NHSmail Enabling collaboration for health and social care

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Service Status

Last updated: 21/01/2019 13:30




Local Administrators and Primary Local Administrators can now restore accounts within the Portal by pressing the Restore button. If the Restore button is not yet visible when reviewing an account in a Deleted status you may need to delete your browser cache and cookies and restart your browser.

This page provides you with up-to-date information on the status of the NHSmail services and any key known issues impacting users.

It is recommended that you regularly check these pages. For further information on any High Severity Service Incidents (HSSI) please refer to the NHS Digital Service Status Page (via N3/HSCN/NHS connection).



Email Gateway/Relay Status
Incoming Internet Email
Outgoing Internet Email
Internal NHS Email
NHSmail Status
Portal (administration tools)
Outlook Web Access (www.nhs.net)
Email Client Access (Outlook)
Mobile/Tablet Access


Complaints and Escalations Process

If you have any complaints about the NHSmail service, please email the national helpdesk. If you wish to raise an escalation, further information is available within the drop-down menu below.

  • NHSmail helpdesk

    LAs and users have the option to escalate incidents they feel have not been dealt with in an appropriate way or where the resolution provided does not answer the original query. Support is in place to deal with escalations 24/7.

    NHSmail helpdesk escalation process steps:

    • The LA / user provides the original ticket reference for the escalation being raised to the helpdesk.
    • The LA / user to provide an explanation of the reasons for the escalation and why the previous feedback has not provided the solution required.
    • The helpdesk should then perform an escalation to the appropriate Subject Matter Expert (SME).
    • If the escalation response is not acceptable then a further escalation can be requested to a higher level
    • Once the issue has been resolved, the helpdesk (or SME that has been dealing with escalation) will notify the originator of the issue via telephone / email to confirm closure of the escalation before actual closure of the incident takes place.

    Feedback mailbox

    The NHSmail Live Service Team also deals with escalations, via the ‘feedback’ mailbox. The team will check the following details before raising an escalation with the supplier:

    • If the incident / issue has already been recorded at the NHSmail helpdesk. If not, the LA / user will be asked to contact the helpdesk unless the incident / issue has service, security or clinical impact concerns.
    • If the incident / issue is still within agreed Service Level Agreements (SLAs) for the severity type (if it has already been raised with the helpdesk), the LA / user will be advised to contact the helpdesk for an update. The agreed incident resolution time is 48 hours excluding non-core hours, non-core hours are 22:00 until 07:00 so effectively this is 3 working days.
    • If a response has been provided by the helpdesk and this has not resolved the issue, and it’s still within 72 hours of the ticket being resolved / closed, the LA / user will be advised to contact the helpdesk to request that the ticket is re-opened.

    If an incident / issue remains unresolved after the above steps have been taken, it will be escalated by the NHSmail Live Service Team to the supplier.


High Severity Service Incidents

In the event of High Severity Service Incidents (HSSIs), information will be provided in this section. You can also see any HSSIs raised within the last 7 days.

  • 21/01/2019 - INC9259722 - A small number of users are experiencing intermittent access their email account through OWA

    Issue Description: A small number of users are experiencing intermittent access their email account through OWA.

    21/01/2019 13:30 - Resolved: The issue has been resolved, but the team will continue to monitor over the course of the day.

  • SPAM Emails Containing Phishing Website Links: NHSmail support teams have identified a series of SPAM emails containing phishing website links being sent to users. An account with a nhs.net address is claiming to be from an IT Support Team and is asking users to verify their account by providing their credentials and password. This is not from the NHSmail support team. Users should never click any provided link to verify their accounts. This account has now been deactivated but certain user's may have received an email with a provided link.

  • Outgoing Internet Email – Blacklisting: NHSmail is periodically experiencing issues relating to blacklisting. Please review the Known Issues below for further information.

  • 03/12/2018 - INC8709062 - Affected users are unable to access their email account through OWA

    Issue Description: Users have reported issues relating to email access through OWA. They are receiving an error message : "An unexpected error occurred". Email access works fine through Outlook and mobile.

    03/12/2018 12:45 - Resolved: The issues regarding some users experiencing a 'something went wrong' error when accessing the NHSmail Outlook Web App (OWA) have now been resolved. This was caused by a problem with Office Web Apps integration. Users should be able to access the OWA without any further issues

  • 01/12/2018 - INC8709062 - Issues with NHSmail Portal and access to Email

    Issue Description: Issues with NHSmail Portal and access to email

    Users are experiencing issues with accessing the NHSmail Portal and accessing email.

    01/12/2018 19:45 - Resolved: The service disruption was the result of a component failure in one of the NHSmail data centres. The root cause is under investigation.

    02/12/2018 10:15 - Guidance for users: Following the known issue resolved yesterday where users were unable to access portal, OWA or emails in Outlook, please follow the below steps if you are still facing any issues in acessing portal, OWA or emails in Outlook:

    • if you have reset your password, please update the new password in all your devices or your account may get locked again.
    • if you can access portal/OWA via one browser and not another then this is likely a browser cache issue. Please follow the guidance on how to clear cookies and cached data from your browser.

  • 27/11/2018 - INC8658568 - Issues with Multi-Factor Authentication (MFA)

    Issue Description: Issues with Multi-Factor Authentication (MFA)

    Portal administrators and Advanced Threat Protection (ATP) users are unable to login to the Portal due to an issue with MFA. Standard NHSmail users without MFA enabled are unaffected.

    28/11/2018 07:30 - Resolved: Following confirmation that Microsoft have resolved the issue, MFA has now been re-enabled for NHSmail administrators.


NHSmail News

Things that are happening on the service that may impact your use of it.

  • Following a recent review of how account lockout incidents are dealt with, a step by step guide has been published to assist the Local Administrator community and users by providing information on how to resolve the most common forms of repeated lockouts. This guide is located in the Policy and Guidance section of the Portal help pages, under General Guidance

  • Unfortunately, following the enabling of the anti-spoofing controls some organisations have been experiencing issues with implementing the guidance provided. To allow organisations time to overcome these issues, we have reversed the anti-spoofing changes and will be re-introducing them from 12 February 2019. In the meantime, please continue to regularly check the junk email folder within your mailbox.

    This security improvement is intended to help keep NHSmail safe and to improve the way that incoming emails are processed to stop spoofing on the NHSmail service. The NHSmail Spoofing Guide outlines what spoofing is and why these changes are being made.

    Any emails spoofing @nhs.net will be directed to a recipient’s ‘junk’ mailbox instead of the inbox from 12 February 2019. The email will still be received, but it will be directed to the junk mail folder.

