Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: There's a small subset of remaining infrastructure that we are applying targeted restarts to. The service remains healthy for nearly all previously impacted environments. We will continue to carefully monitor this service while we complete the remaining repairs.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels.

Start time: Wednesday, February 26, 2025, at 12:00 AM UTC

Preliminary root cause: A recent change, to Entra ID tokens, that are issued to clients for calls to the Rights Management Service (RMS), contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Thursday, February 27, 2025, at 7:30 PM UTC

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We’ve observed no new instances of impact, and the service remains healthy. We're entering a period of extended monitoring to ensure there are no recurrences for the rest of peak business hours in North America.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels.

Start time: Wednesday, February 26, 2025, at 12:00 AM UTC

Preliminary root cause: A recent change, to Entra ID tokens, that are issued to clients for calls to the Rights Management Service (RMS), contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Wednesday, February 26, 2025, at 11:00 PM UTC

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We’ve observed the desired effect to service health after our targeted restarts in the caching infrastructure. The majority of customer impact has been mitigated; however, we are still monitoring for any potential impact throughout peak North American business hours.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels.

Start time: Wednesday, February 26, 2025, at 12:00 AM UTC

Preliminary root cause: A recent change, to Entra ID tokens, that are issued to clients for calls to the Rights Management Service (RMS), contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Wednesday, February 26, 2025, at 9:00 PM UTC

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We’ve completed the proactive restarts in the caching infrastructure to expedite service recovery. Additionally, many of the affected tokens have automatically expired, which has remediated impact for the majority of users. We’re continuing to monitor the service as the users in North American start the business day.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels. The change that caused impact was deployed to ten percent of our Worldwide infrastructure.

Start time: Wednesday, February 26, 2025, at 12:00 AM UTC

Preliminary root cause: A recent change, to Entra ID tokens, that are issued to clients for calls to the Rights Management Service (RMS), contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Wednesday, February 26, 2025, at 5:00 PM UTC

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: Telemetry shows that our targeted restarts of caching components is having the desired effect. We’re continuing to proactively perform restarts in the caching infrastructure to expedite service recovery. Along with our proactive efforts to mitigate impact, many the affected tokens are due to automatically expire, causing new tokens to be generated, fixing the issue for the majority of users. We expect these to take an extended period of time.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels. The change that caused impact was deployed to ten percent of our Worldwide infrastructure.

Start time: Wednesday, February 26, 2025, at 12:00 AM UTC

Preliminary root cause: A recent change, to Entra ID tokens, that are issued to clients for calls to the Rights Management Service (RMS), contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Wednesday, February 26, 2025, at 2:00 PM UTC

Based on our internal telemetry and customer feedback, a majority of the impacted scenarios for this incident should be mitigated. We are continuing to address residual impact and taking proactive steps to prevent impact as we approach European business hours.

This quick update is designed to give the latest information on this issue.

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We're continuing to restart the impacted service systems to ensure the cache is properly cleared and it properly updates to the correct token. We expect this process to take an extended period.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels. The offending change was deployed to ten percent of our Worldwide infrastructure.

Preliminary root cause: A recent change for Entra ID tokens issued to clients for calls the Rights Management Service (RMS) contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Wednesday, February 26, 2025, at 9:30 AM UTC

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We confirmed that a recent change to the service was inadvertently impacting the Information Protection labels service and we have reverted this change. We are restarting the affected infrastructure to ensure that that reversion takes effect. In parallel, we have started to receive confirmation from reporting customers that the issue has been mitigated.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels. The offending change was deployed to ten percent of our Worldwide infrastructure.

Preliminary root cause: A recent change for Entra ID tokens issued to clients for calls the Rights Management Service (RMS) contained a validation logic issue. After the change, tokens provided to RMS were rejected. This issue is causing a subset of users to experience issues opening files with Information Protection labels applied.

Next update by: Wednesday, February 26, 2025, at 7:30 AM UTC

A recent change to the authentication service may be inadvertently contributing to this issue. We've reverted this change and are monitoring the service to confirm efficacy.

This quick update is designed to give the latest information on this issue.

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We're continuing to review our internal telemetry and data from reporting customers to determine the source of the problem.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels. Our internal telemetry indicates that this issue primarily affects users in the Asia Pacific region.

Next update by: Wednesday, February 26, 2025, at 5:30 AM UTC

Title: Some users may be unable to use features or access files which leverage Microsoft Purview Information Protection labels

User impact: Some users may be unable to use features or access files which leverage Information Protection labels.

More info: Some impacted scenarios may include:
- Opening email messages with Information Protection labels
- Accessing labeled files in SharePoint Online sites or OneDrive for Business
- Opening files or content in Microsoft 365 apps, such as Word, Excel, PowerPoint, and OneNote
- Accessing and exporting labeled artifacts in Microsoft Fabric and Power BI
- Using Microsoft Copilot (Microsoft 365) to reference or access labeled files

Current status: We've received several reports of an issue impacting users' abilities to use features or access files with leverage Information Protection labels. We're reviewing diagnostic data from the affected services to better understand the cause of the issue and determine our mitigation steps.

Scope of impact: Some users may be unable to use features or access files which leverage Information Protection labels. Our internal telemetry indicates that this issue primarily affects users in the Asia Pacific region.

Next update by: Wednesday, February 26, 2025, at 3:30 AM UTC