【トラブルシューティング】OneDrive for Business で 1 TB 以上のストレージの割り当てを行っていたユーザーでストレージ制限が発生することがある SI（サービス インシデント）が発生【OD280960】【サービス復旧済み】【PIR】

Microsoft が提供する Microsoft 365 のサービス正常性（OD280960）にて、1 TB 以上のストレージ割り当てを行っていたユーザーにて予期せぬストレージ制限がかかる SI（サービス インシデント）を発生しています。

該当の事象が発生しているユーザーでは読み取り専用モードでのみコンテンツにアクセスし、表示できる場合がありますが、変更を加えることができません。

なお、すでに修正の展開は完了していますが、この修正が有効になるまでに約 24 時間かかる場合があります。

本事象は、内部システムがユーザー ライセンスを認識しなかったためにストレージをデフォルト設定の 1 TB に戻していたとのことです。

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Users’ OneDrive for Business storage limits are lower than expected – OD280960

サービス：OneDrive for Business

状態：Service restored

ユーザーへの影響：Users’ OneDrive for Business storage limits are lower than expected.

Microsoft 365 のサービス正常性（OD280960）にて、1 TB 以上のストレージ割り当てを行っていたユーザーにて予期せぬストレージ制限がかかる SI（サービス インシデント）を発表しています。

該当の事象が発生しているユーザーでは読み取り専用モードでのみコンテンツにアクセスし、表示できる場合がありますが、変更を加えることができません。

なお、すでに修正の展開は完了していますが、この修正が有効になるまでに約 24 時間かかる場合があります。

本事象は、内部システムがユーザー ライセンスを認識しなかったためにストレージをデフォルト設定の 1 TB に戻していたとのことです。

Post Incident Repot（PIR）

Incident Information

Glossary

Kill Switch – A mechanism placed around sections of code which gives the ability to disable that code section.

User Impact

Users’ OneDrive for Business storage limits were lower than expected.

Initially, we believed that only default and non-custom quotas were impacted; however later in the investigation we determined that custom quotas were also affected.

For users that were impacted, any quota which exceeded the 1 TB storage, users may have only been able to see their content in read-only mode.

Whilst in read-only mode, users were able to access their content in OneDrive for Business but were unable to make changes.

Scope of Impact

This issue affected a large subset of users worldwide, who have a storage quota that exceeds 1 TB.

Incident Start Date and Time

Wednesday, August 25, 2021, at 2:31 AM UTC

Incident End Date and Time

Friday, September 10, 2021, at 4:30 UTC

Root Cause

As part of feature improvements intended to address inefficient logic managing OneDrive for Business quotas, a code change was introduced.

On August 25, 2021 a previously unidentified exception occurred which correlated with the recent change.

This exception gave the impression that a user had no licenses assigned.

The quota management component would then automatically assign a 1 TB quota limit, which is the default value if a user had no explicit license enabled.

This unexpected change then caused impact as many organizations set larger quote limits by default, or give specific users larger limits than the standard 1 TB.

Actions Taken (All times UTC)

