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Unlucky 1 percent of MobileMe email users may get relief

How big is one percent? If it's a surcharge on your restaurant check, not that much; if it's a point on your mortgage, ow. If it's a chunk of .Mac/MobileMe email account holders who are left hanging for a week without access to their email... well, let's just say that anyone in that select and sorry lot who used a mac.com email address for professional or vital communications is justifiably furious right now.

The good news, if you can say that under the circumstances, is that the outage that started July 18 may be coming to a close. Apple has posted a tech note on the ongoing issues, launched a blog to cover the MobileMe introduction challenges, and provided some additional details about what happened. As of 10 pm PDT last night, the one-percenters should be able to log into MobileMe webmail and retrieve messages from the July 18–25 outage window, though none from before the problem started are available yet. Apple also warns affected users NOT to change MobileMe passwords, aliases or storage allocations until the problem is cleared up, so be alert.

As the problem was triggered by a "serious issue" on one of Apple's mail servers, some messages got dropped in the bit bucket and will never come back (unless you have them cached in a local client like Mail.app, Entourage, Thunderbird or Outlook). Apple's statement:

While the vast majority of your email messages will be fully restored, a small percentage of email messages in the affected accounts have regrettably been lost. This includes approximately 10% of messages received between 5:00 a.m. PDT on July 16 and 10:20 a.m. PDT on July 18. We sincerely apologize for any email messages you may have lost.

Apologies are well and good -- but considering the MobileMe terms of service, that's about all you can expect to see, as Apple isn't liable for lost business or damages due to the outage. If there's a lesson in this, maybe it's that mission-critical users should own their own domains and public-facing email addresses, so that they can redirect incoming mail in a crisis. Depending on a single provider for mail (even ones with a reputation for reliability) can bite you.

Written by Michael Rose
. Thanks to everyone who sent this in.

Categories

Bad Apple Mac MobileMe

How big is one percent? If it's a surcharge on your restaurant check, not that much; if it's a point on your mortgage, ow. If it's a chunk...
 

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Bossy Boss

Slightly off-topic but no less infuriating: has anyone noticed that one can no longer sign on to MobileMe thru Internet Explorer? So much for being able to check your data from anywhere. Many of us at work cannot install alternate browsers.

July 28 2008 at 2:51 PM Report abuse rate up rate down Reply
Brian

If you are using .mac for business email, you shouldn't be in business.

July 28 2008 at 9:13 AM Report abuse rate up rate down Reply
John

Contrary to popular belief Apple has done a very good job of limiting their external relations risk

Betting that 99% of the people would say awww... you should have backed it up.. or awww.. you shouldn't ever have thought that this type of service was reliable they

-communicated little so there was little to talk about

-communicated on Friday nights so that the press did not pick it up and markets did not over react

- bet that the news of their new "secret projects" and current earnings would out weigh that of the mistakes on their current ones.

- bet that when people finally get the product to work.. its value will be greater then the hassle it caused and still better then what's on the market.

and so.. like most major corporations who have to make decisions regarding these things.... expect more of the same.

July 27 2008 at 8:58 AM Report abuse rate up rate down Reply
Jono

If a free email service (Gmail) turned round & said 'Ooops, sorry we lost all your emails' I'd say 'OK, fair enough' (begrudgingly).

But if I'm paying good money for an email service I seriously think they should be backing everying up for me & taking the resposibily from me.

July 26 2008 at 6:19 PM Report abuse rate up rate down Reply
ScottyR

thank you David Pogue for helping us put the pressure on

July 26 2008 at 4:44 PM Report abuse rate up rate down Reply
JAG

Lesson 1, do not rush on day 1 to buy/use a much anticipated gadget/service it will tend to be a mess.
There are no more lessons

July 26 2008 at 3:51 PM Report abuse rate up rate down Reply
Timmi Rudolph

Well I can confirm, as someone who does backups, that MobileMe should be renamed Pi$$edOffMe. I spent about 4 hours going back a version then resyncing with the same - COMPLETELY LOST SAFARI and INTERNET problem. Ultimately I had to go back to a virgin install from the iTunes top iPhone screen (backups didn't help) and then reinstall, reset, redo everything.

Killed my MobileMe account and, despite the concept being great, never want to see it again.

About 12 hours of nonsense about an hour of which required user attention between the long waits.

July 26 2008 at 3:01 PM Report abuse rate up rate down Reply
freshyill

It really sucks if anybody lost business over this, but I just want to weigh in and say how unprofessional it seems to customers if you use me.com, gmail.com, hotmail.com, etc. as your business email address.

It does not take a lot of technical acumen to set up email for your domain. Even a lousy host probably has a very simple management tools for doing it.

If you're in love with your favorite webmail service, I'm pretty sure they all let you check other accounts through them these days (I know gmail and Yahoo do). Just be sure to use a service that doesn't tack an ad onto outgoing messages (I'm looking at you, Yahoo and Hotmail).

July 26 2008 at 2:18 PM Report abuse rate up rate down Reply
Luigi193

Hey Mike, why are you "TUAW Blogger"?

July 26 2008 at 2:15 PM Report abuse rate up rate down Reply
dinobots

Strange of all this .me craziness, i dont have any issues not even a slightest bit. I am in Japan though not sure if that counts. And also few friends of mine who has a .me account in here have no problems at, too. It works fine for us maybe thats our luck but hey who knows might be happened to us tomorrow or next week.

July 26 2008 at 2:03 PM Report abuse rate up rate down Reply
2 replies to dinobots's comment
Tony

Well mobileme email is down *again*..their SMTP servers have crashed.

banana:~ tmh$ telnet smtp-mx3.mac.com smtp
Trying 17.148.20.66...
Connected to smtp-mx3.mac.com.
Escape character is '^]'.
452 try later
Connection closed by foreign host.

This is causing incoming mail to bounce. It's been like this as far as I can tell for the last 5 hours.

Two weeks into the service and I don't think there's been a day without a problem yet. I'm thinking of writing off my years sub as a loss and paying for google premium instead.

July 26 2008 at 3:20 PM Report abuse rate up rate down Reply
SpinThis!

@Tony: That's only one of Apple's servers. You should really try this:

dig mx me.com

which actually will gives you these:

smtp-mx005.me.com
smtp-mx006.me.com
smtp-mx001.me.com
smtp-mx002.me.com
smtp-mx003.me.com
smtp-mx004.me.com

It appears most of them are up. For those who don't like the command line, check out mxtoolbox.com which comes in handy.

July 26 2008 at 4:48 PM Report abuse rate up rate down Reply
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