Status Page
Identified - Dear Zix|Appriver Customer,

Zix|Appriver is currently experiencing a temporary issue with the Information Archive system, which began at approximately 09:10 (CT). During this issue, if you need emergency assistance, please call 888-576-4949.

Customers are unable to perform searches from their respective platform.

Our engineers are currently working on the problem and we expect to have a resolution shortly. We apologize for any inconvenience this may cause.

Thank you,
Zix|Appriver Customer Support
support@zixcorp.com
Sep 15, 09:10 CDT
Update - We are continuing to monitor for any further issues.
Sep 15, 07:49 CDT
Update - We have implemented a fix, but it did not completely address all performance issues. Additional fixes are being worked on to be delivered over the course of the coming weeks. We will continue monitoring to identify and correct any additional issues causing latency.
Sep 2, 14:59 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 4, 10:07 CDT
Investigating - We are currently investigating issues with our Customer Portal that is affecting a subset of customers. The symptoms would be general slowness of loading the Customer Portal for users as they navigate through the portal. Currently we have narrowed this down to user’s location in the European region
Jun 3, 08:01 CDT
Investigating - Exchange Online service alert

Advisory information
Title: Users can't add shared mailboxes via Outlook mobile apps
ID: EX284109

Status
Service Degradation

Details
Title: Users can't add shared mailboxes via Outlook mobile apps

User Impact: Users are unable to add shared mailboxes via Outlook mobile apps.

More info: Outlook desktop and Outlook on the web are unaffected.

Users will encounter the following error when attempting to add shared mailboxes via Outlook mobile apps:
"Authentication Failed: That didn't work. You may not have the right permissions to add this mailbox or the mailbox doesn't exist."
Current status: We're reviewing recent service updates to isolate the source of the problem and determine the most expedient mitigation approach.

Scope of impact: Any user attempting to add shared mailboxes via the Outlook mobile apps may be impacted.

Next update by: Thursday, September 9, 2021, at 6:30 PM UTC

Thank you,
The Microsoft team
Sep 9, 14:26 CDT
Monitoring - Our Engineers have worked with Microsoft to implement a fix to resolve this issue. Subsequent monitoring has indicated that this issue has been resolved. Our team has implemented additional monitoring for processing to proactively address future issues. We will actively monitor, and we sincerely apologize for any inconvenience.
Sep 2, 14:50 CDT
Identified - We are actively working with Microsoft on this issue and they have verified and confirmed the issue. Microsoft has a planned deployment to address this issue, but the date is tentatively set to the first week in July 2021.

In the interim, Microsoft has created an alert system to address these issues proactively as well to help mitigate issues until the deployment is complete.
Jun 21, 17:05 CDT
Investigating - We are currently investigating Office 365 automatic mode licensing within the customer portal. This is only affecting our European region at this time. We do apologize for the inconvenience and appreciate your patience. We will update status as we receive more information.
Jun 4, 10:11 CDT
Monitoring - Summary:
On August 27, 2021, we learned of vulnerabilities with Microsoft’s Azure Cosmos DB that was discovered by the Wiz research team. The issue is described at https://chaosdb.wiz.io/ . Wiz explains how, “If the database is not internet facing then the data cannot be accessed remotely.” Microsoft’s notice to customers states, “Azure Cosmos DB accounts with a vNET or firewall enabled are protected by additional security mechanisms that prevent risk of unauthorized access.”

Microsoft has not notified Zix that it has been impacted. Zix’s use of Cosmos DB is not internet facing and has security enabled around it. Moreover, we have found no evidence of malicious activity.

Remedy:
In an abundance of caution, we have implemented the mitigation steps recommended by Microsoft. We have asked Microsoft for additional updates and guidance.

Action:
The mitigation steps have been implemented without the need for any customer action.

