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Recent Microsoft Outage: Causes and Impact

Overview

On July 13, 2024, Microsoft experienced a significant system outage that affected a wide range of services, including Microsoft 365, Teams, Outlook, OneDrive for Business, Exchange Online, and SharePoint. The outage predominantly impacted users in Europe, Asia, and Africa, leading to widespread disruption in business operations and communication.

Cause of the Outage

Microsoft initially identified a "wide-area networking (WAN) routing change" as the primary cause of the outage. However, a more detailed investigation revealed that a command issued to update the IP address on a WAN router triggered the problem. This command caused all routers in the WAN to recompute their adjacency and forwarding tables, which led to packet forwarding failures across the network. The issue arose because the command behaved differently on various network devices and had not been fully vetted in Microsoft's qualification process​.

Impact on Services

The outage resulted in users being unable to access multiple Microsoft 365 services for several hours. This had a significant impact on businesses, particularly those in the EMEA region. Users reported issues with long network latency and timeouts when attempting to connect to Azure-hosted resources and other Microsoft services​.

Response and Mitigation

Microsoft responded to the incident by redirecting traffic to mitigate the impact and restore normal service. The company blocked the execution of highly impactful commands on network devices and implemented new guidelines for command execution to prevent similar issues in the future. By identifying and addressing the problem within a few hours, Microsoft was able to restore its internal networking equipment and services back to normal operation within two and a half hours​.

Communication and Updates

Microsoft kept users informed through its communication channels, including the Microsoft 365 Status page and social media platforms. The company provided regular updates on the status of the outage and the steps being taken to resolve it. Users were advised to follow these channels for the latest information until full service was restored.

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