Upstream SSL update causing email issues on older programs

Incident Report for Web24

Resolved

An update was pushed out on Friday afternoon and we have been monitoring closely over the weekend.

This matter appears to be resolved, however, if anyone is still having similar issues, please attempt a restart on your devices.

If any issues still persist, please submit a support ticket via the Client Area - > https://www.web24.com.au/support/submit-a-support-ticket

Posted Oct 05, 2021 - 09:13 AEDT

Identified

We are monitoring the impact of the recent Let's Encrypt change.

If you are impacted by this update as a temporary work-around please use one of the following options:

Log into Webmail.
Please see the following guide- > https://www.web24.com.au/tutorials/how-to-login-to-webmail

- OR -

Update your email program to the following alternate ports for IMAP and POP which can be found below.
Non-SSL IMAP (Incoming) : 143
Non-SSL POP (Incoming) : 110
Non-SSL SMTP (Outgoing) : 587

Posted Oct 01, 2021 - 10:12 AEST

Investigating

On September 30 2021, Let's Encrypt updated their ROOT certificate.

The ROOT certificate is responsible for issuing SSL Certificates by Let's Encrypt.

This change has caused the older ROOT certificate (DST Root CA X3) to no longer be accepted, this has been replaced with ISRG Root X1.

Some Email programs may still be referencing the older Root Certificate being (DST Root CA X3) and causing the mail clients NOT to validate the SSL SMTP and IMAP connections. This may be an issue with older devices that are not compatible with the new ROOT certificate.

For the full press release from Let's Encrypt please see the link below.
https://letsencrypt.org/docs/dst-root-ca-x3-expiration-september-2021/

As a temporary work-around please use these alternate ports for IMAP and POP which can be found below.
Non-SSL IMAP (Incoming) : 143
Non-SSL POP (Incoming) : 110
Non-SSL SMTP (Outgoing) : 587

Posted Oct 01, 2021 - 08:28 AEST

This incident affected: Web Hosting Plesk, Reseller Hosting Plesk, Web Hosting cPanel, and Reseller Hosting cPanel.