Microsoft 365 Alert : Service Degradation – Microsoft Teams – Users can’t access Microsoft Teams – RESOLVED

21/07/2022 08:58:00 AM (BST)

Issue Reported : 21/07/2022 02:31:00 AM 

Microsoft Reference : TM402718

NHSmail Reference  : INC30682752

Issue Status : RESOLVED

Issue Description : Users can’t access Microsoft Teams

More info : Reported impact scenarios included, but may have not been limited to, the inability to access to the service, initiate messaging, calling, and meetings.

Additionally, Microsoft have received reports that Microsoft Teams Room (MTR) devices may have been unable to join Teams meetings; although, they confirmed that restarting these devices successfully restored this functionality.

The desktop app may have allowed successful sign in; though, without any standard functionality. Users may have also seen the following message: “We ran into a problem. Reconnecting…” Users leveraging the web client may have seen a message stating “Operation failed with unexpected error.”

Scope of impact : This issue may potentially affect any user attempting to utilize the Microsoft Teams service.

Final Update : 22/07/2022 08:53:00 AM – Microsoft have observed no further instances of impact following the initial service recovery. They will continue to monitor the service throughout the remainder of US business hours to further confirm that the issue is resolved.

Root cause : A recent deployment to the global management database was incompatible with the service instance running at the time the problem occurred. This caused the Experimental Configuration Service (ECS) to provide empty responses to service requests, in-turn triggering Microsoft Teams – a consumer of this service – to lose its’ configuration overrides, resulting in unexpected error responses and the impacting behaviors reported by users.

Next steps : Microsoft are working to identify service improvements to strengthen Microsoft Teams against further issues of this nature.

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