Resolved -
This incident has been resolved.
Jul 17, 21:42 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
None expected.
Latest resolution status:
Microsoft have confirmed that a global fix has been rolled out.
- Customers who did not experience any impact remain unaffected.
- Customers who were impacted but did not move to the fix version are advised to restart CDM and resume working as normal.
- Customers who mass deployed the fix version will be contacted with our recommended next steps.
Fix ETA:
n/a - bug fix has been issued by MS
Next update:
n/a - issue resolved
Jul 17, 21:41 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
A subset of the overall customer base has been impacted by the MS Bug. Affected customers cannot use CDM; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
A fix is has been distributed to all affected customers and will be made available to any customers who are newly impacted from this point.
Microsoft Product Group have confirmed that this is a Bug. The case remains with the Critical Situation Management Team (CritSit). We will continue to request information concerning the intended response, and for a formal Root Cause Analysis to be published.
Fix ETA:
Distributed.
Next update:
As required - we will continue to monitor impacted customers to ensure service has been successfully restored.
Jul 17, 16:30 UTC
Monitoring -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
The number of affected customers continues to incrementally increase. Impact remains limited to a subset of the overall customer base - i.e. is not affecting all customers at this time.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
A fix is now being distributed to all affected customers and will be made available to any customers who are newly impacted from this point. Our Support team is contacting customers individually to provide an updated version.
Microsoft Product Group have confirmed that this is a Bug. They have confirmed that it remains under active investigation but have yet to provide timescales for a fix (ETA) or documentation (RCA). We are continuing to work with MS and the case has now been escalated to the Critical Situation Management Team (CritSit).
Fix ETA:
In distribution.
Next update:
17:00 BST
Jul 17, 14:44 UTC
Identified -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
The number of affected customers continues to incrementally increase. Impact remains limited to a subset of the overall customer base - i.e. is not affecting all customers at this time.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
Investigations have confirmed a change to the IDP mechanism for token generation which has caused the impact to M365 authentication through CDM.
Microsoft Product Group have confirmed that this is a Bug. They have confirmed that it remains under active investigation but have yet to provide timescales for a fix (ETA) or documentation (RCA).
Service restoration remains our priority. We are progressing with the development and testing of a fix that can be supplied to impacted customers.
Fix ETA:
Dependent on hotfix completion and successful testing.
Next update:
17:00 BST
Jul 17, 12:28 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
The number of affected customers continues to incrementally increase. Impact remains limited to a subset of the overall customer base - i.e. is not affecting all customers at this time.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
Investigations have confirmed a change to the IDP mechanism for token generation which has caused the impact to M365 authentication through CDM.
Microsoft Product Group have now confirmed that this is a Bug. We are continuing to work with MS to understand their intended approach to address the issue and indicative timescales. We have also asked for MS to formally document and publish information regarding the Bug.
Service restoration remains our priority. Although the number of new customers impacted may now slow, we have no indication of fix timescales, therefore we continue to work on a hotfix to supply to impacted customers. Testing will include regressive compatibility to incorporate any MS decision to rollback their change to the previous state.
Fix ETA:
Dependent on hotfix completion and successful testing.
Next update:
13:00 BST
Jul 17, 10:07 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
The number of affected customers is incrementally increasing since our previous update, which suggests an MS global change continues to be rolled out. Impact remains limited to a subset of the overall customer base - i.e. is not affecting all customers at this time.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
Investigations have confirmed a change to the IDP mechanism for token generation which has caused the impact to M365 authentication through CDM.
No response has been received from Microsoft since the last update, contrary to their committed response timeframes. We are independently developing a hotfix in the absence of definitive information from MS in order to restore service to impacted customers.
Fix ETA:
Dependent on hotfix completion and successful testing.
Next update:
11:00 BST
Jul 17, 08:18 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
The number of affected customers has not changed significantly since our previous update whereby a small subset of the overall customer base is affected.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
A series of meetings have been held with Microsoft engineers. Investigations have confirmed a change to the IDP mechanism for token generation which has caused the impact to M365 authentication through CDM.
MS have escalated the case internally to the highest level possible in order to conclude if this is an intentional state or an error. We are continuing to assist MS with their investigations wherever possible and will determine actions required to restore service once MS provide a definitive position on the IDP change.
Fix ETA:
Dependent on root cause confirmation.
Next update:
Aligned with Microsoft confirmation of IDP change.
Jul 16, 16:09 UTC
Update -
We are continuing to investigate this issue.
Jul 16, 15:59 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
Multiple regions impacted. A subset of CDM v3 customers are affected.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
Investigations suggest a change to Azure AD authentication token provision by Microsoft is causing the issue.
The case has now been escalated within Microsoft following initial meetings between engineering teams.
Fix ETA:
Dependent on root cause
Next update:
15:00 BST
Jul 16, 12:04 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
Multiple regions impacted. A subset of CDM v3 customers are affected.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing (MS Graph is rejecting the Azure AD generated token).
Latest resolution status:
Investigations suggest a change to Azure AD authentication token provision by Microsoft is causing the issue.
We are actively working with Microsoft engineers in order to provide a definitive diagnosis.
Fix ETA:
Dependent on root cause
Next update:
13:00 BST
Jul 16, 10:21 UTC
Update -
Incident Summary:
Authentication with M365 through CDM is currently failing.
Services affected:
Cloud Drive Mapper v3
Current impact:
Multiple regions impacted. A subset of CDM v3 customers are affected.
For impacted customers, CDM cannot be used; signin to the product is possible but the downstream authentication to M365 via MS Graph is failing.
Latest resolution status:
Initial investigations suggest a change to the authentication token provision via Microsoft. A support ticket has been raised. Testing is ongoing to further corroborate this analysis.
Fix ETA:
Dependent on root cause
Next update:
11:00 BST
Jul 16, 08:47 UTC
Investigating -
We have received reports of Cloud Drive Mapper V3 not being able to authenticate. Upon further analysis, the problem is with the connection to Microsoft Graph API.
We have logged a case with Microsoft and encourage affected clients to do the same.
Jul 16, 07:46 UTC