[Global] CodeTwo Outlook Addin availability issues

Most impacted customers have confirmed that Microsoft's fix has successfully propagated to their Microsoft 365 tenants, and the Add-in is now available again in Outlook/OWA for affected end-users.

If any impacted end-users still report that their Add-in is missing, please instruct them to restart or reload Outlook/OWA multiple times and to try composing several new emails to trigger the Add-in. Should the problem persist, contact our Customer Support Team at: https://www.codetwo.com/company/contact. Customer Support will prioritize this issue and respond promptly.

Our Monitoring and Development Teams will continue actively monitoring this situation to ensure the issue does not recur.

The problem was beyond our control and resulted from incorrect data being written to Microsoft's entitlement caches due to a configuration error on Microsoft's side. According to our telemetry data, approximately 2% of end-users may have experienced this issue. We sincerely apologize for any inconvenience caused.

We will be meeting with Microsoft's engineering and product groups to discuss this issue and recommend preventive measures for the future.

We are monitoring the results of the fix implemented by Microsoft. Some impacted customers have already confirmed that the fix worked. If affected users still don't see the Add-in, they can try restarting Outlook or OWA, then trigger the Add-in by composing a few new emails.

Microsoft has identified the problem on their end. The issue was caused by incorrect information being written into Microsoft's entitlement caches due to a configuration error on Microsoft's end. Fortunately, the "bleeding" was minor, affecting only a small percentage of users.

Microsoft engineers have implemented and deployed a fix to prevent further impact on users. The caches are now being repopulated for end-users who were affected by this issue. Microsoft is confident that the problem will be fully resolved before the business day begins in EMEA on Monday.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

This issue continues to be under investigation. We have noticed that other vendors are reporting similar issues with their Outlook add-ins on their status pages, indicating this might be a Microsoft-related problem. Fortunately, the number of impacted end-users remains very low.

Server-side signature rules are functioning normally. Other components are also fully operational.

We are continuing to investigate this issue. Microsoft has now engaged their Outlook and Office extensibility teams in Redmond to assist with the investigation. We can still confirm that the issue is random, affecting only a limited number of tenants and a small number of users within each affected tenant.

As a reminder: server-side signatures are functioning normally. Therefore, if you are using combo mode and the add-in is not working, signatures will still be added to your emails, but only after they have been sent.

If you have any questions, our Customer Support team can be reached here: https://www.codetwo.com/company/contact

We have received information from some of the users who experienced this problem that the add-in is visible in Outlook and working again. We are still investigating this issue with Microsoft.

We are continuing to investigate this issue. At this time, we see that the majority of users remain unaffected. Please also note that cloud (server-side) signatures are functioning normally. Therefore, if you are using combo mode and the Addin is not working, signatures will still be added to your emails, but only after they have been sent.

We are getting reports from Customers that Outlook signatures are not working for some users, and the CodeTwo Outlook Addin is missing. The issue affects only a subset of users within impacted tenants. We're investigating the problem together with Microsoft.