Service Status

Last updated: 27/06/2017 10:00

NHSmail Disaster Recovery Test - The DR testing scheduled for this weekend (27th and 28th May 2017) is no longer taking place and will be re-scheduled for later this year. Communications will be cascaded with advance warning via the usual channels.

NHS Wannacry Ransomware Attack - Is it safe to connect to NHSmail?

Since we started to see the impact of the Wannacry ransomware attack on Friday, NHS Digital and Accenture have been investigating the NHSmail platform to determine whether this was used in the attack, or compromised as a result of the attack.

Following rigorous investigation, NHS Digital can confirm that the platform has not been compromised, nor has it been used as a delivery mechanism for the ransomware to infect or spread.

Checks have been completed in the following areas:

Email Gateway
• No evidence to suggest that NHSmail has been compromised in any way - all analysis has been sent to our Gateway provider.

• All mailboxes across the platform continue to be actively checked, scanned and monitored with no discovery yet of any malware.

• All core supporting servers are patched in line with Microsoft’s latest guidance. Firewall IP Address Blocking
• All known IP addresses provided by our security colleagues have been blocked across our firewalls that protect the service

Several documents have been distributed today and these are now available to access on the Information Sharing Portal. These are:

Cyber Incident FAQs
Simple advice on patching individual machines

Skype for Business - Skype for Business Instant Messaging and Presence (IM&P) has been enabled for all users on the NHSmail service. In order for users to access the service, Local Administrators need to ensure that users have the Skype for Business client installed on their desktop/laptops or be able to download the Skype for Business mobile application. These are the only access methods for using Skype for Business.

As previously communicated, Local Administrators and clinical and information governance teams will need to carry out a number of activities so users can start utilising the service. These are detailed in the bulletin that was issued to Local Administrators on 16 January 2017.

There are a number of support materials available for Users and Local Administrators:

This page provides you with up-to-date information on the status of the NHSmail services and any key known issues impacting users.

It is recommended that you continue to check these pages throughout the transition period.For further information on any High Severity Service Incidents (HSSI) please refer to the HSCIC Service Status Page (via N3 connection).

Email Gateway/Relay Status
Incoming Internet Email
Outgoing Internet Email
Internal NHS Email
NHSmail Status
Portal (administration tools)
Outlook Web Access (
Email Client Access (Outlook)
Mobile/Tablet Access


Click the navigation links below to view each section of the service status pages:

High Severity Incidents
Skype For Business Known Issues
Portal Release - 8th May 2017
Portal Release - 17th February 2017
Portal Release - 25th January 2017
Portal Release - 16th December 2016
Portal Release - 27th November 2016
General Service Known Issues
Portal Known Issues
Transitioned Accounts Known Issues
Forward Schedule of Change

High Severity Service Incidents

In the event of High Severity Service Incidents (HSSIs), information will be provided in this section. You can also see any HSSIs raised within the last 7 days.

  • 09/05/2017 09:00 - Missing Access Email button and Portal Performance - INC700044571780: Users and administrators are unable to view the Access Email button on the Portal homepage before logging in. Resolved: 09/05/2017 09:25 Access Email button restored to Portal homepage and performance has returned to normal.

  • Threat: Malware Delivery Campaign Using Spoofed NHS Email Addresses

    CareCERT is aware of a recent spam email campaign which uses spoofed and email addresses to deliver a malicious link which, when clicked, downloads a malicious JavaScript attachment containing malware.

    Example email:
    You have received an invoice from PLACE HSCIC (HEALTH AND SOCIAL CARE INFORMATION CENTRE) [SPOOFED EMAIL ADDRESS] for £3,534.49. To view, print or download a JS copy of your invoice, click the link below:



    Malware Name: Trojan.Script.Heuristic-js.iacgm

    Malware file hashes:

    • MD5 3b8927da0cdca9e657e3d75fc9cb862a
    • SHA1 016be72b4cf73850dceee1c83f88656de7064578
    • SHA256 2a24f47fde8ed12f583cddb3da17068e3d5e6587bd0bf3fb4ea6338606200d92

    Remediation for Users:
    • Do not open attachments or follow links within unsolicited emails.
    • Verify the legitimacy of any requests via email by contacting the sender through official channels.
    • Report any suspected spam email to NHSmail at using CareCERT Best practice guide: Reporting suspicious/unsolicited/spam emails within the NHS.
    • If you suspect your computer has become infected with a virus then unplug the network cable, turn off your Wi-Fi or power down your computer and immediately report the suspected infection to your IT support provider.

    Organisations Should Ensure:
    • A robust program of education and awareness training is delivered to users to ensure they don’t open attachments or follow links within unsolicited emails.
    • All operating systems, antivirus and other security products are kept up to date.
    • All day to day computer activities such as email and internet are performed using non-administrative accounts.
    • Strong password policies are in place and password reuse is discouraged.
    • Network, proxy and firewall logs should be monitored for suspicious activity.

  • Threat: CareCERT (NHS Digital) is aware of Social Engineering Targeting CCGs and GPs which NHS employees need to be aware of.

    Attackers are setting up email accounts registered on webmail services such as Hotmail in the name of an employee at a CCG/GP practice or supplier.

    The attacker uses the email account to target a staff member at the CCG/GP (for example a GP Practice Manager) to convince them to transfer funds to a UK bank account.

    Generally untargeted spam emails containing malicious attachments are easy for the trained eye to spot, whereas targeted (spear fishing) campaigns can be much more convincing: The attacker establishes a dialogue and the user expects a response containing instructions, a link or an attachment which they are likely to act upon.

    Remediation: If you receive an email from a familiar organisation or contact which you believe to be suspicious (such as an unusual payment request) from an organisation:

    • Do not open attachments or follow links from suspicious emails.
    • Validate the request by contacting the organisation or person through normal established channels (e.g. make a phone call or manually navigate to the organisations website.)
    • Report all suspected spam to NHSmail via for analysis and blocking.

