AppRiver Status

Status Page

Monitoring - We are currently in the process of upgrading our email delivery with Opportunistic Transport Layer Security (TLS) on all delivery servers. Any impact should be minimal but for securely delivered emails, we suggest all admins ensure their mail servers are set to accept TLS 1.2 at a minimum moving forward if they are not already set to handle that.
Dec 13, 11:18 CST

Apache Log4j Vulnerability

Monitoring - As of 10:45 PM Central Time on Wednesday, December 15th, 2021, we have reviewed all of our production systems, corporate internal IT systems, and all relevant third-party software for the presence of Log4j vulnerabilities as described by the vendor, and we have completed all vendor-recommended remediations with respect to those systems and third-party software.

We have also completed a review of our supported on-site (on-prem) products and found no Log4j vulnerabilities as described by the vendor in any of those products.

We also continue to monitor our systems (which does not include customer-premise products) for the purpose of detecting certain exploits known to leverage the Log4j vulnerability.
Dec 16, 21:15 CST

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 Operational

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

Jan 20, 2022

No incidents reported today.

Jan 19, 2022

Exchange Online Service Alert - cannot edit existing policies in S&C center

Resolved - Exchange Online service alert

Advisory information
Title: Admins can't edit existing retention policies in the Security & Compliance Center (SCC)
ID: EX315638

Status
Service Restored

Details
Title: Admins can't edit existing retention policies in the Security & Compliance Center (SCC)

User Impact: Admins couldn't edit existing retention policies in the SCC.

More info: A viable workaround was to edit existing retention policies through PowerShell.

Final status: We've reverted the bad code and confirmed through our telemetry that impact is mitigated. Users must refresh their user interface before they are able to use the service as expected. Please contact our support representatives if impact persists.

Scope of impact: All admins attempting to edit retention policies were impacted.

Start time: Monday, January 17, 2022, at 9:02 AM UTC
End time: Tuesday, January 18, 2022, at 10:30 PM UTC

Root cause: A code issue was introduced in a recent update meant to optimize some Microsoft Teams channel functionality.
Next steps:
- We'll continue to look into what within the recent code change led to impact in order to improve our code development and testing phases to avoid repeats of similar impact in the future.
This is the final update for the event.

Thank you,
The Microsoft team
Jan 19, 07:11 CST

Update - We are continuing to investigate this issue.
Jan 18, 16:29 CST

Investigating - Exchange Online service alert

Advisory information
Title: Admins can't edit existing retention policies in the Security & Compliance Center (SCC)
ID: EX315638

Status
Service Degradation

Details
Title: Admins can't edit existing retention policies in the Security & Compliance Center (SCC)

User Impact: Admins can't edit existing retention policies in the SCC.

More info: A viable workaround is to edit existing retention policies through PowerShell.

Current status: During reproduction of impact within our test tenant, we were able to narrow down the root cause to a code issue introduced in a recent update meant to optimize some Microsoft Teams channel functionality. We're reverting the update that includes the problematic code and expect it to be complete by the next update time.

Scope of impact: Your organization is affected by this event, and all admins attempting to edit retention policies are impacted.

Root cause: A code issue introduced in a recent update meant to optimize some Microsoft Teams channel functionality.

Next update by: Wednesday, January 19, 2022, at 1:30 AM UTC

Thank you,
The Microsoft team
Jan 18, 16:28 CST

Jan 18, 2022

Exchange Online Service Alert - Exchange Online

Resolved - Exchange Online service alert

Advisory information
Title: Some users may be intermittently unable to connect to the Exchange Online service
ID: EX310897

Status
Service Restored

Details
Title: Some users may be intermittently unable to connect to the Exchange Online service

User Impact: Users may have been intermittently unable to connect to the Exchange Online service.

Final status: We've confirmed that our fix was successfully deployed to the affected infrastructure and determined via telemetry that this issue is resolved.

Scope of impact: Any user may have been intermittently impacted, however instances of impact for this specific issue were rare.

Start time: Friday, December 10, 2021, at 12:00 PM UTC
End time: Monday, January 17, 2022, at 5:28 PM UTC

Root cause: A recent change to the caching infrastructure intended to improve the request fetching process in the service contained a code issue, causing impact.

