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Frankfurt EU8 is currently experiencing service degradation with UCMDB service on EU8 farm. Clients may experience degradation while loading request entities or using an actual service on the EU8 farm. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3995249

Frankfurt EU8 experienced service degradation with UCMDB service on EU8 farm. The issue is now resolved. We appreciate your patience. Tracking Number: IM3995249

# **Incident Report** **Tracking number:** IM3995249 PM1011727 **Incident window:** September 9, 2026, from 06:56 GMT to 07:53 GMT **Services affected:** OpenText™ Enterprise Service Management \(Frankfurt EU8\) **RCA target completion date:** September 23, 2026 **Overview** On September 9, 2026, at 07:38 GMT, Incident Management was engaged to investigate a service issue affecting the OpenText™ Enterprise Service Management Frankfurt EU8 farm. **Impact** Users experienced service degradation and delays when loading request entities. **Resolution** The investigation determined that gateway processing errors caused performance degradation within the UCMDB infrastructure, leading to the observed delays. To mitigate the issue, technical teams performed targeted service restarts to clear the gateway errors and restore connectivity. Following these actions, service health normalized, and normal functionality was restored at 7:42 GMT. Validations were completed at 07:53 GMT, ending the impact.

Microsoft O365 Exchange - some users are experiencing an issue connecting to Exchange 365. Microsoft is aware of the issue and has provided Issue ID: EX1464935.

Update from Microsoft: Microsoft isolated a common failure pattern across affected Exchange Online requests that is associated with authentication and protocol connectivity. They are analyzing service telemetry to identify the underlying source of impact and validate potential remediation options. Additionally, they are continuing to assess the scope of impact and monitor for additional affected scenarios. More info - Users may experience a variety of symptoms related to this event, including but not limited to: Delays or failures when sending or receiving email messages. Authentication-related errors when accessing Exchange Online services. Difficulties accessing or performing actions within Exchange administration experiences. Intermittent failures affecting mailbox operations and message delivery workflows.

Update from Microsoft: Microsoft has identified a potential corrective action for the affected infrastructure and are evaluating deployment options. They are monitoring service telemetry and affected Exchange Online transactions to determine whether the action is reducing impact and to better understand the scope of affected scenarios.

Update from Microsoft: Microsoft is continuing to perform comprehensive tests to ensure their mitigation strategy effectively resolves the issue without introducing additional impact. In parallel, they are exploring alternative remediation avenues to minimize impact in the interim.

Update from Microsoft: A substantial portion of the remediation deployment has been completed, and organizations whose environments remain affected are expected to recover as the deployment reaches the relevant infrastructure. As remediation progresses, Microsoft is focused on validating sustained recovery and monitoring for any remaining pockets of impact before determining whether any additional corrective actions are required.

Update from Microsoft: Microsoft observed continued recovery across previously impacted Exchange Online scenarios, with core mail flow functionality remaining healthy. Their focus remains on validating recovery across dependent Microsoft 365 experiences and confirming that remaining impact scenarios are fully addressed. They are maintaining enhanced monitoring while engineering teams complete end-to-end validation before determining whether any further corrective actions are required.

Update from Microsoft: Microsoft continues to advance multiple workstreams to restore service and prevent additional impact. Microsoft is prioritizing infrastructure that requires the most immediate attention while carefully expanding corrective actions across additional regions, with continued monitoring throughout this process. In parallel, Microsoft is investigating remaining reports of impact and evaluating additional actions to support full service recovery.

Update from Microsoft: Their telemetry indicates service availability remains stable above 99 percent and expect the majority of users should no longer be seeing impact from this issue. The continued focus is on balancing the implementation of their fixes across remaining portions of affected infrastructure to ensure persistent recovery, with added attention on ensuring withstanding recovery of scenarios dependent on REST and Graph API connection methods.

Update from Microsoft: Microsoft discovered an issue in less than one percent of their infrastructure, where additional mitigation efforts to resolve impact for Exchange Online did not successfully deploy. The vast majority of impact remains remediated; however, those serviced from the impacted portion of infrastructure may be unable to access previously recovered Outlook connection methods. Microsoft remains committed to restoring all services to all users and will continue to carefully monitor their telemetry to ensure recovery.

Update from Microsoft: All user impact scenarios are now resolved as they rectified the additional mitigation efforts for the Outlook impact which occurred in less than one percent of their infrastructure. They will continue to monitor their telemetry to ensure all services remain healthy and plan to close this communication by next update.

This incident has been resolved.

Desktop Messaging BMS is currently experiencing delays in processing outbound fax delivery. Document backlogs exist and are currently being processed. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3987893

Desktop Messaging BMS is currently experiencing delays in processing outbound fax delivery. Document backlogs exist and are currently being processed. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3987893

Desktop Messaging BMS experienced delays in processing outbound fax delivery. Backlogs have been cleared, and the issue is now resolved. We appreciate your patience. Tracking Number: IM3987893

Core Communications Europe is currently unavailable. Teams are currently assembled and working to resolve the issue. We appreciate your patience. Tracking Number: IM3987509

Core Communications Europe was unavailable. Teams are currently assembled and working to resolve the issue. Service has been restored and is being validated. We appreciate your patience. Tracking Number: IM3987509

Core Communications Europe was unavailable. The issue is now resolved. We appreciate your patience. Tracking Number: IM3987509

MailStore Cloud is currently unavailable. Teams are currently assembled and working to resolve the issue. We appreciate your patience.

MailStore Cloud was unavailable. Service has been restored and is being validated. We appreciate your patience.

MailStore Cloud was unavailable. The issue is now resolved. We appreciate your patience.