Resolved -
Microsoft was experiencing an issue with users unable to access email on IOS native mail app. The issue is now resolved. We appreciate your patience.
Tracking Number: EX1021490
Mar 18, 12:07 UTC
Monitoring -
Final Update from Microsoft:
Microsoft confirmed after monitoring service health telemetry that errors associated with impact have reduced to pre-impact thresholds as of Saturday, March 15, 2025 at 9:00 AM CDT
. This confirms that the majority of users are no longer affected by this event and that additional remediation efforts within the Microsoft-managed environment aren't required. As previously mentioned, users whose impact persists should follow the steps outlined in the "More info" of this communication to remediate impact.
More Info:
Users may have been able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact. If users weren't prompted but were still experiencing impact, they may have followed the steps in the following link:
https://support.microsoft.com/en-us/office/reconnecting-your-microsoft-365-account-to-apple-mail-83df246e-34d2-4dbb-8e37-23a90c13e16e
The problem was specific to the native mail app on iOS devices. Microsoft Outlook for mobile was not affected and could have been used without issue.
Impacted users were encouraged to file a support ticket with Apple to provide valuable logging information to assist with our continued joint investigation with Apple into the source of impact.
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Microsoft will continue partnering with Apple to gain root cause insights, though this is a best-effort as the underlying issue didn’t reside within the Microsoft-managed environment.
- Follow the steps outlined in the “More info” of this communication in the event you’re still affected.
Mar 17, 19:50 UTC
Update -
Update from Microsoft:
After monitoring telemetry, Microsoft confirmed that as affected users continue taking the actions outlined in the "More Info" section of this communication, errors associated with impact are reducing and thus additional remediation efforts within the Microsoft-managed environment aren’t required. Microsoft is continuing to monitor telemetry to ensure that errors and the number of affected users decreases to pre-event levels.
As previously mentioned, please follow the steps outlined in the "More info" of this communication to remediate impact.
More info:
Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact. If users aren't prompted but are still experiencing impact, please follow the steps in the following link:
https://support.microsoft.com/en-us/office/reconnecting-your-microsoft-365-account-to-apple-mail-83df246e-34d2-4dbb-8e37-23a90c13e16e
The problem is specific to the native mail app on iOS devices. Microsoft Outlook for mobile is not affected and can be used without issue.
Impacted users are encouraged file a support ticket with Apple to provide valuable logging information to assist with Microsoft continued joint investigation with Apple into the source of impact.
Mar 13, 20:41 UTC
Update -
Update from Microsoft:
While Microsoft continue to communicate with the third-party organization to isolate the source of impact, their telemetry indicates that the impact is receding as the affected users use the actions outlined in the article listed in the "More Info" section. We're monitoring the telemetry to ensure that the impact continues to decrease.
More info:
Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact. If users aren't prompted but are still experiencing impact, please follow the steps in the following link:
https://support.microsoft.com/en-us/office/reconnecting-your-microsoft-365-account-to-apple-mail-83df246e-34d2-4dbb-8e37-23a90c13e16e
Mar 10, 21:17 UTC
Update -
Update from Microsoft:
Microsoft's joint investigation with the third-party is progressing, though it's taking an extended period of time due to the complexity of the issue. Microsoft will provide an update on the status of the investigation, including their findings if pertinent, by the next scheduled update.
Next update by:
Monday, March 10, 2025 at 3:00 PM CDT
Mar 10, 12:40 UTC
Update -
Update from Microsoft:
Microsoft is continuing their investigation with the third-party as they isolate the source for this event. Once the root cause is understood, they will continue this collaboration toward a solution for this issue.
Mar 7, 13:05 UTC
Update -
Update from Microsoft:
Microsoft collaboration efforts with the third-party are progressing as they continue to collect and analyze logs from affected users. Microsoft fully understand the significant impact this incident has had on those affected and are treating this matter with the utmost priority and consideration.
Mar 6, 02:54 UTC
Update -
Update from Microsoft:
Microsoft is continuing to collaborate and investigate this issue with their third-party partner, along with collecting logs from a subset of affected users, to better understand the underlying root cause. This will help them determine what steps they can take to resolve the impact as swiftly as possible for affected users.
Mar 5, 23:54 UTC
Update -
Update from Microsoft:
Microsoft is collaborating with their third-party partner and collecting logs from a subset of affected users to help them determine their next troubleshooting steps for remediating the impact.
Mar 5, 19:49 UTC
Update -
Update from Microsoft:
After monitoring the affected infrastructure, we've determined that reverting the aforementioned update was not a viable mitigation strategy. We're now in the process of gather logs from a subset of affected users to refine our understanding of impact and formulate our remediation strategy.
Mar 5, 13:09 UTC
Update -
Update from Microsoft:
We're continuing to assess if the aforementioned update we reverted was responsible for impact, while simultaneously exploring other potential causes for this event.
Mar 4, 22:30 UTC
Update -
Update from Microsoft:
We've reverted a standard service update that we anticipate is resulting in impact. We're reaching out to a subset of affected users to gather a reproduction of impact, which will help validate that the issue is mitigated after the aforementioned change to the affected infrastructure.
Mar 4, 13:00 UTC
Update -
Update from Microsoft:
Our investigation into the authentication failures has so far revealed that there is an issue with the authentication tokens being sent from the iOS native mail app. We're continuing to investigate and determine the next steps to troubleshoot the issue.
Mar 3, 20:31 UTC
Update -
Update from Microsoft:
- Our analysis of the diagnostics logs has identified authentication failures, which we're continuing to investigate so that we can isolate the source of the impact.
Mar 3, 17:59 UTC
Update -
Update from Microsoft:
We're progressing with our review of the aforementioned diagnostic logs to isolate the root cause and confirm our next steps. In parallel, we've received additional feedback from some affected users' Support resources that the steps provided in the "More info" section have successfully alleviated the issue in the short-term.
- More info
Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact.
Additionally, some users may be able to bypass the prompt to sign-in by clicking "edit settings" and then entering into the app.
Mar 3, 15:46 UTC
Update -
Microsoft reporting next update by : Monday, March 3, 2025 at 10:00 AM CST
Mar 3, 14:09 UTC
Investigating -
Microsoft is currently experiencing an issue with users accessing Exchange on the IOS Native Mail App. Microsoft has posted a service incident. We appreciate your patience.
Tracking Number: EX1021490
Summary from Microsoft:
Scope of Impact - Any user serviced by the affected infrastructure may experience issues with accessing email messages on the iOS native mail app.
More Info - Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact.
Additionally, some users may be able to bypass the prompt to sign-in by clicking "edit settings" and then entering into the app.
Latest update from Microsoft:
- We're conducting analysis of authenticator logs from sample affected devices to confirm whether an issue with Microsoft 365 or a third-party application is responsible for causing impact.
Mar 3, 14:07 UTC