    For further information see:

  • SPAM Emails Containing Phishing Website Links: NHSmail 2 support teams have identified a series of SPAM emails containing phishing website links being sent to users. An account with a address is claiming to be from an IT Support Team and is asking users to verify their account by providing their credentials and password. This is not from the NHSmail2 support team. Users should never click any provided link to verify their accounts. This account has now been deactivated but certain user's may have received an email with a provided link.

  • Outgoing Internet Email – Blacklisting: NHSmail is periodically experiencing issues relating to blacklisting. Please review the Known Issues below for further information.

  • 06/04/2017 07:30 - Issues accessing NHSmail from the Internet - INC700044352442: Users are experiencing issues accessing NHSmail over the Internet. N3 users are unaffected. Accenture are continuing to investigate. Resolved: 06/04/2017 08:00 Internet services have been restored.

Skype For Business Known Issues

The key known issues affecting the Skype for Business desktop / mobile application are outlined below. These known issues are seperated out into Instant Messenging and Presence (NHSmail core service) and Audio and Video Conferencing (NHSmail additional service):

Instant Messaging and Presence

  • Issue Description:'Send a meeting' invite from Skype for Business option does not work for users who have outlook configured on their local machine (both via N3 and Internet)

    Latest Update and Guidance:This is expected behaviour whilst audio and video conferencing is not enabled. Users do not need take any action.

    Steps to re-create:

    1. User right-clicks on a contact in their contact list
    2. User selects ‘Schedule a Meeting’

    This results in no action being taken.

  • Issue Description:Once the address book download is completed (approx. a day across platform), the user can search contacts within their organisaiton and Instant Message each other without having the need to add them in their local contacts list. Only applicable to thick client.

    Latest Update and Guidance:Users should use the full email address for searching for their contacts until the address book download is completed.

    Steps to re-create:

    1. User searches for another user in Skype for Business using only first and surname before full address book sync has completed

    This results in the user receiving the error message ‘Address book synchronizing. Results may not be current.’. The user should search using the full email address when searching for users in the Skype for Business IM window. When searching for any users external to a user’s organisation, they should always search by email address.
  • Issue Description:Users on Windows XP platform will not be able to use desktop clients. To avoid compatibility and latency issue during IM they're advised to use web clients (> IE 9.0)

    Latest Update and Guidance:The product is not compatible with Windows XP. Please refer to the Service Configuration Guide.

  • Issue Description: Users receive an error message similar to “Cannot synchronize address book” or “Skype for Business can’t sync with your organisation’s address book right now”. This address book synchronisation failure is due to a bug in Microsoft Office 2016.

    Latest Update and Guidance: There is a requirement for local IT teams to update MS Office to the latest version to fix this issue. Users should speak with their Local Administrator for further guidance.

Audio and Video Conferencing

  • Issue Description: The Skype for Business mobile application does not support content sharing through peer-to-peer calls when one participant is on a desktop device and the other on a mobile device.

    The issue does not impact Skype for Business meetings but only direct peer-to-peer calls from the Skype for Business desktop application to the Skype for Business mobile application.

    User Impact: Users on a mobile device will be unable to view content being shared on a peer-to-peer call. The user on the desktop will be unaware that the content is not viewable unless the mobile device user notifies them.

    Latest Update & Guidance:

    Guidance for Users: Rather than initiating a peer-to-peer call, the desktop application user should use the 'Meet Now' feature in Skype for Business and invite the mobile user to join the Skype for Business meeting by following the instructions below:

    1. Open the Skype for Business desktop application

    2. Click the drop down arrow next to the settings icon and select Meet Now

    3. Add people to the meeting by clicking Invite More People

    4. Type the name or email address of the person you want to add in the box. Select the correct user from the list and click OK

  • Issue Description: Users who are enabled for Instant Messaging and Presence-only cannot join the audio/video for Skype for Business Meetings. The Skype for Business desktop application will launch and join the call, but no audio/video will be available.

    User Impact: The user is unable to join the audio/video of the audio/video for the Skype for Business Meeting.

    Latest Update & Guidance:

    Guidance for Users: The user should join the call via the Skype for Business web application as a guest. User should follow the instructions below to join as a guest:

    1. Open the Skype for Business Meeting from Outlook / Outlook Web App

    2. If available in the meeting invitation, click Skype for Business Web App as per the screen shot below.

    3. If this link is not available in the meeting invitation do the following;

      • Right click on Join Skype Meeting and select Copy Hyperlink .
      • Open a new browser window
      • Paste the copied URL into the browser box and add ?sl=1 at the end e.g.
      • Press Enter to open the meeting via the Skype for Business web application.

    4. Click Sign in as a guest to the meeting

    5. Click to download the Skype for Business Web App plug-in if not previously completed
    6. If the meeting does not automatically launch in the web application, click Join the meeting

  • Issue Description: Occasionally, Skype for Business Meetings may not launch due to connectivity issues following clicking the Join Skype Meeting from a meeting invitation.

    User Impact: User is unable to join the Skype for Business Meeting.

    Latest Update & Guidance:

    Guidance for Users: Users experiencing this issue should try joining again after 30 seconds. If this issue persists, users should contact their Local IT Support Team for further support.

  • Issue Description: When a user clicks Join Skype Meeting from a meeting invitation, they are directed to which subsequently launches the Skype for Business desktop application or web application as appropriate. In some instances, a security log-in will pop up. The user will experience that they are unable to log in using their NHSmail credentials.

    User Impact: The user may occasionally experience a security login pop-up when attempting to join a Skype for Business meeting. If the user attempts to log in, they will receive an error message.

    Latest Update & Guidance:

    Guidance for Users: Users should click Cancel when faced with the security pop-up pictured below. Once cancelled, the Skype for Business desktop application or web application should launch successfully.

  • Issue Description: When joining a meeting via a telephone, Skype for Business commands can be controlled using a telephone keypad; for example muting your line by pressing *6. This is currently not supported by the NHSmail Service.

    User Impact: Unable to use key pad commands during a Skype for Business meeting when connected via dial-in (mobile or landline).

