【トラブルシューティング】ユーザーが、Outlook モバイル アプリケーションで共有メール ボックスを追加できないことがある SI（サービス インシデント）を公開【EX284109】【復旧済み】

Microsoft が提供する Microsoft 365 のサービス正常性（EX284109）にて、ユーザーが、Outlook モバイル アプリケーションで共有メール ボックスを追加できないことがある SI（サービス インシデント）を発表しています。

ユーザーは、Outlook モバイル アプリケーションで共有メール ボックスを追加しようとすると “Authentication Failed : That didn’t work. You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.” とエラー メッセージが表示されることがあります。

※ Outlook デスクトップ クライアント および Outlook on the Web（OWA）は影響を受けません。

本事象は、無効化されたアカウントのエラー コードの最適化を目的とした最近のアップデートの際に誤ったコードが導入されたことで発生したとのことです。

なお、修正プログラムの導入は約 98 % 完了しており、展開後完了して影響が完全に解消されるように最終的な状況を引き続き監視をおこなっているとのこと。

このため、上記事象はユーザーの大部分で問題が解決したことが確認されています。

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Users can’t add shared mailboxes via the Outlook mobile app – EX284109

サービス：Exchange Online

状態：Restoring service

ユーザーへの影響：Users are unable to add shared mailboxes via the Outlook mobile app.

Microsoft 365 のサービス正常性（EX284109）にて、ユーザーが、Outlook モバイル アプリケーションで共有メール ボックスを追加できないことがある SI（サービス インシデント）を発表しています。

ユーザーは、Outlook モバイル アプリケーションで共有メール ボックスを追加しようとすると “Authentication Failed : That didn’t work. You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.” とエラー メッセージが表示されることがあります。

※ Outlook デスクトップ クライアント および Outlook on the Web（OWA）は影響を受けません。

本事象は、無効化されたアカウントのエラー コードの最適化を目的とした最近のアップデートの際に誤ったコードが導入されたことで発生したとのことです。

なお、修正プログラムの導入は約 98 % 完了しており、展開後完了して影響が完全に解消されるように最終的な状況を引き続き監視をおこなっているとのこと。

このため、上記事象はユーザーの大部分で問題が解決したことが確認されています。

September 21, 2021 1:35 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : Our internal telemetry validates that the issue has been resolved for a majority of affected users.
• The fix deployment is 98 percent saturated, and we’re continuing to monitor the final aspects of the deployment to ensure it completes and ensure that impact has been completely resolved.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced incorrect code logic and caused impact.
• ・Next update by : Friday, September 24, 2021, 8:30 AM (9/23/2021, 11:30 PM UTC)

September 18, 2021 7:28 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : While telemetry indicates that this issue is likely resolved for most affected users, we’ll continue monitoring the final stages of the deployment over the weekend to ensure it completes as expected to resolve the issue for all affected users.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced incorrect code logic and caused impact.
• ・Next update by : Tuesday, September 21, 2021, 8:30 AM (9/20/2021, 11:30 PM UTC)

September 16, 2021 6:51 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : We’ve determined that the progression of our deployment is taking more time than estimated.
• We’re expecting to be able to provide an updated estimate for the fix deployment timeline and the resolution of impact by our next scheduled update.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced incorrect code logic and caused impact.
• ・Next update by : Saturday, September 18, 2021, 8:30 AM (9/17/2021, 11:30 PM UTC)

September 15, 2021 5:15 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : We’re monitoring our fix deployment which continues to progress slower than earlier anticipated.
• The fix has now saturated approximately 83 percent of the affected environment, and based on current deployment projections we’re expecting for the deployment to have completed by Wednesday, September 15, 2021.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Estimated time to resolve : We expect the reverted change will saturate all affected environments and mitigate the impact for all users by Wednesday, September 15, 2021.
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced incorrect code logic and caused impact.
• ・Next update by : Thursday, September 16, 2021, 8:30 AM (9/15/2021, 11:30 PM UTC)

