INC37076937 – Delayed eMail Delivery – RESOLVED

18/07/2023 09:30:00 AM (GMT)

Issue Status: RESOLVED

Description: Internal monitoring has identified an issue with mail delivery on the NHSmail Platform. 

Engineers are urgently investigating the issue to try and resolve it as soon as possible and have raised a Severity A ticket with Microsoft to request urgent support. Two separate incidents have been reported this morning by Microsoft which are potentially the cause:

https://support.nhs.net/2023/07/microsoft-365-alert-service-degradation-exchange-online-users-inbound-and-outbound-email-delivery-may-be-delayed-for-15-minutes-or-longer-in-exchange-online/

https://support.nhs.net/2023/07/microsoft-365-alert-service-degradation-exchange-online-some-users-may-be-unable-to-send-exchange-online-email-messages/

Emails are being delivered, however, there may be a delay in them arriving at the destination mailbox until this issue is resolved and any backlog has been processed. Further updates will be provided as soon as more details become available.

Final Update : 19/07/2023 09:53:00 AM – The backlog of mails delayed yesterday as part of the Sev2 incident were cleared by 5:30pm yesterday evening and extensive monitoring has continued throughout yesterday evening and this morning. No further recurrence of the issue has been seen and Microsoft have confirmed that the roll back of the original infrastructure change that caused the issue has been successful. The issue has now been Resolved. Thank you for your patience whilst we worked with Microsoft to support mitigation of this issue.

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