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【トラブルシューティング】OneDrive for Business で同期クライアントにサインインしようとすると真っ白な画面でフリーズすることがある SI（サービス インシデント）が発生【OD286672】【復旧済み】【PIR】

  • 2021/09/23
  • Masahiro

OneDrive
OneDrive

Microsoft が提供する Microsoft 365 のサービス正常性（OD286672）にて、OneDrive 同期クライアントにサインインしようとすると真っ白な画面でフリーズすることがある 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。

この問題は、Microsoft Exploit Protection EAF (Export Address Filtering) 機能を有効にして、2021 年 9 月のセキュリティ更新プログラムをインストールしたユーザーにて影響する可能性があります。

モバイル デバイス管理（MDM）が有効なデバイスを持っているユーザーは、回避策として以下のレジストリー キーを追加することで回避できることを確認しています。

※ HKEY_LOCAL_MACHINE_SYSTEM%CurrentControlSet%Policies%Microsoft%FeatureManagement%Overrides /v 2767781516 /t REG_DWORD /d 0 /f

併せて、Export Address Filtering（EAF）を無効にすることでも影響が軽減できることを確認しています。

管理者にて、Export Address Filtering（EAF）を無効を希望の場合 [Windows セキュリティー] – [アプリケーションとブラウザーの制御] – [エクスプロイト保護の設定] – [プログラムの設定] – [OneDrive.exe] – [エクスポート アドレス フィルタリング（EAF）をオフにする] を選択してください。

また、KIR（Known Issuer Rollback）を使用して、この問題を軽減することができるとのこと。

現在は長期間にわたるモニタリングの結果、2021 年 10 月の Windows アップデートによる修正によって問題が解決していること確認しているとのことです。

※ ただし、影響が残っているユーザーは問題を解決するために自分のデバイスで更新を開始する必要があります。

この問題は、最近の Windows アップデート内のパッチの適用によって、Export Address Filtering（EAF）の問題が発生したことによる影響になります。

今後は、開発およびテスト中に同様の問題を適切に特定するための更新手順を見直すとのことです。

また、同様の影響を回避するために標準サービスのアップデート手順の見直しも行うとのことです。

OneDrive for Business 関連記事一覧

OneDrive for Business 関連記事一覧

OneDrive for Business の SI（サービス インシデント）関連情報一覧

OneDrive for Business の SI（サービス インシデント）関連記事一覧

Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app – OD286672

サービス：OneDrive for Business

状態：Post-incident report published

ユーザーへの影響：Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.

Microsoft 365 のサービス正常性（OD286672）にて、OneDrive 同期クライアントにサインインしようとすると真っ白な画面でフリーズすることがある 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。

この問題は、Microsoft Exploit Protection EAF (Export Address Filtering) 機能を有効にして、2021 年 9 月のセキュリティ更新プログラムをインストールしたユーザーにて影響する可能性があります。

モバイル デバイス管理（MDM）が有効なデバイスを持っているユーザーは、回避策として以下のレジストリー キーを追加することで回避できることを確認しています。

※ HKEY_LOCAL_MACHINE_SYSTEM%CurrentControlSet%Policies%Microsoft%FeatureManagement%Overrides /v 2767781516 /t REG_DWORD /d 0 /f

併せて、Export Address Filtering（EAF）を無効にすることでも影響が軽減できることを確認しています。

管理者にて、Export Address Filtering（EAF）を無効を希望の場合 [Windows セキュリティー] – [アプリケーションとブラウザーの制御] – [エクスプロイト保護の設定] – [プログラムの設定] – [OneDrive.exe] – [エクスポート アドレス フィルタリング（EAF）をオフにする] を選択してください。

また、KIR（Known Issuer Rollback）を使用して、この問題を軽減することができるとのこと。

現在は長期間にわたるモニタリングの結果、2021 年 10 月の Windows アップデートによる修正によって問題が解決していること確認しているとのことです。

※ ただし、影響が残っているユーザーは問題を解決するために自分のデバイスで更新を開始する必要があります。

この問題は、最近の Windows アップデート内のパッチの適用によって、Export Address Filtering（EAF）の問題が発生したことによる影響になります。

