Snapshot 17992
Normalized text
Scripts and page chrome removed; this is what change detection compares.
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"body": "This incident has been resolved.",
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"body": "Our engineering team has identified a likely cause of the intermittent error responses affecting a small number of users of the Moveworks Assistant on the EmployeeWorks web app. We applied a configuration change and we have not observed the error since then.\n\nWe are continuing to monitor the results through the end of the day to confirm the issue is fully resolved. We will share another update once we have confirmed the fix or if we have more information.",
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"body": "We are investigating an issue affecting a small number of users of the Moveworks Assistant on the EmployeeWorks web app. Impacted users may receive the message \"Looks like I am having some trouble responding to you now...\" in response to their requests. The large majority of conversations are unaffected.\nOur engineering team has identified the component involved and is actively working on a fix. We will share another update as soon as remediation is underway or when we have more information. \nWe apologize for the inconvenience and appreciate your patience.",
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"description": "Based on latest updates from Microsoft (https://portal.office.com/servicestatus)",
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"body": "The fix should now be reflected for everyone, allowing the incident to be closed out.",
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"body": "Issue summary and resolution details from Microsoft:\n\nIssue: Some published Teams apps briefly displayed the app publisher's default icon instead of the custom icon/branding configured by the tenant admin.\n\nRoot Cause: A recent platform change to how bot-based interactions authenticate could, in certain cross-tenant request paths, cause the service to look up the tenant's data in the wrong geographic region. When that lookup did not resolve, the service temporarily cached an incomplete view of the tenant's app-customization settings. While that cached view was in effect, affected apps fell back to the publisher's default icon rather than the configured custom branding. The actual configuration was never lost — it remained correct in the source of record; only the temporary cached copy was incomplete.\n\nOnset timeframe: Introduced with the bot PFT/POP rollout in the July timeframe. Exact rollout start/ramp dates are being confirmed with the partner team that owns the rollout.\n\nResolution: We have corrected the region-resolution logic so tenant-specific data is always looked up using the tenant's own region, preventing the incomplete cached state. The fix is rolling out through our standard deployment pipeline. As caches refresh, affected apps return to displaying the configured custom icons automatically, with no action required on the customer's side.\n\nCustomer impact / data safety: Display-only regression. No configuration was changed or lost, and there was no impact to data security or access control.\n\nMitigation timeline:\n• Code review / validation complete: Thursday EOD (9/11)\n• Server-side fix deployed via regular deployment process: 9/24\n• Client cache refresh (~24 hours after server deployment): +24h\n• Fully reflected for customers: 9/25\n\nRecovery is automatic as caches refresh post-deployment; no action is required from the customer.",
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"body": "Microsoft's mitigation continues to roll out and we are monitoring propagation. Most users should see the correct custom logo restored.\n\nIf any users are still seeing the default Moveworks logo, please capture a HAR file while reproducing the issue and share it with Moveworks Support.\n\nWe will share additional updates as progress continues.",
"created_at": "2026-09-01T17:16:53.603Z",
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"body": "Microsoft has identified the root cause as a platform regression affecting app branding display in Teams. A mitigation has been deployed and is currently rolling out. Microsoft's engineering team continues to monitor the rollout and validate the fix.\n\nUsers may see the correct custom logo restored as the mitigation propagates. No action is required on your side. We will continue to monitor and will share additional updates as progress continues.",
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"body": "We have escalated this issue to Microsoft and are actively working with their team to address the issue. We will provide more details when they are available.",
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"body": "We're investigating an active issue where end users in Microsoft Teams are seeing the default Moveworks logo instead of their organization's custom bot logo, despite a custom icon being set in the app manifest. This appears to affect the bots published via the Teams App Store (store auth) rather than a single tenant. Logging out/back in or clearing the Teams cache resolves it for some users. Our engineering team is actively investigating and we will share more details as they become available.",
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"body": "This incident has been resolved. Anyone still affected can follow the workaround steps shared previously.",
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"body": "Workaround Available\n\nWe have identified that, for some affected customers, the Available to setting for the Moveworks bot in the Microsoft Teams admin centre is set to No one. Restoring the appropriate availability has resolved the issue for some customers.\n\nTeams administrators can update this setting by following these steps:\n\n1. Sign in to the Microsoft Teams admin centre.\n2. Go to Teams apps → Manage apps and select the Moveworks bot.\n3. Open the Users and groups tab. Alternatively, select No one (org-wide default) if it appears as a link.\n4. Under Availability, select Edit availability.\n5. Change Available to from No one to one of the following:\n\nEveryone — Select this if all users in the tenant should have access to the bot. This is the most common setting for Moveworks deployments.\nSpecific users or groups — Select this to restrict access to particular security groups, Microsoft 365 groups, dynamic membership groups, or distribution lists. Search for and add the required users or groups.\n6. Select Apply to save the change.\n\nMicrosoft advises that availability changes can take up to 24 hours to apply to all users and, in rare cases, up to six days to appear in the Teams client. However, the change may take effect sooner. \n\nWe are continuing to investigate the underlying cause and will provide further updates as more information becomes available.",
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"body": "We have rotated the SSL certificate and confirmed that access to Moveworks Academy has been restored. Users should now be able to access the site without browser security warnings.\n\nThank you for your patience.",
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"body": "We are continuing to work with the relevant team to restore access to academy.moveworks.com. We apologize for the inconvenience.",
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"body": "We have identified an expired SSL certificate affecting access to Moveworks Academy. Users may encounter a browser security warning that prevents them from accessing the site.\n\nThe issue has been escalated to the relevant team for certificate renewal. We will share further updates as they become available.",
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"body": "We are investigating an issue preventing scheduled knowledge ingestion jobs from running in the US region. As a result, the latest content may be delayed in being ingested. We apologize for the inconvenience.\n\nThe Assistant remains available and functional. Other regions are unaffected.",
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"body": "A fix has been deployed and the Get Help options are now rendering as expected for all messages. Thank you for your patience, and apologies again for the disruption.",
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],
"body": "We have identified that this is impacting customers on the Frontier and Standard tiers of the Model Upgrade program. We are actively working on a fix and will provide further updates shortly.",
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],
"body": "We are investigating an issue where any utterance that is identified as a greeting fails to render the help options on the Get Help page, leaving users unable to file a ticket or connect to a live agent. The Get Help tab opens but shows only the Chat Summary with no handoff options presented. We apologize for the inconvenience this is causing your users.\n\nImpacted Regions: All",
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