Thursday, August 26

• ・5:55 AM – We received customer escalations reporting issues editing user storage limits for OneDrive for Business sites.
• ・6:00 AM – We began triaging the issue.
• ・6:02 AM – Communications were posted to the Service Health Dashboard (SHD) under OD280960.
• ・6:34 AM – We determined that a previous code change to the service appeared not to have been deployed to various environments, which may have resulted in impact.
• ・7:42 AM – We began reviewing fresh correlation logs to further identify the underlying cause of the problem.
• ・8:59 AM – We confirmed that an exception was encountered by the quota management systems, which inadvertently reverted storage quotas to their default value of 1 TB.
• ・10:06 AM – A workaround was internally tested in which admins were able to manually set storage quotas for each user while we focused on mitigation.
• ・10:52 AM – The workaround was initially validated via internal and customer reports. It was provided to all affected customers via the SHD.
• ・12:50 PM – We investigate potential solution to address the code change that may have caused the issue.
• ・2:33 PM – We begin working on a fix to revert the changes while ensuring there would be no service impact.
• ・4:35 PM – Due to the complex nature and scope of the incident, we took extensive steps to thoroughly test the proposed fix and validate all possible scenarios.
• ・5:03 PM – We identify a kill switch that would revert storage quota limits to default values unless users had a custom quota limit. We begin the process of validating that it will resolve the issue.
• ・5:31 PM – We received feedback that the workaround was not working as expected.
• We subsequently identify outlying factors that could prevent the workaround from being effective for some users.
• While we had some indication of success, we thoroughly investigated this as we are committed to providing customers with all available solutions.
• Once we confirmed the ineffectiveness of the workaround, we promptly removed our SHD verbiage.
• ・5:31 PM – We received reports that impact was not limited to users who made quota changes between August 13, 2021 and August 25, 2021.
• We continued the investigation to determine the full scope of impact for this event.
• ・6:13 PM – The kill switch was enabled within a testing environment to verify if it would provide some mitigation.
• This fix was expected to raise the quota for impacted users from 1 TB to 5TB, subsequently mitigating impact.
• ・7:40 PM – We updated our communications to provide a more accurate workaround and scope of impact.
• ・8:05 PM – Activating the kill switch successfully mitigated impact within the test environment.
• We performed final validation checks in preparation for it to be activated within the production environment.
• ・8:11 PM – At this time, we didn’t believe that users with custom quotas were affected by this issue.
• ・8:34 PM – We activated the kill switch within the production environment for our users hosted out of Europe, Middle East and Africa (EMEA).
• ・8:47 PM – We enabled the kill switch in all production environments worldwide.
• We expected the jobs to take 24 to 36 hours to run on the affected database infrastructure.

Friday, August 27

• ・11:01 PM – We believed that the fix had taken full effect for users that had default or non-custom quotas.
• Some users may have had to navigate to their OneDrive for Business account via the web to initiate the backend refresh.

Saturday, August 28

• ・3:11 AM – Further investigation determined that users with custom quotas were impacted.
• We thoroughly test and validate that the previously provided workaround was effective in providing relief for customer quotas.
• We provide this information in the SHD as part of our commitment to cover all potential solutions.
• ・3:11 AM – Telemetry showed that users with default and non-custom quotas were experiencing relief.
• ・3:29 AM – We began to prepare a code change to permanently fix the issue for users with custom quotas.
• The fix would temporarily increase the quota to a value greater than 1 TB, and then subsequently apply the correct value.
• Similar to the fix for non-custom quotas, this mitigation activity would require users to initiate a refresh activity such as navigating to the OneDrive for Business account via the web.
• We expected development of this mitigation to be completed over the weekend, and for deployment to begin a few days later.

Sunday, August 29

• We completed the development of the mitigation for users with custom quotas and started the validation process in preparation for deployment.
• Additionally, our efforts to develop a mitigation activity to trigger an automated refresh was ongoing.

Monday, August 30

To ensure we followed safe deployment practices, we continued our final validations within our internal environments prior to initiating a targeted release.

Tuesday, August 31

We completed our final validation and started to deploy the fix.

Wednesday. September 1

The fix had been deployed to most of the affected infrastructure.

Thursday. September 2

The deployment was almost complete. We expected our automatic refresh activity to be completed and initiated by end of day, September 3, 2021. 

Friday. September 3

Telemetry showed that the fix was functioning as expected post deployment.

However, we identified a small section of infrastructure that was taking longer than expected to update.

Sunday. September 5

We successfully initiated the manual refresh activity and validated that approximately 20% of the remaining non-custom accounts had been addressed.

In parallel, we continued to deploy the fix to address the custom quota impact. Once complete, we’ll initiate a manual refresh for the accounts with custom quotas. 

Monday, September 6

We continued to perform the manual refresh activity, and approximately 40 percent of the remaining non-custom accounts have been completed.

Additionally, the fix to address the custom quota issue continued to deploy and only a very small section of infrastructure remained.

The fix has been activated to 50% of the infrastructure that it was deployed to.

We expected the fix to be activated on 100% of the remaining components within the next 6 hours.

