Microsoft 365 Alert – Service Degradation – Microsoft 365 suite – Some users may be unable to use the search functionality in multiple Microsoft 365 services – RESOLVED

24/04/2023 13:24:00 PM (GMT)

NHSmail Reference : INC35485459

Microsoft Reference : MO545600

Issue Status : RESOLVED

Issue Description : Some users may be unable to use the search functionality in multiple Microsoft 365 services.

More Information : Impacted services include, but are not limited to:– Microsoft Teams– SharePoint Online– Outlook desktop client– Outlook on the Web

Final Update : 28/04/2023 11:04:00 AM – Microsoft are identified and fixed the underlying issue which resulted in this severe impact to users and confirmed that it is no longer occurring within the originally impacted Microsoft 365 services. They have confirmed a rare secondary impact behavior in which users may receive incomplete returns from search queries. This issue is a result of functional issues within the search index encountered during search query requests and impacts approximately one percent of user queries.They are continuing the previously described course of action to finalize a valid fix for this issue; however, any fix for this issue will require a detailed and time-intensive process to ensure proper service performance is maintained at current levels for the duration of the repair. They will provide ongoing SHD updates during this period, which will be provided through a separate notification.

Scope of impact : Impact is specific to some users who are served through the affected infrastructure. Customers hosted in any worldwide region may experience impact related to this event; though, the degree of impact can vary. Additionally, they’ve confirmed that there is no impact to any Government Cloud environments.

Root cause : A recent service change inadvertently caused an encoding mismatch between the crawler and query return service, causing search query failures for users within Microsoft Teams, SharePoint Online, and Outlook desktop/web clients.

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