System Alerts and Details

The earlier issue customers were experiencing in Webmail has now been corrected from our side for our customers.  If you hadn’t cleared your Internet cache previous to this, you will not experience this issue some customers had earlier today.

However, if you had already cleared your browser’s Internet history/cache, with this reset we did from our side, you will need to do so again (http://about.hover.com/clearcachecookies).  You will no longer experience the problem after doing so.

This issue was due to the background work done last evening by the email team and again, we sincerely apologize for the inconvenience this has caused as it was not meant to impact the use of anyone’s mailbox.  There are no email issues at this time and you will be able to use your mailbox normally.

About a half hour ago, we proposed a solution that we weren’t entirely sure would solve everyone’s issue with some of the parts of their Webmail account appearing to have “disappeared”.  We have now been able to verify this will definitely clear up the issue for everyone on the Hover Webmail service.

Again, if you are experiencing this issue, please clear your Internet history/cache in your browser.  Here is a helpful article to help you do so:  (http://about.hover.com/clearcachecookies).  Once done, please close the browser (Internet Explorer, Firefox, etc.) completely and then restart it.  When you log back into Webmail, all your information will be available to you.  The information contained in your mailbox was actually still present before this, but if you hadn’t cleared your Internet history since last evening, you would have been viewing a previous instance of the page and not real-time information.  Clearing the cache allows you to see what’s actually there and, more importantly, interact with it.

We are still investigating the root cause of this issue, but it appears related to some work done last evening by the email administration team while they were tweaking services toward better performance for everyone.  Generally, this type of work is done in the background and doesn’t cause issues on the mailbox side and we sincerely apologize for the inconvenience this has caused today.

When we receive some more specifics from the email team about why customers were impacted this time, we will post a further update.

We have received reports that clients are unable to view their mail in the preview pane of their Hover Webmail services while in the Standard interface.  Some clients have also noticed an “Error In Page yield sign” located in the bottom left corner of their browsers.   This appears to be occur in both Internet Explorer and Firefox browsers for anyone experiencing this issue.  Other reports mention they are unable to see the Mail “Settings” or “Contact” information in their Webmail menus.

From our initial investigations, we’ve verified that the information contained in the mailboxes is still present, however, initially hidden and appears to be related to caching.  Your quickest solution would be to clear your Internet history/cache (http://about.hover.com/clearcachecookies).  Once done, then close the browser and re-open it.  After doing this and logging back into Webmail, you should then be able to view all the information again.  If this does not solve the issue, please give us a call as what you are experiencing may be related to something unrelated and specific to your mailbox.

We are investigating the root cause of the issue and will post further info as it becomes available.

From now until November 5 we are upgrading our mail storage systems. In an effort to make the upgrade as painless as possible for everyone, we’re upgrading small groups of accounts around the clock instead of taking our servers offline to upgrade all mailboxes in a single batch. There is no impact to the flow of your email messages.

Each group of upgrades only takes about five minutes to complete, so most of us won’t experience any downtime. If you log into Webmail while your mailbox is being upgraded, you may see that your Inbox or your folders appear to be missing (they’re not – they are hidden). If you experience this, log out and wait a maximum of 5 minutes before logging in again. Your messages and folders will be back, better than new, and hopefully you will not experience this at all.

Some subscribers are continuing to experience problems calling us on the 1-866-731-6556 Hover phone number.

We are still working with the phone company to have this issue resolved.

If you have an urgent issue and do need to speak to a customer advisor directly, if you are able, please feel free to use the local number to reach us during this time:  416-538-5498  This number works with Skype if you have this capability for long distance calls.

As an alternate for non-critical issues, please, use the Customer Service Center to send in your email ticket requests to help@hover.com and one of our advisors will be able to assist you via that method.

We sincerely apologize for the inconvenience this is causing and hope to have this resolved as quickly as possible.

Some subscribers have reported today they are experiencing problems calling us on the 1-866-731-6556 Hover phone number.

We are currently working with the phone company to investigate this issue and hope to have it solved shortly.

The previous issue we were experiencing with creating and reading tickets through the Customer Service Center has now been corrected.  You should no longer have any difficulty with sending in support tickets or retrieving previous ticket numbers to view our responses.  The forums are also back online.

Again, we apologize for the inconvenience this may have caused.

We just became aware of an issue with the “Submit a Help Request” and “View a Help Request” functions and the forums in the Customer Service Center.  Tutorials and other functions are not affected.  We are in contact with the folks who power our help desk to get this resolved as quickly as possible.  Until this is corrected, you will not be able to submit or read tickets through the Customer Service Center.  We hope to  have this resolved quickly for you and will post a further update as soon as we have more information.

We apologize for the inconvenience this causes.

We’re glad to report that the slowness in the interface for our forums and help tickets to Hover has been remedied with things getting back to normal not long after it was noticed.  The crew who power our helpdesk software are currently investigating the root cause, but everything is A-okay at this time.

In the past half hour, we’ve noticed some definite slowness in the interface for our forums and when attempting to create help tickets to Hover.  The administrators who power our helpdesk are currently working on the issue and we hope to have this corrected within a short time.  We’ll provide further info to you as soon as it is available.