Microsoft 365 Alert : Service Degradation – Exchange Online – Some users may be unable to see email messages in specific Microsoft 365 groups in Outlook on the web – RESOLVED

21/11/2022 18:00:00 PM (GMT)

NHSmail Reference : INC32883545

Microsoft Reference : EX468409

Issue Status : RESOLVED

Issue Description : Some users may have been unable to see email messages in specific Microsoft 365 groups in Outlook on the web.

More info : When attempting to view email messages in some specific Microsoft 365 group mailboxes in Outlook on the web, users may have been informed that “Your request can’t be completed right now.”

Additionally, impact is specific to groups with a folder ID containing a “_” or “-”

As a workaround and while Microsoft focus on remediation, users may have been able to change their mail layout settings from “Show email as individual messages” to “Show email grouped by conversation” to successfully view email messages.

Scope of impact : Impact was specific to some users attempting to view email messages in specific Microsoft 365 groups in Outlook on the web.

Final Update : 07/12/2022 14:22:00 PM – The fix has finished saturating throughout the affected environment and Microsoft has confirmed in a test account that the impact is remediated.

Root cause : A recent service update, intended to introduce the ability to create, move, copy, or delete folders in group mailboxes, inadvertently contained a code dependency which resulted in users being unable to view email messages in specific groups.

Next steps : To help prevent similar impact in the future, we”re further reviewing the underlying cause of the code dependency and how we can improve our validation procedures to catch such issues before deployment.