【トラブルシューティング】OneDrive for Business のコンテンツにアクセスする際に遅延や問題が発生する SI（サービスインシデント）が発生！【OD360523】【復旧済み】

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Microsoft が提供する Microsoft 365 のサービス正常性（OD360523）にて、OneDrive for Business のコンテンツにアクセスする際に遅延などの SI（サービスインシデント）が発生していました。

この問題は、Web アプリケーションからファイルにアクセスしようとしたユーザーのみ影響する問題になります。

既に影響を受けるすべての Web App サービスのインフラストラクチャーへの再ルーティングを完了し、事象が発生していないことを確認しています。

本事象は発生する問題になります。

今後は監視サービスの見直しを行い、検知時間を短縮することで、より迅速にサービスを復旧させる方法を検討中になります。

なお、5 営業日以内に PIR（Post – Incident Report）が公開されます。

この問題は、ギリシャの影響を受けたインフラストラクチャーを経由したユーザーに限定し、発生する事象になります。

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Delays or problems when accessing OneDrive for Business content – OD360523

サービス：OneDrive for Business

状態：Service restored

ユーザーへの影響：Users were experiencing delays or problems when accessing OneDrive for Business content.

Microsoft 365 のサービス正常性（OD360523）にて、OneDrive for Business のコンテンツにアクセスする際に遅延などの SI（サービスインシデント）が発生していました。

この問題は、Web アプリケーションからファイルにアクセスしようとしたユーザーのみ影響する問題になります。

既に影響を受けるすべての Web App サービスのインフラストラクチャーへの再ルーティングを完了し、事象が発生していないことを確認しています。

本事象は発生する問題になります。

今後は監視サービスの見直しを行い、検知時間を短縮することで、より迅速にサービスを復旧させる方法を検討中になります。

なお、5 営業日以内に PIR（Post – Incident Report）が公開されます。

この問題は、ギリシャの影響を受けたインフラストラクチャーを経由したユーザーに限定し、発生する事象になります。

April 19, 2022 2:51 AM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users were experiencing delays or problems when accessing OneDrive for Business content.
・More info : This issue only affected users who attempted to access the files through the web app.
As a workaround, users with a desktop license may have been able to download the file from the desktop app.
・Final status : We’ve completed rerouting all affected Web Apps services onto healthy infrastructure, and have verified that no additional failures have been detected.
・Scope of impact : Reports of impact were isolated to users routed through the affected infrastructure in Greece.
・Start time : Monday, April 18, 2022, 3:30 AM (4/17/2022, 6:30 PM UTC)
・End time : Tuesday, April 19, 2022, 2:26 AM (4/18/2022, 5:26 PM UTC)
・Preliminary root cause : A portion of infrastructure unexpectedly entered an unhealthy state and began performing below the intended service thresholds.
・Next steps : – We’re reviewing our monitoring services to look for ways to reduce detection time and more quickly restore service.
We’ll publish a post-incident report within five business days.

April 19, 2022 1:53 AM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users are experiencing delays or problems when accessing OneDrive for Business content.
・More info : This issue only affects users attempting to access the files through the web app.
As a workaround, users with a desktop license may be able to download the file from the desktop app.
・Current status : We’ve received reports of mitigated impact from customers whose Web Apps services have been rerouted onto healthy infrastructure.
We’re working to complete the rerouting process for all affected customers while continuing efforts to identify the root cause.
We’ll provide an ETA for resolution as soon as one becomes available.
・Scope of impact : Ongoing reports of impact are isolated to users routed through the affected infrastructure in Greece.
If we identify additional geolocations are affected, we’ll include them.
・Start time : Monday, April 18, 2022, 3:30 AM (4/17/2022, 6:30 PM UTC)
・Root cause : A portion of infrastructure unexpectedly entered an unhealthy state and began performing below the intended service thresholds.
・Next update by : Tuesday, April 19, 2022, 4:00 AM (4/18/2022, 7:00 PM UTC)

April 18, 2022 11:51 PM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users are experiencing delays or problems when accessing OneDrive for Business content.
・More info : This issue is only affecting users if they are attempting to access the files through the web app.
As a workaround, users with a desktop license may be able to download the file from the desktop app.
・Current status : Impact appears to be limited to users in Greece, but we’re continuing to investigate whether there is wider impact.
While we’re continuing to isolate the cause of the timeouts from the AFD IP, we’ve identified that there is a potential workaround where users with license may be able to download the file and edit using Office desktop apps.
・Scope of impact : Initial reports of impact are isolated to users located in Greece.
At this time, we are unable to confirm that this issue is specific to Greece, and therefore this issue may affect some users from different geolocations.
・Next update by : Tuesday, April 19, 2022, 2:00 AM (4/18/2022, 5:00 PM UTC)

April 18, 2022 9:57 PM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users are experiencing delays or problems when accessing OneDrive for Business content.
・More info : This issue is only affecting users if they are attempting to access the files through the web app.
As a workaround, users with a desktop license may be able to download the file from the desktop app.
・Current status : We’ve completed our analysis of network trace logs.
We’ve identified timeouts while connecting to Office Online endpoint and that they are coming from an Azure Front Door IP for Office Online.
We’re continuing our troubleshooting efforts to determine if this is a localised issue.
・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
・Next update by : Tuesday, April 19, 2022, 12:00 AM (4/18/2022, 3:00 PM UTC)

April 18, 2022 8:26 PM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users are experiencing delays or problems when accessing OneDrive for Business content.
・Current status : We’re currently reviewing network trace logs, as well as continuing to internally reproduce the behaviour to assist in identifying the root cause of the issue and determining our next troubleshooting steps.
・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
・Next update by : Monday, April 18, 2022, 10:00 PM (1:00 PM UTC)

April 18, 2022 6:32 PM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users are experiencing delays or problems when accessing OneDrive for Business content.
・Current status : Our analysis of service monitoring telemetry has so far been inconclusive.
While we continue our investigation into the root cause, we’re internally reproducing the behaviour to assist in developing our next troubleshooting steps.
・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
・Next update by : Monday, April 18, 2022, 9:00 PM (12:00 PM UTC)

April 18, 2022 5:08 PM – Service restored

・Title : Delays or problems when accessing OneDrive for Business content
・User Impact : Users are experiencing delays or problems when accessing OneDrive for Business content.
・Current status : We’re analyzing service monitoring telemetry to determine the specific impact, the root cause and to develop a remediation plan.
・Scope of impact : Impact is specific to users who are served through the affected infrastructure.
・Next update by : Monday, April 18, 2022, 7:00 PM (10:00 AM UTC)

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