Microsoft 365 Alert – Service Degradation – Exchange Online – Some users” Outlook desktop client and Outlook on the web searches may not return results for recent items – RESOLVED

23/04/2025 08:25:00 AM

NHSmail Reference: INC46538314

Microsoft Reference: EX1081258

Issue Status: RESOLVED

Issue Description: Some users” Outlook desktop client and Outlook on the web searches may not return results for recent items.

More info: This issue affected a small percentage of users, and most users would likely not have encountered this problem. While the recent Outlook items, such as email messages and calendar items, didn’t appear in searches, the items were correctly appearing directly in their expected locations. The recency of the items affected may have reached up to 36 hours but were more likely items created or received in the previous 12 hours.

Current Update: 26/05/2025 09:08:00 AM – Microsoft have confirmed through their service telemetry that redirecting the affected requests has resolved the issue.

Scope of impact: Some users performing searches in the Outlook desktop client or Outlook on the web may have noticed that recent items, likely up to 12 hours old, may have not shown up in the results.

Root cause: A system service that facilitates Outlook search and indexing wasn’t processing some requests as it was operating in a degraded state.

Next Steps: Microsoft are further investigating what caused the system service facilitating search and indexing to enter an unhealthy state so that we can develop actions to prevent issues such as this in the future.