Microsoft is investigating a significant Exchange Online service disruption that is preventing users in North and South America from accessing their mailboxes.
The ongoing incident, tracked under the ID EX1151485 in the admin center, impacts all methods of connecting to the email service.
Microsoft first acknowledged the issue as affecting a portion of its infrastructure located in North America. Users reported being unable to access their mailboxes via any connection method, including Outlook desktop, web, or mobile clients.
In response, Microsoft initiated an investigation to pinpoint the source of the disruption. The company began evaluating service telemetry to search for potential system irregularities that could be contributing to the widespread access failures.
System administrators have been directed to the Admin Center for the most up-to-date information regarding the incident.
As the investigation continued, Microsoft’s engineering teams began implementing changes to mitigate the impact. The company started applying optimizations to the affected mailbox infrastructure in parallel with their diagnostic efforts.
These changes are being rolled out incrementally to stabilize the environment and restore service without causing additional issues.
Microsoft stated they are closely monitoring service health to confirm that the optimizations are being applied throughout all affected infrastructure as expected, ensuring a controlled recovery process.
The optimization efforts have resulted in some service improvements, with access being gradually restored for some users. As the fixes continue to deploy, Microsoft anticipates further recovery across the affected infrastructure. During the incident analysis, the company also determined that the issue was not isolated to North America.
A subset of users in South America was also identified as being impacted by the same mailbox access problem, expanding the scope of the incident. Microsoft advises all affected customers to continue referencing EX1151485 in the admin center for the latest updates on service restoration.
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