On Monday, Outlook.com and Hotmail users across Europe faced issues sending and receiving emails but the issue has been resolved by Microsoft. Here we look at why the outage happened in the first place.
The issues with Hotmail and Outlook email accounts were prominent in several countries in Europe including UK, France, Germany, and Italy where the sent items by users stayed in the draft.
Microsoft identified that a subset of its infrastructure was unable to process requests which caused the service to drop. The requests were then redirected to another functional infrastructure while the company investigated the issue.
“We’ve identified that a subset of infrastructure was unable to process requests as expected, which caused general service availability to drop unexpectedly. We’ve redirected requests to alternate infrastructure to restore service, and we’re monitoring the environment while connectivity recovers. Additionally, we’re investigating an issue in which users are unable to send email messages,” Microsoft wrote.
It was identified that a subset of load-balancing infrastructure might be experiencing an unusually increased CPU usage which doesn’t have anything to do with the increase in user traffic.
“We’ve implemented configuration updates on the affected load-balancing infrastructure, and we’re monitoring the environment while the resulting queue of email messages is being delivered.”
The service was restored back to normal on Tuesday morning with the company confirming that everything is up and running and the previous queues have returned to normal, though a small number of messages sent during the restoration might be delivered late.
“We’ve verified that new emails are being sent and received as expected, and the previous queue has returned to normal. A very small number of messages sent during the incident may be delivered over the next few hours as the last remaining messages are processed.”