{"id":25694,"date":"2026-09-22T13:42:24","date_gmt":"2026-09-22T13:42:24","guid":{"rendered":"https:\/\/www.mailgun.com\/blog\/panne-api-mailgun-post-mortem-aout-2016\/"},"modified":"2026-09-22T13:42:24","modified_gmt":"2026-09-22T13:42:24","slug":"panne-api-mailgun-post-mortem-aout-2016","status":"publish","type":"blog","link":"https:\/\/www.mailgun.com\/fr\/blog\/product\/panne-api-mailgun-post-mortem-aout-2016\/","title":{"rendered":"Panne de l&rsquo;API de Mailgun\u00a0: post-mortem d&rsquo;ao\u00fbt 2016"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Cet article a \u00e9t\u00e9 initialement publi\u00e9 le 12 ao\u00fbt 2016.<\/strong><\/p>\n\n\n\r\n    <nav data-content-type=\"longform\" class=\"toc-block longform-spacings px-5 py-6 px-md-6 px-lg-7 py-md-7 bg-light fs-sm rounded-lg\" aria-labelledby=\"toc-title-7333\"><p class=\"h5 m-0\" id=\"toc-title-7333\">Table des mati\u00e8res<\/p><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">01<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#resume\">R\u00e9sum\u00e9<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">02<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#details\">D\u00e9tails<\/a><\/div><\/div><div class=\"d-flex mt-3\"><div class=\"w-auto fw-bold text-accent d-flex me-2\">03<\/div><div class=\"d-flex flex-column\"><a class=\"fw-bold scrollme link-body-color text-accent\" href=\"#actions-et-lecons-tirees\">Actions et le\u00e7ons tir\u00e9es<\/a><\/div><\/div><\/nav>\n\n\n<h2 class=\"wp-block-heading\">R\u00e9sum\u00e9<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le 4 ao\u00fbt \u00e0 22 h 20 UTC, Mailgun a \u00e9t\u00e9 alert\u00e9 de nombreux rapports d&rsquo;\u00e9chec de r\u00e9solution DNS pour notre nom de domaine mailgun.net, qui est le nom de domaine principal que nous utilisons pour notre API. En commen\u00e7ant nos recherches, nous avons d\u00e9couvert que notre domaine avait \u00e9t\u00e9 plac\u00e9 sous le statut \u00ab\u00a0client hold\u00a0\u00bb par notre bureau d&rsquo;enregistrement de noms de domaine, Dynadot.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00c0 22 h 47 environ, Dynadot a r\u00e9activ\u00e9 le domaine et nous avons commenc\u00e9 \u00e0 constater une augmentation du trafic vers notre domaine api.mailgun.net. Les niveaux de trafic n&rsquo;ont pas atteint les seuils normaux avant 23 h 17 en raison du cache n\u00e9gatif des enregistrements DNS.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9tails<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Une fois notre \u00e9quipe alert\u00e9e du probl\u00e8me \u00e0 22 h 20 UTC, nous avons commenc\u00e9 le d\u00e9pannage en confirmant que nos serveurs de noms faisant autorit\u00e9 r\u00e9pondaient toujours correctement aux requ\u00eates DNS. Nous avons confirm\u00e9 que notre infrastructure DNS backend \u00e9tait \u00e0 la fois fonctionnelle et correctement configur\u00e9e, puis nous avons commenc\u00e9 \u00e0 examiner la configuration de notre domaine avec notre bureau d&rsquo;enregistrement, Dynadot.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nous avons d\u00e9couvert que notre domaine avait \u00e9t\u00e9 plac\u00e9 sous le statut \u00ab\u00a0client hold\u00a0\u00bb, ce qui emp\u00eache la r\u00e9solution DNS normale. Il n&rsquo;y a eu aucune communication r\u00e9cente, ni au pr\u00e9alable ni juste avant que Dynadot ne prenne cette action punitive contre notre domaine.