Some users may have been unable to access apps in Microsoft 365 for the web
Issue ID: OO953223
Affected services: Microsoft 365 for the web
Status: Service restored
Issue type: Incident
Start time: Dec 10, 2024, 6:09 AM GMT+5:30
End time: Dec 10, 2024, 7:30 PM GMT+5:30
User impact:
Users may have been unable to access apps in Microsoft 365 for the web.
More info:
Users may have seen the following message when viewing or accessing their Microsoft 365 apps using a web browser:
"We're experiencing a service outage. All of your open files have been saved. It may be some time before the outage is resolved."
As a workaround, users may have been able to access their Microsoft 365 desktop applications and documents via the desktop applications.
Scope of impact:
Impact was specific to some users, who were served through the affected infrastructure, attempting to access apps in Microsoft 365 for the web.
Root cause:
A recent service change inadvertently introduced an issue with identifying the token expiry time causing authentication requests to fail.
Next steps:
Microsoft teams currently reviewing the update procedures to better identify similar issues during our development and testing cycles.
We'll provide a preliminary Post-Incident Report within two business days and a final Post-Incident Report within five business days.
Current status:
Dec 10, 2024, 7:57 PM GMT+5:30
We’ve confirmed after a period of monitoring service telemetry that the issue is now resolved.
History of updates:
Dec 10, 2024, 7:25 PM GMT+5:30
Dec 10, 2024, 6:40 PM GMT+5:30
MS team disabled proactive caching to provide some relief. In parallel, we've tested and deployed a fix, which we believe will remediate impact. We anticipate that the fix will take approximately two hours to complete.
Dec 10, 2024, 6:05 PM GMT+5:30
Dec 10, 2024, 5:23 PM GMT+5:30
MS team focusing our investigation on token generation within our authentication infrastructure. In parallel, we’re reviewing recent changes to determine the root cause.
Dec 10, 2024, 4:36 PM GMT+5:30
MS team continuing our analysis of service telemetry to determine our next steps.
Dec 10, 2024, 3:42 PM GMT+5:30
MS team reviewing service monitoring telemetry to isolate the root cause and develop a remediation plan.