    During 2019, spoofing will be blocked completely from the NHSmail service with the exact date to be confirmed nearer the time.

    Additional information is available on the anti-spoofing controls on the Policy and Guidance page of the Portal under ‘General Guidance’:

    Guidance is also available in the Portal Local Administrator Guide on how to enable / disable NHSmail SMTP / POP / IMAP settings.

  • The Business Continuity and Disaster Recovery (BCDR) test, that was scheduled for 22 and 23 September 2018, has been postponed to March 2019. Specific dates will be published here closer to the time.

    We do not expect any impact on end users during the course of the test, however Local Administrators should review their local business continuity arrangements as a precaution. If there are any organisations involved in self-migration NHSmail activity, a pause should be planned once dates are confirmed.

  • Please find detailed below the dates / times of the upcoming Local Administrator webinars and open sessions. Further information, along with an invitation, will be sent to all Primary / Local Administrators around a week before the scheduled session.

    Date Time Session
    Wednesday 23 January 2019 11:00-12:00 Webinar
    Wednesday 27 February 2019 11:00-11:45 Open session
  • The annual user satisfaction survey is now closed. Thank you for all of the responses received. Results will be published on this site in due course.


Portal Releases, Known Issues and Guidance

Please see the current known issues outlined below:

  • Issue Description: There is an issue whereby the ‘Delete OneDrive’ button is available under the Actions section of the User Details page in the portal for user accounts that don’t have an Office 365 license.

    Latest Update and Guidance: This is being investigated by the development team with a view to ensuring all ineligible accounts have the button greyed out. The fix will be deployed in a future portal release.

  • Issue Description: There is an issue wherein owners are being removed when they update their SDLs, due to the "Add myself as owner" box defaulting to an un-checked state.

    Latest Update and Guidance: This is currently being investigated under PRB0077151 and will be fixed in a future release. As an interim workaround, owners must ensure that the "Add myself as owner" box is always checked when the SDL is updated, otherwise the user will remove themselves as an owner.

  • Issue Description: Mobile report doesn’t correctly show mobile device policies applied through the new security groups.

    Latest Update and Guidance: This is currently being investigated under PBI9941 and will be fixed in a future release.

  • Issue Description: Removing owners from a shared mailbox also removes their membership.

    Latest Update and Guidance: Re-add the owner as a member once they have been removed if membership is still desired.

  • Issue Description: When changing email address the UI accepts email addresses starting and ending with a ‘.’ or with consecutive ‘.’. These are invalid so can’t be saved but the UI presents them as ‘available’.

    Latest Update and Guidance: This is currently being investigated under PBI9938 and will be fixed in a future release.

  • Issue Description: After populating the notes field, if the user then navigates to a user operation (password reset etc) that navigates away from the main page – the notes field is cleared and must be re-populated. Existing notes remain populated in this scenario

    Latest Update and Guidance: This is currently being investigated under PBI9919 and will be fixed in a future release.

  • Issue Description: While trying to open up a SDL with defined owners, the page doesn't load the owners list at first go. A manual refresh is required to populate the owners.

    Latest Update and Guidance: Refresh the page one or two times to pull the owners into view.

  • Issue Description: There is an issue wherein the modal message doesn't show up when Admins set the new security group policy for the SDL.

    Latest Update and Guidance: This is currently being investigated under PBI9852 and will be fixed in a future release.

  • Issue Description: When an account is enabled or flagged as Leaver, an error message comes up, "An exception has occurred. Cannot move user in enable operation. Use the Move user cmdlet instead".

    Latest Update and Guidance: This is currently being investigated under PRB0065567 and will be fixed in a future release. Although the error message comes up, the action is getting executed fine in the back-end. If you get the error message, please refresh the page after a few seconds and you will see that the action (enabling or any other action) is processed successfully.

  • Issue Description: There is an issue with the push connector functionality where CSV files are not being processed.

    Latest Update and Guidance: This is currently being investigated under PBI700000433718 and will be fixed in a future release.

  • Issue Description: When an account is created through the Portal user interface, using the Portal .CSV Upload tools, or via TanSync, the account remains in a status of Pending instead of becoming Active.

    Latest Update and Guidance: This issue remains under investigation, but the NHSmail team are taking regular action to correct this problem and in many cases without further action being required from the Local Administrator.

    During each working day our engineers are correcting accounts that remain in the status of Pending. This activity occurs in the morning, at lunchtime and late afternoon. With this in mind, we would ask that Local Administrators allow time for this process to complete and re-review the status of the account later in the day before choosing to raise a support ticket with the NHSmail Helpdesk.

    Following the account correction the vast majority of accounts will become Active, however a few accounts may become Disabled or may require re-creating.

    • For Active accounts, no further action is required.
    • For Disabled accounts the Local Administrator should Enable them. They will then become Active.
    • If an account remains in Pending state after 24 hours please re-create the account and disregard the Pending account which will eventually be cleaned up and removed from mailbox reports etc.

  • Issue Description: Creating or updating accounts in bulk using the CSV Upload functionality of the Portal can result in the creation of duplicate accounts with an incremental email address (e.g. joe.bloggs@nhs.net, joe.bloggs1@nhs.net, joe.bloggs2@nhs.net) or accounts that sit in a status of Pending and do not progress to Active.

    Latest Update and Guidance: Although not the sole reason for duplicate accounts and accounts that result in a pending status, the volume of accounts that are included in a single CSV Upload submission is a significant contributor to the the issues being experienced. Likewise, the timing of the CSV Upload submissions can also contribute to a larger volume of issues being experienced during processing. A fix for this issue is currently under review with the expectation that it will be deployed under a future Portal release.

    As a workaround until the fix is deployed, the following recommendations should be followed:

    • Submit files for CSV Upload processing in batches no larger than 1000 accounts per file. If the file contains more than 1000 accounts, you will recieve an error, "Can only upload 1000 users per csv upload attempt".
    • Try to avoid submitting files for CSV Upload during times of day that usage of the Portal is at its peak. Typically this is between 09:00 - 10:30 and between 13:00 - 14:00 Monday to Friday.
    • Avoid re-submitting the same file multiple times

  • Issue Description: When performing a simple search whilst trying to add a user to a Shared Mailbox, a Static Distribution list, or within Admin section (Local Administrators only) the results take an excessive amount of time to return or the search times out.

    Latest Update and Guidance: There is a known issue with the Simple Search options at peak times and this is looking to be optimised in a future Portal release. When adding users to Shared Mailboxes or Static Distribution lists please where possible use the Advanced Search using the email address of the user you are trying to add. Local Administrators have an additional option to support the activities they perform that is impacted by this simple search issue. LAs could run a Mailbox extract (Reports -> Mailbox Report) so they can then identify the users email address in that extract and search for it directly in Advanced Search so the result is found much quicker.