Next steps:
-We're reviewing our validation and update procedures to detect issues like this prior to deployment and prevent problems like this from occurring in the future.

This is the final update for the event.

Thank you,
The Microsoft team
Jan 18, 06:45 CST

Identified - EX310897

anuary 10, 2022 12:22 PM
Title: Some users may be intermittently unable to connect to the Exchange Online service

User Impact: Users may be intermittently unable to connect to the Exchange Online service.

Current status: We've completed the validation of the fix and are monitoring it as it progresses through the affected infrastructure. Most users should see relief.

Scope of impact: Any user may be intermittently impacted, however instances of impact for this specific issue are rare.

Start time: Friday, December 10, 2021, 6:00 AM (12:00 PM UTC)

Estimated time to resolve: We expect the fix to complete deploying to all affected infrastructure by Monday, January 17, 2022, 12:30 PM (6:30 PM UTC)
.

Root cause: A recent change to the caching infrastructure intended to improve the request fetching process in the service contains a code issue, causing impact.

Next update by: Monday, January 17, 2022, 12:30 PM (6:30 PM UTC)
Jan 11, 13:18 CST

Investigating - Exchange Online service alert

Advisory information
Title: Some users may be intermittently unable to connect to the Exchange Online service
ID: EX310897

Status
Service Degradation

Details
Title: Some users may be intermittently unable to connect to the Exchange Online service

User Impact: Users may be intermittently unable to connect to the Exchange Online service.

Current status: We've completed the validation of the fix and are monitoring it as it progresses through the affected infrastructure. Most users should see relief.

Scope of impact: Any user may be intermittently impacted, however instances of impact for this specific issue are rare.

Start time: Friday, December 10, 2021, at 12:00 PM UTC

Estimated time to resolve: We expect the fix to complete deploying to all affected infrastructure by Monday, January 17, 2022, at 6:30 PM UTC.

Root cause: A recent change to the caching infrastructure intended to improve the request fetching process in the service contains a code issue, causing impact.

Next update by: Monday, January 17, 2022, at 6:30 PM UTC

Thank you,
The Microsoft team
Jan 10, 16:41 CST

Exchange Online Service Alert - unable to search email stored locally in PST or OST files via the Outlook desktop client

Resolved - Exchange Online service alert

Advisory information
Title: Some users are unable to search email stored locally in PST or OST files via the Outlook desktop client
ID: EX313982

Status
Service Restored

Details
Title: Some users are unable to search email stored locally in PST or OST files via the Outlook desktop client

User Impact: Users were unable to search email stored locally in PST or OST files via the Outlook desktop client.

More info: This issue would happen with any account in which email was stored locally in Personal Storage Table (PST) or Offline Storage Table (OST) files, such as Post Office Protocol (POP) and Internet Message Access Protocol (IMAP) accounts. This issue would affect offline searches for data stored in local OST files. If the default search was set to server search, the issue would only affect the advanced search in Outlook.
Users may have disabled or restarted the WSearch service while logged out of the Outlook desktop client to resolve the issue temporarily.

Final status: After completing our testing and validation process for our fix, we’ve initiated and completed deployment, rolling back the affecting update. To fully remediate the issue for all users, tenant admins will need to click the link below and follow the steps to download the MSI file and enable the Known-Issue-Rollback (KIR) via group policy: https://link.edgepilot.com/s/6872f133/6j8KYBslqEOCeXw05k0mxQ?u=https://download.microsoft.com/download/4/a/d/4adcd2e9-413d-4d49-9f0e-c69629dfd292/Windows%252010%2520(2004%2C%252020H2%2520%26%252021H1)%2520Known%2520Issue%2520Rollback%2520011422%252001.msi.

Scope of impact: Some users attempting to search for email stored locally in PST or OST files via the Outlook desktop client may have experienced impact.

Start time: Tuesday, December 14, 2021, at 6:00 PM UTC
End time: Friday, January 14, 2022, at 11:15 PM UTC

Root cause: A recent Microsoft Windows update, KB5008212, contained a code issue in which a user's log-off notifications were not handled correctly by the search indexer, causing email stored locally in PST or OST files not to appear when searching via the Outlook desktop client.

Next steps:
- We're reviewing the affecting update to identify how the code issue introduced was missed during testing and validation to better prevent similar future impact.