今後は、開発およびテスト中に同様の問題を適切に特定するための更新手順を見直すとのことです。

また、同様の影響を回避するために標準サービスのアップデート手順の見直しも行うとのことです。

Post Incident Repot（PIR）

Incident Information

Incident ID
OD286672
Incident Title
Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
Service(s) Impacted
OneDrive for Business

User Impact

Users would have seen a frozen white screen when attempting to sign into the OneDrive for Business sync app.

Scope of Impact

 

This issue could have affected any user attempting to sign into the OneDrive for Business sync app if their organization leveraged Exploit Protection (EP) and Export Address Filtering (EAF) settings for applications and had applied KB5005565 update.

Incident Start Date and Time

Monday, September 13, 2021, at 8:26 PM UTC

Incident End Date and Time

Tuesday, October 12, 2021, at 5:00 PM UTC

Root Cause

A Defender for Endpoint update was deployed as part of a Windows build update, and was intended to address a compatibility issue where Exploit Protection (EP) was causing Office apps, such as Excel, to crash on Surface Pro X devices.

The Defender for Endpoint update contained a code regression where an internal request locked because of an error in specific scenarios and this manifested into a Dynamic Link Library (DLL) to load with empty directory data, which resulted in the white frozen screen.

Actions Taken (All times UTC)

Wednesday, September 22
  • ・4:07 PM – We collated multiple reports of issues with the OneDrive for Business app not responding when users attempted to sign in and triggered a high-priority investigation.
  • ・4:20 PM – We reviewed error logs to assist with identifying the root cause.
  • ・4:50 PM – We suspected that the issue may have originated from Azure Active Directory (AAD) and potentially related to AAD synchronization. We investigated this further.
  • ・4:56 PM – Additionally, we suspected that the issue may have been related to Express Address Filtering (EAF) due to some similarities to a different issue.
  • We believed rolling back to the last known healthy Windows build or disabling EAF may provide relief.
  • We started to work with a small number of impacted users to disable EAF as a test.
  • ・5:15 PM – We ruled out AAD as the cause of the issue.
  • ・5:35 PM – We started to reproduce the issue internally to gather additional diagnostics and test potential mitigation options.
  • ・5:50 PM – We determined that impact was caused by a recent Windows update, which contained a specific change for Windows Defender.
  • ・6:04 PM – We confirmed that disabling EAF for OneDrive for Business users did not post a security risk.
  • ・6:49 PM – We also directed users to a Known Issue Rollback (KIR) article, which provided self-mitigation steps.
  • ・7:00 PM – We continued to investigate additional workaround options for users to self-mitigate impact.
  • Additionally, we started to review potential fixes which could by implemented by the OneDrive for Business service.
Friday, September 24
  • ・9:03 PM – After trying multiple options within the OneDrive for Business service, we confirmed that a code change was needed within the Microsoft Defender service.
  • We were unable to revert the Windows update which was causing impact, due to security patching within the update having key service dependencies.
  • We developed a fix to address the underlying code issue with Defender, however, due to the complex nature of the issue, it would take several weeks to prepare and deploy.
  • During this time, we continued to leverage the multiple workarounds for users to self-mitigate the impact.
Monday, October 11
  • ・11:02 PM – We performed the final validations on the fix that will roll out with the Windows update.
Tuesday, October 12
  • ・5:00 PM – We deployed the Windows update and began an extended period of monitoring.
  • Affected users would need to apply the update to their devices to be remediated.
Friday, October 22
  • ・5:06 PM – After an extended period of monitoring, and several confirmations that impact had been remediated from previously impacted users, we declared the incident resolved.