  • Issue Description: There is a known issue with Dynamic Distribution Lists that target a very large volume of recipients whereby a DDL cannot be created or edited due to a timeout error.

    Latest Update - 01/02/2018: A fix was implemented during December 2017 that enabled large DDLs to be created and edited normally and users should proceed to use the Portal user interface to action. However it has been identified that there remains an issue with the creation/editing extremely large DDLs that target more than approximately 21,000 recipients. Whilst a fix for this is being developed, if a new DDL that fails creation or you are unable to edit an existing DDL, please raise a request with the NHSmail Helpdesk quoting the DDL email address and the rule you wish to apply. The DDL will be created/amended as requested by an engineer.

  • Issue Description: When navigating to a Pending Static or Dynamic Distribution List via Profile > Distribution Lists then Administrators may not see the ‘Approve’ or ‘Reject’ buttons.

    Latest Update and Guidance: If you are an Administrator and have a Static or Dynamic Distribution List requiring your review you must find it by navigating to Admin > Distribution Lists. Do not attempt to approve by going via the Profile area.

  • Issue Description: It has been identified that a small number of accounts are getting stuck in the status of either Enabling or Disabling when an account is being attempted to be Enabled or Disabled in the Portal. Problem references PBI700000413347 and PBI700000413348 have been raised to investigate the root cause.

    User Impact: When accounts are stuck in either of these two statuses the Local Administrator will be unable to carry out a password reset or unlock and the end-user will be unable to log into their NHSmail account.

    Latest Update and Guidance: If after leaving the Portal record in the User Management screens and going back into the effected account details the status is still showing as Enabling or Disabling, the Local Administrator should attempt to Disable the account again and wait for confirmation that the action has been successful. If the aim was to disable the account not further action should be required. If the aim was to Enable the account, then the Local Administrator should click on Enable again to complete the process.

    In the event that this process is still unsuccessful then the Local Administrator should log a ticket with the NHSmail helpdesk for support.

  • Issue Description: When an end-user is having difficulty logging into the NHSmail Portal and has tried to use incorrect or expired credentials the account will lock for security purposes after 12 attempts and require support from a member of the Local IT Helpdesk or a Local Administrator to unlock and if necessary carry out a password reset. However, from the point of the last login attempt that has caused an account lock it can take several minutes for the updated account status (Locked) to be reflected in the NHSmail Portal.

    User Impact: If after the number of incorrect login attempts have been made a password reset is carried out prior to the Portal reflecting the Locked status, the account will not be able to be logged into with the temporary password given.

    Latest Update and Guidance: Please can the Local IT Helpdesks and Local Administrators ensure that a minimum of 5 minutes has elapsed from the last login attempt to be sure that the account status has been updated successfully? An interval of more than 5 minutes may be required at peak times. This will ensure accounts are in the correct status before a password reset is performed.

    If it is suspected that an account has hit this issue, the Local IT Helpdesk or a Local Administrator should re-check the account status. If the account showing as Locked, perform an Unlock and if necessary a further Password Reset. If the account is Active, please log a ticket with the NHSmail Helpdesk for further investigation.

  • Issue Description: There will be a delay of 15 – 20 minutes from when a user is removed as a shared mailbox owner to when their access is revoked.

    User Impact: Users will experience a delay from when they remove shared mailbox ownership to when access is actually removed.

    Latest Update and Guidance:

    Users should allow 20 minutes after removing access to a shared mailbox before the change will take place.


Portal Release - 18th December 2018

The following defect fixes and new Portal features were deployed on the evening of Tuesday, 18th December 2018:

  • 15383: Adding members to X26-SOC-ATP-Reporters and creation of Azure AD admin account - When an ATP Global Admin adds a user to the X26-SOC-ATP-Reporters group, the added user should go through the approval workflow. Following the approval, an Azure AD ATP admin account needs to be created for the member.

  • 15854: Configuration of the Audit Reports for ATP - An NHSmail Global Admins, ATP Global Admin or ATP SOC Reporter would like to access an ATP Audit report through the NHSmail portal.

  • 16044: Assign portal permissions to members of the ATP.Approvers distribution list - When an owner of the ATP.Approver distribution list adds a new member, the user should be given the ATP Approver admin role within the NHSmail Portal.

  • 17308: Remove portal permissions when a member is removed from the ATP. Approvers distribution list - When an owner of the ATP. Approver distribution list removes a member, the user should be have their ATP Approver admin role within the NHSmail Portal removed

  • 17480: Removing members from X26-SOC-ATP-Reporters and deletion of Azure AD admin account - When an ATP Global Admin removes a user from the X26-SOC-ATP-Reporters group the following will occur, Disable MFA, Remove the ATP SOC Reporter permission and Delete the Azure AD admin account

  • 17591: Disable the ability for NHSmail Portal Admins to remove ATP roles via User Management - This PBI will prevent NHSMail admins from removing any ATP admin role outside of the ATP workflows.

  • 10811: Hybrid - Selecting Additional Organisations on User Policy - A local or global admin would like to create a user policy for multiple organisations. A user policy can be assigned to multiple organisations as long as the organisations are mapped to the same subscription, and the admin user creating the policy has admin rights over the organisations.

  • 15251: Hybrid - SharePoint Storage Allocation - Microsoft have changed the way storage quotas are allocated in SharePoint, this needs to be reflected into the NHSMail platform.

  • 16114: Hybrid - Modify Licence Reconciliation job to account for incorrect licence types being assigned - A local or global admin has assigned a user an O365 license through the NHSMail Portal however the user is assigned a different licence type in the O365 Tenant. After the execution of the licence reconciliation job the user should have the incorrect licence type removed and the correct licence type as per the NHSMail Portal should be assigned to the user with the correct application turned on.

  • 5229: Update Site Picker in Dynamic DL- (UI and API Implementation - Enable LAs and PLAs to restore accounts that are in a Deleted status using the Portal user interface. LAs should still not be able to delete accounts, but upon accessing a deleted account an LA who has administrative authority should be able to press the Restore button.

  • 5598: Show max and remaining mailbox capacity on shared mailboxes - When viewing shared mailboxes they would like to see the max capacity of the mailbox (selected when creating) and also the capacity used. It is now consistent in terms of mailbox statistics shown on the user mailbox.

  • 5660: Add OAB inheritance for practices - Practices should inherit the OAB from their parent organisation. This applies to shared mailboxes and user accounts. Issue with shared mailbox around address books not existing so they don't appear in the drop down/search to select a shared mailbox to open in OWA.

