INC31591715 – Email Delay in sending/receiving mail – RESOLVED

09/09/2022 15:00:00 PM (BST)

Microsoft Ticket Reference : #32882248 / EX429691

Issue Status : RESOLVED

Issue Description : The NHSmail Team are aware of a delay when sending email using MS Outlook or OWA.

Business Impact : Affected users are experiencing delays up to 100 seconds when sending email messages in Exchange Online via Outlook on the web.

OWA experience – Users will be able to create the email message in OWA but upon clicking ‘Send’, the ‘Send’ box will grey out and the email will remain visible, on screen, for up to 100 seconds, once the email is no longer visible on screen, the email will be delivered as expected.

MS Outlook client experience – Users will be able to create the email message in MS Outlook and click ‘Send’, the email will disappear and look as though as it has sent but the email could be delayed up to 100 seconds by sitting in the Outbox folder of the mailbox. Once the email is no longer seen in the Outbox, it will be delivered as expected.

Final Update : 15/09/2022 13:12:00 PM – Microsoft have confirmed from their performance data analysis that a recent service update intended to improve distribution of traffic for Outlook add-ins had produced an impacting caching issue. They have disabled this recent service update and confirmed with some affected users that the impact has been remediated. To be clear, this impact was specific to users who were served through the affected infrastructure from Friday, September 9 until Wednesday, September 14.

The Service Desk have been able to confirm with multiple users that they are no longer experiencing this issue and are closing the Master ticket as per the standard process.

To report any issues, please contact 0333 200 1133 / helpdesk@nhs.net