Next Steps

Findings
Action
Completion Date
  • A Defender for Endpoint update was deployed as part of a Windows build update, and was intended to address a compatibility issue where Exploit Protection (EP) was causing Office apps, such as Excel, to crash on Surface Pro X devices.
  • The Defender for Endpoint update contained a code regression where an internal request locked because of an error in specific scenarios and this manifested into a Dynamic Link Library (DLL) to load with empty directory data, which resulted in the white frozen screen.
  • We were already planning the long-term decommissioning of Exploit Protection (EP) and replace it with different components already available within Windows.
  • This will provide similar protection levels but include additional benefits, such as reducing potential monitoring gaps and reducing the number of false positive events.
  • We have completed some initial actions and we’re reviewing options to accelerate this decommissioning; however, this is still a long-term architectural change.
At this time, we are unable to provide an estimated completion time due to the complex nature of the change.
  • We’re improving our Defender for Endpoint review and validation frameworks prior to releasing new updates. This includes :
  • – Adding additional levels of code peer review.
  • – Adding further scenarios to both unit and functionality tests for code updates.
December 2021
We’re reviewing the options to build resiliencies against Dynamic Link Libraries (DLL) loading empty directory data when an upstream error occurs within Export Address Filtering (EAF).
November 2021

October 30, 2021 4:56 PM – Service restored

A post-incident report has been published.

October 27, 2021 10:19 PM – Service restored

A post-incident report has been published.

October 23, 2021 3:30 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users would have seen a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : This issue might have affected users who have the Microsoft Exploit Protection EAF (Export Address Filtering) feature enabled and have installed the September security updates.
  • We’ve confirmed that users with Mobile Device Management (MDM) enabled devices could have added the following reg key as a workaround : HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Policies\Microsoft\FeatureManagement\Overrides /v 2767781516 /t REG_DWORD /d 0 /f
  • We’ve also confirmed with affected users that disabling Export Address Filtering (EAF) was a potential workaround to alleviate the impact.
  • Admins who wished to do so could have navigated to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF) and mitigated the impact.
  • ・Alternatively, this issue could have been mitigated using Known Issue Rollback (KIR) : https://techcommunity.microsoft.com/t5/windows-it-pro-blog/known-issue-rollback-helping-you-keep-windows-devices-protected/ba-p/2176831.
  • ・For enterprise-managed devices that have installed an affected update and encountered this issue, it could have been mitigated by installing and configuring a special Group Policy installed via an MSI file available for :
  • – Windows 10, version 1809 and Windows Server 2019 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 1909 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 2004, Windows 10, version 20H2 and Windows 10, version 21H1 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(2004%20,%2020H2%20and%2021H1)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows Sever 2022 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%20Server%202022%20Known%20Issue%20Rollback%20091821%2001.msi
  • ・Note : Devices needed to be restarted after configuring the special Group Policy.
  • For help, users could have reviewed the following :
  • https://docs.microsoft.com/en-us/troubleshoot/windows-client/group-policy/use-group-policy-to-deploy-known-issue-rollback
  • For general information on using Group Policies, see :
  • https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-server-2012-r2-and-2012/hh831791(v=ws.11)
  • Please note that many Mobile Device Management (MDM) customers couldn’t deploy group policies.
  • Customers that were unable to deploy group policy settings for the KIR may have opened support cases for further assistance.
  • ・Final status : After an extended period of monitoring, we have confirmed that the fix within the October Windows update successfully resolves the issue and affected users have reported relief.
  • Any user still experiencing impact will need to initiate the update on their device to remediate the issue.
  • ・Scope of impact : Any user may have been prevented from signing into the OneDrive for Business sync app.
  • ・Start time : Tuesday, September 14, 2021, 5:26 AM (9/13/2021, 8:26 PM UTC)
  • ・End time : Wednesday, October 13, 2021, 2:00 AM (10/12/2021, 5:00 PM UTC)
  • ・Preliminary root cause : A recent Windows patch deployment inadvertently introduced an Export Address Filtering (EAF) issue that’s contributed to the impact.
  • ・Next steps : – We’re reviewing our update procedures to better identify similar issues during our development and testing cycles.
  • – We’re reviewing our standard service update procedures to avoid similar impact in the future.
  • We’ll publish a post-incident report within five business days.

