Microsoft 365 Alert – Service Degradation – Exchange Online – Some users may experience inconsistent behavior with the ‘Track email and document open rates’ feature – ONGOING

10/06/2025 08:50:00 AM

NHSmail Reference: INC46550241

Microsoft Reference: EX1090277

Issue Status: ONGOING

Issue Description: Some users may experience inconsistent behavior with the ‘Track email and document open rates’ feature.

More info: Affected users may see error messages or the ‘Track email and document open rates’ feature in the Viva Insights Add-in for Outlook not appearing despite meeting the criteria of having at least five recipients and being sent from a user mailbox hosted on Exchange Online with a valid service plan. This feature is available to users with the MyAnalytics (Full) service plan included in Office 365 E5.

Current Update: 10/06/2025 08:50:00 AM – Microsoft have identified that a recent service update, intended to change license checking logic, inadvertently introduced a code regression that’s resulting in impact. They’re developing and internally validating a fix to repair regression, in order to remediate impact. Once the fix has been validated, they’ll begin a deployment to the affected infrastructure and anticipate this process will be complete by their next scheduled update.

Scope of impact: Impact is specific to some users with the MyAnalytics (Full) service plan included in Office 365 E5 who are served through the affected infrastructure.

Root cause: A recent service update, intended to change license checking logic, inadvertently introduced a code regression that’s resulting in impact.

Next update by: Friday, June 20, 2025, at 1:00 PM UTC