    Latest Update & Guidance:

    Guidance for Users: Users are advised that they can still complete most of the dial tone actions by using the call options via their handset screen e.g. 'Mute' button on the device screen whilst in a call.

  • Issue Description: Shared Notes will not be available for meeting participants to view or modify content during meetings if all conference/ call attendees do not have OneNote installed on their PCs.

    User Impact: This may cause some confusion for users as the 'Shared Notes' option will still appear in the desktop application regardless of whether they have OneNote installed or not.

    Latest Update & Guidance:

    Guidance for Users: Users are advised to capture meeting notes via a different method or install OneNote to utilise this feature.

Portal Release - 8th May 2017

The following fixes to existing defects and new Portal features were deployed on the evening of Monday 8th May 2017:

  • 6009: Fix for error that was thrown when trying to administer a shared mailbox/delegated mailbox where a deleted member was still listed as a member.

  • 6136: Fix to enable the SecondaryEmailAlias (subdomain branding) filter in the organisation detail pages.

  • 6140: Fix for organisations (GP Practices) under CCG’s not showing in organisation drop downs and administrators unable to see users assigned to those organisations.

  • 6550: Fix for import SDL members to use the DomainController variable correctly.

  • 6772: Fix to prevent users accessing Shared Mailboxes and Distribution lists via profile page if the AUP is not accepted and security questions not set.

  • 6781: Fix to set the alias correctly for name changes in exchange.

  • 6785: Fix for Global Admin/Helpdesk accounts preventing distribution lists displaying where an owner was not present.

  • 6788: Fix preventing external contacts being added as an owner to SDL.

  • 6794: Fix preventing Tenant Admins from updating organisations where they were in a pending state so short name couldn’t be updated/approved for new additions.

  • 6865: Fix to enable the Organisation column in advanced search on the user picker pages.

  • 6867: Restoring accounts intermittent in Pre-Prod environment.

  • 6873: Fix to limit the number of characters input in the security questions/answers fields.

  • 6936: Fix to 'add myself as owner' on distribution lists.

  • 6944: Remove stray quotation marks from the Admin Reports page.

  • 6960: Fix to display the correct quota used for users in the admin screens to match the correct value displayed in OWA.

  • 6968: Fix for TanSync connections timing out.

  • 6971: Removal of the ‘Out of Office’ button on shared mailbox pages.

  • 7040: Fix to send password reminders 10 days prior to expiry, previously was only sending for 7, 5, 2 & 1 days.

  • 7041: Fix for audit results being limited to 200 rows.

  • 7072: Fix for transferring shared mailbox to a child org with the same short name.

  • 7091: Fix to allow email addresses with hyphen characters in the organisation details

  • 7092: Fix to advanced search on organisation search so it holds the selected value.

  • 7155: Correction of a typo on the CSV Upload page.

  • 144: Adds a link to the Edit User screen to navigate to a page showing details of the mobile devices.

  • 149: Gives NHS Administrators the ability to block a mobile device.

  • 2131: A new admin report which shows potential duplicate users. This report shows records where there are more than 1 person with the same first and last name in an organisation and the status is active.

  • 4097: Applies Skype for Business policies to new accounts and address book segregation.

  • 5276: Users must accept AUP before being able to send emails. A non-delivery report will be issued if a user sends mail and hasn’t accepted AUP. This applies to new accounts only.

  • 6192: Adds description field to shared mailbox details page. Once submitted this is visible in People Finder and the Notes field within Exchange.

  • 6281: Adds a tooltip to the organisation drop down lists informing the user the list is limited and searchable.

  • 6412: A new admin report showing the administrators for the selected organisation.

  • 6556: Enabling and Reset Password actions now unlock the account (if locked) so multiple actions aren’t needed on locked accounts.

  • 6703: New users are now set with cached mode for Outlook Anywhere enabled by default.

  • 6791: Department & Street address now limited to 64 characters to match exchange.

  • 6817: Update to the AUP text.

  • 6849: Update to guidance on the import functionality on SDL advising the user the list will be refreshed with what is imported rather than new additions being applied.

  • 6856: Disable the help content pages so only internal logged in users can view some of the content. Pages ending in -i are now restricted to logged in users (.e.g

  • 6879: Changes to the search logic for non-admins in the shared mailbox search screens to match the rest of the user picker functionality and behaviour.

  • 6938: Addition of visual impairment functionality on the authenticate users screens to benefit users with a screen reader enabled.

  • 6943: Added new organisation types to the drop down in advanced search.

  • 6949: Deleted items quota is now set to the size of the mailbox quota for newly created accounts.

  • 7089: Added Skype for Business meeting branding images.

  • 7090: Added ability to set users as leaver in bulk.

Portal Release - 17th February 2017

The following fixes to existing defects and new Portal features were deployed on the evening of Friday 17th February 2017:

  • 6384: The 'Last Updated' timestamp on the User Details page is now updated following the 'Delegate Mailbox' action.

  • 6690: Real-time Security Question validation shall now correctly catch the use of special characters.

  • 6398: The Portal shall now correct User First Name, Last Name and email address capitalisation to the correct format for both manual and CSV submissions.

  • 6697: Portal validation shall now allow Contacts to be created containing an apostrophe (') in the email address.

  • 6698: Search Audit results shall now be limited to the specified target object, where before other objects were present.

  • 6413: The Portal shall now set the MarkAsLeaverDate attribute to NULL when a User Joins an Organisation.

  • 6704: The 'Mark As Leaver' button on the User Details page shall now only be enabled and clickable when the User status is Active or Disabled

  • 6714: The People Finder About Us section for Organisations shall now display carriage returns (newlines) correctly, as configured in the Organisation Description.

  • 5207: The User Picker results shall now persist in between pages, meaning the previous selection shall not be lost.

  • 6786: The User Management and Contacts index pages now show their title header and image, which has been restored.

  • 6126: Contacts may now be updated, transferred and deleted in the UI.

  • 6269: The error message displayed when attempting to delete an OU containing objects has been made more user-friendly.

  • 5987: Report generation for the Mailbox Report against 'All my organisations' has been improved to reduce the chances of a timeout issue when run at a Tenant level.

