[Comment from Opsgenie]Barb O'Connell acknowledged alert: "M365 Service Health Notification"
Posted May 11, 2020 - 13:43 UTC
Investigating
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Exchange Online service alert
Incident information
Title: Multiple credential prompts in the Outlook client
ID: EX212047
Status
Service Restored
Details
Title: Multiple credential prompts in the Outlook client
User Impact: Users may have received repeated credential prompts within the Outlook client.
More info: While we were focused on remediation, users that had access to other protocols such as Outlook on the web or mobile devices could access their email without issue.
This issue only impacted customers using basic authentication. Customers who were able to use Modern Authentication to mitigate impact for affected users; however, this process may have required several hours to take effect for some customers.
For some customers who have disabled Modern Authentication, there was a secondary issue that was causing the client to attempt to use Modern Authentication regardless of the setting.
Final status: We've verified that the fix has been deployed to the affected infrastructure and confirmed via customer reports and service health monitoring that the issue has been resolved.
Scope of impact: This issue affected a subset of customers and users who were connecting to the service using Basic Authentication and utilized service-based search or a Focused inbox.
Start time: Monday, May 4, 2020, at 7:00 AM UTC
End time: Monday, May 11, 2020, at 5:05 AM UTC
Preliminary root cause: A recent update to the Exchange Online service contained a code issue that caused repeated credential prompts for basic authentication users.
Next steps:
- We're reviewing our update and validation procedures to prevent similar issues from reoccurring and to identify issues before initiating deployment.
- We're reviewing our deployment and patching procedures to more quickly identify the source of impact and mitigate impact in a more timely fashion.
We'll publish a post-incident report within five business days.
Thank you,
The Microsoft team
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