Resolved after 1 hour 46 minutes, affecting Capture (Europe) and Capture (US), on August 17, 2026.
### Incident summary On 17 August 2026, a subset of incoming emails routed through Capture EU experienced processing delays. This also affected some US customers whose traffic is served from Europe. The issue affected messages that require an email service recipient lookup to identify the original recipient. Messages configured using Capture's recommended forwarding method were not dependent on this lookup and were not affected. ### Customer impact Some incoming emails remained in a pending state or entered a failure state while the recipient lookup was unavailable. ~50% of email input volume during the incident window was identified in the affected states. The affected email volume was a subset of all email inputs, not a loss of all incoming email processing. No data loss was identified. Once processing was restored, the backlog was processed and email processing returned to normal. ### Root cause The incident was caused by a failure in the email service recipient lookup path in Capture EU. The underlying provider-side cause could not be conclusively confirmed from the available evidence, so we are not attributing it to a specific provider fault in this report. ### Resolution and prevention Email processing was restored, and the accumulated backlog was fully processed on the same day. We are reviewing the email service integration and adding monitoring for recipient lookup failures so that a similar condition can be detected and addressed sooner. For the recommended forwarding configuration, Capture receives the original recipient directly and does not need the recipient lookup. Customers using an alternative forwarding configuration should follow the guidance in [Email forwarding in Office 365](https://success.medius.com/documentation/capture/user_guide/email_forwarding_in_Office_365/#automatic-email-forwarding).
Affected components
Update timeline
- investigating Aug 17, 2026, 02:15 PM UTC
We are currently experiencing an issue affecting the processing of a subset of incoming emails in Capture. This may cause delays in some invoices appearing in the inbox. Our team is actively investigating.
- investigating Aug 17, 2026, 02:42 PM UTC
Processing of emails has been restored. We are now processing the backlog.
- resolved Aug 17, 2026, 04:02 PM UTC
The backlog has been fully processed. Email processing remains fully operational.
- postmortem Sep 16, 2026, 12:42 PM UTC
### Incident summary On 17 August 2026, a subset of incoming emails routed through Capture EU experienced processing delays. This also affected some US customers whose traffic is served from Europe. The issue affected messages that require an email service recipient lookup to identify the original recipient. Messages configured using Capture's recommended forwarding method were not dependent on this lookup and were not affected. ### Customer impact Some incoming emails remained in a pending state or entered a failure state while the recipient lookup was unavailable. ~50% of email input volume during the incident window was identified in the affected states. The affected email volume was a subset of all email inputs, not a loss of all incoming email processing. No data loss was identified. Once processing was restored, the backlog was processed and email processing returned to normal. ### Root cause The incident was caused by a failure in the email service recipient lookup path in Capture EU. The underlying provider-side cause could not be conclusively confirmed from the available evidence, so we are not attributing it to a specific provider fault in this report. ### Resolution and prevention Email processing was restored, and the accumulated backlog was fully processed on the same day. We are reviewing the email service integration and adding monitoring for recipient lookup failures so that a similar condition can be detected and addressed sooner. For the recommended forwarding configuration, Capture receives the original recipient directly and does not need the recipient lookup. Customers using an alternative forwarding configuration should follow the guidance in [Email forwarding in Office 365](https://success.medius.com/documentation/capture/user_guide/email_forwarding_in_Office_365/#automatic-email-forwarding).
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