March 17, 1:14pm GMT

We have received multiple reports that users, specifically on the Exchange 2010 platform are experiencing issues when attempting to login to the Exchange 2010 OWA, and also when connecting from Outlook clients.

Our Hosted Services Team are aware of this and are investigating this at high priority, and we will be aiming to provide a further update and resolution as soon as possible.

March 18, 7:58am GMT

Our apologies for the delays in updates on this incident.

As it stands currently we are still investigating the cause of this issue and we don't have a resolution as of yet. This is obviously an extremely high priority issue and we are doing our best to resolve this in as swift a manner as possible.

Please expect an update no later than late morning / early afternoon regarding this. Should any significant progress be made we will obviously update you sooner.

March 18, 11:20am GMT

Good morning,

Some positive news, recent work has resulted in a small number of users now being able to access the OWA for 2010. Our testing shows this is estimated to be less than half but we hope to make continuing improvements throughout the day and increase this figure.

As always we are sincerely sorry for the disruption this will inevitably cause. 

We will continue to update you as further progress is made.

March 18, 1:13pm GMT

Good afternoon,

Our Exchange team are continuing to make progress this afternoon.

They have recommended that the OWA be used as a work around as this should now be available and back online for more users.

Please test to see if users can access their OWA via the following link:

https://cas.messageexchange.com/owa

If an issue is encountered, and you have an open case, can you specify the affected users and the nature of the issue being seen within the case. If you don't have a ticket we advise you open one and provide information regarding the results and which users are affected.

We will raise this information to our exchange team while they continue to identify a permanent solution.

We will continue to keep you advised of our progress.

March 18, 4:10pm GMT

Good Afternoon,

We are still processing the resolution for this issue to the best of our abilities.

We are still seeing issues for Outlook client connectivity for some users, and we are continuing to investigate this.

Although we believe webmail is working for people to access their emails, the mobile devices page and anything in the options page is still an issue for several users as well. We will fix this however we’ve made this a lower priority as its impact is not as high.

As per our last update please raise a case if you don’t have one, or update an existing case for any domains that still cannot access the webmail services and please provide the error.

March 18, 5:29pm GMT

Good Afternoon,

After further investigation and testing from our HIIT Team, we have started to see traffic flow into our Exchange 2010 platform and we believe that users should now be able to login to the OWA without issue.

Please can you try logging into the OWA again, and see if the issue persists?

OWA Url - https://cas.messageexchange.com/owa

What we would recommend doing is also clearing your browser cache before retesting.

If you find that you are still experiencing this issue even after performing the above, please let us know along with a list of all the affected users so we can investigate further.

We are still working on the connectivity issues being experienced via the Outlook mobile and Desktop clients, and we will aim to provide further updates regarding this as soon as possible.

We apologise again for the inconvenience this has caused.

March 21, 8:12am GMT

Good morning,

Following the work on Friday Evening we've been monitoring the situation and have been seeing positive looking flow in our network traffic. 

We are continuing to monitor for this time, however our testing indicates the issue is now resolved.

March 21, 4:26pm GMT

Good afternoon,

Following monitoring today we still believe the issue to be resolved. We've seen an increase in the Outlook connectivity traffic on our systems, which is a strong indicator that people are now connected. However, there are a number of people who are reporting that they are unable to re-connect or set up their accounts up on Outlook. 

Regarding this,  we would like to advise of the following (these are not recent changes):

If you are on Exchange 2010 and using Outlook 2016, or newer, for windows you will need to set up using autodiscover to get the full features of the Exchange mailbox. Alternatively you could opt for Basic (POP/IMAP) or ActiveSync, however these will have reduced functionality, basic having the most reduced. (However this is not recommended)

Please see the Autodiscover records listed in the below article:

Required DNS Records - Hosted Exchange - Giacom (cloud.market)

If you are on Exchange 2010 using Outlook 2013 for windows, you can use the manual configuration options with the details listed in our knowledgebase:

Outlook Configuration (Windows) - Giacom (cloud.market)

If you are using Outlook for Mac you will need to use the EWS details found below, you do not require autodiscover records if you are using this (although we recommend them regardless):

EWS (Exchange Web Service) URLs - Giacom (cloud.market)

If you continue to have issues after this then please update the case you have regarding this issue, so our teams can investigate.

We will leave this open for the time being so we can continue to monitor these cases before marking the issue as fully resolved.

March 22, 3:53pm GMT

Good afternoon,

We apologise for the delay in providing an update on this issue.

We now have the following information. We can fully confirm that the issue affecting some users communicating internally on Exchange 2010 is a direct result of part of the fix put in place to provide OWA access to users from when this issue first arose.

A number of users experiencing this when using Outlook on a desktop may find that when using OWA they do not have the same issue. In these instances we recommend that your clients download an re-download the OAB within Outlook and clear their autocomplete records for the users they are struggling to communicate with.

We are currently still working on rolling out the fix to all users and we will update you as soon as we have some more information to provide. You may find that some users are unaffected by this and some that are. We assure you we are trying to push this out as fast as we can.

Our sincerest apologies for the issues caused and the disruption so far.

March 24, 8:13am GMT

Good morning.

Late yesterday morning we rolled out the next part of our fix for the Exchange 2010 issues, we now believe that internal emails should be working between users. We've continued to monitor this an the results so far seem to be positive. However, if you are still encountering this issue, please ensure you've cleared the autocomplete records from Outlook and restarted Outlook for the affected user before reporting to us if you are still having issues.

March 25, 11:00am GMT

Good Morning,

Upon further monitoring of this issue, we have found that while the majority of the Exchange 2010 userbase are able to login to OWA and connect via Outlook, there are still a small subset of users who are unable to the Exchange 2010 platform via their Outlook client.

The fix being rolled out for this particular issue is still being rolled out to the platform as a whole, and we are doing all we can to ensure that this completes as soon as possible, in order to have everyone's service restored.

Unfortunately we are unable to provide a specific ETA on when this will be complete, however we will be monitoring and updating this status as and when we have more in depth information.

We apologise again for the disruption this is causing.

March 25, 2:29pm GMT

Good Afternoon,

The fix for this particular issue is still being rolled out to the platform, and we are doing all we can to ensure that this completes as soon as possible, in order to have everyone's service restored.

Unfortunately we are unable to provide a specific ETA on when this will be complete, however we will be monitoring and updating this status as and when we have more in depth information.

We apologise again for the disruption this is causing.