This is the final update for the event.

Thank you,
The Microsoft team
Jan 18, 06:44 CST

Identified - Exchange Online service alert

Advisory information
Title: Some users are unable to search email stored locally in PST or OST files via the Outlook desktop client
ID: EX313982

Status
Service Degradation

Details
Title: Some users are unable to search email stored locally in PST or OST files via the Outlook desktop client

User Impact: Users are unable to search email stored locally in PST or OST files via the Outlook desktop client.

More info: This issue will happen with any account in which email is stored locally in Personal Storage Table (PST) or Offline Storage Table (OST) files, such as Post Office Protocol (POP) and Internet Message Access Protocol (IMAP) accounts. This issue will affect offline searches for data stored in local OST files. If the default search is set to server search, the issue will only affect the advanced search in Outlook.
Users may disable or restart the WSearch service while logged out of the Outlook desktop client to resolve the issue temporarily.

Current status: We believe that the recent Microsoft Windows update, KB5008212, contains a code issue in which a user's log-off notifications are not handled correctly by the search indexer, causing email stored locally in PST or OST files not to appear when searching via the Outlook desktop client. We're testing with affected users now to confirm this theory and aid in developing a fix that remediates impact.

Scope of impact: Some users attempting to search for email stored locally in PST or OST files via the Outlook desktop client may experience impact.

Root cause: The recent Microsoft Windows update, KB5008212, contains a code issue in which a user's log-off notifications are not handled correctly by the search indexer, causing email stored locally in PST or OST files not to appear when searching via the Outlook desktop client.

Next update by: Friday, January 14, 2022, at 2:00 AM UTC

Thank you,
The Microsoft team
Jan 13, 08:45 CST

Jan 17, 2022

No incidents reported.

Jan 16, 2022

No incidents reported.

Jan 15, 2022

No incidents reported.

Jan 14, 2022

Exchange Online Service Alert - Encrypted Email messages via Exchange Online

Resolved - Exchange Online service alert

Advisory information
Title: Some users are unable to send encrypted email messages using newly created sensitivity labels
ID: EX307425

Status
Service Restored

Details
Title: Some users are unable to send encrypted email messages using newly created sensitivity labels

User Impact: Users' encrypted email messages using newly created sensitivity labels failed to be sent through Exchange Online.

Final status: We've confirmed that the fix has now completely saturated the affected infrastructure and the user impact is remediated.

Scope of impact: Impact was specific to a subset of users serviced through the affected infrastructure.

Start time: Tuesday, November 23, 2021, at 8:00 AM UTC

End time: Friday, January 14, 2022, at 2:00 AM UTC

Root cause: A recent change intended to optimize the infrastructure introduced a code error, which was causing Rights Management Services (RMS) processes to fail, causing errors and resulting in impact.

Next steps:
- To help prevent similar impact in the future, we're further reviewing the code error which was introduced by the change intended to optimize the infrastructure.

This is the final update for the event.

Thank you,
The Microsoft team
Jan 14, 07:00 CST

Update - EX311826

January 10, 2022 11:24 AM
Title: Recipients are unable to open encrypted email messages sent via Exchange Online

User Impact: Recipients are unable to open encrypted email messages sent via Exchange Online.

More info: Affected users can use One Time Password (OTP) as an alternative method to open encrypted email messages; however, when using this method, users should not select the option which states "This is a private computer. Keep me signed for 12 hours." Selecting this option will result in impact and is being addressed with the secondary fix.

Current status: We've received feedback from affected users that messages sent leveraging transport rules on legacy encryption methods are still experiencing impact when opened via desktop browsers. Upon reviewing the data provided by these users, we've confirmed that the code path used by some legacy encryption methods wasn't addressed with the initial fix for desktop scenarios but is subsequently covered with the ongoing deployment meant to address the mobile web client. This fix has currently saturated to eight percent across the affected environments, and we're monitoring its progress and will provide an update on the deployment timeline during our next scheduled update in efforts to identify an approximate remediation date.

Scope of impact: The issue may impact any users sending external encrypted email messages.

Start time: Friday, December 17, 2021, 1:28 AM (7:28 AM UTC)

Root cause: A compatibility issue with the Outlook on the web legacy codebase is causing message decryption failures.

