Microsoft 365 Alert – Service Degradation – Exchange Online – Users may be unable to view email message contents within shared archive mailbox search results in Outlook on the web – RESOLVED

Announcements Sourav Nandi

19/06/2023 08:30:00 AM (GMT)

NHSmail Reference : INC36510389

Microsoft Reference : EX591239/EX596776

Issue Status : RESOLVED

Issue Description : Users may be unable to view email message contents within shared archive mailbox search results in Outlook on the web.

More info : The impact may occur when searching directly in a shared archive mailbox in Outlook on the web, as well as searching all folders in a shared primary mailbox if it has a shared archive mailbox enabled in Outlook on the web. Affected users see the following error message while trying to move the affected search content or view it in the Reading Pane: “Your message can’t be displayed right now.”

Since impact is specific to Outlook on the web, users can leverage the Outlook desktop client for this task if they have access to that method. Additionally, users can double-click the affected email in the search result list to view its contents in a new window.

Final Update : 21/06/2023 08:50:00 AM – Microsoft have received confirmation from affected users that reverting the deployment has remediated the impact

Scope of impact : This event may impact users who attempt to search shared archive mailboxes directly or in shared primary mailboxes in Outlook on the web and then view the email message contents in the Reading Pane.

Root cause : A recent deployment by Microsoft has caused shared archive mailbox search results to wrongly be identified as primary mailbox search results, which is causing search requests for the shared archive mailboxes to be incorrectly routed when users attempt to view the search contents in the Reading Pane in Outlook on the web.

Next steps : To help prevent similar impact in the future, they are further reviewing why the deployment caused the identification issue and how we can improve our validation procedures to catch such issues before deployment.