We encourage you to regularly evaluate your security and implement additional safeguards as appropriate.
Aug 27, 16:58 CDT
Secure Cloud Platform Operational
Customer Portal Operational
Partner Portal Operational
Billing Area Operational
Secure Hosted Exchange Operational
Exchange 2013/2016+ (EXG7) Operational
Office 365 Operational
Email Security ? Operational
Email Encryption Operational
Email Continuity Operational
Archive Partial Outage
Web Protection ? Degraded Performance
DNS Hosting Plus Operational
Support Infrastructure Operational
AppRiver Phone System Operational
AppRiver Live Chat Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Sep 16, 2021

No incidents reported today.

Sep 15, 2021
Resolved - We have rectified the issue and confirmed we are handling all log-in attempts successfully. We apologize for any inconvenience this may have caused.
Sep 15, 10:55 CDT
Identified - We are investigating an issue where users are currently unable to login to the Customer Portal.

We apologize for the inconvenience and will post updates as soon as we have more information.
Sep 15, 08:00 CDT
Resolved - This issue has been resolved. We apologize for any inconvenience this may have caused.
Sep 15, 07:07 CDT
Investigating - We are investigating an issue where users are currently unable to login to the Customer Portal. We apologize for the inconvenience and will post updates as soon as we have more information.
Sep 15, 05:49 CDT
Sep 14, 2021
Resolved - We have resolved the mail flow issues and confirmed mail is flowing again. We apologize for any inconvenience this may have caused.
Sep 14, 09:41 CDT
Investigating - We are currently investigating an issue with inbound mail flow in our European data center. We do apologize for the inconvenience and appreciate your patience. We will update status as we receive more information.
Sep 14, 05:19 CDT
Sep 13, 2021

No incidents reported.

Sep 12, 2021

No incidents reported.

Sep 11, 2021
Resolved - Dear Zix|Appriver Customer,

Zix has resolved the temporary issue with the ZixPort secure message service at approximately 3:30 PM (CT). During this issue your users may have experienced the following symptoms:
A delay in ZixPort secure message notifications
Delays or errors while attempting to access a ZixPort secure message.
We apologize for any inconvenience this may have caused.

Thank you,
Zix|Appriver Customer Support
support@zixcorp.com
Sep 11, 15:30 CDT
Identified - Dear Zix|Appriver Customer,

Zix is currently experiencing a temporary issue with the ZixPort secure message service, which began at approximately 1:30 PM (CT). During this issue your users may experience the following symptoms:
A delay in ZixPort secure message notifications
Delays or errors while attempting to access a ZixPort secure message.
Our engineers are currently working on the problem and we expect to have a resolution shortly. We apologize for any inconvenience this may cause.

Thank you,
Zix|Appriver Customer Support
support@zixcorp.com
Sep 11, 13:30 CDT
Sep 10, 2021
Resolved - September 9, 2021 11:44 PM
Title: Users' OneDrive for Business storage limits are lower than expected



User Impact: Users' OneDrive for Business storage limits were lower than expected.



More info: For users that were impacted, any quota which exceeded the 1TB storage, users may have only been able to see their content in read-only mode.



Whilst in read-only mode, users were able to access their content in OneDrive for Business, but were unable to make changes.



Instructions to manually set quotas could have been found here: https://docs.microsoft.com/en-us/onedrive/change-user-storage



Final status: We've completed our mitigation efforts and confirmed that the issue has been successfully resolved. We appreciate your patience during the duration of this incident.



Scope of impact: This issue affected a large subset of users worldwide, who have a storage quota that exceeds 1TB.



Start time: Tuesday, August 24, 2021, 9:31 PM (8/25/2021, 2:31 AM UTC)



End time: Thursday, September 9, 2021, 11:30 PM (9/10/2021, 4:30 AM UTC)



Preliminary root cause: A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.