Next update by: Friday, January 14, 2022, 1:00 PM (7:00 PM UTC)
Jan 11, 13:19 CST

Identified - January 8, 2022 11:55 AM

Title: Recipients are unable to open encrypted email messages sent via Exchange Online

User Impact: Recipients are unable to open encrypted email messages sent via Exchange Online. More info: Affected users can use One Time Password (OTP) as an alternative method to open encrypted email messages; however, when using this method, users should not select the option which states "This is a private computer. Keep me signed for 12 hours." Selecting this option will result in impact and is being addressed with the secondary fix.

Current status: We've validated within our test environment that impact is remediated for the mobile web clients, and we're proceeding with deployment of the fix to affected environments. Based on initial metrics, we estimate that the fix for mobile scenarios should be saturated by Monday, January 17, 2022 and we'll monitor the fix as it saturates to ensure it completes as expected. In parallel, we're standing by for further user feedback to ensure that the desktop web client scenario is resolved.

Scope of impact: The issue may impact any users sending external encrypted email messages.

Start time: Friday, December 17, 2021, 1:28 AM (7:28 AM UTC)

Root cause: A compatibility issue with the Outlook on the web legacy codebase is causing message decryption failures.

Next update by: Monday, January 10, 2022, 1:00 PM (7:00 PM UTC)
Jan 10, 11:02 CST

Investigating - Exchange Online service alert

Incident information
Title: Recipients are unable to open encrypted email messages sent via Exchange Online
ID: EX311826

Status
Service Degradation

Details
Title: Recipients are unable to open encrypted email messages sent via Exchange Online

User Impact: Recipients are unable to open encrypted email messages sent via Exchange Online.

More info: Affected users could have used a One Time Password (OTP) as an alternative method to open encrypted email messages.

Current status: We've received reports that impact associated with EX307758 persists in some environments, and we've determined that the fix didn't fully saturate all affected environments as expected. We're working to complete the deployment process to remediate impact for the remaining affected users, and we'll have a more precise deployment timeline in our next update. Users may experience gradual relief as the fix progresses throughout their environment.

Scope of impact: The issue may impact any users sending external encrypted email messages.

Start time: Friday, December 17, 2021, at 7:28 AM UTC

Root cause: A compatibility issue with the Outlook on the web legacy codebase is causing message decryption failures.

Next update by: Saturday, January 8, 2022, at 12:00 AM UTC

Thank you,
The Microsoft team
Jan 5, 16:16 CST

O365 US based licensing issue

Resolved - The licensing issue has been resolved, we appreciate your understanding and do apologize for the inconvenience.
Jan 14, 06:58 CST

Identified - We are currently experiencing an issue with ordering licensing for Office 365. We do apologize for this inconvenience and appreciate your patience as we work with Microsoft to resolve the issue. Updates will be posted to stats as we have them.
Jan 13, 12:30 CST

Jan 13, 2022

Jan 12, 2022

Exchange Online Service Alert - Email Delays

Resolved - Exchange Online service alert

Advisory information
Title: Some users may experience delays receiving email messages within the Exchange Online service
ID: EX313392

Status
Service Restored

Details
Title: Some users may experience delays receiving email messages within the Exchange Online service

User Impact: Users may have experienced delays receiving email messages within the Exchange Online service.

More info: Impact was specific to email messages sent from an email system that was not part of the Exchange Online service.

Final status: We've finished restarting all of the affected infrastructure following the infrastructure misconfiguration correction and internal monitoring confirms that impact has been remediated.

Scope of impact: Impact was specific to some users who were served through the affected infrastructure.

Start time: Tuesday, January 11, 2022, at 4:00 AM UTC

End time: Wednesday, January 12, 2022, at 12:17 AM UTC

Root cause: A misconfiguration in the infrastructure responsible for email delivery was causing email delays.

Next steps:
- To help prevent similar impact in the future, we're further reviewing the underlying cause of the misconfiguration in the infrastructure responsible for email delivery that was causing email delays.

This is the final update for the event.

Thank you,
The Microsoft team
Jan 12, 08:43 CST

Identified - EX313392

Title: Some users may experience delays receiving email messages within the Exchange Online service

User Impact: Users may experience delays receiving email messages within the Exchange Online service.

