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[MailSuite] Emails are no longer being received from some point

FAQ (Frequently Asked Questions)

Updated: October 24, 2016
October 24, 2016

Note: The following announcement does not apply to the ECCS Cloud Email.

When this problem was first reported by users, there was a case where we could not identify the cause of this failure immediately leading to a delay in responding. Furthermore, at this time we are not able to confirm whether or not this failure happened to all users, which means that there is a possibility that some accounts may still be expecting this problem.

We would like to apologize for any inconvenience that this may cause.


MailSuite has a process where it implements a lock function that prioritizes one precess and makes other tasks wait if it has multiple mailing process to handle at one time. This function exists to prevent emails from being deleted when tasks overlap.

Generally, the lock function creates a lock file that users cannot see in the receiving folder on the server, and once the task is finished, the lock file is deleted allowing the next process to start.

However, there have been cases where the lock file could not be deleted properly due to some load on the account at the time the system goes to delete the file. You will not be able to receive emails until the remaining lock file is deleted by some means or another.

Temporary Solution

The only solution available at the moment is to delete the lock file directly within the system. Emails that have been received while in the locked state, and kept on hold within the MailSuite system, will be delivered to the in-box immediately after the lock file has been deleted. As there is no impact to the sending server, emails are sent normally so there will be no resending of emails.

If you have any problems, please use the following methods to contact us.

Possible Preventative Mesures for Users