[Resolved] Search unavailable

We are aware that some customers are having problems searching for emails using the web interface. The error shown is “unable to load search index for your account”.

A fix has been put in place and the search function should begin working soon once accounts have a new index. We will post an update later today. We apologise for the inconvenience this is causing.

The cause of this problem was the deployment of a new indexing server that due to a software stack incompatibility invalidated existing search indices.

Update 31-Jan-2019 00:19 CET : Index creation is continuing and the number of accounts with a search problem is decreasing.

Update 31-Jan-2019 12:07 CET: As previously, index creation is continuing and the number of accounts with a search problem is decreasing.

Update 31-Jan-2019 17:15 CET: All our indexing servers are running on full speed and all indices should be ready by tomorrow.

Update 03-Feb-2019 21:49 CET: Indexing of accounts is now complete and we have had no further reports of problems. We apologise again for the inconvenience caused.

Update 07-Feb-2019 23:08 CET: An automatic software upgrade of an indexing server has unfortunately caused the indices in some accounts to become invalid again before staff discovered the problem and managed to suspend the process. We have disabled the server and are creating new indices for the accounts affected. We apologize for the problems caused by this incident.

Posted in Service Status