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【トラブルシューティング】Microsoft Forms にアクセスが行えない SI （サービス インシデント）が発生！【FM419732】【PIR】【復旧済み】

  • 2022/08/25
  • Masahiro

Microsoft 365 のサービス正常性（FM419732）にて、Microsoft Forms へ左上の [アプリ起動ツール] からアクセスを行おうとすると正常にアクセスが行えないことがある SI（サービス インシデント）が発生しています。

“FM419732” のサマリー

問題
影響を受けているユーザーは、Microsoft 365 ポータル (https://www.office.com/) または、他の Microsoft 365 アプリケーションから、左上の [アプリ起動ツール] を経由して、Microsoft Forms へ正常にアクセスが行えない可能性があります。
回避方法
現在
  • ・問題を起こしていたインフラストラクチャーからのトラフィックを再ルーティングし、変更を元に戻すことで、問題の軽減を図り、問題は改善しています。
  • 今後は、このシナリオが発生した経緯を特定し、同様の事象を発生させないための方法を開発するために変更管理プロセスの再検討を行っています。
  • また、5 営業日以内に PIR（Post – Incident Report）を発行する予定です。
原因
最近展開されたビルドにコードの問題があり、特定の条件下で Microsoft Forms にブラウザーでアクセスした際に正常にアクセスを行おうと無限に再試行のループに入ることがあり、発生している問題
影響範囲
  • ・Microsoft 365 ポータル (https://www.office.com/) または、他の Microsoft 365 アプリケーションから、左上の [アプリ起動ツール] を経由して、Microsoft Forms へアクセスしようとした一部のユーザーに影響した問題
  • ※ ※ ブラウザーのウィンドウの高さが約 750 ～ 800 px に設定されているユーザーに限定されているものと思われます。

目次

目次
  1. 1. FM419732
  2. 2. Post Incident Repot（PIR）
  3. 2. Microsoft Forms 関連記事一覧
  4. 3. Microsoft Forms のメッセージ センター関連記事一覧
  5. 4. Microsoft Forms サービス正常性 関連記事一覧
  6. 5. コメントを残す

Some users can’t load or access the Microsoft Forms service when accessing via Office.com waffle menu – FM419732

サービス：Microsoft Fomrs

状態：Service restored

ユーザーへの影響：Users are unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu.

Microsoft 365 のサービス正常性（FM419732）にて、Microsoft Forms へ左上の [アプリ起動ツール] からアクセスを行おうとすると正常にアクセスが行えないことがある SI（サービス インシデント）が発生しています。

本事象の影響を受けているユーザーは、Microsoft 365 ポータル (https://www.office.com/) または、他の Microsoft 365 アプリケーションから、左上の [アプリ起動ツール] を経由して、Microsoft Forms へ正常にアクセスが行えない問題になります。

なお、本事象の回避策として、ブラウザーのウィンドウのサイズの変更や https://www.forms.office.com または、forms.microsoft.com の URL を経由でアクセスすることでサービスへのアクセスが行えます。

そのため、根本的な原因の調査を行っている間、ユーザーはブラウザーのウィンドウの高さを 750 ～ 800 px に設定を下げてアクセスすることをお勧めしました。

現在は、問題を起こしていたインフラストラクチャーからトラフィックを再ルーティングし、この変更を下に戻すことで、問題の軽減を図り、ユーザーからの報告からも問題が解決したことを確認しています。

本事象は、最近展開されたビルドにコードの問題があり、特定の条件下で Microsoft Forms のページへのアクセスが無限に再試行することがありました。

この問題は、最近展開されたビルドにコードの問題があり、特定の条件下で Microsoft Forms にブラウザーでアクセスした際に、正常にアクセスを行おうと無限に再試行のループに入ることがあり、発生している問題になります。

今後は、このシナリオが発生した経緯を特定し、同様の事象を発生させないための方法を開発するために変更管理プロセスを再検討しています。

また、5 営業日以内に PIR（Post – Incident Report）を発行する予定です。

なお、本事象は、Microsoft 365 ポータル (https://www.office.com/) または、他の Microsoft 365 アプリケーションから、左上の [アプリ起動ツール] を経由して、Microsoft Forms へアクセスしようとした一部のユーザーに影響があった問題になります。

※ ブラウザーのウィンドウの高さが約 750 ～ 800 px に設定されているユーザーに限定されているものと思われます。

Post Incident Repot（PIR）

Incident Information

Incident ID
FM419732
Incident Title
Some users couldn’t load or access the Microsoft Forms service when accessing via Office.com waffle menu
Service(s) Impacted
Microsoft Forms

User Impact

Users were unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu.

