Microsoft 365 Alert – Service Degradation – Exchange Online – Some users may be unable to send emails to recipients within their contact list using Outlook on the web – RESOLVED

Announcements Sourav Nandi

23/05/2023 16:15:00 PM (GMT)

NHSmail Reference : INC36002396

Microsoft Reference : EX559481

Issue Status : RESOLVED

Issue Description : Some users may be unable to send emails to recipients within their contact list using Outlook on the web.

More Info : When affected users select a contact list as the recipient from ‘My Contacts’, the following error message appears, and the email cannot be sent: ‘This message can’t be sent right now. Please try again later’.

Final Update : 31/05/2023 08:51:00 AM – Microsoft confirmed that the fix has successfully saturated throughout the affected environments, and they have verified after monitoring service telemetry that the issue has been remediated.

Scope of impact : This issue may affect any user attempting to send email after adding a contact list as a recipient using Outlook on the web.

Root cause : A recent routine service change intended to update a portion of the Outlook on the web backend infrastructure code has resulted in impact.

Next steps : Microsoft are reviewing our service change testing and validation procedures to better identify similar infrastructure code update problems prior to deployment and prevent similar issues from happening again.