Tuesday, September 7

The fix was activated on 100% of the affected components.

Users with non-custom and custom quotas could manually trigger a refresh through various actions within OneDrive to remediate any lingering impact.

Additionally, we began an extended period of monitoring to ensure that there was no residual impact.

Wednesday, September 8

Our telemetry data indicated that the issue was resolved for the majority of users, and that the subset of users still impacted continued to experience incremental relief.

We continued to monitor as we completed our refresh activities designed to resolve the issue without manual intervention on the part of individual users.

Thursday, September 9

We expected the remaining impacted users to become fully resolved within 48-hours.

We continued to monitor progress towards full remediation for an isolated number of users who were experiencing incremental relief.

Friday, September 10

We monitored the service and confirmed that impact was remediated as of Friday, September 10, 2021, at 4:30 AM UTC.

We want to apologize for the impact and longevity of this issue.

We understand how impacting these kind of issues have on your organization and we are committed to learning and improving as a result.

We also appreciate your patience and the feedback provided throughout this event.

We’ve listed below a few of the core changes we are making to ensure this issue does not occur again.

Next Steps

September 17, 2021 1:21 PM – Service restored

A post-incident report has been published.

September 13, 2021 8:59 PM – Service restored

A post-incident report has been published.

September 10, 2021 1:44 PM – Service restored

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For users that were impacted, any quota which exceeded the 1TB storage, users may have only been able to see their content in read-only mode.
• Whilst in read-only mode, users were able to access their content in OneDrive for Business, but were unable to make changes.
• Instructions to manually set quotas could have been found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• Final status : We’ve completed our mitigation efforts and confirmed that the issue has been successfully resolved.
• We appreciate your patience during the duration of this incident.
• ・Scope of impact : This issue affected a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• Start time : Wednesday, August 25, 2021, 11:31 AM (2:31 AM UTC)
• End time : Friday, September 10, 2021, 1:30 PM (4:30 AM UTC)
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next steps : We are reviewing our change management process and monitoring in the quota management components in order to harden the system from taking action on invalid or erroneous signals.
• We’ll publish a post-incident report within five business days.

September 10, 2021 7:10 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : While the vast majority of impact associated with this event has been addressed, we remain committed to offering potential workarounds to those users who may still be affected.
• For users that remain impacted, any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with custom and non-custom quotas may see a delay in mitigation.
• As such, all users can manually trigger a refresh through various actions within OneDrive to remediate any lingering impact.
• For example, accessing a OneDrive for Business account from the web or selecting a file within OneDrive will trigger such a refresh.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : We expect the remaining impacted users to become fully resolved within the next 48-hours.
• We’ll continue to monitor progress towards full remediation for the isolated subset of users who are continuing to experience incremental relief.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• Start time : Wednesday, August 25, 2021, 11:31 AM (2:31 AM UTC)
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Saturday, September 11, 2021, 8:00 AM (9/10/2021, 11:00 PM UTC)

September 10, 2021 7:04 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : While the vast majority of impact associated with this event has been addressed, we remain committed to offering potential workarounds to those users who may still be affected.
• For users that remain impacted, any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with custom and non-custom quotas may see a delay in mitigation.
• As such, all users can manually trigger a refresh through various actions within OneDrive to remediate any lingering impact.
• For example, accessing a OneDrive for Business account from the web or selecting a file within OneDrive will trigger such a refresh.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : We expect the remaining impacted users to become fully resolved within the next 48-hours.
• We’ll continue to monitor progress towards full remediation for the isolated subset of users who are continuing to experience incremental relief.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• Start time : Wednesday, August 25, 2021, 11:31 AM (2:31 AM UTC)
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Saturday, September 11, 2021, 8:00 AM (9/10/2021, 11:00 PM UTC)

