[US/EU] IMAP v3 - Message Retrieval and Webhook Degradation
Incident
Report for Nylas v3
Resolved
IMAP message synchronization and webhook processing have remained at normal operating levels.
Our validation indicates that delayed webhooks from the affected period have been delivered and affected accounts have completed recovery.
Thank you for your patience while we worked to address this issue.
Our validation indicates that delayed webhooks from the affected period have been delivered and affected accounts have completed recovery.
Thank you for your patience while we worked to address this issue.
Monitoring
IMAP message synchronization and webhook processing have returned to normal operating levels.
We are continuing to monitor service health closely and validate the completeness of delayed webhook delivery across affected accounts before resolving the incident.
We are continuing to monitor service health closely and validate the completeness of delayed webhook delivery across affected accounts before resolving the incident.
Update
IMAP message synchronization and webhook processing have returned to normal operating levels following remediation.
We are continuing to monitor service health closely and validate that delayed webhooks from the affected period were fully delivered across affected accounts.
We are continuing to monitor service health closely and validate that delayed webhooks from the affected period were fully delivered across affected accounts.
Update
Mitigated - The fix for this issue has been deployed, and affected IMAP accounts are now resynchronizing. We are seeing message synchronization recover and delayed webhooks begin processing as expected.
As affected accounts resynchronize, customers may receive an increased volume of delayed message.created webhooks, including notifications for messages previously processed. These notifications do not represent duplicate emails. Customers should ensure their applications handle repeated notifications without creating duplicate records or repeating automated actions.
Our current expectation is that missed webhooks will be backfilled automatically as synchronization completes. We are continuing to validate the completeness of that recovery, including messages from the affected period, before confirming full resolution.
Impact remains concentrated in the EU region, with substantially more limited impact in the US region. We will continue monitoring recovery closely and provide another update once stability and backfill completion have been confirmed.
As affected accounts resynchronize, customers may receive an increased volume of delayed message.created webhooks, including notifications for messages previously processed. These notifications do not represent duplicate emails. Customers should ensure their applications handle repeated notifications without creating duplicate records or repeating automated actions.
Our current expectation is that missed webhooks will be backfilled automatically as synchronization completes. We are continuing to validate the completeness of that recovery, including messages from the affected period, before confirming full resolution.
Impact remains concentrated in the EU region, with substantially more limited impact in the US region. We will continue monitoring recovery closely and provide another update once stability and backfill completion have been confirmed.
Update
We have identified a compatibility issue in Nylas's IMAP synchronization affecting some connected IMAP accounts. Impact is concentrated in the EU region, with substantially more limited impact confirmed in the US region. Multiple IMAP hosting providers may be affected, and we are continuing to validate the full scope.
Affected accounts may have missing messages in Nylas API responses and delayed or missing message webhooks. The underlying emails remain available at the email provider.
As a temporary workaround, customers can pass query_imap=true on Messages API requests for affected IMAP grants. This bypasses the Nylas message cache and retrieves messages directly from the underlying IMAP server.
A fix has been prepared and deployment is underway. As affected accounts resynchronize, customers may receive an increased volume of delayed message.created webhooks, including notifications for messages previously processed. These notifications do not represent duplicate emails. Customers should ensure their applications handle repeated notifications without creating duplicate records or repeating automated actions.
We will provide further updates as deployment and recovery progress. Thank you for your patience.
Affected accounts may have missing messages in Nylas API responses and delayed or missing message webhooks. The underlying emails remain available at the email provider.
As a temporary workaround, customers can pass query_imap=true on Messages API requests for affected IMAP grants. This bypasses the Nylas message cache and retrieves messages directly from the underlying IMAP server.
A fix has been prepared and deployment is underway. As affected accounts resynchronize, customers may receive an increased volume of delayed message.created webhooks, including notifications for messages previously processed. These notifications do not represent duplicate emails. Customers should ensure their applications handle repeated notifications without creating duplicate records or repeating automated actions.
We will provide further updates as deployment and recovery progress. Thank you for your patience.
Identified
We have identified an issue affecting Nylas's cached message data for IMAP grants in the EU region. The underlying IMAP mailboxes and messages are unaffected, and the US region is not affected.
As a temporary workaround, customers can pass query_imap=true on all Messages API requests for affected IMAP grants. This bypasses the Nylas message cache and retrieves messages directly from the underlying IMAP server.
Our team is actively working to restore normal cached message synchronization and webhook delivery. We will provide additional updates as recovery progresses.
As a temporary workaround, customers can pass query_imap=true on all Messages API requests for affected IMAP grants. This bypasses the Nylas message cache and retrieves messages directly from the underlying IMAP server.
Our team is actively working to restore normal cached message synchronization and webhook delivery. We will provide additional updates as recovery progresses.
Update
We are continuing to investigate this issue.
Investigating
We are investigating degraded message retrieval and webhook delivery affecting IMAP grants in the EU region. Customers may see messages missing from standard Messages API responses and may not receive expected message webhooks. The underlying IMAP mailboxes and messages remain available. The US region is not affected.
Our team is actively investigating the issue and working to restore normal service. We will provide additional information as it becomes available.
Our team is actively investigating the issue and working to restore normal service. We will provide additional information as it becomes available.
This incident affected: Nylas Application Services (Webhooks v3, IMAP v3) and 3rd Party Providers (Other Email Server Hosting Providers).