  • 2154/6615: A new 'Topup Report' is available to run under the Admin Reports page. This report displays for a given organisation the current and past subscriptions held by users.

  • 6422: A new 'Add Myself As Owner' checkbox is available on the Create Shared Mailbox and Create Distribution List pages. Clicking it will automatically add the logged in user without needing to resort to the User Picker.

  • 5876: The User Details page has a 'Show Mailbox Statistics' link under the Status area. Clicking this shall display a Mailbox Details page containing information such as mailbox space usage.

  • 6729: Advanced Search on the Organisations list page shall now provide a drop-down list for Country rather than a free text field.

  • 6425: The List Pages (User and Mailbox List, Contact List, Distribution Lists, and Organisations) shall by default return results sorted alphabetically on Display Name or Name as appropriate.

Portal Release - 25th January 2017

The following fixes to existing defects and new Portal features were deployed on the evening of Wednesday 25th January 2017:

  • 5663: On the Create User and User Details pages the Title drop-down now allows 'Miss' as a selectable option.

  • 6013: The Manage Organisation Page will list the correct Parent Organisation for a Child OU, where before was incorrectly naming the Child OU itself as its own parent.

  • 6044: Fixed a UI issue on the User Details page where a removed admin role would re-appear after adding a new admin role.

  • 6177: Fixed a People Finder issue where Admins were being listed as Local Administrators for their Parent Organisation when they did not have such a role.

  • 6396: Fixed a UI issue where the Create User page was displaying a blank option under the Email Alias drop-down.

  • 6408: Fixed an issue with Contact Advanced Search where searching across a combination of columns was not limit results properly.

  • 6409: Fixed a UI issue where the Distribution List Advanced Search did not display an input header for Owner.

  • 6439: Fixed a validation issue on the Create Distribution List page that was allowing special characters in a Static Distribution List name.

  • 6109: The Edit Organisation Page has a new Description tab allowing free text entry of information that shall be displayed under the Organisations’ People Finder page under 'About Us'.

  • 6183: The People Finder page for an Organisation now displays the role next to each Local Administrator name.

  • 6441: (Technical Feature) The SIP attribute shall be updated to match the email address whenever a user is created, changing primary email address, or restored

Portal Release - 16th December 2016

The following fixes to existing defects and new Portal features were deployed on the evening of Friday 16th December 2016:

  • 6297: People finder not showing site details as per OWA When a user is assigned to a site, the address details of this site are now shown in People Finder results (where prior the root organisation address was given). This now matches what is returned by OWA.

  • 6290: Nonadmin unable to edit ddl Non-admin owners of a DDL will have permissions to edit Dynamic Distribution Lists when this functionality is re-enabled for the user populace.

  • 6271: Secondary Email alias are not removed when user marked as leaver When a user is marked as a leaver any related secondary email aliases will now be removed.

  • 6048: Convert Contact to User A new ‘Convert to User’ button is available on the Contact Details page. Clicking this shall pre-populate a Create User form with the contact’s details. Submitting this form shall remove the contact and create a new user from its details.

  • 6183: Export Static DL members to CSV A new ‘Export Recipients’ button is available on the Edit Distribution List page to download all Static Distribution List members to a CSV file.

  • 6041: Add site to new user Ability to link a site to a new user when first creating their profile.

  • 6313: Update User, Contact & DL List Searching to Match User Picker The User Management, Contacts and Distribution Lists pages shall now behave in the same way as the User Picker; there shall be no auto-search on load, there shall be no auto-complete upon typing, and results shall be remembered between page loads. A new ‘select all’ checkbox has also been added to bulk select all Active users only.

  • 6315: Update Remove Link in UI dialog boxes In various place within the UI where individual elements may be removed (for example Static Distribution List members) the ‘remove’ link has been replaced with a red cross icon and tooltip.

  • 5605: Column Picker Persistent The List User, Contact and Distribution List pages shall now remember the visible columns and order between page loads.

Portal Release - 27th November 2016

The following fixes to existing defects and new Portal features were deployed on the evening of Sunday 27th November 2016:

  • 6139: Distribution List Name Check Isn't Using Shortname The organisation shortname is now included in the comparison when checking if the name is free for a new/updated Distribution List (for example ‘org.allstaff’ is now checked if in use, rather than ‘allstaff’).

  • 6142: Creating or updating a shared mailbox with "." in email name truncates the email address Email of a new/updated Shared Mailbox is no longer cut when it includes a “.” character.

  • 6191: Shared Mailboxes Are Not Displaying An Error When Extra Trailing Space Appears in Name Where before no feedback was given, an error message is now shown when a space is accidentally included at the end of Shared Mailbox name.

  • 5606: Make Selection on User Picker Easier Using the user picker selection has been made simpler through adding a ‘select all’ checkbox to the top left of the picker table, and allowing individual selection through clicking anywhere within a row.

  • 5779: Organisation Unit Breadcrumbs not showing in user detail pages As well as UI improvement, it is more clear which child/parent organisation the account is associated with by showing breadcrumbs in the organisation unit.

  • 6101: Report Updates Some additional fields have been added to the Mailbox and DL reports, and dates changed to UK formatting.

  • 6116: Order OUsOUs in the tree view are now alphabetically ordered.

  • 6287: Update link to OWA to resolve Exchange issue A critical error shown for some users when selecting options (e.g. Print) from within Outlook Web App Email has been resolved.

Portal Known Issues and Guidance

The NHSmail Portal in now live. Please see the current known issues outlined below:

  • Issue Description: An issue has been identified where SDL updates are being prevented due to the number of recipients being miscalculated. For example a user may update an SDL with only 50 recipients, however, the SDL page is throwing the error below:

    Latest Update & Guidance: Should this error be seen, please raise a ticket with the helpdesk and provide the detail of the required changes to the SDL. Problem record PBI700000432315 is under investigation by the Support teams to determine root cause.

  • Issue Description: When running a Mailbox Report the 'LastLogIn' date shown is incorrect.