September 9, 2021 7:05 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : While the vast majority of impact associated with this event has been addressed, we remain committed to offering potential workarounds to those users who may still be affected.
• For users that remain impacted, any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with custom and non-custom quotas may see a delay in mitigation.
• As such, all users can manually trigger a refresh through various actions within OneDrive to remediate any lingering impact.
• For example, accessing a OneDrive for Business account from the web or selecting a file within OneDrive will trigger such a refresh.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : Our telemetry data indicates that this issue has been resolved for the majority of users, and the subset of users still impacted are continuing to experience incremental relief.
• We’ll continue to monitor as we complete our refresh activities designed to resolve this issue without manual intervention on the part of individual users.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, September 10, 2021, 8:00 AM (9/9/2021, 11:00 PM UTC)

September 8, 2021 3:47 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : While the vast majority of impact associated with this event has been addressed, we remain committed to offering potential workarounds to those users who may still be affected.
• For users that remain impacted, any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with custom and non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : The fix has been activated on 100 percent of the affected components.
• At this time, users with non-custom and custom quotas can manually trigger a refresh through various actions within OneDrive to remediate any lingering impact.
• For example, accessing a OneDrive for Business account from the web or selecting a file within OneDrive will trigger such a refresh.
• Additionally, we are entering an extended period of monitoring to ensure that users continue to experience resolution.
• We’re continuing to complete refresh activities designed to automatically trigger a refresh without manual intervention.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Thursday, September 9, 2021, 8:00 AM (9/8/2021, 11:00 PM UTC)

September 7, 2021 2:49 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : We continue to perform the manual refresh activity, and approximately 40 percent of the remaining non-custom accounts have been completed.
• Additionally, the fix that will address the custom quota impact continues deployment and has already been deployed to the majority of the service.
• We’ve activated the fix on 50 percent of the infrastructure that the fix has been deployed to, and expect the fix to be activated on 100 percent of the components within the next six hours.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Wednesday, September 8, 2021, 8:00 AM (9/7/2021, 11:00 PM UTC)

September 6, 2021 2:38 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : We successfully initiated the manual refresh activity and have validated that approximately 20 percent of the remaining non-custom accounts have been addressed.
• In parallel, we’re continuing to deploy the fix that will address the custom quota impact.
• Once complete, we’ll initiate a manual refresh for the accounts with the custom quotas.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Tuesday, September 7, 2021, 8:00 AM (9/6/2021, 11:00 PM UTC)

September 4, 2021 7:03 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : Our telemetry indicates that the fix is functioning as expected post deployment; however, we identified a subset of infrastructure that is taking longer than expected to update.
• We’ll continue to monitor the status of the deployment to ensure it completes successfully.
• Our automatic refresh activity has been initiated and will take effect over the following days.
• We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Monday, September 6, 2021, 8:00 AM (9/5/2021, 11:00 PM UTC)

September 3, 2021 7:20 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : The deployment is nearing completion, and we expect to begin post deployment validations by the end of day, September 2, 2021.
• Once the fix has taken full effect, both users with custom and non-custom quotas can manually trigger a refresh through various actions within OneDrive to resolve this issue.
• For example, by accessing their OneDrive for Business account from the web or selecting a file.
• Our automatic refresh activity is on schedule to be completed and initiated by end of day, September 3, 2021.
• We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Saturday, September 4, 2021, 8:00 AM (9/3/2021, 11:00 PM UTC)

September 2, 2021 8:01 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas, we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’re expecting some users with non-custom quotas may see a delay in mitigation, and if necessary, they can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : The deployment continues to progress and users with custom quotas will experience relief as the fix saturates.
• As part of our overall mitigation strategy, we intend to trigger an automatic refresh of all affected OneDrive for Business clients; however, users with non-custom quotas can manually trigger a refresh through various actions within OneDrive.
• For example, accessing OneDrive for Business account from the web or selecting a file.
• We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, September 3, 2021, 8:00 AM (9/2/2021, 11:00 PM UTC)

September 1, 2021 6:58 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• For customers with non-set quotas, we’re expecting some users may see a delay in mitigation, and if necessary, can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : We’ve completed the validation process and are deploying our solution for users with applied custom quotas.
• We’ll continue to monitor the deployment as it progresses safely through our change management systems.
• For users with a default or non-custom quota set, our telemetry indicates that users are continuing to see relief.
• We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Thursday, September 2, 2021, 8:00 AM (9/1/2021, 11:00 PM UTC)