  • 6193: Distribution Lists - Add Country as Column Picker - Add Country field to the Column Picker for Distribution Lists.

  • 6194: Contact Management - Add OrgName and Country as Column Picker - Ability to search via contacts page based on country within the column picker/advanced search.

  • 6399: Increase User name Fields (firstname and lastname) Length from 20 to 30 - Increase the length of the firstname and lastname fields to align with the UK Government Data Standard

  • 7042: Organisations: search by site - This PBI covers adding the ability to search by site to the Organisation page and allow a user to add this column to the organisation list view.

  • 7498: Make Organisation fields (Telephone, Email, Fax, Websites) Editable - This PBI allows the above fields to be editable by Local Admins and renames the following fields Local Support Telephone:, Local Support Email.

  • 8216: Expand the Self-Service Password reset function to present Helpdesk / LA details to users that successfully complete the security questions. - Expand the Self-Service Password reset function to present local helpdesk / LA details to users that successfully complete the security questions. If a user has a mobile number registered they will still receive the text with their access code, if they don't they will just be shown their local helpdesk / LA details and be asked to contact them (and register their mobile).

  • 8640: Transfer Report - Summary report of number of leavers, joiners and transfers (DL, SM, Contact) per organisation.

  • 9232: Create Contact by CSV Upload - Allows the ability for an admin user to upload contacts via a bulk CSV upload.

  • 9722: Ability to update Carousel without a portal release - Given that I am global/Tenant Admin I should have the ability to customise the carousel via a dedicated page: Ability to remove/hide and re-order current published items.

  • 11118: Remove the People Finder search for anonymous users via N3 - Latest GDPR guidelines we need to remove the anonymous access to People Finder search over N3. As part of the updated guideline people finder search will only be available if the user is logged in for both Internet and N3 connections. No anonymous directory search will be permitted irrespective of endpoint value.

  • 11562: Update Broker load balance config across AD/Skype/Exchange servers - Updated broker configuration applied to automate post release deployment load balancing activities for Skype, AD and Exchange servers.

  • 14581: BAU – Add new permission RESTORE_RESOURCE_MAILBOX - Item provides a new permission to manage resource mailbox restore RESTORE_RESOURCE_MAILBOX. This will follow the same convention as of Shared Mailbox and is available for local admins to restore deleted resource mailboxes.

  • 15261: View site specific details on the details page via admin menu - View site type, telephone number, site website, site email address on the site details page.

  • 16079: Add type as resource mailbox to the people finder advanced search filter - When clicked on filter and selected “Type” from the dropdown on People finder page, user will be able to filter the objects of type Resource Mailbox. New item “Resource Mailbox” has been added in the dropdown corresponding to Types dropdown.

  • 16146: Confirmation email for manual password reset by local org and advise on self-service password reset -The idea is to send out confirmation emails to users whenever there is a manual password reset via Portal done by Local Admin. Advice on the email should be explicit with step by step process to showcase that they can reset their password through self-service. All manual password reset actions performed by local org/local IT/Global helpdesk are in scope of this.

  • 15787: Hybrid 2 - MFA - Disable MFA when admin permissions are removed for the NHSMail portal - As part of this PBI that when a user has their local admin permissions removed MFA is deactivated as long as the user is not a member of an ATP group requiring MFA and they are not a member of a user policy which has MFA enabled as a toggle.

  • 15096: Hybrid 2 - Activate MS Flow from User Policies - As part of this PBI local or global admin would like to use the NHSMail portal to activate users on the MS Flow application through User Policies. A user would want to do this by turning on or off the MS Flow toggle on the Create or Update user policies page.

  • 15107: Hybrid 2 - Activate PowerApps - As part of this PBI a local or global admin would like to turn on the MS PowerApps application through User Policies within the NHSMail portal.

  • 15695: Hybrid 2 - Activate Stream - As part of this PBI a local or global admin would like to turn on the MS Stream application through User Policies within the NHSMail portal.

  • 16008: Hybrid 2 - Modification of the Toggle Licence/Application scheduled task - As part of this PBI Modify the Licence Reconciliation job to account for the new Licence types added.

  • 15155: Hybrid 2 - Activate the free PowerBI application - As part of this PBI a local or a global admin on the NHSMail portal would like to activate the free version of PowerBI for users of NHSMail. It is expected that they can activate these licencing features through User Policies on the NHSMail Portal.

  • 15152: Hybrid 2 - Activate MS Flow Add On - As part of this PBI a local or global administrator would like to assign an MS Flow licence to a group of users through the NHSMail portal using User Policies. The requirement is to allow a user to select the MS Flow licence alongside the currently supported O365 licences and assign multiple licences to NHSMail users. These Flow licenses can also be assigned as a standalone (without an O365 license selected).

  • 15693: Hybrid 2 - Activate PowerApps Add On - As part of this PBI local or global administrator would like to assign an MS PowerApps licence to a group of users through the NHSMail portal using User Policies. The requirement is to allow a user to select the MS PowerApps licence alongside the currently supported O365 licences and assign multiple licences to NHSMail users. These PowerApps licenses can also be assigned as a standalone (without an O365 license selected).

  • 14387: Hybrid 2 - MFA - Enable MFA for users when they get assigned an Admin role in the NHSMail portal - As part of this PBI when a NHSMail user is assigned an Admin role within the NHSMail Portal, the portal should automatically assign and set up MFA on the Users account. MFA should be enabled when a user is assigned any of the Admins roles present in the Admin Role drop-down. An Admin role should be enabled in the standard portal manner.

  • 15431: ATP R2- "ATPGroup" option in Object types drop down list - Adding the ATPGroup option to the Object types dropdown on the Audit search screen.

  • 17848: Curlew- MO - ATP - Users with ATP Global Admin role only (no SOC Reporter role attached to the user) can see access elevation request option - To fix a permissions issue where the ATP Global Admin is able to access the request elevation screen.

  • 17888: Curlew- MO - ATP - When marking a user as a leaver their Cloud (Azure AD) account does not get removed from Azure AD - To fix the issue when a user is marked a s a leaver and they have an associated Azure AD account this is not getting removed from Azure AD.

  • 17893: Curlew- MO - ATP - Elevated access permissions requests are difficult to find in the approval requests view - To add default sorting to the elevated requested permissions page to enhance the user experience.

  • 17980: Curlew- MO -ATP - Enroll ATP Group action has incorrect object name and incorrect email in JSON response - This is to resolve the issue where the audit report only contains information for one of the groups created at enrolment, the audit will now contain details of both groups created.

