Microsoft/Office 365 Customers Resolved
Priority - Medium Affecting Other - Microsoft 365

Microsoft has reported the following incident, This is only effecting Microsoft/Office 365 customers

 

Incident information

Title: Can't access Outlook or Outlook on the web

Status

Service Degradation

Details

Title: Can't access Outlook or Outlook on the web

User Impact: Users may be unable to access the Outlook client or Outlook on the web.

Current status: We're gathering diagnostic data to help us determine the root cause of impact. 

Scope of impact: Impact is specific to users who are served through the affected infrastructure.

 

UPDATE 1


Incident information

Title: Some users can't access the Outlook client or Outlook on the web

 

Status

Service Restored

 

Details

 

Title: Some users can't access the Outlook client or Outlook on the web

User Impact: A very small number of users may have been unable to access the Outlook client or Outlook on the web.

Current status: We've investigated a problem with the Exchange Online service and have confirmed that service is now restored. We're reviewing system telemetry to confirm that this was a monitoring issue and there was no user impact. We'll provide additional information in the closure summary.

 

Sales & Support Phone Lines Resolved
Priority - High Affecting Other - Phone Lines

We are currently experiencing issues with our sales and support phone lines, we are looking at this as a matter of urgency and if you need to contact us please open a ticket via your online portal
 
Apologies for the inconvenience caused

 

Outlook Searching Error Resolved
Priority - Low Affecting Other - Outlook/Non SMS

Microsoft is currently working on an issue which is effecting searching in Outlook, users are seeing the following error below when performing a search

"It looks like there's a problem with your internet connection, let's look on your computer instead"

Searching does seem to work fine via Webmail

We have no ETA on when Microsoft will resolve this issue but they have provided us with the following update

Status:

Service degradation

User impact:

Users may experience search failures in the Outlook desktop client.

Latest message:

Title: Many users will see searches failing in the Outlook desktop client User Impact: Users may experience search failures in the Outlook desktop client.

More info: 

Users' searches will default to a local search, they will be unable to search the Exchange Online service. This issue is only affecting on-premises users using non-Modern authentication. Users who have access to Outlook on the web may be able to use that protocol as an alternative method to search the service.

Current status:

We've determined that an issue in the authentication process is misrouting search requests, causing some requests to fail. We're developing a fix and will run it in our test environment to ensure it doesn't cause any further issues. Once we've validated in our test environment, we'll begin the deployment to the affected infrastructure.

Scope of impact:

This issue may potentially affect any of your users attempting to search in their Outlook desktop clients.

Root cause:

An issue in the authentication process is misrouting search requests, causing some requests to fail.

Exchange 2013 Searching Resolved
Priority - Medium Affecting Server - HostingExchangeSrv

Exchange 2013 platform is still experiencing issues searching via outlook and webmail for a limited number of customers, our engineers are currently working on a resolution if you are seeing this issue please open a support ticket with our support team https://portal.simplyms.com/myaccount/submitticket.php and we will escalate it for you

We do apologies for this inconvenience

UPDATE - 15:00

If you are unable to search via webmail and Outlook please open a support ticekt with our support team and we will escalate this to our engineers

Microsoft Outlook Update Resolved
Priority - Medium Affecting System - Outlook/Office 365

Microsoft is investigating whether a recently deployed update could be the source of this issue. As a workaround, users can utilize Outlook on the web or their mobile clients.

We're rolling out a fix for this issue, and we expect the mitigation to reach all customers over the next few hours.

We've completed the fix rollout and confirmed via internal monitoring the service has recovered. Please note, users may need to restart the Outlook client to enable the fix

For latest updates on this please visit https://twitter.com/MSFT365Status/

UPDATE - 15:00

Microsoft have completed the fix rollout and confirmed via internal monitoring the service has recovered. Please note, users may need to restart the Outlook client to enable the fix

Hosted Exchange 2013 Connectivity Resolved
Priority - High Affecting Server - HostingExchangeSrv

We are currently aware of an outage for some customers on our exchange 2013 platform, our engineers are currently looking into it as a matter of urgency.

We will update this status page with further updates as soon as possible

We apologise for the inconvenience caused during this time

UPDATE - 19:30

Our engineers are still working on the outage reported this morning, an update will follow as soon as possible

Once again We apologise for the inconvenience caused during this time

UPDATE - 21:30

Our engineers are still working on the issue with exchange 2013, access to mailboxes should now be back again for the majority of our customers, we are closely monitoring this, further updates to follow

We apologies for the inconvenience which has been caused

UPDATE - 23:00

Our engineers are still working on the issue with exchange 2013, we are getting reports from some customer's that they can access their mailboxes again, we are closely monitoring this, further updates to follow

We apologies for the inconvenience which has been caused

UPDATE - 01:20

Our engineers are working on the 2013 platform, you should now be able to access your mailbox via https://exchange.mse2010.com/ we are closely monitoring the system.