More info: Impact is specific to email messages sent from an email system that is not part of the Exchange Online service.

Current status: We're continuing to restart the affected infrastructure to ensure the configuration reversion becomes effective, in order to remediate impact.

Scope of impact: Impact is specific to some users who are served through the affected infrastructure.

Root cause: A misconfiguration, in the infrastructure responsible for email delivery, is causing email delays.

Next update by: Tuesday, January 11, 2022, 4:30 PM (10:30 PM UTC)
Jan 11, 13:18 CST

Investigating - Exchange Online service alert

Advisory information
Title: Some users may experience email delays of up to 20 minutes within the Exchange Online service
ID: EX313392

Status
Service Degradation

Details
Title: Some users may experience email delays when delivering to the Exchange Online service

User Impact: Users may experience email delays when delivering to the Exchange Online service.

Current status: We’re reviewing details provided in the support case to determine the next steps needed to resolve this issue.

Scope of impact: Impact is specific to some users who are served through the affected infrastructure.

Next update by: Tuesday, January 11, 2022, at 1:00 PM UTC

Thank you,
The Microsoft team
Jan 11, 07:13 CST

Jan 11, 2022

Exchange Online Service Alert - New Contact option on Outlook on the web

Resolved - Exchange Online service alert

Advisory information
Title: Users couldn't see the New Contact option on Outlook on the web
ID: EX313328

Status
Service Restored
Jan 11, 13:10 CST

Monitoring - Exchange Online service alert

Advisory information
Title: Users couldn't see the New Contact option on Outlook on the web
ID: EX313328

Status
Service Restored

Details
Title: Users couldn't see the New Contact option on Outlook on the web

User Impact: Users were unable to see the New Contact option on Outlook on the web.

More info: This issue was affecting Outlook on the web versions 20220103004.09 or higher.

Final status: The fix has been finalized and deployed. We've confirmed that the issue have been successfully mitigated after monitoring the affected environment.

Scope of impact: This issue may have potentially affected any of your users attempting to add a new contact in Outlook on the web.

Start time: Friday, January 7, 2022, at 7:05 AM UTC
End time: Tuesday, January 11, 2022, at 1:50 PM UTC

Root cause: A recent update to the People services inadvertently resulted in impact.
Next steps:
- We're reviewing our update procedures to better identify similar issues during our development and testing cycles.

This is the final update for the event.

Thank you,
The Microsoft team
Jan 11, 09:06 CST

Investigating - Exchange Online service alert

Advisory information
Title: Users can't see the New Contact option on Outlook on the web
ID: EX313328

Status
Service Degradation

Details
Title: Users can't see the New Contact option on Outlook on the web

User Impact: Users are unable to see the New Contact option on Outlook on the web.

More info: Users are able to see the New Contact option when using Internet Explorer 11.

Current status: We're continuing our review of network traces and PSR logs as we conduct testing on internal reproductions of the issue to assist our investigation.

Scope of impact: Your organization is affected by this event, and any user attempting to add a new contact in Outlook on the web is impacted.

Next update by: Tuesday, January 11, 2022, at 8:00 AM UTC

Thank you,
The Microsoft team
Jan 11, 07:11 CST

Jan 10, 2022

Jan 9, 2022

No incidents reported.

Jan 8, 2022

Secure Cloud Encryption Outbound Send issue

Resolved - Dear Zix|Appriver Customer,

Our engineers have resolved the issue where outbound messages that pass through the Secure Cloud Encryption servers were not sending messages. This involved customers that have AEE, ZEE, and ZixMultitenant subscriptions.

We do apologize for the inconveniences this may have caused.

Thank You,

Zix|Appriver Customer Support
Jan 8, 03:43 CST

Identified - Dear Zix|Appriver Customer,

Our engineers are currently investigating/working on an issue where outbound messages that pass through the Secure Cloud Encryption servers are not sending messages. This does involve customers that have AEE, ZEE, and ZixMultitenant subscriptions.

We do apologize for the inconvenience this is causing.

Thank You,

Zix|Appriver Customer Support
Jan 8, 02:55 CST

Jan 7, 2022

No incidents reported.

Jan 6, 2022

No incidents reported.