Issue: MPexchange login errors on Outlook for Mac, Outlook for PC and Mobile (Active-Sync) devices.
Incident Open Date: 23 Sept 2022
Reviewer: Andrew Johnson (andrew@manageprotect.com)
Some end-users were getting continuous password prompts when trying to open Outlook for Mac, Outlook for PC and on mobile devices (Active-Sync).
OWA, POP, IMAP and SMTP clients were working as expected.
| Date/Time | Description |
|---|---|
| 11:54am AEST, 23rd September 2022 | Reports received from partners stating Outlook on PC’s intermittently connected. MP team verified issues, noted OWA & Mobile access was still functional and advised partners to use OWA & Mobile access while the issue was being investigated. |
| 1:23pm AEST, 23th September 2022 | Incident has been resolved by MPexchange operations team. |
Multiple geo-distributed DNS appliances service the 2FA infrastructure DNS records of EXCH690.serverpod.net domain. Operations engineers were performing a scheduled maintenance with one of the appliances.
The 2FA DNS records become unavailable as the DNS forwarding rule contained only this appliance and was missing others. MPexchange servers were not able to perform DNS lookup of the 2FA records and check mailboxes 2FA configuration. Customers were getting continuous password prompts in Outlook for MAC or on mobile devices and were not able to open 2FA portal.
One of the DNS records for the 2FA infrastructure in EXCH690.serverpod.net become unavailable.
Operations engineers reconfigured the DNS forwarding rule in EXCH690.serverpod.net domain to use all virtual DNS appliances and scheduled an audit for other Exchange domains.
We sincerely apologise for the inconvenience this incident has caused you.