Answers to frequent questions

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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 https://blogs.zoho.com/service-updates and we’re also posting on our @Zoho Twitter handle.

2. How are you planning to mitigate this attack?

Our network and infrastructure teams have been working – 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:

  1. Login to your domain manager, forward the root domain (yourdomain.com) to www.yourdomain.com using the domain forwarding option
  2. If you’ve already added an A Record that is pointing to 74.201.154.208, remove it
  3. Make sure you’ve added a CNAME Record with host name www, pointing to zhs.zohosites.com
  4. 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 support@zohosites.com.

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.

IP addresses may be changed for a number of valid reasons. One of them is security, so the specific IP addresses do not become targets for cyber criminals. When IP addresses change, your MX record will now point to a nonexistent server and your mail will no longer work. Zoho changed its IP addresses this week (I wonder why?), so this could be impacting your email.

This issue is easily solved by using a DNS mail server name (that represents the Zoho mail server, whatever be its IP address) in your MX record. This will automatically be resolved to the right address for you. Please update your MX record as below:

mx.yourdomain.com mx.zoho.com 10
mx2.yourdomain.com mx2.zoho.com 20

Look up https://www.zoho.com/mail/help/adminconsole/configure-email-delivery.html to see exactly how the table will look like.

Servicios de Zoho blanco de ataque cibernetico

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Estimados Clientes y Usuarios,

Zoho ha sido blancode un ataque criminal cibernetico a nuestra red de conectividad. Este ataqué es llamado DDoS (ataque distribuido de coneccion a redes, por sus siglas en ingles). Este comenzó a las 8:15am hora del Pacífico en Noviembre 4, 2015 y ha continuado desde entonces intermitentemente.

El objetivo principal de este ciberataque es el negar el acceso a todos los servicios de Zoho nuestros clientes al sobresaturar nuestros servidores con tráfico ilegítimo.  El ataque ha sido acompañado de amenazas e intentos de chantajes de extorsión – que nos exigen entregar dinero para prevenir que los ataques continúen.

El ataque está enfocado en negar el acceso ya que su blanco principal es la conección de red de nuestros servidores. La información de nuestros clientes se encuentra segura y sin peligro de ser accesada en estos ciberataques. Todos los datos de nuestros clientes se encuentran seguros. Solamente y desafortunadamente, el problema con estos ataques se encuentra en una negacion de acceso en ciertos momentos. Esto es como en el caso de una cuenta bancaria: uno no puede accesar al banco cuando un grupo de personas se encuentran bloqueando la entrada al banco. Su dinero esta seguro adentro, pero no puede tener acceso a él hasta que la gente se haya movido y quede desbloqueada la entrada.

Compañías como nosotros, que por muchos anos hemos ofecido servicios con acceso por internet, sabemos que podemos ser blanco de estos ataques y nos preparamos para los mismos. Sin embargo, estos ataques se han vuelto cada vez peores y mas sofisticados. De hecho, esta misma semana han sido victimas de ataques otros proveedores de servicios en linea como ProtonMail y Runbox. Este mismo año otras companias, incluyendo bancos y otras grandes empresas de negocios en linea, han sido víctimas de ataques similares.

Les podemos asegurar que estamos trabajando sin descanso, con proveedores de servicios, expertos y demás para solucionar este problema y para continuamemte mejorar nuestras defensas ante estos ataques. Tambien hemos contactado las autoridades correspondientes. No existe una “varita magica” que solucione este problema y tenemos que trabajar enfocados y con los mejores expertos en el área para poder detener estos ataques. Sabemos que estos ataques van a continuar, pero también sabemos  que nosotros vamos a triunfar sobre ellos.

Mientras logramos detener estos ciberataques contra Zoho, ustedes van a ser los que más sufren al no poder accesar con certeza a nuestros servidores. Estamos conscientes de esto y les extendemos nuestras mas sinceras disculpas. Lo mas dificil de todo esto es que no podemos determinar con precisión cuando va a volver todo a la normalidad. Simplemente no podemos saber. Pero les pedimos paciencia de antemano, sabiendo que cuentan con nosotros para manejar su negocio y para servir a sus propios clientes. Sentimos mucho este inconveniente.

Les pedimos su confianza y su respaldo mientras resolvemos este ataque. No podemos ceder ante estos criminales y ayudarlos a que lleven a cabo otros ataques ciberneticos. Gracias de nuevo por depositar su confianza en nosotros.

Nuestra pagina de status muestra los servicios que estan disponibles en un momento dado y seguiremos comunicandonos por este blog y a traves de Twitter (@zoho).

Recent Service Disruptions

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We have been facing an on-and-off surge in network traffic that is causing these service disruptions. It is a denial of service attack, and we are working with our service providers to mitigate it.

As we work through these, we are also putting in place stronger measures so that we can withstand serious attacks in future.

We sincerely apologize for these service disruptions. Our own business relies on Zoho so we know how painful these disruptions can be. We want to assure you that we are working on both short term and long term steps to handle these attacks.

Zoho Inventory: An Inside Look at Our UI/UX Design Process

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Zoho Inventory UX Design Process

We recently launched Zoho Inventory, our inventory and order management solution.

We’re definitely learning a lot as we expand our suite of products. Our goal is to not only ensure that each product is fantastic to use, but also to make the experience consistent across products. This is important because our products are designed from the ground up to work together and to be used with each other.

Let’s see how we accomplished this for Zoho Inventory.

A unified, consistent experience across products.

In my previous article about how we redesigned Zoho Books, our online accounting solution, I talked about how we improved the overall UX through lots of experimentation and learning.

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DELUGE: The programming language for non-programmers.

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Say goodbye to complicated programming languages and hello to Deluge. The intuitive drag-and-drop interface of Zoho Creator makes building an application from scratch easier than it sounds. But we recognize that there may be times when you would like to make your application capable of completing more complex business processes by adding more functions and logic. And that’s when Deluge comes into play.

The beauty of Deluge is that it keeps the user far away from what’s happening “under the hood.” Think about the computer that you use every day for your work. Although you might use it for different purposes like sending emails, creating business reports and listening to music, you perform these actions without having any knowledge of the lower-level details that make the machine run. Similarly, Deluge lets you speak the language of your business; create workflows and perform your tasks in an easy and quick way. All you have to do is drag and drop the task and perform the required action.

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The best way to learn something new is to get some hands-on experience with it. Introducing Deluge tutorials, a step by step walkthrough that will make learning extremely simple. With the help of the illustrated examples and the auto-complete, you’ll learn the essentials of Deluge, from the fundamentals to advanced concepts. Try our Deluge tutorials today and share your learning experience with us.

Dear Zoho. Thank you for the redesign.

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A few weeks ago we opened up the brand new version of Zoho Mail for preview. Since then, we’ve had a whirlwind of messages flooding our inboxes with feedback, suggestions, congratulations, and even some disapproval. First, thank you all so much for taking the time to write to us.

Before I delve further into the details of this update, let me tell you why we’ve spent years developing this latest edition. What was the problem in the first place?

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