  • 13503: On Edit Policy page, the licence type should be editable if a licence type is not selected - The implementation of this bug now allows an LA to be able to set a licence type for a user policy if it has not been selected on creation of a user policy.

  • 14410: BAU R1.16 INT - Delete OneDrive action for user enabled with SharePoint online throws error - When OneDrive has not been logged into by a user the incorrect error message is thrown, the error message has been corrected and is not more informative to users.

  • 14410: BAU R1.16 INT - Delete OneDrive action for user enabled with SharePoint online throws error - When OneDrive has not been logged into by a user the incorrect error message is thrown, the error message has been corrected and is not more informative to users.

  • 14674: O365Hybrid - Success growl message is not displayed for create teams - When creating a team the success growl message was not displayed however after implementation this has now been resolved.

  • 14931: O365Hybrid - Only OU related search results list should be displayed for teams search - When creating a team if the team was associated to an OU, an LA would not be able to search for the team using the OU on the team search page.

  • 17758: Curlew- MO - O365-For Existing SharePoint Status Panel shows inappropriate Create/Last updated date - When there is an existing SharePoint collection created before the Curlew release when it is loading the incorrect date was showing as the created and updated date. This bug fix removed the default date and sets this to be blank.

  • 13901 – PODS - OTP generation for Locum - This PBI will enable an API for generating OTP for Locum users whose GMC number is provided as input and send a OTP invite email to the respective users.

  • 17867: Curlew- MO - O365 - Create/Edit SharePoint is failing with quota boundary values - When creating a SharePoint collection an LA has to specify the amount of storage they wish the collection to be allocated. If the Quota given was a large number the operation failed. An additional validation has been added to ensure that the quota cannot be greater then 24TB per collection.

  • 7072: Unable to transfer an exchange object to a child org (with the same short name) - Resolves the error message that is witnessed when transferring an exchange object between organisations with the same short name.

  • 8401: IDC Testing-Delete, Restore and Transfer of Resource Mail Box is not updating the "Last updated" and "Last updated by" fields correctly - Delete, Restore and Transfer actions performed on Resource Mailbox is now updating the "Last updated" and "Last updated by" fields correctly in User Detail table in Database. "Last updated" field corresponds to the Date Time stamp when the action was performed while the "Last updated by" field corresponds to the user performing the action.

  • 9333: Sprint 65- Add/Remove Mailbox Delegate Message Size - Perform add/remove delegate for an organisation with thousands of child organisations. Add/remove delegate mailbox action is completed successfully and the same is being captured in the audit log.

  • 9780: Empty search on contacts page throwing error - Resolves the error witnessed when searching for contacts with empty search criteria.

  • 10018: CSV limiting to 100 creates even though monthly create setting is higher - CSV Upload limit has now been set to the mailbox limit of that organisation or maximum to 25000.

  • 12356: BAU R1.15- NHSmail Support Site link in the welcome email points to wrong URL - In the welcome email, all NHSmail support site link should point to the URL https://portal.nhs.net/help/

  • 12840: Locked job isn't updating 'Updated by' field on UserDetail table - When an account is locked, the 'Last Updated' is being updated but the 'Updated By' isn't. This is causing confusion as LA's see the last updated time has changed and their name against 'Updated By' even though they didn't update the account at the time specified. Locked job is now updating the 'Updated by' field on UserDetail table.

  • 13021: Enabling POP, IMAP and SMTP failing for user accounts with an apostrophe in their email address - When trying to enable SMTP as part of the "POP, IMAP, SMTP" functionality for user with an apostrophe in their email address, IMAP/POP/SMTP all are now getting successfully enabled.

  • 13261: UserSubscriptionMap table does not get updated on updating User's Organisation Unit - When user's Organisation Unit is updated using Edit User Page or CSV Upload, UserDetail and UserSubscriptionMap tables are now updating successfully.

  • 13677: O365 R3 MO- Non-admin create DDL flow- Unable to add contacts as senders during DL creation - When a non-admin is trying to create/edit DDL and trying to filter or search contacts to add in sender’s list, non-admin is now able to list and hence add any contact as sender in DDL.

  • 13691: O365 R3 MO: Child Organisations list doesn't load up in the People Finder if the organisation has more child orgs - This resolves the issue where the Child Organisations list does not load when there are large number of child organisations within the organisation being fetched.

  • 13984: Shared mailbox creation fails without any error message - Logs have been added in order to debug the code and capture error message if same issue occurs in future. As part of this bug, added a handshake between exchange and DB so that the Shared Mailbox will be created in Database only when created successfully in exchange/AD else should throw error with logs.

  • 14064: Shared mailbox transfer/re-name not storing aliases - Email Aliases for Shared Mailbox are now getting stored in Database whenever there is a change in email address of Shared Mailbox i.e. when Shared Mailbox is transferred or renamed.

  • 14102: Unable to delegate access on accounts with an apostrophe present - After fix, delegate access is loading as expected for accounts having apostrophe in their email address without any error.


Skype For Business Known Issues

The key known issues affecting the Skype for Business desktop / mobile application are outlined below. These known issues are seperated out into Instant Messenging and Presence (NHSmail core service) and Audio and Video Conferencing (NHSmail additional service):

Instant Messaging and Presence

  • Issue Description:'Send a meeting' invite from Skype for Business option does not work for users who have outlook configured on their local machine (both via N3 and Internet)

    Latest Update and Guidance:This is expected behaviour whilst audio and video conferencing is not enabled. Users do not need take any action.

    Steps to re-create:

    1. User right-clicks on a contact in their contact list
    2. User selects ‘Schedule a Meeting’

    This results in no action being taken.

  • Issue Description:Once the address book download is completed (approx. a day across platform), the user can search contacts within their organisaiton and Instant Message each other without having the need to add them in their local contacts list. Only applicable to thick client.

    Latest Update and Guidance:Users should use the full email address for searching for their contacts until the address book download is completed.

    Steps to re-create:

    1. User searches for another user in Skype for Business using only first and surname before full address book sync has completed

    This results in the user receiving the error message ‘Address book synchronizing. Results may not be current.’. The user should search using the full email address when searching for users in the Skype for Business IM window. When searching for any users external to a user’s organisation, they should always search by email address.

  • Issue Description:Users on Windows XP platform will not be able to use desktop clients. To avoid compatibility and latency issue during IM they're advised to use web clients (> IE 9.0)

    Latest Update and Guidance:The product is not compatible with Windows XP. Please refer to the Service Configuration Guide.

  • Issue Description: Users receive an error message similar to “Cannot synchronize address book” or “Skype for Business can’t sync with your organisation’s address book right now”. This address book synchronisation failure is due to a bug in Microsoft Office 2016.

