Status Page
Investigating -

*Please Note before proceeding* - If you are using Email Threat Protection Smarthosting for outbound service, DKIM/DMARC will need to be configured there instead of O365 – see the following link for ETP Smarthosting - Zix | AppRiver Status - DKIM signing for Email Threat Protection



 



Yahoo/Aol and a few other providers recently made some security updates and are beginning to require DKIM/DMARC in addition to SPF. These records would need to be configured with your DNS provider, in order to prevent the rejections, you have received.



Please ensure you have SPF (TXT) record configured first before proceeding with O365 DKIM/DMARC.



 



How to enable/add DKIM:



Generate DKIM keys within the M365 Admin Center -



1. Sign-in through the M365 admin center as a global administrator



2. In the left-hand menu, click on Security under Admin Centers. This will take you to the Microsoft Defender Portal.



3. From there, Under Email & Collaboration - click on Policies and Rules --> Threat policies --> Email Authentication Settings --> DKIM --> Select your Domain and Enable.



4. You can select Generate DKIM Key and it will populate the required CNAME record information



 OR



It will show in the form of an error message when attempting to enable. This error message also contains the needed CNAME records.



***Once you have configured these two CNAME records on your DNS side, please go back to the same location mentioned above in the Microsoft Defender Portal.***



1. M365 admin center --> Security Admin Center (Microsoft Defender Portal) --> Policies and Rules --> Threat policies --> Email Authentication Settings --> DKIM --> Click on Domain and Enable DKIM.



 



***DKIM should now be successfully be enabled.***



 



How to add DMARC:



1. After DKIM is enabled and configured, please contact your DNS provider for assistance with creating a DMARC record.



There is also third-party tools and sites that can be used as a DMARC generator to generate a DMARC record for you. Then you can add the record through your DNS provider.



 



------------



 



For more information regarding both records, please see the articles below.



Set up DKIM to sign mail from your Microsoft 365 domain:



https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dkim-configure?view=o365-worldwide



 



Set up DMARC to validate the From address domain for senders in Microsoft 365:



https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-dmarc-configure?view=o365-worldwide


Mar 11, 2024 - 10:47 CDT
Identified - To better assist our customers and partners more promptly, we have made some changes to the IVR menu. When calling in, please listen carefully to the dial options.

The updated IVR menu will be active starting on 4/10/2024.

Below is a copy of our updated IVR menu options for your reference:

1. For Threat Protection or Customer Portal Support – Press 1

2. For Encryption, Archive, Social Media capture or Backup Support – Press 2

3. For help with Microsoft Licensing and Support – Press 3

- For Microsoft Domain Verifications, License upgrades, Scheduled reductions, CSP transition & Pending installations - Press 1

- For Microsoft 365 or Hosted Exchange Support – Press 2

4. For Carbonite Support - Press 4

5. For Webroot Support - Press 5

Apr 03, 2024 - 08:41 CDT
Identified -

A new Microsoft Security Update is being rolled out to Hosted Exchange to secure a new zero-day vulnerability. Microsoft states the update could impact the following short term:



1. Search errors in Outlook Desktop: Microsoft has linked an article regarding this error and provided registry change fixes to resolve the issue - Search error in Outlook cached mode after installing March 2024 SU - Microsoft Support



2. Users may be unable to preview certain Office attachments via OWA – Microsoft is working on releasing a patch



3. Read vs Unread message indications may be inconsistent via Outlook Desktop – Microsoft is working on releasing a patch


Mar 20, 2024 - 07:13 CDT
Update - If you still experience password prompts on your Outlook clients after ruling out your third-party AV causing the issue, you should check the following registry key / value on your computer unless you have an Active Directory Group Policy Object (GPO) policy overriding your local computer. Please check with your IT admin if you have a GPO configured (Please Note, Zix/Appriver support cannot directly support GPO configurations).

----------------------------------------------------------------------------------------------------------------------------------------

From user computer:

- Registry key: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa

- Registry value: LmCompatibilityLevel

- It must be set at least to a value of 3 which is Send NTLMv2 response only. If the key is not there the computer will default to a value of 3 unless you have an Active Directory GPO overriding the local computer.

-------------------------------------------------------------------------------------------------------------------------------------------

If your admin is using Active Directory GPOs instead to set your security policy, please verify the following Policy location to ensure it is set to one of the supported values below. (Please Note, Zix/Appriver support cannot directly support GPO configurations).

Policy location: Computer Configuration\Windows Settings\Security Settings\Local Policies\Security Options

Policy Name: Network security: LAN Manager authentication level

Unsupported values
Send LM & NTLM responses
Send LM & NTLM - use NTLMv2 session security if negotiated
Send NTLM responses only

Supported values
Send NTLMv2 responses only
Send NTLMv2 responses only. Refuse LM
Send NTLMv2 responses only. Refuse LM & NTLM
Not Defined

Mar 09, 2024 - 19:40 CST
Monitoring - We are getting reports of some users unable to log into Outlook desktop but can successfully log into Outlook Web Access.

There was a recent Microsoft Exchange security update that could be causing this impact if you are using an outdated non-supported version of Outlook or using an Anti-Virus service on your computer. Clients using AV that does endpoint protection of the Outlook connections could cause repeated login prompts as that would appear as a man-in-the-middle attack.

