Microsoft 365 Alert : Service degradation – Microsoft 365 suite – Users may be unable to open Office Online files via various platforms – RESOLVED

17/06/2022 08:53:00 AM (BST)

Microsoft Reference : MO393262  

NHSmail Reference : INC29713342

Issue Status : RESOLVED

Issue Description : Users may be unable to open Office Online files via various platforms.

More info : Affected services may include:

-SharePoint Online

-OneDrive for Business

-Microsoft Teams

-Office on the Web

Users may encounter the following error message: “Sorry there was a problem and we can not open this document.” While we are focused on remediation, we recommend leveraging the desktop versions of these apps to open office files.

Scope of impact : A portion of users served through affected sections of infrastructure may see issues when accessing documents via various applications.

Final Update : 17/06/2022 10:44:00 AM – Microsoft completed restarting the affected infrastructure, and confirmed after a period of monitoring service telemetry that impact has been remediated.

Root cause : A configuration mismatch issue between the service and our infrastructure lead to users being unable to open Office Online files via various platforms.

Next steps : Microsoft are reviewing their service and infrastructure configuration procedures to find ways to prevent this problem from happening again.

back to top