails are delivering as normal but we advise there may be a small delay. Vipre engineers have also identified a related issue sending to Gmail recipients that is also being investigated. We will continue to monitor the issue and will provide updates accordingly.

June 28, 2023 · 12:29

Monitoring

VIPRE are continuing to monitor this issue with unusually large amounts of traffic coming from Office 365 IPs. Emails are delivering as normal but we advise there may be a small delay. We will continue to monitor the issue and will provide updates accordingly.

June 28, 2023 · 09:41

Monitoring 

VIPRE are continuing to monitor this issue with unusually large amounts of traffic coming from Office 365 IPs. Emails are delivering as normal but we advise there may be a small delay. We will continue to monito and update as needed.

June 27, 2023 · 08:02    

Investigating            

Due to an issue with unusually large amount of traffic coming from Office 365 IPs through our service, we have needed to introduce rate limiting for these IPs. Emails will still be delivered however there may be some delays.

June 27, 2023 · 04:16

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