Xink had 17 outages in the last 2 years totaling 79h 14m of downtime — averaging 0.7 incidents per month.
There were 17 Xink outages since July 22, 2024 totaling 79h 14m of downtime. Each is summarised below — incident details, duration, and resolution information.
The issue has been identified and a fix is being implemented.
Root cause: A background maintenance job began at 9:15 and pushed the database into heavy load. The spike was driven by an unusually high volume of clicks from misconfigured settings.
The issue has been identified and a fix is being implemented.
We are continuing to work on a fix for this issue.
This incident has been resolved. Root cause: EU database capacity lagged behind growing client traffic. Mitigation: we scaled and updated to higher tier the EU managed database to handle the increased load. This will prevent latency issue in the future.
The error occurred because the client secret used by our service principal for the Azure AD (Microsoft Entra ID) integration had expired. A client secret acts as a password that allows our application to authenticate and communicate with Microsoft Entra ID. These secrets are intentionally configured to expire after a set period for security reasons. When the secret reached its expiration date, authentication attempts began failing with the error: "The provided client secret keys for app are expired." We have generated a new client secret and updated all affected systems. We scheduled the next renewal to prevent this from happening again.
This incident has been resolved.
We are currently investigating an issue affecting the performance of click data retrieval for some customers. In certain cases, large volumes of historical data may lead to slower response times or timeouts when accessing click analytics. The root cause relates to how detailed click data has been stored over many years. As data volumes have grown significantly, this now impacts query performance. Our team is actively working on a solution that will improve performance while maintaining the level of insight our customers expect. This may include optimizing how older data is stored and accessed. We will share further updates as we progress.
We are continuing to investigate this issue.
This incident has been resolved.
Affected clients are seeing permanent delivery failures when sending emails, with the error: "messages undeliverable to one or more recipients." Our team is actively investigating and implementing fixes. We will share more details soon.
This incident has been resolved.
Clients may encounter connection issue with the add-in, showing "Error contacting Xink: HTTP error: 500" We are currently investigating this issue.
This incident has been resolved.
Clients may encounter connection issue with the add-in, showing error 503. We are currently investigating this issue.
Applied updates for the add-in caused initial connection issue with Classic Outlook. Restarting the Outlook application will fix and restore the connection. Please advise users to restart their Outlook application to clear the error.
Incident has been resolved
## Description The Outlook 365 Add-in for Classic Outlook encountered connection issue \(Error 503\) where email signatures failed to load. ## Root Cause The issue was caused by an important update for the Add-in which requires Classic Outlook to restart in order to complete. ## Impact * **User Experience**: Add-in is not connecting and signatures are not inserted when composing emails. * **Business Impact**: No critical data loss or security issues. ## Resolution Users must restart Outlook app to clear the error and complete the Add-in update.
We are actively investigating reports of slow image loading when composing a new email. This is only specific to the Xink add-in in Outlook on the web. Initial analysis confirms the issue does not occur in Outlook Classic or the New Outlook preview. Affected users may experience delayed rendering of signature images, intermittent image load errors, or instances where images fail to load entirely. Evidence points to a performance degradation in the Microsoft API used by the add-in to retrieve signature assets in Outlook on the web.
Microsoft has published official details regarding this incident on the Microsoft 365 Service Health Dashboard (SHD) under ID EX1183800. Our investigation confirms that the issue originates from Microsoft’s services and is not related to the Xink platform. We’ll continue to monitor the situation, but no action is required from Xink customers at this time. For more information, please refer to Microsoft’s SHD. https://admin.cloud.microsoft/?source=applauncher#/servicehealth/:/alerts/EX1183800
This incident has been resolved.
Clients may experience issues accessing the Xink UK portal due to some services being unreachable or responding slowly. The problem originated from a scheduled automatic update that failed, impacting service availability. To address this issue, we scaled additional resources to restore functionality and improve service performance. We apologize for the inconvenience and appreciate your patience as we work to restore services to normal.
This incident has been resolved.
We are experiencing some problems with the Server-side (rerouting) service. As a result, some of our clients with server-side enabled may experience issues in email delivery. We are currently working on resolving the issue as our TOP PRIORITY. In the meantime, we suggest temporarily disabling the transport rule >https://support.xink.io/support/solutions/articles/1000311916-it-pro-how-to-disable-server-side-transport-rule We will get back with an update when you can re-activate the transport rule. We apologize for this incident and working to resolve it urgently.
Spamhaus (Microsoft's default spam service provider) is blocking our EU IP and some of our clients with rerouting enabled sent messages are not received.
EU IP has been delisted with Spamhaus and service is restored.
This incident has been resolved.
Due to SpamHouse \(Microsoft's default spam service provider\) blocking one of our EU IP relay, between October 19, 2024 15:58:51 and October 20, 2024 11:27:37, some of our clients with rerouting enabled received NDRs or were unable to send emails. Below is an error that affected users received. 2024-10-20 11:42:20 1t2UKC-0000000738v-1Zz9 \*\* [xxxx@](mailto:[email protected])domain.com R=dnslookup T=remote\_smtp [H=xxx-nl.mail.protection.outlook.com](http://H=hcs-nl.mail.protection.outlook.com) \[52.101.68.36\] X=TLS1.3:TLS\_AES\_256\_GCM\_SHA384:256 CV=yes: SMTP error from remote mail server after RCPT TO:: 550 5.7.1 Service unavailable, Client host \[40.68.36.243\] blocked using Spamhaus. To request removal from this list see [https://www.spamhaus.org/query/ip/40.68.36.243](https://www.spamhaus.org/query/ip/40.68.36.243) AS\(1440\) \[[DB5PEPF00014B97.eurprd02.prod.outlook.com](http://DB5PEPF00014B97.eurprd02.prod.outlook.com) 2024-10-20T11:42:20.814Z 08DCF05E631C54C6\]
Due to SpamHouse (Microsoft's default spam service provider) blocking our EU IP, between October 04, 2024, 09:03:35 and 10:02:38, some of our clients with rerouting enabled received NDRs or were unable to send emails. One of our rerouting servers became overwhelmed with requests, resulting in delays for affected clients. We advise to temporarily removing the Xink rerouting rule until the issue is resolved.
This incident has been resolved.
Microsoft 365 add-in service is currently experiencing an issue. Some add-ins may not work consistently, and in some instances, they may completely disappear from outlook. This problem is not isolated to Xink; even native Microsoft add-ins are experiencing similar issues. Microsoft didn't report the problem, but here is unofficial mention of the issue: https://techcommunity.microsoft.com/t5/outlook/outlook-web-apps-not-showing-up/m-p/4197943 We already working with Microsoft to resolve this issue.
Microsoft confirmed that the service has been restored. This incident is now resolved.
This incident has been resolved.
**Summary:** Users may have been unable to use already acquired add-ins within the Outlook desktop app, Outlook on the web and Outlook mobile app. Microsoft Issue ID: EX829938 **Incident Details:** A recent code change by Microsoft contains a bug, resulting in calls to the service to parse the wrong value and this impact. **Mitigation Steps:** Issue was reported to Microsoft whom applied a code fix to address the underlying problem.