Next steps:
- We are reviewing our change management process and monitoring in the quota management components in order to harden the system from taking action on invalid or erroneous signals.
Sep 10, 14:07 CDT
Update - September 8, 2021 5:05 PM
Title: Users' OneDrive for Business storage limits are lower than expected

User Impact: Users' OneDrive for Business storage limits are lower than expected.

More info: While the vast majority of impact associated with this event has been addressed, we remain committed to offering potential workarounds to those users who may still be affected.

For users that remain impacted, any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.

Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.

For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution. This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.

We recommend admins attempt to manually set the quota for individual users. Instructions can be found here: https://docs.microsoft.com/en-us/onedrive/change-user-storage

We're expecting some users with custom and non-custom quotas may see a delay in mitigation. As such, all users can manually trigger a refresh through various actions within OneDrive to remediate any lingering impact. For example, accessing a OneDrive for Business account from the web or selecting a file within OneDrive will trigger such a refresh.

While we understand this may not be a viable option for all organizations, we're committed to providing all potential solutions to our customers.

Current status: Our telemetry data indicates that this issue has been resolved for the majority of users, and the subset of users still impacted are continuing to experience incremental relief. We’ll continue to monitor as we complete our refresh activities designed to resolve this issue without manual intervention on the part of individual users.

We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.

Scope of impact: This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.

Preliminary root cause: root cause: A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.

Next update by: Thursday, September 9, 2021, 6:00 PM (11:00 PM UTC)
Sep 9, 14:29 CDT
Update - September 6, 2021 12:49 PM

Title: Users' OneDrive for Business storage limits are lower than expected

User Impact: Users' OneDrive for Business storage limits are lower than expected.

More info: For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.

Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.

For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution. This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.

We recommend admins attempt to manually set the quota for individual users. Instructions can be found here: https://docs.microsoft.com/en-us/onedrive/change-user-storage

We're expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.

While we understand this may not be a viable option for all organizations, we're committed to providing all potential solutions to our customers.

Current status: We continue to perform the manual refresh activity, and approximately 40 percent of the remaining non-custom accounts have been completed.

Additionally, the fix that will address the custom quota impact continues deployment and has already been deployed to the majority of the service. We’ve activated the fix on 50 percent of the infrastructure that the fix has been deployed to, and expect the fix to be activated on 100 percent of the components within the next six hours.

We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.

Scope of impact: This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.

Preliminary root cause: root cause: A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.

Next update by: Tuesday, September 7, 2021, 6:00 PM (11:00 PM UTC)
Sep 7, 07:54 CDT
Update - September 2, 2021 5:20 PM

Title: Users' OneDrive for Business storage limits are lower than expected

User Impact: Users' OneDrive for Business storage limits are lower than expected.

More info: For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.

Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.

For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution. This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.

We recommend admins attempt to manually set the quota for individual users. Instructions can be found here: https://docs.microsoft.com/en-us/onedrive/change-user-storage

We're expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.

While we understand this may not be a viable option for all organizations, we're committed to providing all potential solutions to our customers.

Current status: The deployment is nearing completion, and we expect to begin post deployment validations by the end of day, September 2, 2021. Once the fix has taken full effect, both users with custom and non-custom quotas can manually trigger a refresh through various actions within OneDrive to resolve this issue. For example, by accessing their OneDrive for Business account from the web or selecting a file.

Our automatic refresh activity is on schedule to be completed and initiated by end of day, September 3, 2021.

We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority. We appreciate your patience and will continue to update the Service Health Dashboard daily.

Scope of impact: This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.

Preliminary root cause: A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.

Next update by: Friday, September 3, 2021, 6:00 PM (11:00 PM UTC
Sep 3, 08:25 CDT
Update - August 30, 2021 5:36 PM

Title: Users' OneDrive for Business storage limits are lower than expected

User Impact: Users' OneDrive for Business storage limits are lower than expected.

More info: For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.

Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.

For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution. This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.

