For the most recent updates, see http://blogs.zoho.com/service-updates
1. I am unable to reliably access Zoho services this week. What is happening?¬†
We’re facing a criminal cyber-attack called a DDoS (Distributed Denial of Service) aimed at denying¬†access¬†to¬†genuine users of our services. This started on Nov 4, 2015. Updates are available at¬†¬†and we’re also posting¬†on our¬†@¬†Twitter handle.
2. How are you planning to mitigate this attack?
Our network and infrastructure teams have been working¬†‚Äď non-stop¬†–¬†on mitigating these¬†attacks¬†since¬†they¬†started.¬†We have received and handled many of them already.¬†We are also working with other experts to erect various defenses, using multiple approaches.¬†
3. When will services be fully restored?
Unfortunately, this kind of attack makes this unknowable. These are criminals using the internet to extort companies and deny service to their paying customers. If past experience of¬†other companies is any guide, such attacks can last from hours to days.¬†Rest assured that we are doing our best and working with all the right people to mitigate these attacks and will keep you posted.
4. Is my data safe?
Yes, all your data will remain safe and sound. You may not be able to access your data reliably, given the unpredictability of the multiple attack sequences, but you will not lose any data.
5. Do I need to change my password?
No, you do not need to change your existing password. However, you may experience disruption in accessing services.
6. Will I get all emails sent to me? Will emails get lost?
You will not lose messages sent to you. Email messages may be held up in various hops on the internet as they make their way to our servers. They will remain there until they can reach our servers. Delivery will be automatically retried, usually for several¬†days.¬†
7. I’m not able to get mail on my phone. Why is¬†POP and IMAP email not working?
POP and IMAP traffic has been blocked as of now, as it poses attack and performance risk. So you may not be able to receive mail on your smartphone. We are working through alternatives to address this. In the meantime, Zoho webmail will work (whenever our services are not under immediate attack). You can also¬†install the Zoho Mail app on your smartphone from any app store. That will continue to work. Incoming mail is hugely delayed, so this will impact your use.
8. I am unable to receive incoming mail that’s critical to my business. What’s being done?
Incoming mail continues to be¬†delayed. Messages may¬†often arrive out-of-turn. As we mentioned elsewhere, rerouting traffic to mitigate attacks has added various network hops and this has slowed things down. Services have been a lot slower and mail is really delayed. We are currently investigating the mail delay issues.
9. As a Zoho user, is there anything I can do to help?
Although, we’re doing everything we can to fight this attack, access to Zoho services might be intermittent. Your patience, support, and intolerance for criminal intent will be greatly appreciated during this period.¬†
10. Zoho hosts our website and we depend on you for our business. Why were¬†these down?¬†
The attacker had used our own customer sites to launch the attack (so they can gain legitimately gain access to our servers), so we had to shut them down. These are now being restored.
11. What should customers hosting websites with Zoho expect?
Many customers have asked about this same issue. If your website is hosted with Zoho Sites, please follow these steps to ensure that your website is accessible:
- Login to your domain manager, forward the root domain (yourdomain.com) to www.yourdomain.com using the domain forwarding option
- If you’ve already added an A Record that is pointing to 220.127.116.11, remove it
- Make sure you’ve added a CNAME Record with host name www, pointing to zhs.zohosites.com
- Login to your site builder and set www.yourdomain.com (domain name with www) as the primary domain
Note: The term domain forwarding is also commonly known as URL forwarding, web forwarding, URL redirect etc. The changes made in your domain manager should take effect in a couple of hours, depending on your domain provider. If you still need help contact firstname.lastname@example.org.
12. My mail still does not work. Could my¬†MX record be off?
You may know that your domain (eg,¬†yourcompany.com) has something called an MX record that points to an email server configured to process email for your domain. We have noticed that some¬†customers use an exact Zoho IP address in their MX records to specify the mail server. This is NOT recommended practice.