    Latest Update & Guidance: Root cause of the issue is under investigation by the Support teams. PBI700000414125 has been raised to track this.

  • Issue Description: When navigating to a Pending Static or Dynamic Distribution List via Profile > Distribution Lists then Administrators may not see the ‘Approve’ or ‘Reject’ buttons.

    Latest Update & Guidance: If you are an Administrator and have a Static or Dynamic Distribution List requiring your review you must find it by navigating to Admin > Distribution Lists. Do not attempt to approve by going via the Profile area.

  • Issue Description: When using Distribution Lists Advanced Search, there is no option to pick 'Rejected' from the status drop-down.

    Latest Update & Guidance: Use simple search and enter 'Rejected' if wish to see Dynamic Distribution Lists with this status.

  • Issue Description: Date fields within report .CSV downloads may differ in format between either dd/mm/yyyy hh:mm or mm/dd/yyyy hh:mm:ss AM/PM. Problem Record PBI700000425219 has been raised to track root cause investigation.

    Latest Update & Guidance: Accenture technical teams are currently investigating this issue and further guidance will be communicated when a workaround is available or fix is in place.

  • Issue Description: Upon adding additional authorised senders to a Distribution List, the update will apply in Exchange, however they will not display in the Portal. As such as soon as any further changes are made to the Distribution List, the original authorised senders will be removed unless they are added again at the point of updating.
    Currently when a Distribution List is edited and the update button is pressed, this will essentially recreate the Distribution List with the details that are present in the Portal. As the bug causes the Authorised Senders not to load, the updated the list is created without the senders (unless they are explicitly added each time).

    Latest Update & Guidance: Accenture technical teams are currently investigating this issue and further guidance will be communicated when a fix is in place.

  • Issue Description: Nested departments do not currently show up under the department filter when building DDL rules, meaning at present it is not possible for nested departments to be used by DDLs. Problem Record PBI700000413874 has been raised to track root cause investigation.

    Latest Update & Guidance: Accenture technical teams are currently investigating this issue and further guidance will be communicated when a fix is in place.

  • Issue Description: It has been identified that while attempting to load a static DL within the Portal, for some users the page hangs with a 'Loading' message before diplaying the page with no fields populated. Problem record PBI700000415132 has been raised to investigate the root cause.

    Latest Update & Guidance: The Development team are investgating root cause under PBI700000415132.

  • Issue Description: It has been identified that a small number of accounts are getting stuck in the status of either Enabling or Disabling when an account is being attempted to be Enabled or Disabled in the Portal. Problem references PBI700000413347 and PBI700000413348 have been raised to investigate the root cause.

    User Impact: When accounts are stuck in either of these two statuses the Local Administrator will be unable to carry out a password reset or unlock and the end-user will be unable to log into their NHSmail account.

    Latest Update & Guidance: If after leaving the Portal record in the User Management screens and going back into the effected account details the status is still showing as Enabling or Disabling, the Local Administrator should attempt to Disable the account again and wait for confirmation that the action has been successful. If the aim was to disable the account not further action should be required. If the aim was to Enable the account, then the Local Administrator should click on Enable again to complete the process.

    In the event that this process is still unsuccessful then the Local Administrator should log a ticket with the NHSmail helpdesk for support.

  • Issue Description: When an end-user is having difficulty logging into the NHSmail 2 Portal and has tried to use incorrect or expired credentials the account will Lock for security purposes after 12 attempts and require support of a member of the Local IT Helpdesk or a Local Administrator to Unlock and if necessary carry out a Password reset. However, from the point of the last login attempt that has caused an account Lock it can take up to 5 minutes for the updated account status (Locked) to be reflected in the NHSmail Portal.

    User Impact: If after the number of incorrect login attempts have been made a password reset is carried out prior to the Portal reflecting the Locked status, the account will not be able to be logged into with the temporary password given.

    Latest Update & Guidance: Please can Local Helpdesks and Local Administrators wait 5 minutes from the last attempted login to be sure that the account status has been updated successfully? This will ensure that accounts are in the correct status before a password reset is performed.

    If it is suspected that an account has hit this issue, the Local IT Helpdesk or a Local Administrator should re-check the account status. If the account showing as Locked, perform an Unlock and if necessary a further Password Reset. If the account is Active, please log a ticket with the NHSmail Helpdesk as the account will need to be corrected.

    The NHSmail team are looking at reducing the time it takes for a Locked account to be reflected in the NHSmail Portal to mitigate this issue.

  • Issue Description: Any members of Shared (Generic) Mailboxes that existed prior to transition will not be displayed in the NHSmail Portal or Outlook Web App (OWA). Although these members do not display all existing permissions remain.

    User Impact: Shared mailbox owners will not be able to view existing owners and members of the shared mailbox on the NHSmail Portal or Outlook Web App (OWA).

    Latest Update & Guidance:

    Shared mailbox owners needing to know who has access to the mailbox will need to contact the NHSmail helpdesk who can provide a list of members.

    As a reminder, new shared mailbox members can still be added/removed via the NHSmail Portal. Once a user has been given ownership rights within a Shared Mailbox they can add other users as owners or delegates of the mailbox via Outlook Web App.

    Users will not be able to see any Shared Mailbox owners that have been added via the NHSmail Portal. Additionally, any permissions that a user creates on OWA will not be displayed on the Shared Mailbox page of the NHSmail Portal. This page only displays Owners and Send As members that have been set by administrators via the Portal.

  • Issue Description: There will be a delay of 15 – 20 minutes from when a user is removed as a shared mailbox owner to when their access is revoked.

    User Impact: Users will experience a delay from when they remove shared mailbox ownership to when access is actually removed.

    Latest Update & Guidance:

    Users should allow 20 minutes after removing access to a shared mailbox before the change will take place.

  • Issue Description: User wants to edit existing permissions to a shared mailbox but is unable to do so via Outlook Web App.

    User Impact: Shared mailbox owners who are not administrators will not be able to manage existing shared mailbox permissions. The owners Local Administrator will be able to view and manage these permissions through the Portal on the users behalf.

