# Front: Increased error rate sending and receiving messages on email-based channels

- Impact (vendor’s label): major
- Status: resolved
- Started: 2024-09-27 20:25 UTC · Resolved: 2024-09-28 02:51 UTC · Duration: 6.4 h
- Updates: 8 · Affected components: SMTP (non-Gmail / O365), Gmail, O365
- [Vendor status page: https://stspg.io/7znnyb34f8fn](https://stspg.io/7znnyb34f8fn)
- [Company: Front](https://rewindex.com/company/front.md)

## Summary

Front reported a major incident affecting Gmail, O365, and SMTP (non-Gmail / O365) message sending and receiving from 2024-09-27 20:25 UTC to 2024-09-28 02:51 UTC (6 h 26 min). A manually deployed fix circumvented a Docker outage; delivery recovered with residual backlog delays. us-west-2 and eu-west-1 recovered before us-west-1. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2024-09-27 20:25 UTC: We are currently investigating this issue.
- **investigating** 2024-09-27 20:25 UTC: We are continuing to investigate this issue.
- **identified** 2024-09-27 20:38 UTC: We have identified the cause of the issue and are working on a fix. The issue affects some but not all channels.
- **identified** 2024-09-27 21:02 UTC: We are validating the fix in our staging environment.
- **identified** 2024-09-27 21:27 UTC: We have validated the fix and are in the process of doing a manual deploy to circumvent the current Docker outage.
- **monitoring** 2024-09-27 21:47 UTC: The fix has been deployed and we are seeing email delivery services have recovered. We're monitoring and catching up on backlog so there might be residual delays.
- **monitoring** 2024-09-28 02:21 UTC: Customers in us-west-2 and eu-west-1 regions have fully recovered. We are still working through the incoming message backlog on us-west-1.
- **resolved** 2024-09-28 02:51 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2024-09-27 20:25 UTC: [Major incident: Increased error rate sending and receiving messages on email-based channels](https://rewindex.com/change/ia93743612e3df5.md)


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Canonical: https://rewindex.com/company/front/incidents/2hhhx61h8cnh · Markdown: https://rewindex.com/company/front/incidents/2hhhx61h8cnh.md · JSON: https://rewindex.com/api/v1/companies/front/incidents/2hhhx61h8cnh · Generated 2026-10-18T10:35:01.808Z