    Latest Update and Guidance: There is a requirement for local IT teams to update MS Office to the latest version to fix this issue. Users should speak with their Local Administrator for further guidance.

Audio and Video Conferencing

  • Issue Description: The Skype for Business mobile application does not support content sharing through peer-to-peer calls when one participant is on a desktop device and the other on a mobile device.

    The issue does not impact Skype for Business meetings but only direct peer-to-peer calls from the Skype for Business desktop application to the Skype for Business mobile application.

    User Impact: Users on a mobile device will be unable to view content being shared on a peer-to-peer call. The user on the desktop will be unaware that the content is not viewable unless the mobile device user notifies them.

    Latest Update and Guidance:

    Guidance for Users: Rather than initiating a peer-to-peer call, the desktop application user should use the 'Meet Now' feature in Skype for Business and invite the mobile user to join the Skype for Business meeting by following the instructions below:

    1. Open the Skype for Business desktop application
    2. Click the drop down arrow next to the settings icon and select Meet Now

    3. Add people to the meeting by clicking Invite More People
    4. Type the name or email address of the person you want to add in the box. Select the correct user from the list and click OK
  • Issue Description: Users who are enabled for Instant Messaging and Presence-only cannot join the audio/video for Skype for Business Meetings. The Skype for Business desktop application will launch and join the call, but no audio/video will be available.

    User Impact: The user is unable to join the audio/video of the audio/video for the Skype for Business Meeting.

    Latest Update and Guidance:

    Guidance for Users: The user should join the call via the Skype for Business web application as a guest. User should follow the instructions below to join as a guest:

    1. Open the Skype for Business Meeting from Outlook / Outlook Web App
    2. If available in the meeting invitation, click Skype for Business Web App as per the screen shot below.
    3. If this link is not available in the meeting invitation do the following;
      • Right click on Join Skype Meeting and select Copy Hyperlink .
      • Open a new browser window
      • Paste the copied URL into the browser box and add ?sl=1 at the end e.g. https://join.nhsmeeting.com/meet/ted.jones/V5T8957J?sl=1
      • Press Enter to open the meeting via the Skype for Business web application.
    4. Click Sign in as a guest to the meeting

    5. Click to download the Skype for Business Web App plug-in if not previously completed

    6. If the meeting does not automatically launch in the web application, click Join the meeting
  • Issue Description: Occasionally, Skype for Business Meetings may not launch due to connectivity issues following clicking the Join Skype Meeting from a meeting invitation.

    User Impact: User is unable to join the Skype for Business Meeting.

    Guidance for Users: Users experiencing this issue should try joining again after 30 seconds. If this issue persists, users should contact their Local IT Support Team for further support.

  • Issue Description: When a user clicks Join Skype Meeting from a meeting invitation, they are directed to meet.nhs.net which subsequently launches the Skype for Business desktop application or web application as appropriate. In some instances, a security log-in will pop up. The user will experience that they are unable to log in using their NHSmail credentials.

    User Impact: The user may occasionally experience a security login pop-up when attempting to join a Skype for Business meeting. If the user attempts to log in, they will receive an error message.

    Guidance for Users: Users should click Cancel when faced with the security pop-up pictured below. Once cancelled, the Skype for Business desktop application or web application should launch successfully.

  • Issue Description: Shared Notes will not be available for meeting participants to view or modify content during meetings if all conference/ call attendees do not have OneNote installed on their PCs.

    User Impact: This may cause some confusion for users as the 'Shared Notes' option will still appear in the desktop application regardless of whether they have OneNote installed or not.

    Guidance for Users: Users are advised to capture meeting notes via a different method or install OneNote to utilise this feature.


General Known Issues and Guidance

This section provides information and guidance on the common issues and questions raised by users of NHSmail. You can use the dropdowns below to show more information on each of the issues

  • Issue Description: Users may experience a critical error when accessing the Options section of OWA when using the Microsoft Edge web browser. This is currently under investigation.

    Latest Update and Guidance: If changes to the Options section are required, it is recommended that an alternative web browser (Internet Explorer 11, Google Chrome, Mozilla Firefox etc.) is used as a workaround whilst the investigation is ongoing..

  • Issue Description: There is an issue with Chrome browser where a Zero Width Space (​) character is sometimes prefixed to the body of the email that has been composed via OWA, in Chrome. When the email is then sent, the recipient sees the Zero Width Space displayed as a "?" in the email.

    Latest Update and Guidance: This occurs only while using the Chrome browser which is being investigated by Chromium under the bug 578155. The workaround is to access OWA via browsers other than Chrome such as Internet Explorer or Firefox if this is seen to be causing an issue for end users.

  • Issue Description: Users who administer a large number of contacts across multiple organisations can get an error when searching for contacts if their search isn’t narrow enough as the amount of data returned from the search is too large.

    An example of the error message received is as follows:

    Latest Update and Guidance: Narrowing the search using the Advanced search filters allows results to be displayed. For guidance on narrowing down the search, please see 'Advanced Search' section in the LA Admin Guide.

  • Issue Description: Some government organisations have tested turning off the family domain ‘GCSX’ on 29th June 2018 and this resulted in some organisations being unable to send emails to some email addresses ending .gcsx.gov.uk since then.

    Latest Update and Guidance:This is in preparation for the retirement of the .gcsx.gov.uk domain in March 2019 (https://www.gov.uk/guidance/securing-government-email). If you experience similar issues whereby you are unable to send emails to a local government organisation, then please inform them that you are not able to send emails to their .gcsx.gov.uk email address and to determine the best alternative means of communication.

  • Issue Description: Outlook performance issues with folders in secondary mailbox.

    Latest Update and Guidance: Perfomance issues may be noticed with folders in secondary Microsoft Exchange Server mailboxes in Outlook 2016, 2013, 2010 and 2007 versions. New items may not appear or seem missing in secondary mailbox, deleted items may still appear in secondary mailbox or Outlook keeps crashing erratically. To solve these issues, please follow the guidance availabe in the Microsoft KB article.

  • Issue Description: Outlook performance issues when many shared folders or mailboxes are open. Additionally, users may encounter an error message when making changes or additions to a calendar, such as:

    "You don't have permission to create an entry in this folder. Right-click the folder, then click Properties to check your permissions for the folder. See the folder owner or your administrator to change your permissions."

    Latest Update and Guidance: It is a known issue within Outlook that an error occurs when making changes or additions to a calendar. The recommendation by Microsoft is to have 5 shared folders or mailboxes, but on a faster connection this can be as high as 10 or more. For more details please follow the Microsoft KB article.