    Latest Update & Guidance:

    Users wishing to manage permissions of existing shared mailboxes will need to request that their local administrator makes the desired changes.

  • Issue Description: Where a user is prompted to update their Security Questions and Answers, the answers must be at least 6 characters. On NHSmail 1 this requirement was 5 characters. Users whose security answers have been migrated across from NHSmail 1 will need to update their security answers in line with this new requirement.

    User Impact: Users unable to progress from the Security Questions Screens unless the answers are 6 characters or above.

    Latest Update & Guidance:

    Users should ensure that the answers to their security questions are 6 characters or more.

  • On the new NHSmail platform, there is no longer self-registration functionality. PLease follow the steps below to activate new accounts on the service Latest Update & Guidance:

    To create a new account on NHSmail:

    1. Log into the NHSmail Portal at (please note, can still be used and the Portal can be access by clicking the Tools Icon)

    2. Click Admin on the top toolbar, and select User Management from the drop down menu

    3. Click Add at the top left of the screen and select User from the drop down menu

    4. The create user screen will open, populate with appropriate details of a new user. When all details are entered, click Complete at the bottom of the page

    5. Once the account is showing a status of 'Active' the user credentials can be provided to the user to complete the first time login (please wait at least 30 minutes before doing this)

    For additional support with creating new accounts, refer to the User Management section of the Portal Guide for Local Administrators

General Service Known Issues

This section provides information and guidance on the key known issues impacting users of NHSmail. You can use the dropdowns below to show more information on each of the issues

  • Issue Description: Some users are experiencing issues using the 'Autodiscover' function when adding NHSmail to Windows 8 and Windows 10 phones. Root cause is being investigated by the support teams. In the meantime a workaround available to manually add the account.

    Guidance for Users on Windows 8:

    To add an NHS email account to Windows phone 8, do the following:

    1) Select Settings.
    2) Scroll down and select ‘email+accounts’.
    3) Select ‘add an account’.
    4) Select ‘Exchange’.
    5) Enter your NHSMail email address in the ‘Email address’ field.
    6) Enter your NHSMail password in the ‘Password’ field.
    7) Select ‘sign in’ at the bottom of the screen.
    8) If this fails, press ‘sign in’ again.
    9) At the next screen, select ‘advanced’
    10) In the ‘Server’ field enter
    11) Select ‘sign in’
    12) Close Settings.

    Guidance for Users on Windows 10:

    To add an NHS email account to Windows phone 10, do the following:
    1) Select Settings.
    2) Scroll down and select ‘Accounts’.
    3) Select ‘Email & app accounts’.
    4) Select ‘Add an account’
    5) Select ‘Exchange’
    6) Enter your NHSMail email address in the ‘Email address’ field, select Next
    7) Enter your NHSMail password in the ‘Password’ field.
    8) Select ‘sign in’ at the bottom of the screen.
    9) If this fails, press ‘sign in’ again.
    10) At the next screen, select ‘advanced’
    11) In the ‘Server’ field enter
    12) Select ‘sign in’
    13) Close Settings.

  • Issue Description: NHSmail users may experience reduced user interface performance whilst using the premium version of OWA with the IE8 browser via Refer to the Browser Version Guidance if you are unsure of which version you are using.

    It is recommended that those users who still need to use the IE8 browser to access NHSmail make use of the OWA Light user interface to avoid encountering issues. Some functions are not available in OWA Light, such as access to Shared Folders. You can find more information on the available functions in OWA Light in the Browser Comparison Guide.

    To Enable or Disable OWA Light with IE8:

    1. Click on the Settings icon at the top right of the screen and select Display Settings

    2. Select the ‘Outlook Web App version’ option then check the ‘Use the light version of Outlook Web App’ tick box.

    3. Finally, click on the ‘OK’ option at the top of the screen. You will then need to log out and log back into OWA to experience the light version.

  • Issue Description: When attempting to sent to an active distribution list a non-delivery report is received or the distribution list is unable to be found in the Global Address List (GAL).

    Latest Update and Guidance:

    Where a non-delivery report is being received, this is typically due to a corrupt auto-complete entry in the Outlook Client software. Please follow the steps below to remove the auto-complete entry and then find the distribution list within the GAL:

    • Begin typing the name of the distribution list you want to use into a blank email within the Outlook Client software and you will see the auto-complete option similar to the following:
    • Click on the black cross to remove the entry from your Outlook Client auto-complete library.
    • Click on the To: button within the new email to access the Global Address List.
    • Type in the name or email address of the static distribution list and click ‘Go’. Note: ensure that the ‘More columns’ radio button is chosen as shown in the example below which will search the email address column too.
    • Click the ‘OK’ button to return to your email. You should now be able to send successfully to the distribution list. The static distribution lists should also be expandable to show the included recipients.

    In the event that this guidance does not resolve the issue, then please can a ticket be raised with the NHSmail Helpdesk ( and the team will investigate any further issues with your static distribution list(s) on a case by case basis.

  • Issue Description: There is a known bug with the Windows Phone 10 Outlook Client application that was introduced in build 17.7167.40818.0 that tries to authenticate with Office 365 rather than Exchange on-premise as used by NHSmail.

    Latest Update and Guidance:

    Last Updated: 24 October 2016

    The issue is resolved in build 17.7369.40792.0 of the Windows Phone 10 Outlook Client app. It is recommended that if you are experiencing issues with email synchronisation with NHSmail you should verify the software build you are using (steps provided below) and if it is not build 17.7369.40792.0 or greater you should visit the Windows Phone Store to download the latest version of the Windows Phone 10 Outlook Client app.

    To check the build version you are using, firstly open the Windows Phone 10 Outlook Client app.

    Click on the three dots in the bottom right-hand corner of the screen, followed by the Settings option which will appear:

    Choose the About option from the Settings screen and you will be presented with the application build version as follows:

  • Issue Description: Compatibility issues have been identified when using Outlook 2010 on Windows XP desktops. Following transition, users are not able to log in to access their emails using Outlook 2010. Organisations should be aware that Windows XP is no longer supported by Microsoft. This means that this software is no longer tested when new software is released and is not provided with important security updates by Microsoft.