We recommend admins attempt to manually set the quota for individual users. Instructions can be found here: https://docs.microsoft.com/en-us/onedrive/change-user-storage

For customers with non-set quotas, we're expecting some users may see a delay in mitigation, and if necessary, can expedite this process by navigating to their OneDrive for Business account via the web.

While we understand this may not be a viable option for all organizations, we're committed to providing all potential solutions to our customers.

Current status: In order to ensure we’re following safe deployment practices, we’re in the process of completing our final validations within our internal environments prior to initiating a targeted release. Our development of a mitigation activity to initiate an automated refresh is ongoing.

Our monitoring indicates users with a default or non-custom quota set continue to see relief.

We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority. We appreciate your patience and will continue to update the Service Health Dashboard daily.

Scope of impact: This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.

Preliminary root cause: A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.

Next update by: Tuesday, August 31, 2021, 6:00 PM (11:00 PM UTC)
Aug 31, 07:28 CDT
Update - August 29, 2021 5:40 PM

Title: Users' OneDrive for Business storage limits are lower than expected

User Impact: Users' OneDrive for Business storage limits are lower than expected.

More info: For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode. Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes. For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution. This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue. We recommend admins attempt to manually set the quota for individual users. Instructions can be found here: https://docs.microsoft.com/en-us/onedrive/change-user-storage For customers with non-set quotas, we're expecting some users may see a delay in mitigation, and if necessary, can expedite this process by navigating to their OneDrive for Business account via the web. While we understand this may not be a viable option for all organizations, we're committed to providing all potential solutions to our customers.

Current status: We’ve completed development of the mitigation for users with custom quotas and are completing final validations prior to deployment. Additionally, our effort to develop a mitigation activity to initiate an automated refresh is ongoing. Our telemetry indicates the initial mitigation activity continues to provide relief for users with a default or non-custom quota set. We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority. We appreciate your patience and will continue to update the Service Health Dashboard daily.

Scope of impact: This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB. Preliminary root cause: A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.

Next update by: Monday, August 30, 2021, 6:00 PM (11:00 PM UTC)
Aug 30, 07:26 CDT
Update - August 26, 2021 5:11 PM
Title: Users' OneDrive for Business storage limits are lower than expected



User Impact: Users' OneDrive for Business storage limits are lower than expected.



More info: For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.



Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.



Current status: The deployment has completed successfully. Additionally, we’ve identified that the fix will take approximately 24 hours to take full effect. We’ll continue to closely monitor the environment during this timeframe to ensure the service remains in a healthy state, and that the fix progresses as intended.



Scope of impact: This issue affects a large subset of users worldwide.



Estimated time to resolution: Friday, August 27, 2021, 5:00 PM (10:00 PM UTC)



Preliminary root cause: A misconfiguration that resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.



Next update by: Friday, August 27, 2021, 6:00 PM (11:00 PM UTC)
Aug 27, 16:15 CDT
Investigating - OD280960

Title: Users' OneDrive for Business storage limits are lower than expected

User Impact: Users' OneDrive for Business storage limits are lower than expected.

More info: For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.

Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.

We'd like to get your feedback on the workaround we provided. From a non-mobile device, please rate this post and submit it in the textbox.

Current status: We’ve initiated the deployment of the fix in a limited environment to ensure it resolves impact as expected. Once confirmed, we’ll proceed with expanding the deployment to all affected users. By design, this fix is expected to restore all affected users to the default storage quota of five terabytes.

Scope of impact: Further investigation has identified that this issue may impact users outside of the previously communicated timeframe, we apologize for any inconvenience or confusion this may have caused. Currently, our telemetry indicates that this issue affects a larger subset of users worldwide, including those not within the aforementioned criteria.

Preliminary root cause: An exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.

