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Outlook.com left preview a few weeks ago, and as part of that, we shared that we'd start to upgrade the hundreds of millions of people using Hotmail to the new, modern Outlook.com experience. We had done multiple pilots during the preview period and learned a ton. Overall, the upgrade has been going very well--people have upgraded much faster than we had expected. The vast majority of people using our services have had a smooth experience during this time and are enjoying the new Outlook.com experience. That said, we had an issue yesterday and wanted to provide you with a deeper look at what happened.
Before we dive into the details, we do want to sincerely apologize to anyone that was unable to access their email during the interruption. Outages are something we take very seriously and invest a significant amount of our time and energy in doing our best to prevent.
At 13:35 PM PDT on March 12th, 2013 there was a service interruption that affected some people's access to a small part of the SkyDrive service, but primarily Hotmail.com and Outlook.com. Availability was restored over the course of the afternoon and evening, and fully restored by 5:43 AM PDT on March 13th, 2013.
On the afternoon of the 12th, in one physical region of one of our datacenters, we performed our regular process of updating the firmware on a core part of our physical plant. This is an update that had been done successfully previously, but failed in this specific instance in an unexpected way. This failure resulted in a rapid and substantial temperature spike in the datacenter. This spike was significant enough before it was mitigated that it caused our safeguards to come in to place for a large number of servers in this part of the datacenter.
These safeguards prevented access to mailboxes housed on these servers and also prevented any other pieces of our infrastructure to automatically failover and allow continued access. This area of the datacenter houses parts of the Hotmail.com, Outlook.com, and SkyDrive infrastructure, and so some people trying to access those services were impacted.
Once the safeguards kicked in on these systems, the team was instantly alerted and they immediately began to get to work to restore access. Based on the failure scenario, there was a mix of infrastructure software and human intervention that was needed to bring the core infrastructure back online. Requiring this kind of human intervention is not the norm for our services and added significant time to the restoration.
From that point onward, the team brought back access in waves throughout the evening. The majority of the impacted mailboxes were fully restored before midnight and the rest completed by 5:30 AM.
We hope this helped provide an understanding of the incident and again, we sincerely apologize and regret the impact this outage had on all of you. Now that we're through the resolution, we're also hard at work on ensuring this doesn't happen again.
https://status.live.com is always the best and most reliable way to get real time information specific to any service issues that we are encountering, and when you are signed in, is customized based on the health of your specific account.
--Arthur de Haan, Vice President
New outlook not bad, but automatically opens messenger. We don't always want to be disturbed when signing in to Hotmail. can this be turned of manually when we want to?
And don't see where to turn it on or off.
Still no access to my email! despite it being with support for 3 weeks
Re Outlook.com, as of Mar 23: So what's new? I was just getting ready to make the jump from Gmail, but I held off with problems. Is it fixed? Should I jump?
I couldn't retrieve my emails on my phone! oh that's because hotmail was updated to this new STUPID outlook! I don't see the difference other than the graphics are basic and I didn't get to choose if I wanted to update. I know yahoo gives you a choice. THEE most annoying thing hotmail does is make me change my password every once in a while with out warning they make me change my password. And I mean THEY MAKE ME! they won't accept my password and have to reset it thru my husband's email. If I had a security breech I'd understand, but I can't use an old password and my husband has never had to do that. I don't have time keep track of new random passwords and I HATE when they say convenient and it's not; at least for me. I don't have an office job so I rely on my emails to schedule my day and if I'm not near my desk top at home I'm screwed so thank you once again hotmail for making an extremely important week extra hard by not allowing me to use my password. hotmail do more research when making changes because you are taking a huge step back and let outlook go it's not useful. I have an app that does outlook's job and more!
No it isn't, stay as far away from Outlook.com as possible.
I have a hotmail account that today i was locked out of..and according to the security bot you seem to be using i didnt have enough information to acess my account. this WAS my main email account. My main way of online communication. there is no option but for me to wait 24 hours to attempt again. No other way to access help..and considering the size of your company i find this beyond POOR customer service. I log in my email daily.... no i can not remember the subject matter of my sent emails..generally i don't slap a subject on them.I will try again tomorrow...but after that i WILL be transferring my email to another company and using their services and will never use an outlook account again unless require by an employer....YOU need to change the protocol for retrieving account information on this service. I understand trying to weed out bots and hackers...but not at the expense of your loyal customers.
Why have all my filtered folders gone ??? VERY important files and work in them and now thanks to the stupid and ugly change over they have all gone... FUMING is not the word.. 80k+ emails / files GONE... how do I get them back??? If not, who is gonna pay for all the work lost ??
This Outlook Express is terrible. I cannot read any of my email. I get a message saying Outlook.com cannot connect to the internet at this time and always saying try later, error 8, and a bunch of other stuff. what a waste of my time. Here I come, Yahoo!!!!!!!
Won't run on my vista home prem. with ie explorer 8. explorer 9 won't run. Outlook does work using Chrome. And don't tell to upgrade to that kinderschool interface windows 8. Certainly as bad as Bob if you remember. Microsoft, you should hire some adults with common sense or go bankrupt.
The upgrade to the Outlook product really is awful. How does Microsoft continue to survive? I tried cutting and pasting word text into an email and discovered there's no way to keep the font size consistent. Emails start in 14 pt, but there's no 14 pt choice in the font size selection. Stupid mistakes like that tell us this company is in major dysfunction and this product is a joke. Time to migrate to gmail like everyone else.
I am having the same problem as Micky, where have all my folders gone to, I also have VERY important information in them. I know I have emails but they are gone too?????? Come on Outlook get your act together !!!!!!!!!!!!!!!!!!!!!
It's broken again today.
Rocketronnie, can you ping me at outhelp@ at the microsoft.com domain?
Micky, can you ping me at outhelp@ at the microsoft.com domain?