    User Impact: Users are continually prompted to enter their username and password even if they have enter the correct credential information, as per the screenshot below:

    Latest Update & Guidance:

    Guidance for Users: Users should contact their local IT support desk for guidance on this issue. As a workaround, users can access NHSmail using Outlook Web App at

    Guidance for LOAs: Outlook 2010 should be downgraded to Service Pack 1. Newer Service Packs (i.e. Service Pack 2) will cause the behaviour outlined above. Steps to downgrade to Service Pack 1 will depend on the current version of Outlook 2010 that the user is running.

    Steps for to remove with Outlook 2010 SP2 + KB3115127:

    1. Go to: Control Panel -> Add or Remove Programs -> Tick checkbox Show Updated (on the top toolbar)

    2. Select the Patch you want to remove and click Remove

    The correct working version of Service Pack 1 is: 14.0.6023.1000 (as per the screenshot below):/p>

  • Issue Description: The NHSmail Service experiences periodic issues relating to blacklisting. This is where external email and spam filtering services block email being sent from NHSmail to other email providers.

    Real Time Blacklists (RBL) is a measure employed across the industry to identify and block unsolicited (spam/phishing) email. There are thousands of RBL services operating using their own business rules. RBL services operate reactively and automatically blacklist network addresses. Receiving systems (e.g. other email providers) will typically check incoming email against one or multiple RBL provides. If the email is being sent from a listed system, the email is then rejected by the recipient system. Due to this, email to and from the Internet is never guaranteed for delivery.

    The NHSmail 2 Email Gateway has been designed to minimise the occurrences of RBL listing. Despite all the active design improvements there is still a residual risk that email across the Internet (i.e. to external domains such as Gmail) cannot be guaranteed for delivery. Over the last 4 weeks NHSmail has occasionally been blacklisted. Proactive monitoring is in place to identify when blacklisting occurs to ensure the NHSmail Team can respond as quickly as possible to apply for de-listing. The de-listing process is dependent on third party organisations’ process and can take several hours for the process to complete.

    User Impact: Users may receive a non-delivery receipt following trying to send an email to an external email domain - for example, Email sent to external domains that block NHSmail will not be received by the recipient.

    Latest Update & Guidance:

    Guidance for Users: The NHSmail Team continue to work with the third party providers to apply for de-listing. This can take several hours for resolution. Users do not need to report these issues to the NHSmail Helpdesk.

    Guidance for NHSmail LOAs: The NHSmail Team continue to work with the third party providers to apply for de-listing. This can take several hours for resolution. LOAs do not need to report these issues to the NHSmail Helpdesk. If your organisation relies on sending or receiving email to and from the Internet, you should ensure:
    - You know which systems rely on sending and receiving email to and from the internet and the business impact for each system if email is blocked
    Have a business continuity plan in place for business critical services
    - You have monitoring systems in place to detect message delivery issues
    - Your systems have the ability to re-send messages that have not been delivered both individually and in bulk
    Those sending you email also have the ability to re-send messages that have not been delivered both individually and in bulk
    - Your organisation is able to sustain not being able to send or receive email for up to four days to/from internet addresses
    - Where you have a reliance on time critical guaranteed communication you should have alternative methods of communication in place such as system to system electronic data interchange N.B. SMS messaging is not a guaranteed or secure delivery method
    - Outgoing email is scanned for spam and antivirus before being sent

    Guidance for External Email Services (e.g. NHS.UK and secure government email services): It is highly unlikely that email delivery between NHSmail, secure government email services and N3 hosted NHS.UK email services will ever be impacted by blacklisting. However, we recommend that organisations whitelist the previously provided and current NHSmail deliver IP address to avoid receipt issues from NHSmail. This will reduce the residual, highly unlikely, risk of NHSmail being blocked by local reputational databases.

  • Issue Description: Based on feedback from our userbase, the NHSmail Service will be introducing controls in the future to prevent spoofing. This is where emails are sent to NHSmail pretending to be from an "" account, but are in fact not. As an interim measure, emails that are spoofing the Service will not be blocked, but will be stamped with the following message:

    There are no further configuration changes to email authenticity controls at this time. Advance notification and guidance will be provided to organisations prior to any restrictive measures being introduced.

    User Impact: Where an email is being sent to a user that is pretending to come from an NHSmail account, the email will be stamped with the message shown above.

    Latest Update & Guidance:

    Users do not need to take any action on these notifications. They are provided for informational purposes only by the NHSmail Team.

  • Issue Description: Some users are currently unable to print emails from Outlook Web App when clicking on the drop down menu and selecting 'Print' within an email. As shown in image below.

    User Impact: Some users are unable to use the Outlook Web App drop down menu to print emails. A workaround for these users is detailed below.

    Latest Update & Guidance:

    Guidance for Users: Accenture technical teams are currently investigating this issue. As a workaround, users can press the CTRL + P keys to open the print dialog box or right click within each email and select print from the drop down menu.

Transitioned Accounts Known Issues and Common Guidance

  • Issue Description: Users accessing NHSmail using Apple Mail need to ensure that settings to enable automatic discovery of configuration settings is enabled.

    User Impact: Users unable to access email where automatic discovery of configuration settings are not enabled following transition to NHSmail.

    Latest Update & Guidance:

    From the Apple Mail Preferences – Accounts – Account Information, users should ensure that the ‘Use Autodiscover service’ checkbox is ticked. Please note that this option may have a slightly different name in different versions of Apple Mail.

    Users of Apple Mail on Macs running OS X Lion (10.7) or older do not support use of the Autodiscover service. Users of these versions of Apple Mail will need to manually update the server name in their settings to following the transition of their account to NHSmail. Further guidance will be updated in this section shortly on how to complete this action.

  • Issue Description: When users want to share a folder with a colleague they will first need to ensure the user has shared folder permission at the mailbox level (also known as the parent folder).

