Error when opening emails from public folders - Outlook Web Office 365
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@Romo said in Error when opening emails from public folders - Outlook Web Office 365:
Microsoft will try to replicate the issue in their lab and we will probably be escalated from the India team to the US one since they still can't figure out the issue we are experiencing. Spent a great part of the day yesterday on the call with them but still nothing., thought I do have the say the support tech assigned was pretty great to work with
.It's been broken for a WEEK and they are just NOW going to an actually support team?
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@Romo said in Error when opening emails from public folders - Outlook Web Office 365:
1:30 hr call with Microsoft and still going. They still can't figure out the issue =(
This is crazy how much they are having an issue figuring out what to do.
Isn't that about what we've come to expect from Microsoft's tier-1?
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@Romo Any solution yet? We had a user report this today and I just starting to look into it. Seems to be similar. This impacts my account as well as a publishing editor of it. Issue was first noticed late December. Works on desktop outlook, but not any web browser or private browsing I have tried.
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@Wes-Xw2T6 I'm copied on the email chain and Microsoft hasn't responded in days. They seem to be stumped.
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@Wes-Xw2T6 said in Error when opening emails from public folders - Outlook Web Office 365:
@Romo Any solution yet? We had a user report this today and I just starting to look into it. Seems to be similar. This impacts my account as well as a publishing editor of it. Issue was first noticed late December. Works on desktop outlook, but not any web browser or private browsing I have tried.
Nothing yet, they really can't figure out what is causing the issue =(. I just emailed them again asking for an update.
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Thanks. I will keep an eye here for updates and send any new news I have.
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Just got the reply from an Level 2 Escalation Engineer:
This is an known issue with office 365. Our escalation team is working on this issue.
As of now we don’t have any ETA when the issue will resolved.
Once we receive any update from the escalation team I will let you know the same.So same thing, they are still working on the issue.
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I see in O365 admin panel that this issue is now officially recognized.
EX171691 - Can't access emails in public folders -
@Wes-Xw2T6 said in Error when opening emails from public folders - Outlook Web Office 365:
I see in O365 admin panel that this issue is now officially recognized.
EX171691 - Can't access emails in public folders
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@Wes-Xw2T6 said in Error when opening emails from public folders - Outlook Web Office 365:
I see in O365 admin panel that this issue is now officially recognized.
EX171691 - Can't access emails in public foldersbut they lied about the start date to make it look like a much smaller outage than it really is.
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This thread alone is on 17 days, Microsoft is only admitting to eight days. And the issue started, I believe, one day before the thread. So 18 days currently. This is par for the course with MS denying outages.
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Latest update... still not fixed, but MS wants to close the ticket even without any resolution!
As per our last conversation, we got confirmed that the issue which you are facing is an ongoing issue with Microsoft.
Also Microsoft is already aware of the issue and has issued the information in the Admin center->Service health and you can check the update for the same on the portal.
Since we don’t have any ETA when this would resolved please let me know whether we can proceed with closure of this ticket to maintain the case hygiene and you can also reply us on email if any assistance needed.
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A less skewed response from O365 Admin Center.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
Latest update... still not fixed, but MS wants to close the ticket even without any resolution!
- As per our last conversation, we got confirmed that the issue which you are facing is an ongoing issue with Microsoft.*
Also Microsoft is already aware of the issue and has issued the information in the Admin center->Service health and you can check the update for the same on the portal.
Since we don’t have any ETA when this would resolved please let me know whether we can proceed with closure of this ticket to maintain the case hygiene and you can also reply us on email if any assistance needed.
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
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@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
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@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
This tech, wants to close the ticket, because there is a fix that is being deployed and monitored by someone higher up in the food chain.
Since this tech isn't able to assist with it, likely T1 support based on how badly worded this email appears to be. I'd have no issue with them closing the ticket.
Imagine if your MSP closed your tickets simply because they had assigned the ticket to the wrong person, refused to escalate to someone competent, and just closed it without a resolution.
If that MSP pointed me to the fix and said that a patch is being released to address the issue. I would see no issue with them closing the ticket.
What good does it do to have the ticket still open? You as an O365 admin can see the status of the patch rollout and thus can keep tabs on it.
It only causes the tech issues because they are evaluated based on timeliness ticket support. Keeping a ticket open for weeks or months because someone higher in the food chain who is pushing a fix out is dragging ass is bad on your part because you're specifically and purposefully dragging their metrics down.
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Imagine if you were evaluated based on the timeliness and efficiency with which tickets are opened, responded, and closed. And your pay and performance reviews were based on this.
One ticket that is solved but forced to be left open by the customer, would drag the entire curve down. Because the customer just wants someone to yell at. For things that aren't in their control and are actively being resolved by higher ups.
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@DustinB3403 said in Error when opening emails from public folders - Outlook Web Office 365:
@scottalanmiller said in Error when opening emails from public folders - Outlook Web Office 365:
@DustinB3403 "Less skewed", but also falsified. They are denying the first week(s) of the outage as a starting point.
Why does that matter?
You're skewing that this tech is the person to fix the issue by stating that the tech wants to close the issue without having a fix.
Yet clearly there is a fix and the issue is above this tech's head to get addressed.
I skewed NOTHING. I gave the official Microsoft response from the ticket, word for word. I quoted the actual Microsoft response to us, nothing more, nothing less. The thing you posted is known to have been falsified and is for an issue that they claim did not exist until weeks after this thread was opened.
There is not clearly a fix. MS has been lying for weeks, that they claim that there is a fix now will not be a known truth until it is rolled out and tested. Right now, things are not fixed, that's the ONLY true thing we know for sure.