October 20, 2021 3:22 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : This issue might affect users who have the Microsoft Exploit Protection EAF (Export Address Filtering) feature enabled and have installed the September security updates.
  • We’ve confirmed that users with Mobile Device Management (MDM) enabled devices can add the following reg key as a workaround : HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Policies\Microsoft\FeatureManagement\Overrides /v 2767781516 /t REG_DWORD /d 0 /f
  • We’ve also confirmed with affected users that disabling Export Address Filtering (EAF) is a potential workaround to alleviate the impact.
  • Admins who wish to do so can navigate to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF) and mitigate the impact.
  • ・Alternatively, this issue can be mitigated using Known Issue Rollback (KIR) : https://techcommunity.microsoft.com/t5/windows-it-pro-blog/known-issue-rollback-helping-you-keep-windows-devices-protected/ba-p/2176831.
  • ・For enterprise-managed devices that have installed an affected update and encountered this issue, it can be mitigated by installing and configuring a special Group Policy installed via an MSI file available for :
  • – Windows 10, version 1809 and Windows Server 2019 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 1909 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 2004, Windows 10, version 20H2 and Windows 10, version 21H1 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(2004%20,%2020H2%20and%2021H1)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows Sever 2022 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%20Server%202022%20Known%20Issue%20Rollback%20091821%2001.msi
  • ・Note : Devices will need to be restarted after configuring the special Group Policy.
  • For help, please see the following :
  • https://docs.microsoft.com/en-us/troubleshoot/windows-client/group-policy/use-group-policy-to-deploy-known-issue-rollback
  • For general information on using Group Policies, see :
  • https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-server-2012-r2-and-2012/hh831791(v=ws.11)
  • Please note that many Mobile Device Management (MDM) customers can’t deploy group policies.
  • Customers unable to deploy group policy settings for the KIR should open support cases for further assistance.
  • ・Current status : The fix has been deployed and is contained within the October Windows update.
  • ・Scope of impact : Any user may be prevented from signing into the OneDrive for Business sync app.
  • ・Preliminary root cause : A recent Windows patch deployment inadvertently introduced an Export Address Filtering (EAF) issue that’s contributing to the impact.
  • ・Next update by : Saturday, October 23, 2021, 8:30 AM (10/22/2021, 11:30 PM UTC)

October 12, 2021 7:17 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : This issue might affect users who have the Microsoft Exploit Protection EAF (Export Address Filtering) feature enabled and have installed the September security updates.
  • We recommend implementing the Known Issue Rollback (KIR) or manually adding the registry keys if users need immediate relief.
  • Details on how to implement these workarounds can be found through the following link: https://docs.microsoft.com/en-us/windows/release-health/status-windows-10-21h1#1696msgdesc
  • Alternatively, we’ve also confirmed with affected users that disabling Export Address Filtering (EAF) is a potential workaround to alleviate the impact.
  • Admins who wish to do so can navigate to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF) and mitigate the impact.
  • Please note that many Mobile Device Management (MDM) customers can’t deploy group policies.
  • Customers unable to deploy group policy settings for the KIR should open support cases for further assistance.
  • ・Current status : We’re working through final preparations to deploy the fix for the affected customers, and we’ll provide an updated ETA as soon as it becomes available.
  • In the interim users are encouraged to leverage the workarounds provided above.
  • ・Scope of impact : Any user may be prevented from signing into the OneDrive for Business sync app.
  • ・Preliminary root cause : A recent Windows patch deployment inadvertently introduced an Export Address Filtering (EAF) issue that’s contributing to the impact.
  • ・Next update by : Thursday, October 21, 2021, 8:30 AM (10/20/2021, 11:30 PM UTC)

