Outlook Cloud Microsoft Emails not displaying preview

[kennysarmy]

We are seeing quite a few users randomly having issues using Chrome and Edge browsers whereby the preview of their emails don't display, but then magically do after seconds or minutes of waiting and or refreshing.

 

I've had the issue myself and confirmed it happens even bypassing our on-prem Smoothwall, so my connection to the internet is straight out through our Wave9 managed Sophos Firewalls.

 

I've provided Wave9 with the times when I've seend this (and have been bypassing the Smoothwall) and they have checked the firewall and found no issues.

 

When users have the issue they now know to check other websites for functionality and always report other sites such as bbc etc are fine to load and navigate.

 

I'm now on to my 3rd ticket with Microsoft and I appreciate that random issues are hard to diagnose, but they are basically fobbing us off with seemingly no real idea of how to troubleshoot this problem.

 

Does anyone have any ideas at all as to what might be causing this and what further troubleshooting I could ask the users to do, bearing in mind they are of course restricted accounts.

[Jayellcee]

We have one user only getting similar symptoms.

We are not on fortigate not smoothwall

[kennysarmy]

1 hour ago, Jayellcee said:

We have one user only getting similar symptoms.

We are not on fortigate not smoothwall

 

We have seen that message too.

 

We have another user who has issues when they move an email in to another folder (out of Inbox) then check back later the email has not moved and is back in the Inbox.

[DWilson1997]

I had this with a user the other week along with the same user unable to randomly send emails - strangely a password reset completely fixed it and it has worked since... might have just been a fluke though! 

 

Have you submitted .har logs to Microsoft support? Those usually help pinpoint the issue.