Service degradation - Content Library is not accessible in West Europe (Production 0)

Update timeline

1. identified Jan 29, 2026, 11:14 AM UTC

   We have identified an issue that affects a subset of customers and are working towards a resolution. Further updates will be posted here soon.

2. resolved Jan 29, 2026, 11:56 AM UTC

   The incident has been resolved, and further information will be provided in a postmortem shortly. We apologize for the impact to affected customers.

3. postmortem Feb 02, 2026, 11:54 AM UTC

   **Investigation** The issue began at 11:05 AM CET on January 29, 2026, following a deployment to West Europe \(Production 0\). From that point, some users were unable to access the content library in both the Web Add-in and VSTO Add-in. The engineering team initiated an immediate investigation and quickly traced the issue to recent changes made to enhance the end-user experience. We found that the update caused an issue during application startup, which prevented the feature from loading correctly. **Mitigation** Upon identifying the likely cause, the team prioritized restoring access to the content library for affected users. After confirming the issue stemmed from the new changes, the team prepared a rollback of the deployment to remove the problematic update. **Resolution** To resolve the issue, the team rolled back the earlier deployment in West Europe \(Production 0\) at 12:49 PM CET on January 29, 2026. Once the rollback was completed, access to the content library in both the web add-in and VSTO returned to normal for all affected users. **Post-Incident Actions** To prevent similar issues in the future, we are introducing a new end-to-end test to simulate delayed environment initialization, making it easier to detect these types of timing-related problems before updates go live. **Impact and Scope** This incident affected a subset of users in West Europe \(Production 0\) who were unable to access the content library in the web add-in and VSTO between 11:05 AM CET and 12:49 PM CET on January 29, 2026. Other clusters and features were not impacted. ‌ We sincerely apologize for the disruption this incident caused. Ensuring a stable and reliable experience is always our top priority. We remain committed to continuous improvement and appreciate your understanding.