Helpwise incident

Not able to send emails with individual attachment size > 3 mb with Microsoft Outlook account connected for Outgoing.

Minor Resolved View vendor source →

Helpwise experienced a minor incident on April 17, 2025 affecting Microsoft Outlook Sync, lasting 5d 11h. The incident has been resolved; the full update timeline is below.

Started
Apr 17, 2025, 06:48 PM UTC
Resolved
Apr 23, 2025, 06:41 AM UTC
Duration
5d 11h
Detected by Pingoru
Apr 17, 2025, 06:48 PM UTC

Affected components

Microsoft Outlook Sync

Update timeline

  1. identified Apr 17, 2025, 06:48 PM UTC

    We've identified an issue where our system is unable to send attachment size > 3 mb with Microsoft Outlook account connected for Outgoing as Microsoft API is giving error. We're working towards a solution to this. In the meanwhile as a workaround for customers who have connected Outlook accounts with Helpwise. We would recommend to restrict attachment sizes to less than 3MB as a workaround.

  2. resolved Apr 23, 2025, 06:41 AM UTC

    Looks like Microsoft has now fixed this. We're now not noticing this issue. We're continuing to monitor it.