August 31, 2021 7:36 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• For customers with non-set quotas, we’re expecting some users may see a delay in mitigation, and if necessary, can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : In order to ensure we’re following safe deployment practices, we’re in the process of completing our final validations within our internal environments prior to initiating a targeted release.
• Our development of a mitigation activity to initiate an automated refresh is ongoing.
• Our monitoring indicates users with a default or non-custom quota set continue to see relief.
• We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : September 1, 2021, 8:00 AM (9/31/2021, 11:00 PM UTC)

August 30, 2021 7:40 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• For customers with non-set quotas, we’re expecting some users may see a delay in mitigation, and if necessary, can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : We’ve completed development of the mitigation for users with custom quotas and are completing final validations prior to deployment.
• Additionally, our effort to develop a mitigation activity to initiate an automated refresh is ongoing.
• Our telemetry indicates the initial mitigation activity continues to provide relief for users with a default or non-custom quota set.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Tuesday, August 31, 2021, 8:00 AM (8/30/2021, 11:00 PM UTC)

August 29, 2021 7:29 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• For customers with non-set quotas, we’re expecting some users may see a delay in mitigation, and if necessary, can expedite this process by navigating to their OneDrive for Business account via the web.
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : Our telemetry indicates the fix continues to progress for users with a default or non-custom quota set.
• As we’ve determined that some users who have a custom quota set were impacted by this issue, we’re in the process of developing and testing a separate mitigation activity that will temporarily increase the quota to a value greater than 1TB, and then subsequently apply the correct value.
• Similar to the fix for non-custom quotas, this mitigation activity will require users to initiate a refresh activity such as navigating to the OneDrive for Business account via the web.
• We expect development of this mitigation to be completed over the weekend, and for deployment to begin early next week.
• In tandem, and to accelerate this process for both users with default quotas and custom quotas, we’re developing a mitigation activity to initiate an automated refresh, which will automatically revert the quota to the correct value.
• We understand how impacting this issue has been on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide, who have a storage quota that exceeds 1TB.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : by: Monday, August 30, 2021, 9:00 AM (12:00 AM UTC)

August 28, 2021 1:51 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• For users experiencing impact with custom quotas we have provided an interim solution below while we work on developing a more robust solution.
• This solution was provided in an earlier communication and was not functioning properly, however, we have since addressed the issue.
• We recommend admins attempt to manually set the quota for individual users.
• Instructions can be found here : https://docs.microsoft.com/en-us/onedrive/change-user-storage
• While we understand this may not be a viable option for all organizations, we’re committed to providing all potential solutions to our customers.
• ・Current status : Our data continues to indicate that the fix is progressing and users are experiencing incremental resolution if they have a default or non-custom quota set.
• We’re expecting some users may see a delay and if necessary can expedite this process by navigating to their OneDrive for Business account via the web.
• Additionally, we’ve determined that some users who have a custom quota set were impacted by this issue.
• Our initial investigation did not properly account for a specific variable and we have adjusted our telemetry to ensure we have identified all impacting scenarios.
• We’re working on a fix to address users in this state and will provide a recovery timeline as soon as possible.
• We have provided an interim solution that may be viable for some admins that can be found in the ‘More Info’ section above.
• We understand how impacting this issue has on your organization and we want to assure you that we are treating the issue with the utmost priority.
• We appreciate your patience and will continue to update the Service Health Dashboard daily.
• ・Scope of impact : This issue affects a large subset of users worldwide.
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Sunday, August 29, 2021, 8:00 AM (8/28/2021, 11:00 PM UTC)

