Microsoft Office 365 Email Access Issues

May 18, 2020 8:41 a.m.
Outage category: 
Applications
Location: 
All Campuses
Status: 
Open
Resolved alert: 
04/21/2020 6:49 am

At the time we placed the alert MS was reporting that it could impact any user of OWA (Outlook on the Web). In their final report they stated it only impacted OWA users whose tenants did not have a custom theme configured.

Initial symptoms: 

Users experienced problems accessing their email using OWA (Outlook on the Web) and received 500 error messages.

Duration: 
04/20/2020 8:41 pm - 04/21/2020 6:49 am
Impact to Mason: 

Users may have experienced problems accessing their email using OWA (Outlook on the Web) and received 500 error messages.

Affected Services: 
Microsoft 365 Apps for Enterprise
ROOT CAUSE ANALYSIS
Cause: 

A service update intended to improve the user interface inadvertently contained a code issue that prevented some users from accessing their mailbox via Outlook on the web.

Resolution: 

Roll back/correct service update

Prevention: 

Additional monitoring and alerting systems for specific requests from Outlook on the web to the UX service, to identify issues quickly so that preventative actions can be taken sooner.

STATISTICS
Service Team: 
CCSENG