Please ensure you are currently running at least Outlook 2013 (that is fully updated) or newer.
*Please note however, Outlook 2013 Microsoft end of life was on April 11th, 2023, so it is further recommended to run at least Outlook 2016 or newer*

If you have a third-party Anti-Virus service running on your computer, please temporarily disable the setting doing endpoint protection on Outlook connections through your AV, restart Outlook, then see if you can successfully log into Outlook.
If successful, this indicates your AV could be running encrypted connection checks on Outlook connections or could be running an AV that needs to be updated.

We recommend to please contact your AV service provider / support team to report this issue for assistance.

Mar 09, 2024 - 13:59 CST
Archive Services ? Operational
Information Archive / ZCP Operational
Erado Archiving ? Operational
Legacy Archive / ZixArchive Operational
CloudAlly Backup Operational
Encryption Services Operational
EMP/DeliverySlip Operational
Erado SecureMail (ESM) Operational
Hosted ZixGateway Operational
Hosted SMB Operational
Secure Cloud Email Encryption (AEE/ZEE) Operational
ZixPortal Operational
Customer Portal Interface Operational
Customer Portal Operational
Partner Portal Operational
Billing Area Operational
ZixCentral ? Operational
Secure Hosted Exchange Operational
Exchange 2013/2016+ (EXG7) Operational
Office 365 Operational
DNS Hosting ? Operational
Support Infrastructure Operational
Phone System Operational
Live Chat Operational
Support Ticketing System Operational
Threat Protection Operational
Email Threat Protection ? Operational
Zix Protect/Spam Stops Here ? Operational
Email Continuity Operational
Secure Cloud Email Continuity Operational
Legacy Continuty Operational
Datacenter Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Past Incidents
May 29, 2024

No incidents reported today.

May 28, 2024
Resolved - The issue has been resolved and Support Operations are functioning.
May 28, 14:33 CDT
Investigating - Our Support Agents are unable to access the ticketing at this time. We currently have a high-severity case open to rectify the issue. If you have a case already submitted, Thank You, we will process it as soon as we can upon regaining access. If you are experiencing issues where your service is impacted, please call into our Support line.
May 27, 11:32 CDT
May 27, 2024
May 26, 2024

No incidents reported.

May 25, 2024

No incidents reported.

May 24, 2024
Completed - The scheduled maintenance has been completed.
May 24, 00:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 23, 22:00 CDT
Scheduled - We will be undergoing Customer Portal maintenance between 10:00PM-12:00AM Central time.

The Customer Portal may have periods of inaccessibility or degraded functionality during this window of time.

If you require immediate assistance, please contact our Support teams via phone at 888-576-4949 or via email to support@appriver.com

May 22, 07:14 CDT
May 23, 2024
Resolved - This incident has been resolved.
May 23, 07:05 CDT
Update - This sync change will occur on Monday April 22nd, 2024.
Apr 18, 07:48 CDT
Identified -

Upcoming sync change to the Customer Portal:



Any external "placeholder" user accounts created by Microsoft from your O365 tenant will no longer sync to the Zix/Appriver Customer Portal.



These are external "placeholder" user accounts listed with the following unique format – example user - msallmen_example.com#EXT#@jackyandpeaches.onmicrosoft.com



Q: What are these external user accounts for?



A: When an active O365 user shares data externally with an external user, for example a SharePoint site, once the external user accesses the shared data, Microsoft will automatically create an external "placeholder" account in the O365 tenant user list for that external user.



Once created, the account would sync over to the Zix/Appriver Customer Portal as unlicensed. If you selected the user from the Customer Portal, you would receive an error message. This is because these users do not have any options or settings available to manage from the Customer Portal.



If you need to view or manage external users, please log into the O365 admin center to access the account from the O365 tenant user list. 


Apr 15, 09:39 CDT
Resolved - This incident has been resolved.
May 23, 07:04 CDT
Investigating - Error
Correlation ID:
scu#f8839bb6-9c84-41b0-b569-cd4e36fe2a5f
Error code:
0

Update from Microsoft that issue is resolved


Title: Admins may be unable to access the Microsoft 365 Admin center

User impact: Admins may have been unable to access the Microsoft 365 Admin center.

More info: When attempting to access the Microsoft 365 Admin center, admins may have received a message informing them that "You can try refreshing the page to solve the problem. You can also wait a few minutes and try again."

As this event impacted Admin center access, we also published to our Service Health Status page: https://status.cloud.microsoft/

Final status: After extended monitoring, we confirmed that the issue is resolved for all admins.

Scope of impact: Any admin attempting to access the Microsoft 365 Admin center may have been affected.

Start time: Wednesday, May 22, 2024, at 10:15 PM UTC

End time: Thursday, May 23, 2024, at 2:20 AM UTC

Root cause: A configuration issue introduced in a recent update to some infrastructure that supports Microsoft 365 Admin center functionality led to impact.

Next steps:
- We're assessing our update methodology so we can prevent the introduction of similar future misconfigurations.
- We're examining potential detection optimizations that we can implement to more quickly identify and remediate similar issues should they reoccur in the future.

A Post-incident report will be published for this event within five business days.

May 22, 18:50 CDT
May 22, 2024

Unresolved incident: Yahoo/AOL Rejection - DKIM/DMARC Records Required.

May 21, 2024

No incidents reported.

May 20, 2024

No incidents reported.

May 19, 2024

No incidents reported.

May 18, 2024

No incidents reported.

May 17, 2024

No incidents reported.

May 16, 2024

No incidents reported.

May 15, 2024

No incidents reported.