  • Issue Description: All the folders of a mailbox do not load or appear in Outlook.

    Latest Update and Guidance: It is a known issue with Outlook that all the folders do not load or appear if there are too many folders within the mailbox. If there are more than 500 folders in the mailbox, it is likely to cause performance issues in Outlook. More details can be found in the Microsoft KB article.

  • Issue Description: When accessing email (OWA) from the portal via Safari 11.1 on MacOS High Sierra, users receive an error message as shown below and when accessing email (OWA) from the portal via Safari 11.1 on iOS, users get a bank screen.

    An example of the error received on MacOS is as follows:

    Latest Update and Guidance: The root cause of the issue is currently being investigated. As an interim workaround for MacOS and iOS, please follow the below:

    • For MacOS - Logout and clear cookies, then go to email.nhs.net directly (bypassing the portal) or use an alternate browser such as Chrome.
    • For iOS - Click the blue email icon (as shown below) after logging in to the portal www.nhs.net to access email.

  • Issue Description: When attempting to send an email to an existing address, a non-delivery report is received stating that 'The message wasn't delivered to anyone because there are too many recipients. The limit is 0. This message has 1 recipients'.

    An example of the message received within the non-delivery report is as follows:

    Latest Update and Guidance: This kind of non-delivery report is received when the user sends email without agreeing to the AUP and setting security questions in Portal. Users need to accept the AUP and set security questions before being able to send emails – otherwise will receive this error when sending emails.

  • Issue Description: Although users are either correctly set up as members of shared mailboxes, or delegates with ‘Send As’ rights to user mailboxes in the Portal they still receive the following message in a non-delivery report when sending from the account in the Outlook Client, getting the error message as :

    "This message could not be sent. Try sending the message again later, or contact your network administrator. You do not have the permission to send the message on behalf of the specified user."

    Latest Update and Guidance:This issues occurs when using an auto-complete entry that already resides in the Outlook Client auto-complete cache, and this needs to be removed and replaced with the 'From' mailbox selected directly from the Global Address List (GAL). Please attempt the following steps to resolve the issue:

    1. Go to the inbox of the shared mailbox you wish to send an email from in the Outlook Client.

    2. Click on 'New Email'.

    3. Click on the 'From' drop-down button and it should show user's personal nhs.net email address along with possibly the shared mailbox email address user is trying to send from. If the shared mailbox exists in the list click on the X next to the email address to remove the auto-complete entry. If the shared mailbox is not in the list, go to step 4.

    4. The 'From' drop-down list should persist, so click on the 'Other Email Address..' option.

    5. Rather than starting to type in the email address, click on the 'From' button to bring up the GAL.

    6. Find the shared mailbox in the GAL and double-click on it. The GAL will disappear and populate the 'From' box.

    7. Ensure that the 'Send Using' option is showing as your personal nhs.net email address.

    8. Click on 'OK'.

    9. Try to send an email.

  • Issue Description: When attempting to send an email to an existing address stored in your email auto-complete selection list, or a new email address typed in manually, a non-delivery report is received stating that 'The email address you entered couldn't be found. Please check the recipient's email address and try to resend the message. If the problem continues, please contact your helpdesk.'

    An example of the message received within the non-delivery report is as follows:

    Latest Update and Guidance:

    This kind of non-delivery report is typically received due to one of two reasons.

    • Firstly, the email address may have been typed incorrectly. Please double-check the email address you are sending to. If it is an NHSmail address, try adding the address from the Global Address List (click on the 'To...' button within the Outlook Client). If it is an nhs.uk address or an email outside of the NHS, please re-confirm with the recipient that the address you are sending to exists.
    • Secondly if looking further down the non-delivery report you see a message similar to the example below it is likely that the issue is caused by a corrupt auto-complete entry in the Outlook Client software which is easily corrected. Follow the guidance below to help correct this issue.

    Please follow the steps below to remove the auto-complete entry and then find the distribution list within the Global Address List (GAL):

    • Begin typing the name of the distribution list you want to use into a blank email within the Outlook Client software and you will see the auto-complete option similar to the following:

    • Click on the black cross to remove the entry from your Outlook Client auto-complete library.
    • Click on the To: button within the new email to access the Global Address List.
    • Type in the name or email address and click ‘Go’. Note: ensure that the ‘More columns’ radio button is chosen as shown in the example below which will search the email address column too.

    • Click the ‘OK’ button to return to your email. You should now be able to send successfully to the email address.

    In the event that this guidance does not resolve the issue, then please raise a ticket with your local IT Helpdesk or alternatively the NHSmail Helpdesk for additional assistance on this issue.

  • Auto-mapping is the automatic addition to the Outlook Client of any delegate or shared mailbox a user has security permissions to. The auto-mapping of mailboxes that a user has permissions to is enabled by design across the NHSmail platform. 

    The auto-mapping of accounts cannot be disabled on a per user basis, or across specific organisations. Mailboxes will be removed when the user’s permissions to the mailbox are also removed via the Portal by the mailbox owner or a Local Administrator. This decision has been taken to assist users with the adding of mailboxes they have permissions to access automatically rather than have to add mailboxes manually and to prompt the removal of the mailbox permissions after they are no longer required by the user.

  • When using the Outlook Client software connected to a local organisation domain, users should be aware that when prompted for NHSmail login credentials Outlook by typically offers the local domain username and only requests a password. NHSmail users should check closely the username that is being offered and if it is not your NHSmail email address choose the 'Use a different account' option to allow you to type in a replacement username (your NHSmail email address) and then add your NHSmail password.

    Likewise, when adding an NHSmail account to the Outlook Client for the first time the software defaults to the local domain username when following the account setup wizard. To add your NHSmail email address, simply start deleting characters from the email address text box and the window will expand to allow you to enter your NHSmail credentials.

  • Issue Description: The NHSmail Service experiences periodic issues relating to blacklisting. This is where external email and spam filtering services block email being sent from NHSmail to other email providers.

    Real Time Blacklists (RBL) is a measure employed across the industry to identify and block unsolicited (spam/phishing) email. There are thousands of RBL services operating using their own business rules. RBL services operate reactively and automatically blacklist network addresses. Receiving systems (e.g. other email providers) will typically check incoming email against one or multiple RBL provides. If the email is being sent from a listed system, the email is then rejected by the recipient system. Due to this, email to and from the Internet is never guaranteed for delivery.