September 14, 2021 5:29 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : We’ve confirmed with affected users that the fix is incrementally remediating impact.
• Our fix deployment timeline has been slightly extended, and we’re now expecting for the fix deployment to be complete and for impact to be resolved by Wednesday, September 15, 2021, 7:30 AM (9/14/2021, 10:30 PM UTC)
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Estimated time to resolve : We expect the reverted change will saturate all affected environments and mitigate the impact for all users by Tuesday, September 14, 2021.
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced incorrect code logic and caused impact.
• ・Next update by : Wednesday, September 15, 2021, 7:30 AM (9/14/2021, 10:30 PM UTC)

September 11, 2021 3:14 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : The reversion of the offending change has completed the validation process, however this change will take some time to saturate across all affected environments.
• Users will incrementally experience mitigation as the saturation continues, and we expect completion for all users by Monday, September 13, 2021.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Estimated time to resolve : We expect the reverted change will saturate all affected environments and mitigate the impact for all users by Monday, September 13, 2021
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced an incorrect logic and caused impact.
• ・Next update by : Tuesday, September 14, 2021, 7:00 AM (9/13/2021, 10:00 PM UTC)

September 10, 2021 4:26 AM

• ・Title : Users can’t add shared mailboxes via the Outlook mobile app
• ・User Impact : Users are unable to add shared mailboxes via the Outlook mobile app.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via the Outlook mobile app :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : We’ve determined that the reversion of the offending change across the affected environments requires additional validation and processing time, and we now anticipate resolution by Friday, September 10, 2021.
• Users will incrementally experience mitigation as the saturation continues, and we expect completion for all users by Monday, September 13, 2021.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile app may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Estimated time to resolve : We expect the change will be reverted and the user impact will be mitigated by Friday, September 10, 2021.
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced an incorrect logic and caused impact.
• ・Next update by : Saturday, September 11, 2021, 5:30 AM (9/10/2021, 8:30 PM UTC)

September 10, 2021 2:46 AM

• ・Title : Users can’t add shared mailboxes via Outlook mobile apps
• ・User Impact : Users are unable to add shared mailboxes via Outlook mobile apps.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via Outlook mobile apps :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : We’ve identified a recent update intended to optimize the error code for disabled accounts which incidentally introduced an incorrect logic and caused impact.
• We’re reverting this change across all affected environments which we anticipate will resolve the issue by the next scheduled update.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile apps may be impacted.
• ・Start time : Tuesday, August 24, 2021, 4:00 PM (7:00 AM UTC)
• ・Root cause : A recent update intended to optimize the error code for disabled accounts incidentally introduced an incorrect logic and caused impact.
• ・Next update by : Friday, September 10, 2021, 5:30 AM (9/9/2021, 8:30 PM UTC)

September 10, 2021 2:01 AM

• ・Title : Users can’t add shared mailboxes via Outlook mobile apps
• ・User Impact : Users are unable to add shared mailboxes via Outlook mobile apps.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・Users will encounter the following error when attempting to add shared mailboxes via Outlook mobile apps :
• “Authentication Failed : That didn’t work.
• You may not have the right permissions to add this mailbox or the mailbox doesn’t exist.”
• ・Current status : We’re reviewing recent service updates to isolate the source of the problem and determine the most expedient mitigation approach.
• ・Scope of impact : Any user attempting to add shared mailboxes via the Outlook mobile apps may be impacted.
• ・Next update by : Friday, September 10, 2021, 3:30 AM (9/9/2021, 6:30 PM UTC)

September 10, 2021 1:46 AM

• ・Title : Users can’t add shared mailboxes via Outlook mobile apps
• ・User Impact : Users are unable to add shared mailboxes via Outlook mobile apps.
• ・More info : Outlook desktop and Outlook on the web are unaffected.
• ・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 : Any user attempting to add shared mailboxes via the Outlook mobile apps may be impacted.
• ・Next update by : Friday, September 10, 2021, 3:30 AM (9/9/2021, 6:30 PM UTC)

関連リンク

• ・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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