Microsoft 365 - Unable to access Exchange on IOS

Update from Microsoft:

While Microsoft continue to communicate with the third-party organization to isolate the source of impact, their telemetry indicates that the impact is receding as the affected users use the actions outlined in the article listed in the "More Info" section. We're monitoring the telemetry to ensure that the impact continues to decrease.

More info:

Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact. If users aren't prompted but are still experiencing impact, please follow the steps in the following link:

https://support.microsoft.com/en-us/office/reconnecting-your-microsoft-365-account-to-apple-mail-83df246e-34d2-4dbb-8e37-23a90c13e16e

Update from Microsoft:

Microsoft's joint investigation with the third-party is progressing, though it's taking an extended period of time due to the complexity of the issue. Microsoft will provide an update on the status of the investigation, including their findings if pertinent, by the next scheduled update.

Next update by:
Monday, March 10, 2025 at 3:00 PM CDT

Update from Microsoft:

Microsoft joint investigation with the third-party to isolate the source for this event is ongoing. Please note that a support article outlining mitigation steps users can take while we work to address the underlying issue has been provided in the More info of this communication.

More Info:

Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact. If users aren't prompted but are still experiencing impact, please follow the steps in the following link:

https://support.microsoft.com/en-us/office/reconnecting-your-microsoft-365-account-to-apple-mail-83df246e-34d2-4dbb-8e37-23a90c13e16e

Update from Microsoft:

Microsoft is continuing their investigation with the third-party as they isolate the source for this event. Once the root cause is understood, they will continue this collaboration toward a solution for this issue.

Update from Microsoft:

Microsoft collaboration efforts with the third-party are progressing as they continue to collect and analyze logs from affected users. Microsoft fully understand the significant impact this incident has had on those affected and are treating this matter with the utmost priority and consideration.

Update from Microsoft:

Microsoft is continuing to collaborate and investigate this issue with their third-party partner, along with collecting logs from a subset of affected users, to better understand the underlying root cause. This will help them determine what steps they can take to resolve the impact as swiftly as possible for affected users.

Update from Microsoft:

Microsoft is collaborating with their third-party partner and collecting logs from a subset of affected users to help them determine their next troubleshooting steps for remediating the impact.

Update from Microsoft:

After monitoring the affected infrastructure, we've determined that reverting the aforementioned update was not a viable mitigation strategy. We're now in the process of gather logs from a subset of affected users to refine our understanding of impact and formulate our remediation strategy.

Update from Microsoft:

We're continuing to assess if the aforementioned update we reverted was responsible for impact, while simultaneously exploring other potential causes for this event.

Update from Microsoft:

We've reverted a standard service update that we anticipate is resulting in impact. We're reaching out to a subset of affected users to gather a reproduction of impact, which will help validate that the issue is mitigated after the aforementioned change to the affected infrastructure.

Update from Microsoft:

Our investigation into the authentication failures has so far revealed that there is an issue with the authentication tokens being sent from the iOS native mail app. We're continuing to investigate and determine the next steps to troubleshoot the issue.

Update from Microsoft:

- Our analysis of the diagnostics logs has identified authentication failures, which we're continuing to investigate so that we can isolate the source of the impact.

Update from Microsoft:

We're progressing with our review of the aforementioned diagnostic logs to isolate the root cause and confirm our next steps. In parallel, we've received additional feedback from some affected users' Support resources that the steps provided in the "More info" section have successfully alleviated the issue in the short-term.

- More info
Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact.
Additionally, some users may be able to bypass the prompt to sign-in by clicking "edit settings" and then entering into the app.

Microsoft is currently experiencing an issue with users accessing Exchange on the IOS Native Mail App. Microsoft has posted a service incident. We appreciate your patience.
Tracking Number: EX1021490

Summary from Microsoft:

Scope of Impact - Any user serviced by the affected infrastructure may experience issues with accessing email messages on the iOS native mail app.

More Info - Users may be able to click "continue" when prompted and navigate back to re-entering their password to attempt to resolve impact.
Additionally, some users may be able to bypass the prompt to sign-in by clicking "edit settings" and then entering into the app.

Latest update from Microsoft:

- We're conducting analysis of authenticator logs from sample affected devices to confirm whether an issue with Microsoft 365 or a third-party application is responsible for causing impact.