August 28, 2021 8:01 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : The mitigation activity does not impact unique storage quotas and will not revert quotas set by admins.
• If no value was set, the fix will align to the larger tenant level quota.
• For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : Our telemetry indicates that the fix has taken full effect for users that have default and or non-custom quotas, though some users may see a delay in mitigation until they navigate to their OneDrive for Business account via the web, which will initiate a backend refresh.
• Additionally, we have received some reports that this issue is not resolved for users with custom quotas. Further investigation is required to confirm this behavior.
• ・Scope of impact : This issue affects a large subset of users worldwide.
• ・Estimated time to resolution : Saturday, August 28, 2021, 7:00 AM (8/27/2021, 10:00 PM UTC)
• ・Preliminary root cause : A misconfiguration resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Saturday, August 28, 2021, 2:00 PM (5:00 AM UTC)

August 27, 2021 7:11 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : The deployment has completed successfully.
• Additionally, we’ve identified that the fix will take approximately 24 hours to take full effect.
• We’ll continue to closely monitor the environment during this timeframe to ensure the service remains in a healthy state, and that the fix progresses as intended.
• ・Scope of impact : This issue affects a large subset of users worldwide.
• ・Estimated time to resolution : Saturday, August 28, 2021, 7:00 AM (8/27/2021, 10:00 PM UTC)
• ・Preliminary root cause : A misconfiguration that resulted in our internal systems not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Saturday, August 28, 2021, 8:00 AM (8/27/2021, 11:00 PM UTC)

August 27, 2021 6:00 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : The targeted deployment remediated impact as expected, and we’re in the process of expanding the deployment to all affected users.
• We’ll continue to monitor the environment while the fix saturates to ensure it completes successfully.
• We’ll continue to closely monitor the environment during this timeframe to ensure the service remains in a healthy state, and that the fix progresses as intended.
• ・Scope of impact : This issue affects a larger subset of users worldwide.
• ・Estimated time to resolution : Saturday, August 28, 2021, 7:00 AM (8/27/2021, 10:00 PM UTC)
• ・Preliminary root cause : An error occurred, resulting in the system not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, August 27, 2021, 8:00 AM (8/26/2021, 11:00 PM UTC)

August 27, 2021 3:57 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any quota which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• We’d like to get your feedback on the workaround we provided.
• From a non-mobile device, please rate this post and submit it in the textbox.
• ・Current status : We’ve initiated the deployment of the fix in a limited environment to ensure it resolves impact as expected.
• Once confirmed, we’ll proceed with expanding the deployment to all affected users.
• By design, this fix is expected to restore all affected users to the default storage quota of five terabytes.
• ・Scope of impact : Further investigation has identified that this issue may impact users outside of the previously communicated timeframe, we apologize for any inconvenience or confusion this may have caused.
• Currently, our telemetry indicates that this issue affects a larger subset of users worldwide, including those not within the aforementioned criteria.
• ・Preliminary root cause : An exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, August 27, 2021, 6:00 AM (8/26/2021, 9:00 PM UTC)

August 27, 2021 2:59 AM : クイック更新 – Service degradation

We’re continuing to monitor customer feedback and are adjusting our messaging in an effort to make it more clear.

Our understanding of the issue is evolving and real time customer feedback is invaluable and appreciated.

From a non-mobile device, please rate this post and let us know if our updates have provided greater clarity via the text box.

This quick update is designed to give the latest information on this issue.

August 27, 2021 2:25 AM : クイック更新 – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.

We’ve determined that the previously provided workaround is not viable or functioning as expected for all affected users and have removed that guidance from this message.

We apologize for any inconvenience or confusion this may have caused.

This quick update is designed to give the latest information on this issue.

August 27, 2021 1:00 AM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any content which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• We’d like to get your feedback on the workaround we provided.
• From a non-mobile device, please rate this post and submit it in the textbox.
• ・Current status : We’ve validated that the mitigation steps successfully resolve this issue and we’ll begin deployment once the full scope of impacted users has been determined.
• Our effort to determine the full scope of impacted users is ongoing, and due to the complex nature of this activity, make take an extended amount of time to complete.
• ・Scope of impact : Impact is specific to users who made changes to their quota settings from approximately August 13, 2021, to approximately August 25, 2021, when the impacting change was made.
• ・Preliminary root cause : An exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, August 27, 2021, 4:00 AM (8/26/2021, 7:00 PM UTC)

