| 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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| 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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