Some users were unable to access the Microsoft Forms start page from www.office.com (www.office.com/launch/forms).

The Microsoft Forms services and the Microsoft Forms app at forms.office.com continued to work.

Scope of Impact

 

Some users attempting to access the Microsoft Forms service through the Office.com waffle menu were impacted.

Impact appears to have been limited to users with a configured window height of approximately 750-800 pixels.

Approximately 20,000 users were impacted.

Incident Start Date and Time

Wednesday, August 24, 2022, at 7:00 AM UTC

Incident End Date and Time

Friday, August 26, 2022, at 10:56 PM UTC

Root Cause

A routine update was deployed that contained a code issue affecting app tiles within the App Bar.

The code issue subsequently caused the Microsoft Forms browser page to enter an infinite loop under these specific conditions :

  • ・A particular timing in the sequence of events between the rendering of the App Bar and the user licensing information of the user coming in, reduced the number of app tiles to show in the App Bar.
  • ・A user initiates the browser session with the Forms start page (as opposed to navigating to it from the home page)
  • ・A specific range of window size such that the Forms tile appears at the last tile of the App Bar.

Actions Taken (All times UTC)

Thursday, August 25
  • ・3:40 PM – We received and collated reports that users may have been unable to access the Microsoft Forms service.
  • ・4:00 PM – We started analyzing telemetry and recent changes to correlate the customer reports with any known availability dips in the service.
  • At this time, we were unable to isolate the cause, so expanded the search to include other dependencies.
  • Additionally, users were able to use methods to connect other than the waffle menu.
Friday, August 26
  • ・3:11 AM – We successfully reproduced the issue, and asked for more diagnostics from customers to help us isolate the root cause.
  • ・5:08 PM – After analyzing customer diagnostics and more data from the internal reproduction, we found that the issue manifested if the window height was set to a specific size.
  • We discussed two options; rolling back to the last known good configuration or writing a new fix.
  • ・7:00 PM – We finished rolling back to the last known good configuration and started testing to make sure the issue was completely resolved.
  • ・9:00 PM – While the rollback was mostly successful, there were indications that the impact may not have been entirely remediated.
  • We redirected traffic to healthy infrastructure, which resolved the impact.
Saturday, August 27
  • ・12:22 AM – After a period of monitoring, we declared the incident resolved.

Next Steps

Findings
Action
Completion Date
A build contained a code issue which under specific conditions caused Forms to not load as expected
We’re reviewing our change management process to understand the underlying cause that resulted in this behavior
September 2022
Due to the very specific conditions resulting in the issue, this was not identified during our testing or monitoring phases.
We’re working to implement more robust monitoring to identify complex signals to prevent and identify issues.
Under Review
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August 27, 2022 8:50 AM – Service restored

  • ・Title : Some users couldn’t load or access the Microsoft Forms service when accessing via Office.com waffle menu
  • ・User Impact : Users were unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu.
  • ・More info : Users were unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu or the waffle menu within other Microsoft 365 applications.
  • For example, users accessing Microsoft Forms via the waffle menu within SharePoint Online would have been affected.
  • As workarounds, users could have resized their window, navigated to forms.office.com or forms.microsoft.com, or went to office.com and clicked on Microsoft Forms from the left navigation or the apps flyout menu.
  • While we were investigating the root cause, we recommended users with a window height of 750-800 pixels to lower the configuration and reattempt to access.
  • ・Final status : We’ve rerouted traffic from the infrastructure that was experiencing issues reverting the change to expedite mitigation.
  • We have confirmed via internal telemetry and customer reports that the issue has been resolved.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle menu were impacted.
  • Impact appears to have been limited to users with a configured window height of approximately 750-800 pixels.
  • ・Start time : Wednesday, August 24, 2022, 4:00 PM (7:00 AM UTC)
  • ・End time : Friday, August, 26, 2022 at 10:56 PM UTC
  • ・Preliminary root cause : A recently deployed build introduced a code issue that was causing the Microsoft Forms browser page to enter an infinite retry loop in certain conditions.
  • ・Next steps : – We’re reviewing our change management process to determine how this scenario occurred and develop methods to prevent similar events from occurring in the future.
  • A post incident report will be published in five business days.

