Microsoft 365 Alert : Service Degradation – Microsoft Forms – Some users are unable to load or access the Microsoft Forms service – RESOLVED

26/08/2022 09:00:00 AM (BST)

NHSmail Reference : INC31297704

Microsoft Reference : FM419732

Issue Status : RESOLVED

Issue Description : Some users were unable to access the Microsoft Forms service through the Office.com waffle.

More Info : Users were unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu or the waffle menu within other Microsoft 365 applications. For example, users accessing Microsoft Forms via the waffle menu within SharePoint Online would have been affected.

As workarounds, users were unable to access the service when navigating directly via: https://www.office.com/launch/forms?auth=2, forms.office.com or forms.microsoft.com. Users were also able to access Forms via office.com when clicking on Microsoft Forms link in the left navigation or the apps flyout menus.’

While Microsoft was investigating the root cause, they recommended users with a window height of 750-800 pixels to lower the configuration and reattempt to access.

Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle menu were impacted. Impact appears to have been limited to users with a configured window height of approximately 750-800 pixels.

Final Update : 29/08/2022 10:30:00 AM – Microsoft has rerouted traffic from the infrastructure that was experiencing issues reverting the change to expedite mitigation. They have confirmed via internal telemetry and customer reports that the issue has been resolved.

Root cause : A recently deployed build introduced a code issue that was causing the Microsoft Forms browser page to enter an infinite retry loop in certain conditions.

Next steps : Microsoft is reviewing their change management process to determine how this scenario occurred and develop methods to prevent similar events from occurring in the future.