Thank you for your cooperation during this time and our apologies for the inconvenience which has been caused

UPDATE - 07:40

Our engineers have identified a small number of customers on exchange 2013 who still may not be able to connect, this is being investigated and we will update you as soon as possible

Apologies for the inconvenience caused

UPDATE - 12:05

Our engineers are still working on a number of customers that are still unable to connect or access their mailboxes, we are working on getting this resolved as soon as possible and further updates will follow

Apologies for the inconvenience caused

UPDATE - 15:50

Our engineers are still working on a number of customers who are still experiencing connectivity issues, we are working on getting this resolved as soon as possible

Apologies for the inconvenience caused

UPDATE - 18:37

Our engineers are still working on exchange 2013 the majority of users should now be able to connect, please check webmail if you are still seeing issues https://exchange.mse2010.com

We are continuing to monitor 2013 and will provide further updates as soon as possible

UPDATE - 22:00

The majority of customers on 2013 will now their service restored, there are still a small number of customers who will still be seeing issues, we are still working on as a matter as a priority and will provide an update as soon as possible

Apologies for the inconvenience caused

UPDATE - 00:30

All mailbox should now be accessible our engineers are still working on 2013 and will continue to monitor the service overnight, should you need to contact our support team please open a ticket https://support.simplyms.com and we will get back to you as soon as possible

UPDATE - 09:08

We are continuing to monitor 2013 for ongoing issues we will update you as soon as possible Apologies for the inconvenience caused

UPDATE - 11:28

If you are experiencing connectivity issues with Outlook and POP/IMAP we are aware of this and our engineers are working on this now, please use webmail in the meantime https://exchange.mse2010.com There is currently long waiting times for our support team 

Please open a support ticket via your online portal and one of the team will come back to you as soon as possible https://support.simplyms.com 

We apologies for the inconvenience caused

UPDATE - 15:40

We are still seeing some customers having issues getting Outlook and POP/IMAP to connect, we are still working on this as a matter of urgency and will provide a resolution as soon as possible please use webmail in the meantime https://exchange.mse2010.com

UPDATE - 21:57

2013 customers should now be able to connect and access their mailboxes however if you are still seeing any issues please open a support ticket https://support.simplyms.com with our support team

Our engineers are working on a small number of mailboxes seeing some issues

Apologies for the inconvenience caused over the last few days with accessing your services with us

UPDATE - 10:30

Our engineers are continuing to monitor the exchange 2013 platform and they are still working on a small number of mailboxes seeing some issues, we will continue to provide an update when they are available

UPDATE - 23:30

All connectivity issues are now resolved on 2013, We are still restoring several mailboxes we currently have no ETA as to when this will be completed but we are working as fast as we can to speed this up

UPDATE - 15:00

All connectivity issues are now resolved if you are still seeing an issue please contact our support team

Technical Support Phone Lines Resolved
Priority - High Affecting Other - Phone Lines

We are receiving high volumes of calls to our support desk expect long delays, if this is not urgent please open a support ticket via our support site support.simplyms.com

We apologies for the inconvenience caused

Microsoft/Office 365 Can't access email Resolved
Priority - High Affecting System - Exchange Online

User Impact
 
Users may be unable to connect to the Exchange Online service when using the Outlook client.

Current status
 
We're reviewing service monitoring telemetry to isolate the source of the issue and establish a fix.

Scope of impact
 
Impact is specific to users who are served through the affected infrastructure in Great Britain.
 
Updates to follow

Scheduled Maintenance Resolved
Priority - High Affecting System - All Services

Our Network Operation Team will be carrying out important maintenance to our infrastructure on:

Friday 26th at 19:00 to 09:00 Saturday 27th June

During this time you may see service interruption and loss of connectivity at any point throughout this maintenance window.

Once the work is complete, your service will resume and we will update this status page.

Please accept our sincere apologies for the short notice and any inconvenience this may cause.

SMS Technical Support Team

Scheduled maintenance work completed Resolved
Priority - High Affecting Other - Scheduled maintenance work completed

Scheduled maintenance work completed

The work has now been completed and your systems should be connected

There may be some delays to overnight emails but they should be delivered very soon

Thank you for your kind patience this evening

Scheduled Maintenance Resolved
Priority - Medium Affecting Server - HostingExchangeSrv

Server patching and hotfix:

 

  • Exchange server update
  • Security Hotfix KB4536988 

Please note not all customers will be affected during this time but some may see intermittent connection issues whilst the maintenance is being carried out
 
 

Mobile Phone Connectivity Resolved
Priority - Medium Affecting Other - Active Sync

We have received reports from some customers they are experiencing issues connecting to email over there mobile network, connecting to Wifi will resolve this issue, we are investigating as to why this is occurring

This is only affecting mobile phones, if you are seeing this on Windows/Mac please contact our support team via you online portal - https://portal.simplyms.com/

 

 

Scheduled Maintenance Resolved
Priority - Medium Affecting System - Hosted Exchange

We will be carrying our essentials maintenance on Friday 29th November from the hours of 19:00-21:00.

During this time mailboxes on hosted exchange 2010 and 2013 may be unavailable during server restarts.

Any connectivity issues you may experience will resolve themselves in due course.

 

FutureSpam Portal Resolved
Priority - Medium Affecting Other - FutureSpam & UltraVault

UPDATE: This issue is now resolved apologies for any inconvenience caused

We have reports of customers having issues connecting to our FutureSpam & UltraVault Flash Portal - Our supplier is investigating this issue and further updates are to follow

The new HTML5 version of the portal is unaffected and can be accessed using the same login details here https://portal.futurespam.com/

Connectivity Issues Resolved
Priority - High Affecting Other - Hosted Exchange/OWA

UPDATE^ BT now confirmed that there was a BT “backbone” infrastructure failure: Traffic has been diverted around this issue and we have
reports of service recoveries

We've had customers saying they can't connect to us. It's not us with the problem. BT are having issues with internet - 1,075 reports to them in last half hour - https://downdetector.co.uk/status/bt-british-telecom/