September 25, 2021 6:48 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : This issue might affect users who have the Microsoft Exploit Protection EAF (Export Address Filtering) feature enabled and have installed the September security updates.
  • We recommend implementing the Known Issue Rollback (KIR) or manually adding the registry keys if users need immediate relief.
  • Details on how to implement these workarounds can be found through the following link: https://docs.microsoft.com/en-us/windows/release-health/status-windows-10-21h1#1696msgdesc
  • Alternatively, we’ve also confirmed with affected users that disabling Export Address Filtering (EAF) is a potential workaround to alleviate the impact.
  • Admins who wish to do so can navigate to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF) and mitigate the impact.
  • Please note that many Mobile Device Management (MDM) customers can’t deploy group policies.
  • Customers unable to deploy group policy settings for the KIR should open support cases for further assistance.
  • ・Current status : We’ve prepared a fix for this issue and are preparing it for deployment through our change management protocols.
  • Due to the complexity and nature of our solution, we expect this process to take several weeks to complete.
  • In the interim, users are encouraged to leverage the workarounds provided above.
  • ・Scope of impact : Any user may be prevented from signing into the OneDrive for Business sync app.
  • ・Preliminary root cause : A recent Windows patch deployment inadvertently introduced an Export Address Filtering (EAF) issue that’s contributing to the impact.
  • ・Next update by : Tuesday, October 12, 2021, 8:30 AM (10/11/2021, 11:30 PM UTC)

September 23, 2021 5:12 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : This issue might affect users who have the Microsoft Exploit Protection EAF (Export Address Filtering) feature enabled and have installed the September security updates.
  • We’ve confirmed that users with Mobile Device Management (MDM) enabled devices can add the following reg key as a workaround :
  • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Policies\Microsoft\FeatureManagement\Overrides /v 2767781516 /t REG_DWORD /d 0 /f
  • We’ve also confirmed with affected users that disabling Export Address Filtering (EAF) is a potential workaround to alleviate the impact. Admins who wish to do so can navigate to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF) and mitigate the impact.
  • ・Alternatively, this issue can be mitigated using Known Issue Rollback (KIR) : https://techcommunity.microsoft.com/t5/windows-it-pro-blog/known-issue-rollback-helping-you-keep-windows-devices-protected/ba-p/2176831.
  • ・For enterprise-managed devices that have installed an affected update and encountered this issue, it can be mitigated by installing and configuring a special Group Policy installed via an MSI file available for :
  • – Windows 10, version 1809 and Windows Server 2019 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 1909 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 2004, Windows 10, version 20H2 and Windows 10, version 21H1 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(2004%20,%2020H2%20and%2021H1)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows Sever 2022 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%20Server%202022%20Known%20Issue%20Rollback%20091821%2001.msi
  • ・Note : Devices will need to be restarted after configuring the special Group Policy.
  • ・For help, please see the following : https://docs.microsoft.com/en-us/troubleshoot/windows-client/group-policy/use-group-policy-to-deploy-known-issue-rollback
  • ・For general information on using Group Policies, see : https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-server-2012-r2-and-2012/hh831791(v=ws.11)
  • Please note that many Mobile Device Management (MDM) customers can’t deploy group policies.
  • Customers unable to deploy group policy settings for the KIR should open support cases for further assistance.
  • ・Current status : While focused on expediting a permanent fix for this issue, we’ve confirmed another workaround for users with Mobile Device Management (MDM) enabled devices by adding a specific reg key provided in the “more info” section.
  • ・Scope of impact : Any user may be prevented from signing into the OneDrive for Business sync app.
  • ・Root cause : A recent Windows patch deployment inadvertently introduced an Export Address Filtering (EAF) issue that’s contributing to the impact.
  • ・Next update by : Saturday, September 25, 2021, 8:00 AM (9/24/2021, 11:00 PM UTC)