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Notre \u00e9quipe d&rsquo;ing\u00e9nierie a imm\u00e9diatement tent\u00e9 de contacter le support de Dynadot par le biais de leur syst\u00e8me t\u00e9l\u00e9phonique et de leur support par chat en direct. Pendant toute la dur\u00e9e de cet incident, nous n&rsquo;avons pas pu joindre leur \u00e9quipe de support technique par t\u00e9l\u00e9phone. Un message pr\u00e9enregistr\u00e9 informait l&rsquo;appelant que tous leurs agents de support \u00e9taient occup\u00e9s et qu&rsquo;il fallait essayer d&rsquo;appeler plus tard. Nous avons r\u00e9ussi \u00e0 joindre un agent via leur syst\u00e8me de chat, qui nous a inform\u00e9s qu&rsquo;ils ne pouvaient pas r\u00e9soudre le probl\u00e8me et que, pour lever le blocage, nous devions envoyer un e-mail \u00e0 leur \u00e9quipe de support. L&rsquo;agent de support a insist\u00e9 sur le fait que ce serait le seul moyen disponible pour nous de r\u00e9soudre le probl\u00e8me. Pendant ce temps, nous avons \u00e9galement demand\u00e9 \u00e0 \u00eatre appel\u00e9s par un manager et avons tent\u00e9 de faire remonter le probl\u00e8me, mais aucune option suppl\u00e9mentaire pour le r\u00e9soudre ne nous a \u00e9t\u00e9 propos\u00e9e.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00c0 22 h 37, nous avons envoy\u00e9 un e-mail \u00e0 leur \u00e9quipe de support et notre domaine a \u00e9t\u00e9 r\u00e9activ\u00e9 environ dix minutes plus tard, \u00e0 22 h 47. Bien que le domaine ait \u00e9t\u00e9 r\u00e9activ\u00e9, nous n&rsquo;avons re\u00e7u aucune autre communication de Dynadot avant le vendredi \u00e0 00 h 12 UTC, indiquant que le domaine avait \u00e9t\u00e9 d\u00e9sactiv\u00e9 suite \u00e0 des plaintes pour spam, sans toutefois recevoir la moindre information correspondante pour \u00e9tayer cette affirmation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nous avons demand\u00e9 \u00e0 ce que ce probl\u00e8me soit remont\u00e9 \u00e0 un membre de leur \u00e9quipe de direction et \u00e0 recevoir des d\u00e9tails sur les plaintes re\u00e7ues. Nous n&rsquo;avons re\u00e7u aucun d\u00e9tail suppl\u00e9mentaire et, jusqu&rsquo;\u00e0 pr\u00e9sent, nous n&rsquo;avons parl\u00e9 \u00e0 personne de leur \u00e9quipe de direction \u00e0 propos de cet incident.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Actions et le\u00e7ons tir\u00e9es<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Notre relation avec Dynadot existe depuis 2010, ce qui pr\u00e9c\u00e8de l&rsquo;acquisition de Mailgun par Rackspace. Bien que nous ayons historiquement eu peu de probl\u00e8mes dans la gestion de nos domaines, cet incident, et surtout l&rsquo;incapacit\u00e9 d&rsquo;obtenir des retours rapides de la part de Dynadot, ont rendu n\u00e9cessaire un changement de fournisseurs de services. \u00c0 ce jour, nous avons termin\u00e9 la transition vers le service d&rsquo;enregistrement de domaines d&rsquo;entreprise de Rackspace. Ils fournissent un service en continu et contribueront \u00e0 garantir que des probl\u00e8mes similaires ne se reproduisent plus. Bien que nous ayons transf\u00e9r\u00e9 notre relation commerciale, nous restons ouverts aux discussions avec Dynadot \u00e0 propos de ce probl\u00e8me, dans l&rsquo;espoir que leurs politiques et proc\u00e9dures puissent \u00eatre mises \u00e0 jour afin d&rsquo;\u00e9viter de causer des probl\u00e8mes \u00e0 d&rsquo;autres clients l\u00e9gitimes \u00e0 l&rsquo;avenir.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un bref aper\u00e7u de la panne de l&rsquo;API survenue en ao\u00fbt 2016. En savoir plus&#8230;<\/p>\n","protected":false},"author":31,"featured_media":4555,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"blog_category":[22],"class_list":["post-25694","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-product"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Panne de l&#039;API de Mailgun \u2013 post-mortem d&#039;ao\u00fbt 2016 - Transactional Email API Service For Developers | Mailgun<\/title>\n<meta name=\"description\" content=\"Un bref aper\u00e7u de la panne de l&#039;API survenue en ao\u00fbt 2016. 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