Microsoft 365 Alert – Service Degradation – Exchange Online – Some users may be unable to access the Outlook desktop and mobile apps – RESOLVED

Announcements Arpan Das

14/05/2025 08:50:00 AM

NHSmail Reference: INC46528289

Microsoft Reference: EX1072812

Issue Status: RESOLVED

Issue Description: Users may be unable to access the Outlook desktop and mobile apps.

More info: Users may receive an error stating “Something went wrong. [4usqa]” or “AADSTS500014: The service principal for resource ”[Resource ID]” is disabled.” when attempting to access the Outlook desktop and mobile app.

Outlook on the web and the new Outlook desktop apps are unaffected.

Users can enable the Information Protection app’s service principal in Microsoft Azure to allow users to access the Outlook desktop and mobile apps; however, the app may be automatically disabled and cause the impact to reoccur.

Final Update: 15/05/2025 08:56:00 AM – Microsoft have completed the reversion of the offending service update and confirmed through service health monitoring that the impact is remediated.

Scope of impact: This issue may impact some users attempting to access the Outlook desktop and mobile apps.

Root cause: A recent service update is blocking access to the Outlook desktop and mobile clients for some users that have the Information Protection app’s service principal disabled.

Next Steps: Microsoft are reviewing their service update testing and validation procedures to identify and prevent similar misconfigurations in deployments moving forward.