August 27, 2022 7:46 AM – Service restored

  • ・Title : Some users can’t load or access the Microsoft Forms service when accessing via Office.com waffle menu
  • ・User Impact : Users are unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu.
  • ・More info : Users also experience impact when accessing Microsoft Forms via the waffle menu within other Microsoft 365 applications.
  • For example, users accessing Microsoft Forms via the waffle menu within SharePoint Online will be affected.
  • Additionally, users are unable to access the service when navigating directly via: https://www.office.com/launch/forms?auth=2.
  • As a workaround, users are able to access the service through forms.office.com or forms.microsoft.com.
  • While we continue to investigate the root cause, we recommend users with a window height of 750-800 pixels to lower the configuration and reattempt to access.
  • ・Current status: The rollback is taking longer than expected to complete for the remaining subset of affected infrastructure.
  • We have confirmed via internal telemetry and customer reports that the issue has been resolved.
  • We’re continuing to monitor the progress while in parallel, reviewing what manual actions can be taken to expedite the process.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle menu are impacted.
  • Impact appears to be limited to users with a configured window height of approximately 750-800 pixels.
  • ・Start time : Wednesday, August 24, 2022, 4:00 PM (7:00 AM UTC)
  • ・Preliminary root cause : A recently deployed build has introduced a code issue that causes the Microsoft Forms browser page to enter an infinite retry loop in certain conditions.
  • ・Next update by : Saturday, August 27, 2022, 10:00 AM (1:00 AM UTC)

August 27, 2022 6:57 AM – Service restored

  • ・Title : Some users can’t load or access the Microsoft Forms service when accessing via Office.com waffle menu
  • ・User Impact : Users are unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu.
  • ・More info : Users also experience impact when accessing Microsoft Forms via the waffle menu within other Microsoft 365 applications.
  • For example, users accessing Microsoft Forms via the waffle menu within SharePoint Online will be affected.
  • Additionally, users are unable to access the service when navigating directly via: https://www.office.com/launch/forms?auth=2.
  • As a workaround, users are able to access the service through forms.office.com or forms.microsoft.com.
  • While we continue to investigate the root cause, we recommend users with a window height of 750-800 pixels to lower the configuration and reattempt to access.
  • ・Current status : After validating that rolling back the service successfully resolves the impact within an internal environment, we initiated the process for the entirety of the affected infrastructure.
  • We’ve confirmed that the rollback is nearing completion and expect the majority of users are experiencing relief from impact at this time.
  • We’ll continue to monitor the rollback to ensure it completes successfully and fully resolves the issue.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle menu are impacted.
  • Impact appears to be limited to users with a configured window height of approximately 750-800 pixels.
  • ・Start time : Wednesday, August 24, 2022, 4:00 PM (7:00 AM UTC)
  • ・Preliminary root cause : A recently deployed build has introduced a code issue that causes the Microsoft Forms browser page to enter an infinite retry loop in certain conditions.
  • ・Next update by : Saturday, August 27, 2022, 8:00 AM (8/26/2022, 11:00 PM UTC)

August 27, 2022 4:05 AM · クイック更新 – Service restored

  • We’ve completed rolling back the offending change within an internal environment and are performing tests to ensure this successfully resolves the issue.
  • This quick update is designed to give the latest information on this issue.

August 27, 2022 2:41 AM – Service restored

  • ・Title : Some users can’t load or access the Microsoft Forms service when accessing via Office.com waffle menu
  • ・User Impact : Users are unable to load or access the Microsoft Forms service when accessing via the Office.com waffle menu.
  • ・More info : Users also experience impact when accessing Microsoft Forms via the waffle menu within other Microsoft 365 applications.
  • For example, users accessing Microsoft Forms via the waffle menu within SharePoint Online will be affected. Additionally, users are unable to access the service when navigating directly via : https://www.office.com/launch/forms?auth=2.
  • As a workaround, users are able to access the service through forms.office.com or forms.microsoft.com.
  • As we continue to investigate the root cause, we recommend users with a window height of 800 pixels to lower the configuration and reattempt to access.
  • ・Current status : We’ve successfully reproduced the issue internally and have determined that a recently deployed build contained a code issue that has resulted in impact.
  • We’re continuing to investigate the conditions of the code issue, and have identified that the issue appears to affect users with certain screen sizes.
  • In parallel, we’re reviewing our options to roll back the service to a previous, working build without causing adverse impact.
  • ・Scope of impact: Some users attempting to access the Microsoft Forms service through the Office.com waffle menu are impacted.
  • ・Start time : Wednesday, August 24, 2022, 4:00 PM (7:00 AM UTC)
  • ・Preliminary root cause : A recently deployed build has introduced a code issue that causes the Microsoft Forms browser page to enter an infinite retry loop in certain conditions.
  • ・Next update by : Saturday, August 27, 2022, 7:00 AM (8/26/2022, 10:00 PM UTC)

