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

Announcements Sourav Nandi

10/06/2025 08:50:00 AM

NHSmail Reference: INC46550241

Microsoft Reference: EX1090277

Issue Status: RESOLVED

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.

Final Update: 02/07/2025 11:00:00 AM – Microsoft have received feedback from some affected users confirming that impact has been remediated.

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: Wednesday, July 2, 2025, at 11:30 AM UTC