Resolved after 3 hours 25 minutes, affecting APAC HighQ (Collaborate) and CAN HighQ (Collaborate) and 1 more, on September 4, 2026.
The delays affecting HighQ email to Microsoft 365 / Outlook recipients have been resolved. The cause was a change within Microsoft's email filtering service, now reversed. No email was lost, queued messages have been delivered.
Affected components
Update timeline
- identified Sep 04, 2026, 11:43 AM UTC
We are currently experiencing delays in the delivery of emails sent from HighQ instances to recipients whose email is hosted on Microsoft 365 / Outlook. This began at approximately 08:50 BST (07:50 UTC) on 4 September 2026 and is ongoing. Emails, including site notifications, document alerts, verification passcodes and password reset emails, may arrive late. If you are waiting on a verification passcode or password reset, please allow additional time before requesting another. Affected messages are held in our outbound queue and are being retried automatically. They will be delivered once the issue is resolved. Recipients on other email platforms are unaffected, as is all other HighQ functionality, the application itself is fully available. We have identified the cause as an issue with the receiving email infrastructure, which is outside Thomson Reuter's systems, and we are engaging the provider.
- monitoring Sep 04, 2026, 01:06 PM UTC
The delays affecting HighQ email to Microsoft 365 / Outlook recipients have been resolved. The cause was a change within Microsoft's email filtering service, now reversed. No email was lost, queued messages have been delivered.
- resolved Sep 04, 2026, 03:09 PM UTC
Closing incident, no further issues.
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