August 26, 2022 2:48 PM – Service restored

  • ・Title : Some users are unable to load or access the Microsoft Forms service
  • ・User Impact : Users are intermittently unable to load or access the Microsoft Forms service.
  • ・More info : Users may be able to access the service through forms.office.com or forms.microsoft.com as alternatives while we continue to investigate this issue.
  • ・Current status : We’ve received a network trace from an affected customer and have begun our analysis of it.
  • Additional network traces, session IDs, and request IDs are still beneficial to the investigation, so if you’re still experiencing impact, please continue to file support tickets referencing FM419732.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle are impacted.
  • ・Next update by : Saturday, August 27, 2022, 3:00 AM (8/26/2022, 6:00 PM UTC)

August 26, 2022 1:50 PM – Service restored

  • ・Title : Some users are unable to load or access the Microsoft Forms service
  • ・User Impact : Users are unable to load or access the Microsoft Forms service.
  • ・More info : Users may be able to access the service through forms.office.com or forms.microsoft.com as alternatives while we continue to review this issue.
  • ・Current status : We’re collecting the data from available support cases to identify the root cause.
  • If you are experiencing impact related to this event and are able to gather network traces, session IDs, or request IDs, please file a support ticket and reference FM419732 so that we can review the data.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle are impacted.
  • ・Next update by : Friday, August 26, 2022, 4:00 PM (7:00 AM UTC)

August 26, 2022 12:35 PM – Service restored

  • ・Title : Some users are unable to load or access the Microsoft Forms service
  • ・User Impact : Users are unable to load or access the Microsoft Forms service.
  • ・More info : Users may be able to access the service through forms.office.com or forms.microsoft.com as alternatives while we continue to review this issue.
  • ・Current status : We’re continuing to analyze the results of our internal repro.
  • If you are experiencing impact related to this event, please file a support ticket and gather network traces, session IDs, or request IDs for review.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle are impacted.
  • ・Next update by : Friday, August 26, 2022, 2:30 PM (5:30 AM UTC)

August 26, 2022 12:05 PM – Service restored

  • ・Title : Some users are unable to access the Microsoft Forms service through the Office.com waffle
  • ・User Impact : Users are unable to access the Microsoft Forms service through the Office.com waffle.
  • ・More info : Users may be able to access the service through forms.office.com as an alternative while we continue to review this issue.
  • ・Current status : We’ve been able to reproduce the issue internally and are analyzing the results to help determine the next troubleshooting steps.
  • ・Scope of impact : Some users attempting to access the Microsoft Forms service through the Office.com waffle are impacted.
  • ・Next update by : Friday, August 26, 2022, 2:00 PM (5:00 AM UTC)

August 26, 2022 2:23 AM – Service restored

  • ・Title : Some users are unable to access the Microsoft Forms service through the Office.com waffle
  • ・User impact : Users are unable to access the Microsoft Forms service through the Office.com waffle.
  • ・More info : Users may be able to access the service through forms.office.com as an alternative while we continue to review this issue.
  • ・Current status : Our service telemetry doesn’t indicate any availability issues or significant dips in successful access attempts over the past 72 hours, and attempts to reproduce the issue within our internal test environment have been unsuccessful as access to service through all connection methods is working as expected.
  • We’re continuing to monitor service health to ensure there are no irregularities and are reviewing recent service updates to determine if any changes made could have impacted access through the Office.com waffle.
  • For those who are continuing to face impact, please reach out to one of our support representatives with additional information, such as network traces, user IDs, browser logs, and confirmation that the workaround outlined in the More info section of this communication succeeded or not for further review.
  • ・Scope of impact : Your organization is affected by this event, and some users attempting to access the Microsoft Forms service through the Office.com waffle are impacted.
  • ・Next update by : Friday, August 26, 2022, 12:00 PM (3:00 AM UTC)

August 25, 2022 11:54 PM – Service restored

  • ・Title : Some users are unable to access the Microsoft Forms service through the Office.com waffle
  • ・User impact : Users are unable to access the Microsoft Forms service through the Office.com waffle.
  • ・Current status : We’re reviewing service monitoring telemetry to isolate the root cause and develop a remediation plan.
  • ・Scope of impact : Your organization is affected by this event, and some users attempting to access the Microsoft Forms service are impacted.
  • ・Next update by : Friday, August 26, 2022, 2:00 AM (8/25/2022, 5:00 PM UTC)
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Microsoft Forms とは？

Microsoft Forms は、Microsoft が提供する手軽にアンケートや投票、クイズなどの作成が行えるクラウド サービスになります。

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