Next update by: Thursday, August 26, 2021, at 9:00 PM UTC
Aug 26, 16:03 CDT
Resolved - Exchange Online service alert

Advisory information
Title: Users can't move items within shared folders when using Outlook on the web
ID: EX283525
Status
Service Restored
Details
Title: Users can't move items within shared folders when using Outlook on the web
User Impact: Users were unable to move items within shared folders when using Outlook on the web.
More info: Users saw an error message indicating "something went wrong" when trying to move items within shared folders.
While we were focused on the investigation, affected users may have been able to move items by using the "Search for a folder" section and typing the name of the destination folder.
Final status: We've confirmed with affected users that impact has been mitigated and service is restored.
Scope of impact: Any user who tried to move items within shared folders while using Outlook on the web may have experienced impact.
Start time: Friday, August 20, 2021, at 7:00 AM UTC
End time: Thursday, September 9, 2021, at 5:00 PM UTC
Root cause: A change regarding folder suggestions inadvertently prevented users from moving items within shared folders when using Outlook on the web.
Next steps:
- We're reviewing our Outlook on the web folder update procedures to find ways to prevent similar problems from happening again.
This is the final update for the event.
Thank you,
The Microsoft team
Sep 10, 14:04 CDT
Investigating - Exchange Online service alert

Advisory information

Title: Users can't move items within shared folders when using Outlook on the web

ID: EX283525

Status
Service Degradation

Details
Title: Users can't move items within shared folders when using Outlook on the web

User Impact: Users are unable to move items within shared folders when using Outlook on the web.

More info: Users are seeing an error message indicating "something went wrong" when trying to move items within shared folders.
While we're focused on the investigation, affected users may be able to move items by using the search for a folder section, and typing the name of the destination folder.

Current status: We're continuing our review of the network traces and expanding our investigation to include recent service updates to the folder feature set.

Scope of impact: Your organization is affected and any user trying to move items within shared folders while using Outlook on the web is impacted.

Next update by: Wednesday, September 8, 2021, at 8:00 PM UTC

Thank you,
The Microsoft team
Sep 8, 08:13 CDT
Resolved - This incident has cleared. Our engineers are no longer seeing delays
Sep 10, 12:00 CDT
Update - We are continuing to monitor for any further issues.
Sep 9, 15:46 CDT
Monitoring - Dear Zix|Appriver Customer,

Zix is currently experiencing a temporary delivery issues to all domains with the ZixPort secure message service due to a high volume of email traffic, which began at approximately 11:00AM (CT). During this issue your users may experience the following symptoms:
A delay in ZixPort secure message notifications
Our engineers are currently working on the problem and we expect to have a resolution shortly. We apologize for any inconvenience this may cause.

Thank you,
Zix|Appriver Customer Support
support@zixcorp.com
Sep 9, 11:00 CDT
Sep 9, 2021

Unresolved incident: Microsoft Service Alert Shared Mailboxes via Outlook Mobile App.

Sep 8, 2021
Sep 7, 2021
Sep 6, 2021

No incidents reported.

Sep 5, 2021

No incidents reported.

Sep 4, 2021

No incidents reported.

Sep 3, 2021
Resolved - We were able to identify and resolve the issue. We have also set up additional alerting to avoid this type of issue in the future. We appreciate your patience and again apologize for the inconvenience.
Sep 3, 11:31 CDT
Investigating - We are currently investigating an issue adding HEX service to new users. We do apologize for the inconvenience and appreciate your patience as we investigate this issue. Updates will be posted as we have more information.
Sep 3, 08:11 CDT
Sep 2, 2021
Resolved - Our Engineers have worked with Microsoft to implement a fix to resolve this issue. Subsequent monitoring has indicated that this issue has been resolved. Our team has implemented additional monitoring for processing to proactively address future issues. We will actively monitor, and we sincerely apologize for any inconvenience.
Sep 2, 14:50 CDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 19, 14:43 CDT
Investigating - We are currently investigating Office 365 licensing within the customer portal resulting in page time outs. We do apologize for the inconvenience and appreciate your patience. We will update status as we receive more information.
Jul 19, 10:03 CDT