September 23, 2021 4:26 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : This issue might affect users who have the Microsoft Exploit Protection EAF (Export Address Filtering) feature enabled and have installed the September security updates.
  • Admins who wish to do so can navigate to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF) and mitigate the impact.
  • ・Alternatively, this issue can be mitigated using Known Issue Rollback (KIR) : https://techcommunity.microsoft.com/t5/windows-it-pro-blog/known-issue-rollback-helping-you-keep-windows-devices-protected/ba-p/2176831.
  • ・For enterprise-managed devices that have installed an affected update and encountered this issue, it can be mitigated by installing and configuring a special Group Policy installed via an MSI file available for :
  • – Windows 10, version 1809 and Windows Server 2019 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 1909 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(1903%20&%201909)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows 10, version 2004, Windows 10, version 20H2 and Windows 10, version 21H1 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%2010%20(2004%20,%2020H2%20and%2021H1)%20Known%20Issue%20Rollback%20091721%2001.msi
  • – Windows Sever 2022 : https://download.microsoft.com/download/7/f/1/7f194890-eea9-4cad-b19f-25ab67e41bbe/Windows%20Server%202022%20Known%20Issue%20Rollback%20091821%2001.msi
  • ・Note : Devices will need to be restarted after configuring the special Group Policy.
  • ・For help, please see the following : https://docs.microsoft.com/en-us/troubleshoot/windows-client/group-policy/use-group-policy-to-deploy-known-issue-rollback
  • ・For general information on using Group Policies, see : https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-server-2012-r2-and-2012/hh831791(v=ws.11)
  • Please note that many Mobile Device Manager (MDM) customers can’t deploy group policies.
  • Customers unable to deploy group policy settings for the KIR should open support cases for further assistance.
  • ・Current status : We’ve confirmed that a recent Windows patch deployment inadvertently introduced an EAF issue that’s contributing to the impact.
  • We’ve successfully reproduced the issue locally to test potential long-term solutions to resolve this problem.
  • As we focus on a permanent solution, we’ve confirmed with affected users that following the steps in the KIR provided or disabling EAF are both functioning as a successful workaround to mitigate the impact.
  • ・Scope of impact : Any user may be prevented from signing into the OneDrive for Business sync app.
  • ・Root cause : A recent Windows patch deployment inadvertently introduced an Export Address Filtering (EAF) issue that’s contributing to the impact.
  • ・Next update by : Thursday, September 23, 2021, 6:00 AM (9/22/2021, 9:00 PM UTC)

September 23, 2021 2:08 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・More info : As our investigation continues, we’ve confirmed with affected users that disabling Export Address Filtering (EAF) is a potential workaround to alleviate the impact.
  • Admins who wish to do so can navigate to Windows Security > App & Browser Control > Exploit Protection Settings > Program Settings > OneDrive.exe > Turn off Export Address Filtering (EAF).
  • ・Current status : We’re continuing our review of the available system logs to determine the underlaying cause of this issue.
  • ・Scope of impact : Your organization is affected by this event, and any user may experience impact.
  • ・Next update by : Thursday, September 23, 2021, 4:00 AM (9/22/2021, 7:00 PM UTC)

September 23, 2021 1:42 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・Current status : We’re reviewing system logs to isolate the origin of this issue.
  • ・Scope of impact : Your organization is affected by this event, and any user may experience impact.
  • ・Next update by : Thursday, September 23, 2021, 3:00 AM (9/22/2021, 6:00 PM UTC)

September 23, 2021 1:42 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User Impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・Current status : We’re reviewing system logs to isolate the origin of this issue.
  • ・Scope of impact : Your organization is affected by this event, and any user may experience impact.
  • ・Next update by : Thursday, September 23, 2021, 3:00 AM (9/22/2021, 6:00 PM UTC)

September 23, 2021 1:26 AM – Service restored

  • ・Title : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app
  • ・User impact : Users will see a frozen white screen when attempting to sign into the OneDrive for Business sync app.
  • ・Current status : We’re investigating a potential issue and checking for impact to your organization.
  • We’ll provide an update within 30 minutes.
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