【トラブルシューティング】Exchange ActiveSync（EAS）で同期している iOS または Android デバイスを利用してメールの送受信が行えない SI（サービス インシデント）が発生【EX291497】【復旧済み】

Microsoft が提供する Microsoft 365 のサービス正常性（EX291497）にて、一部のユーザーが Exchange ActiveSync（EAS）で同期している iOS または Android デバイスを利用してメールの送受信が行えない SI（サービス インシデント）が発生していることを発表しています。

なお、この問題が発生しているユーザーは Outlook デスクトップ クライアントまたは Outlook on the web（OWA） を利用することで回避することが可能とのことです。

現在は、TLS（Transport Layer Security）のバージョンを 1.3 に戻す修正の展開が完了し、該当ユーザーへの影響が改善していることを確認しているとのことです。

• ・今後、TLS（Transport Layer Security）のコードを見直すことでパフォーマンスを向上させ、同様の影響を軽減または回避するための自動回復オプションの導入を検討しているとのこと。
• ・この問題が、TLS（Transport Layer Security）のバージョン 1.3 で発生した原因を特定するため、事象発生方法を確認しているとのこと。

※ この問題は、Exchange ActiveSync（EAS）で同期したモバイル デバイス（iOS、Android）でメールの送受信が行えない問題になります。

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Some users are unable to send email or receive using their Exchange ActiveSync (EAS) synced iOS or Android device – EX291497

サービス：Exchange Online

状態：Service restored

ユーザーへの影響：Users are unable to send email or receive using iOS or Android devices that leverage EAS.

Microsoft 365 のサービス正常性（EX291497）にて、一部のユーザーが Exchange ActiveSync（EAS）で同期している iOS または Android デバイスを利用してメールの送受信が行えない SI（サービス インシデント）が発生していることを発表しています。

なお、この問題が発生しているユーザーは Outlook デスクトップ クライアントまたは Outlook on the web（OWA） を利用することで回避することが可能とのことです。

現在は、TLS（Transport Layer Security）のバージョンを 1.3 に戻す修正の展開が完了し、該当ユーザーへの影響が改善していることを確認しているとのことです。

• ・今後、TLS（Transport Layer Security）のコードを見直すことでパフォーマンスを向上させ、同様の影響を軽減または回避するための自動回復オプションの導入を検討しているとのこと。
• ・この問題が、TLS（Transport Layer Security）のバージョン 1.3 で発生した原因を特定するため、事象発生方法を確認しているとのこと。

※ この問題は、Exchange ActiveSync（EAS）で同期したモバイル デバイス（iOS、Android）でメールの送受信が行えない問題になります。

October 16, 2021 2:02 AM

• ・Title : Some users are unable to send email or receive using their Exchange ActiveSync (EAS) synced iOS or Android device
• ・User Impact : Users were unable to send email or receive using iOS or Android devices that leverage EAS.
• ・More info : Users were able to send and receive email as expected using the Outlook desktop client or Outlook on the web.
• ・Final status : We’ve confirmed that deployment has completed and verified through both telemetry and affected user reports that our fix to revert the Transport Layer Security (TLS) version 1.3 has mitigated impact.
• ・Scope of impact : This problem impacted some iOS and Android users who attempted to send or receive email through EAS synced devices.
• ・Start time : Monday, September 27, 2021, 9:00 AM (12:00 AM UTC)
• ・End time : Friday, October 15, 2021, 3:39 PM (6:39 AM UTC)
• ・Root cause : A Transport Layer Security (TLS) configuration issue was preventing users from sending or receiving email on mobile devices that leveraged EAS to connect to Exchange Online.
• ・Next steps : – We’re reviewing our Transport Layer Security (TLS) code for improved performance and potential automated recovery options to reduce or avoid similar impact in the future.
• – We’re reviewing reproductions of the issue to determine why this occurred within the TLS 1.3 version.
• This is the final update for the event.

October 15, 2021 9:34 AM

• ・Title : Some users are unable to send email or receive using their Exchange ActiveSync (EAS) synced iOS or Android device
• ・User Impact : Users are unable to send email or receive using iOS or Android devices that leverage EAS.
• ・More info : Users are able to send and receive email using the Outlook desktop client or Outlook on the web as expected.
• ・Current status : We’ve completed our development and started deployment of the TLS configuration change.
• We anticipate that this process will complete and resolve impact by our next scheduled update.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Start time : Monday, September 27, 2021, 9:00 AM (12:00 AM UTC)
• ・Estimated time to resolve : The configuration update should complete by Saturday, October 16, 2021, 3:30 AM (10/15/2021, 6:30 PM UTC) to mitigate the issue.
• ・Root cause : A Transport Layer Security (TLS) configuration issue is preventing users from sending or receiving email on mobile devices that leverage EAS to connect to Exchange Online.
• ・Next update by : Saturday, October 16, 2021, 3:30 AM (10/15/2021, 6:30 PM UTC)

