New York : Microsoft is reporting widespread improvements to its services after a global outage took them offline on Thursday (US time), disrupting communications and work at schools, government agencies and offices around the world.
The company, based in Redmond in the state of Washington, said on Friday (Washington time) that it was seeing an “encouraging recovery progress, with service availability and email delivery performance improving across a growing portion of affected infrastructure”.
“We remain focused on addressing residual impact and ensuring reliable service restoration,” the company said.
Outages started disrupting Microsoft tools and apps around midday (local time) on Thursday (4am AEDT on Friday).
It quickly spread to more than 70 countries and territories, affecting millions of users, according to Downdetector, an outage-tracking site.
Some of Microsoft’s most popular products, including email manager Outlook, workplace messaging and video calling app Teams and artificial intelligence assistant Copilot, stopped working.
Microsoft said in a statement on Friday that “for now, we can confirm that there is no indication this is the result of malicious or cyberactivity”. It added that the problem was “a technical issue not related to cyber or AI” agents.
The company has yet to provide a clear answer, although it has promised to make public a full report that identifies the “root cause” of the outage.
In its most recent explanation, Microsoft said the problem was introduced to the system “during an earlier network capacity upgrade that surfaced following a recent network change”. The company said it had addressed the underlying issue, allowing its tools and apps to begin to function normally again.
“Given the scale of demand, we restored services gradually, validating stability at each stage,” it said. “While this took longer, it helped ensure a stable restoration.”
Dr Luca Arnaboldi, an assistant professor of cybersecurity at the School of Computer Science at the University of Birmingham in England, said the outage was a reminder that when people use “the cloud”, they were actually relying on servers, which had finite resources.
“In this particular case, as servers became unavailable, capacity on the remaining servers increased, leaving fewer machines to handle the traffic,” he said in a statement. Even after some of the original servers came back online, he added, “the ones currently under strain now fail, creating a constant catch-up”.
Parents struggled to contact their children’s schools, some government services faltered, and many office workers could not access email.
The outage affected parts of the federal government, including the US House of Representatives, according to Samantha Carter, a spokeswoman for the office that oversees House operations.
Elsewhere in the world, Britain’s National Health Service said the outage was having a “disruptive impact”. The National Pharmacy Association of Britain said the issues at the NHS were making it difficult for pharmacies to communicate with doctors and some patients, which could cause delays in filling prescriptions. The Metropolitan Police in London said its online contact forms weren’t working.
In Australia, intelligence and police forces said that their operations had been affected. Singapore told taxpayers that email had been disrupted, and the Supreme Court of the Philippines and the European Court of Human Rights said the outage could cause delays in their work.
“City staff can once again send and receive email,” the city of Killeen, Texas, said in a statement on Friday, a day after it reported that Outlook wasn’t working for its employees. The Louisiana attorney-general’s office said on Friday that it was “just getting our email up and running”.
The Arapahoe County Sheriff’s Office in Colorado, which reported that the outage had affected its ability to process bond payments for people being held in jail, said on Friday that the problem had been fixed.
The US House reported “improvements to Outlook’s functionality” on Friday morning and said it would “continue to monitor the situation until all issues are resolved and full functionality is restored to all Microsoft applications”.
Of course, not everyone was happy that business was returning to normal. “Is it too late to go back to the no email thing?” a lawyer in Toronto wrote on social platform X.
This article originally appeared in The New York Times .
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