| NOTICE TIME ZONE |
Brisbane GMT+10 |
| STATUS (Open/Closed) |
Closted |
| INCIDENT START DATE |
20200929 |
| INCIDENT START TIME (HH:MM) |
Approx: 07:15 |
| ESTIMATED TIME TO RESOLUTION |
N/A |
| INCIDENT END DATE |
20200929 |
| INCIDENT END TIME (HH:MM) |
3:15pm |
| OUTAGE DURATION |
8hrs |
| INCIDENT CAUSED BY A 3RD PARTY? |
Yes |
| IF YES, NAME OF 3RD PARTY |
MICROSOFT |
| XCRM TICKET NUMBER |
N/A |
| BRAND |
X365 |
| INTERNAL PRIORITY |
N/A |
| CUSTOMERS AFFECTED |
ALL |
| SITES AFFECTED |
ALL |
| DESCRIPTION OF INCIDENT |
OneDrive, Outlook, SharePoint sporadically down for some users. |
| PRIMARY IMPACT EFFECT |
Users may have issues accessing Microsoft Office 365 data and applications |
| SECONDARY IMPACT EFFECT |
None |
| EVENT TIMELINE |
|
| |
TUESDAY 29TH SEPTEMBER 2020 |
| 07:30 |
XSTRA started to see applications not responding |
| 07:41 |
Clients started to call in |
| 07:45 |
An online search on status pages showed there was an issue – see DownDetector |
| |
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| |
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| 08:10 |
Microsoft identified a recent change and are performing a rollback – see M365 Twitter |
| 08:59 |
XSTRA prepares an SDN as the issues are not being resolved by Microsoft fast enough |
| 09:15 |
Microsoft completed the roll back and are monitoring – see M365 Twitter |
| 09:20 |
Microsoft noticed no improvement in service – see M365 Twitter |
| 09:45 |
Microsoft commenced rerouting traffic via alternative infrastructure – see M365 Twitter |
| 10:30 |
Microsoft noticed improvement of services – see M365 Twitter |
| 11:15 |
Microsoft are seeing significant improvement for the services affected – see M365 Twitter |
| 13:15 |
Microsoft have seen majority of services recovered and are monitoring any residual impact – see M365 Twitter |
| 15:15 |
Microsoft have marked the incident as resolved – see M365 Twitter |
| RECOVERY & RESOLUTION |
|
| ROOT CAUSE |
|
| |
Microsoft performed a change that resulted in users unable to authenticate with Azure Active Directory |
| CORRECTIVE & PREVENTATIVE MEASURES |
|
| |
Clients should retry opening their Office 365 applications every 30 minutes |
| RESIDUAL EFFECT |
|
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