    User Impact: If a user is attempting to share a folder with another user, they will need to ensure that sharing permissions are enabled on the parent folder of their mailbox (i.e. their inbox) before adding permissions for individual folders. 

    Latest Update & Guidance:

    When sharing a folder after transition, a user will first need to add the designated user to their mailbox permissions. To do this follow the steps below:

    1. Users should right click on their name on the left side of their inbox in Outlook Web App (OWA) and click Permissions… as shown below:

    2. Ensure permission level ‘None’ is selected.

    3. Click the + icon at the top left of the Permission screen and enter the name of the user who should have shared folder permissions and click Add .

    4. The users name will now be listed in the permissions list. Select ‘Ok’

    5. Now you have added permissions at the parent folder-level, you will now need to add permissions to the individual folder you want to enable access for. Follow the instructions below to do this:

      1. Right-click on the specific folder that you want to enable access to and select ‘Permissions…”

      2. Select the user that you want to add the permissions to and use the ‘Permission level’ dropdown to choose the appropriate permission level

      3. You will now see the user’s name shown in the list of users that have permissions for your mailbox and the updated permission level. Select ‘Ok’

      The permissions will now be updated for the user and they should now be able to access your mailbox appropriately.

  • Issue Description: When completing an action with a shared folder, e.g. empyting the folder, a user will not receive an error message indicating that they do not have the correct permission levels.

    User Impact: Users without the correct permissions who attempt to delete a shared folder, empty the contents of a folder or mark emails as read within the folder will not receive an error message indicating the action cannot be completed. The action will appear as if it has been completed however upon refresh, the user will see that the action was not applied.

    Latest Update & Guidance:

    Users should ensure that they have the correct permission levels before completing any actions within a shared folder.

  • Issue Description: Users are experiencing a 'failure to connect' pop-up error message when trying to configure their Outlook client to the new LDAP service.

    User Impact: Users will be faced with the following error message when attempting to configure their Outlook client to LDAP:

    Latest Update & Guidance:

    Users should follow the steps below in line with their desktop client version:

    Outlook 2007

    1. Click Tools and select Account Settings

    2. Select Address Books

    3. Select LDAP.NHS.NET and click “Change”

    4. Select “Require Secure Password Authentication (SPA)”

    5. Click Next and Finish

    Outlook 2010/2013/2016

    1. Click File and select Accounts Setting

    2. Select Address Books

    3. Select LDAP.NHS.NET and click “Change”

    4. Select “Require Secure Password Authentication (SPA)”

    5. Click Next and Finish

  • Issue Description: When trying to access folders belonging to another mailbox that users have delegate permissions for, they may experience performance issues. This issue mainly affects users of Microsoft Outlook 2010 and later versions using cached mode for delegated mailbox folders. Earlier versions of Outlook do not cache email data for delegated mailbox folders.

    This is typically caused by one of the following:

    • The mailbox that the user is trying to access has been added as an additional mailbox in the Advanced Tab of the account settings as shown below:
    • The mailbox that the user is trying to access contains a larger number of folders

    • The users profile is configured in Cached Exchange Mode

    • The default option to ‘Download shared folders’ is enabled as shown below:

    User Impact: Users will typically experience one of the following symptoms relating to this issue:

    • New items may not appear or seem to be missing from folders in the delegated mailbox

    • Items that the user deletes from folders in the delegated mailbox reappear

    • Actions may take longer to take effect or the Outlook application freezes

    Latest Update & Guidance:

    To resolve this issue, users should take one of the following actions:

    • Reduce the number of folders in the delegated mailbox to a smaller number

    • Add the delegated mailbox as a second email account as opposed to an additional mailbox in your primary account settings (instructions are provided in the link below). To use this method, you will need to know the password or need to have full mailbox permissions for the delegated mailbox.

    • Disable caching of all shared folders (instructions are provided in the link below). However, this option is not recommended for users on a slow network as it will result in the need to download all mailbox items every time you access the folders of the delegated mailbox.

    For complete guidance on how to resolve this issue please refer to the guidance for resolving performance issues with folders in delegated mailboxes (Outlook).

  • Issue Description: Some users are experiencing issues when attempting to shared calendar information with a colleague. This occurs when adding sharing recipients and populating the “To” bar recipients using Outlook autocomplete suggestions. One of the following scenarios occurs may occur after sending a sharing invitation:

    1. A user receives the following error message: “Policy does not allow granting permissions at this level to one or more of the recipient(s). Please select another permission level and send the sharing invite again”.

    2. A user receives the following prompting message:

      • The Calendar was shared with some of the recipients. However, calendar sharing is not available with the following entries because of permission settings on your network:

        Contact name (Contact address)

        Do you want to send them a copy of this calendar in an e-mail message instead? YES/ NO

      • Some contacts that are listed are internal to your Intranet and to your Exchange servers. However, these contacts are listed together with their external address and not with their internal account name.

        If you click YES, you receive the following prompting message:

        Send a Calendar via E-mail
        Specify the calendar information you want to include.
        Calendar: Selected_Calendar
        Data Range: Date_Range
        Detail: Availability _information
        Advanced: OK Cancel

        If you click OK, an email Calendar Sharing message is created that contains an Internet Connection Sharing attachment that contains the calendar data. However, the Internet Connection Sharing file does not let internal recipients share your calendar through the Exchange server. The Connection Sharing file provides only a copy of your calendar’s information.

        This issue occurs when you are adding a contact who is an internal recipients as well as a contact in your own Contact list in Outlook. When you add this recipient to the Calendar Sharing Message, using auto complete, the recipients external email address is added to the recipients list.

    Latest Update & Guidance:

    To work around this issue, users must ensure they select internal recipients directly from the global address list rather than using auto complete suggestions. To do this, follow the steps below:

    1. In the sharing invitation, click the To button. The Select names window opens

    2. In the Address, select Global Address List

    3. In the Search box, type the recipient’s name

    4. Select the recipient to whom you want to send the invitation, and then click To.

    5. Repeat steps 3 and 4 for each internal Exchange recipient to whom you want to send the invitation

    6. Click OK, and then click Send