October 15, 2021 8:20 AM

• ・Title : Some users are unable to send email or receive using their Exchange ActiveSync (EAS) synced iOS or Android device
• ・User Impact : Users are unable to send email or receive using iOS or Android devices that leverage EAS.
• ・More info : Users are able to send and receive email using the Outlook desktop client or Outlook on the web as expected.
• ・Current status : We’re continuing to work on developing an update to TLS configuration.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Start time : Monday, September 27, 2021, 9:00 AM (12:00 AM UTC)
• ・Estimated time to resolve : The configuration update should complete by Saturday, October 16, 2021, 3:30 AM (10/15/2021, 6:30 PM UTC) to mitigate the issue.
• ・Root cause : A Transport Layer Security (TLS) configuration issue is preventing users from sending or receiving email on mobile devices that leverage EAS to connect to Exchange Online.
• ・Next update by : Friday, October 15, 2021, 10:30 AM (1:30 AM UTC)

October 15, 2021 6:15 AM

• ・Title : Some users are unable to send email or receive using their Exchange ActiveSync (EAS) synced iOS or Android device
• ・User Impact : Users are unable to send email or receive using iOS or Android devices that leverage EAS.
• ・More info : Users are able to send and receive email using the Outlook desktop client or Outlook on the web as expected.
• ・Current status : Our investigation into the configuration of a network authorization component has identified a Transport Layer Security (TLS) configuration issue is resulting in impact.
• We’re updating the TLS configuration to remediate impact.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Root cause : A TLS configuration issue is preventing users from sending or receiving email on mobile devices that leverage EAS to connect to Exchange Online.
• ・Next update by : Friday, October 15, 2021, 8:30 AM (10/14/2021, 11:30 PM UTC)

October 15, 2021 4:05 AM

• ・Title : Some iOS and Android users are unable to send email or receive within the Exchange Online service
• ・User Impact : iOS and Android users are unable to send or receive email within the Exchange Online service.
• ・Current status : As a result of our additional investigation, we’re now focused on a potential network authorization component configuration issue.
• We’re disabling the network authorization component in an effort to remediate impact.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Root cause : A potential network authorization component configuration issue may be resulting in impact.
• ・Next update by : Friday, October 15, 2021, 6:30 AM (10/14/2021, 9:30 PM UTC)

October 15, 2021 2:10 AM

• ・Title : Some iOS and Android users are unable to send email or receive within the Exchange Online service
• ・User Impact : iOS and Android users are unable to send or receive email within the Exchange Online service.
• ・Current status : Following our network trace review, we’ve identified a potential network authorization component configuration issue that may be preventing iOS and Android users from sending or receiving email within the Exchange Online service.
• We’re analyzing the authorization component configuration to determine our next troubleshooting steps for remediating impact.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Next update by : Friday, October 15, 2021, 4:30 AM (10/14/2021, 7:30 PM UTC)

October 14, 2021 11:58 PM

• ・Title : Some iOS users are unable to send email or receive within the Exchange Online service
• ・User Impact : iOS users are unable to send or receive email within the Exchange Online service.
• ・Current status : We’re continuing to review user-provided information and network trace logs to identify what is causing the unexpected throttling.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Next update by : Friday, October 15, 2021, 2:30 AM (10/14/2021, 5:30 PM UTC)

October 14, 2021 10:06 PM

• ・Title : Some iOS users are unable to send emails within the Exchange Online service
• ・User Impact : iOS users are unable to send emails within the Exchange Online service.
• ・Current status : We’ve identified that unexpected throttling due to high levels of user traffic may be causing the issue.
• We’re reviewing additional information provided by your organization to determine what is causing the throttling.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Next update by : Friday, October 15, 2021, 12:30 AM (10/14/2021, 3:30 PM UTC)

October 14, 2021 8:27 PM

• ・Title : Some iOS users are unable to send or receive emails within the Exchange Online service
• ・User Impact : iOS users are unable to send or receive emails within the Exchange Online service.
• ・Current status : We’ve identified that an authentication issue may be causing impact. We’re reviewing ActiveSync logs to identify the source of the issue and establish a fix.
• ・Scope of impact : Some of your iOS and Android users may be affected when attempting to send or receive email.
• ・Next update by : Thursday, October 14, 2021, 10:30 PM (1:30 PM UTC)

関連リンク

• ・Outlook on the web にサインインする方法：https://support.microsoft.com/ja-jp/office/763fab4d-0138-4814-b450-37fc286bcb79
• ・OWA（Web 版 Outlook）｜ビジネス メールに使用｜Microsoft Office：https://www.microsoft.com/ja-jp/microsoft-365/outlook/web-email-login-for-outlook
• ・ビジネス向けメール アプリ – Outlook 無料試用版｜Outlook：https://www.microsoft.com/ja-jp/microsoft-365/outlook/outlook-for-business
• ・日本マイクロソフト – Official Home Page：https://www.microsoft.com/ja-jp/

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