    The NHSmail 2 Email Gateway has been designed to minimise the occurrences of RBL listing. Despite all the active design improvements there is still a residual risk that email across the Internet (i.e. to external domains such as Gmail) cannot be guaranteed for delivery. Proactive monitoring is in place to identify when blacklisting occurs to ensure the NHSmail Team can respond as quickly as possible to apply for de-listing. The de-listing process is dependent on third party organisations’ process and can take several hours for the process to complete.

    User Impact: Users may receive a non-delivery receipt following trying to send an email to an external email domain - for example, firstname.lastname@gmail.com. Email sent to external domains that block NHSmail will not be received by the recipient.

    Guidance for Users:

    The NHSmail Team continue to work with the third party providers to apply for de-listing. This can take several hours for resolution. Users do not need to report these issues to the NHSmail Helpdesk.

    Guidance for NHSmail LOAs:

    The NHSmail Team continue to work with the third party providers to apply for de-listing. This can take several hours for resolution. LOAs do not need to report these issues to the NHSmail Helpdesk.

    If your organisation relies on sending or receiving email to and from the Internet, you should ensure:

    • You know which systems rely on sending and receiving email to and from the internet and the business impact for each system if email is blocked
    • Have a business continuity plan in place for business critical services
    • You have monitoring systems in place to detect message delivery issues
    • Your systems have the ability to re-send messages that have not been delivered both individually and in bulk
    • Those sending you email also have the ability to re-send messages that have not been delivered both individually and in bulk
    • Your organisation is able to sustain not being able to send or receive email for up to four days to/from internet addresses
    • Where you have a reliance on time critical guaranteed communication you should have alternative methods of communication in place such as system to system electronic data interchange N.B. SMS messaging is not a guaranteed or secure delivery method
    • Outgoing email is scanned for spam and antivirus before being sent

    Guidance for External Email Services (e.g. NHS.UK and secure government email services):

    It is highly unlikely that email delivery between NHSmail, secure government email services and N3 hosted NHS.UK email services will ever be impacted by blacklisting. However, we recommend that organisations whitelist the previously provided and current NHSmail deliver IP address to avoid receipt issues from NHSmail. This will reduce the residual, highly unlikely, risk of NHSmail being blocked by local reputational databases.

  • Issue Description: Based on feedback from our userbase, the NHSmail Service will be introducing controls in the future to prevent spoofing. This is where emails are sent to NHSmail pretending to be from an "@nhs.net" account, but are in fact not. As an interim measure, emails that are spoofing the Service will not be blocked, but will be stamped with the following message:

    There are no further configuration changes to email authenticity controls at this time. Advance notification and guidance will be provided to organisations prior to any restrictive measures being introduced.

    User Impact: Where an email is being sent to a user that is pretending to come from an NHSmail account, the email will be stamped with the message shown above.

    Latest Update and Guidance:

    Users do not need to take any action on these notifications. They are provided for informational purposes only by the NHSmail Team.

  • Issue Description: Some users are experiencing issues using the 'Autodiscover' function when adding NHSmail to Windows 8 and Windows 10 phones. The root cause is being investigated by the support teams. In the meantime a workaround available to manually add the account.

    Guidance for Users on Windows 8:

    To add an NHS email account to Windows phone 8, do the following:

    1. Select Settings.
    2. Scroll down and select ‘email+accounts’.
    3. Select ‘add an account’.
    4. Select ‘Exchange’.
    5. Enter your NHSMail email address in the ‘Email address’ field.
    6. Enter your NHSMail password in the ‘Password’ field.
    7. Select ‘sign in’ at the bottom of the screen.
    8. If this fails, press ‘sign in’ again.
    9. At the next screen, select ‘advanced’
    10. In the ‘Server’ field enter eas.nhs.net
    11. Select ‘sign in’
    12. Close Settings.

    Guidance for Users on Windows 10:

    To add an NHS email account to Windows phone 10, do the following:

    1. Select Settings.
    2. Scroll down and select ‘Accounts’.
    3. Select ‘Email app accounts’.
    4. Select ‘Add an account’
    5. Select ‘Exchange’
    6. Enter your NHSMail email address in the ‘Email address’ field, select Next
    7. Enter your NHSMail password in the ‘Password’ field.
    8. Select ‘sign in’ at the bottom of the screen.
    9. If this fails, press ‘sign in’ again.
    10. At the next screen, select ‘advanced’
    11. In the ‘Server’ field enter eas.nhs.net
    12. Select ‘sign in’
    13. Close Settings.

  • Issue Description: NHSmail users may experience reduced user interface performance whilst using the premium version of OWA with the IE8 browser via www.nhs.net. Refer to the Browser Version Guidance if you are unsure of which version you are using.

    It is recommended that those users who still need to use the IE8 browser to access NHSmail make use of the OWA Light user interface to avoid encountering issues. Some functions are not available in OWA Light, such as access to Shared Folders. You can find more information on the available functions in OWA Light in the Browser Comparison Guide.

    To Enable or Disable OWA Light with IE8:

    1. Click on the Settings icon at the top right of the screen and select Display Settings

    2. Select the ‘Outlook Web App version’ option then check the ‘Use the light version of Outlook Web App’ tick box.

    3. Finally, click on the ‘OK’ option at the top of the screen. You will then need to log out and log back into OWA to experience the light version.

  • Issue Description: Compatibility issues have been identified when using Outlook 2010 service pack 2. This issue mainly impacts organisations running Windows XP desktop machines, but compatibility issues may still be seen with later operating systems when running Outlook 2010 SP2. Organisations should be aware that Windows XP is no longer supported by Microsoft. This means that this software is no longer tested when new software is released and is not provided with important security updates by Microsoft.

    User Impact: Users are continually prompted to enter their username and password even if they have enter the correct credential information, as per the screenshot below:

    Latest Update and Guidance 1/12/2017:

    Guidance for Users: Users should contact their local IT support desk for guidance on this issue. As a workaround, users can access NHSmail using Outlook Web App at www.nhs.net.

    Guidance for LAs / Local IT: Organisations have a number of options :

    1. Ideally upgrade to Outlook 2016 or at a minimum Outlook 2013 SP1

    2. Where upgrading is not possible organisations running Outlook 2010 Service Pack 2 and connecting via MAPI over HTTP should also deploy the hotfixes referenced by the following Knowledgebase articles;


    3) Where it is not possible to deploy the patches organisations should use Outlook Anywhere to access email.


NHSmail Service Level Performance Summary

This section publishes a summary of Accenture's monthly performance against the service levels agreed with NHS Digital to provide the NHSmail service. Each month's performance summary is provided in PDF format and available for download using the links provided in the table below If you have any questions or queries related regarding the published performance summary information please contact feedback@nhs.net.

Month Performance Summary Link
November 2018 Link
October 2018 Link
September 2018 Link