August 26, 2021 11:54 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : As a workaround, admins can individually set the quota for impacted users.
• https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’d like to get your feedback on the workaround we provided.
• From a non-mobile device, please rate this post and submit it in the textbox.
• For any content which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : We’re gathering the list of affected users in order to apply the mitigation steps.
• Meanwhile, we’re validating our mitigation steps with a sample of users before applying them to all of the affected infrastructure.
• ・Scope of impact : Impact is specific to users who made changes to their quota settings from approximately the 13th August to approximately the 25th August, when the impacting change was made.
• ・Root cause : An exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, August 27, 2021, 2:00 AM (8/26/2021, 5:00 PM UTC)

August 26, 2021 10:26 PM : クイック更新 – Service degradation

Engineers are validating the mitigation on a sample of affected users and if successful, it will be deployed across the affected tenants.

August 26, 2021 9:55 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : As a workaround, admins can individually set the quota for impacted users.
• https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’d like to get your feedback on the workaround we provided.
• From a non-mobile device, please rate this post and submit it in the textbox.
• For any content which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : We’ve identified a fix that involves reverting the recent changes in addition to re-aligning user quotas to what they are licensed for and reverting user’s quota to previously set state.
• ・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
• ・Root cause : An exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Friday, August 27, 2021, 12:00 AM (8/26/2021, 3:00 PM UTC)

August 26, 2021 9:30 PM : クイック更新 – Service degradation

Engineers are working on scaling the solution across the affected customers.

This involves analysis of change log per tenant, align the user quota to the user licence and reverting user’s quota to previously set state.

August 26, 2021 8:03 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : As a workaround, admins can individually set the quota for impacted users.
• https://docs.microsoft.com/en-us/onedrive/change-user-storage
• We’d like to get your feedback on the workaround we provided.
• From a non-mobile device, please rate this post and submit it in the textbox.
• For any content which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : We’re preparing to revert recent changes made to the quota settings to resolve the issue.
• ・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
• ・Root cause : An exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• ・Next update by : Thursday, August 26, 2021, 10:00 PM (1:00 PM UTC)

August 26, 2021 6:05 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : For any content which exceeds the 1TB storage quota, users may only be able to see their content in read-only mode.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : We’ve determined from the gathered logs that an exception is not recognizing user licenses and reverting the storage quota limit to the default settings of 1TB.
• We’re changing the way the quota is calculated, which should mitigate the issue.
• ・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
• ・Next update by : Thursday, August 26, 2021, 8:30 PM (11:30 AM UTC)

August 26, 2021 4:07 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・More info : Some users may also be in read-only mode during this event.
• Whilst in read-only mode, users can access their content in OneDrive for Business, but are unable to make changes.
• ・Current status : We’re continuing to review our available system data, whilst additionally working with your representatives to gather diagnostic logs to isolate the root cause of impact.
• ・Scope of impact : Your organization is affected by this event, and any user may have lower than expected limits for their OneDrive for Business storage.
• ・Next update by : Thursday, August 26, 2021, 6:30 PM (9:30 AM UTC)

August 26, 2021 3:16 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・Current status : We’re reviewing available system data to determine possible underlying causes of this issue.
• ・Scope of impact : Your organization is affected by this event, and any user may have lower than expected limits for their OneDrive for Business storage.
• ・Next update by : Thursday, August 26, 2021, 4:30 PM (7:30 AM UTC)

August 26, 2021 3:02 PM – Service degradation

• ・Title : Users’ OneDrive for Business storage limits are lower than expected
• ・User Impact : Users’ OneDrive for Business storage limits are lower than expected.
• ・Current status : We’re investigating a potential issue and checking for impact to your organization. We’ll provide an update within 30 minutes.
• ・Scope of impact : Your organization is affected by this event, and any user may have lower than expected limits for their OneDrive for Business storage.

関連リンク

• ・OneDrive for Business｜安全なクラウド ストレージ｜クラウド バックアップ：https://www.microsoft.com/ja-jp/microsoft-365/onedrive/onedrive-for-business
• ・日本マイクロソフト – Official Home Page：https://www.microsoft.com/ja-jp

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