Outgoing Emails from Microsoft O365 Mailboxes Affected Due to Outage at Microsoft

Update timeline

1. investigating Jul 13, 2022, 07:00 AM UTC

   We are seeing connection issues for a few Microsoft O365 custom mailboxes. This is due to an issue at Microsoft's end because of which, even though our services are up and running, the outgoing emails sent from a few custom mailboxes are affected. We are getting the following response from MS O365 while attempting to connect to the mailboxes: 535 5.7.139 Authentication unsuccessful, SmtpClientAuthentication is disabled for the Tenant. Visit https:\/\/aka.ms\/smtp_auth_disabled for more information. We are awaiting more details from Microsoft.

2. investigating Jul 13, 2022, 11:25 AM UTC

   Please try re-enabling SMTP for your MS O365 mailbox to resolve the issue. Alternatively, please reach out to your mail service provider.

3. investigating Jul 13, 2022, 02:05 PM UTC

   Microsoft has acknowledged this as an issue at their end. They are triaging it and will share when they have an update. There's currently no action item from Freshworks end. Reference Link -> https://twitter.com/testuserfw1/status/1547170656869318663

4. investigating Jul 13, 2022, 05:31 PM UTC

   There are no updates from Microsoft on this issue yet. We'll continue to monitor the situation and post here when Microsoft shares an update.

5. investigating Jul 13, 2022, 11:38 PM UTC

   There are no updates from Microsoft on this issue yet. We'll continue to monitor the situation and post here when Microsoft shares an update.

6. investigating Jul 14, 2022, 02:48 AM UTC

   There are no updates from Microsoft on this issue yet. We'll continue to monitor the situation and post here when Microsoft shares an update.

7. investigating Jul 14, 2022, 04:57 AM UTC

   While there are no updates from Microsoft yet, we are seeing an improvement in the number of affected mailboxes. Services are almost back to normal in the IN and AU region. If your mailbox is affected, please try re-enabling SMTP for your MS O365 mailbox to resolve the issue. Alternatively, please reach out to your mail service provider.

8. investigating Jul 14, 2022, 07:52 AM UTC

   Services are almost back to normal in the IN and AU region. As there are no new updates from Microsoft yet, we'll continue to monitor the situation and post here when Microsoft shares an update.

9. investigating Jul 14, 2022, 10:52 AM UTC

   Services are almost back to normal in the IN and AU region. As there are no new updates from Microsoft yet, we'll continue to monitor the situation and post here when Microsoft shares an update.

10. investigating Jul 14, 2022, 01:52 PM UTC

    Services are almost back to normal in the IN and AU region. As there are no new updates from Microsoft yet, we'll continue to monitor the situation and post here when Microsoft shares an update.

11. resolved Jul 14, 2022, 04:00 PM UTC

    While there are no updates from Microsoft, we notice that services have significantly improved in all the regions, especially in the IN and AU regions. We consider this incident to be closed now. If you are still having trouble with your mailbox, please try re-enabling SMTP for your MS O365 mailbox to resolve the issue. Alternatively, please reach out to your mail service provider.