Some users may be unable to access Office.com
ID: MO1138499
Issue type: Incident
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Impacted services
Microsoft 365 suite
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Details
Title: Some users may be unable to access Office.com
User impact: Users may have been unable to access Office.com.
More info: Additionally, users may have been unable to access m365.cloud.microsoft, which may have impacted Microsoft Copilot access (https://m365.cloud.microsoft/chat). Users were still able to access Copilot through alternate methods, such as:
- Microsoft Copilot for Microsoft 365 app
- Microsoft 365 apps (including Microsoft Teams and Office Apps)
Final status: We’ve completed the reversion of the configuration changes and rolled back to a previous client build for the impacted infrastructure. After a period of monitoring both internal and external signals, we’ve confirmed that service availability has recovered, and impact is remediated. Users still receiving the error message should refresh their browser.
Scope of impact: This issue was limited to some organizations hosted within a specific section of affected infrastructure within the North America region.
Start time: Wednesday, August 20, 2025, at 1:12 PM UTC
End time: Wednesday, August 20, 2025, at 5:28 PM UTC
Preliminary root cause: A recent configuration change resulted in errors when users attempted to access Office.com, leading to impact.
Next steps:
- To help prevent similar impact in the future, we’re further reviewing our testing and validation processes prior to deployment.
- We’re also assessing optimizations we can make to our monitoring systems to expedite detecting failures resulting from this scenario.
- We'll provide a preliminary Post-Incident Report within two business days and a final Post-Incident Report within five business days.
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