NHSmail Enabling collaboration for health and social care

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Service Status

Last updated: 04/12/2017 16:45



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 continue to check these pages throughout the transition period.For further information on any High Severity Service Incidents (HSSI) please refer to the NHS Digital Service Status Page (via N3 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


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.

  • Threat: Malware Delivery Campaign Using Spoofed NHS Email Addresses

    CareCERT is aware of a recent spam email campaign which uses spoofed @hscic.gov.uk and @nhs.net email addresses to deliver a malicious link which, when clicked, downloads a malicious JavaScript attachment containing malware.

    Example email:

    You have received an invoice from PLACE HSCIC (HEALTH AND SOCIAL CARE INFORMATION CENTRE) [SPOOFED EMAIL ADDRESS] for £3,534.49. To view, print or download a JS copy of your invoice, click the link below:

    [LINK TO MALICIOUS URL]

    Best regards, PLACE HSCIC (HEALTH AND SOCIAL CARE INFORMATION CENTRE)

    [SPOOFED EMAIL ADDRESS]

    Malware Name: Trojan.Script.Heuristic-js.iacgm

    Malware file hashes:

    • MD5 3b8927da0cdca9e657e3d75fc9cb862a
    • SHA1 016be72b4cf73850dceee1c83f88656de7064578
    • SHA256 2a24f47fde8ed12f583cddb3da17068e3d5e6587bd0bf3fb4ea6338606200d92

    Remediation for Users:

    • Do not open attachments or follow links within unsolicited emails.
    • Verify the legitimacy of any requests via email by contacting the sender through official channels.
    • Report any suspected spam email to NHSmail at spamreports@nhs.net using CareCERT Best practice guide: Reporting suspicious/unsolicited/spam emails within the NHS.
    • If you suspect your computer has become infected with a virus then unplug the network cable, turn off your Wi-Fi or power down your computer and immediately report the suspected infection to your IT support provider.

    Organisations Should Ensure:

    • A robust program of education and awareness training is delivered to users to ensure they don’t open attachments or follow links within unsolicited emails.
    • All operating systems, antivirus and other security products are kept up to date.
    • All day to day computer activities such as email and internet are performed using non-administrative accounts.
    • Strong password policies are in place and password reuse is discouraged.
    • Network, proxy and firewall logs should be monitored for suspicious activity.

  • Threat: CareCERT (NHS Digital) is aware of Social Engineering Targeting CCGs and GPs which NHS employees need to be aware of.

    Attackers are setting up email accounts registered on webmail services such as Hotmail in the name of an employee at a CCG/GP practice or supplier.

    The attacker uses the email account to target a staff member at the CCG/GP (for example a GP Practice Manager) to convince them to transfer funds to a UK bank account.

    Generally untargeted spam emails containing malicious attachments are easy for the trained eye to spot, whereas targeted (spear fishing) campaigns can be much more convincing: The attacker establishes a dialogue and the user expects a response containing instructions, a link or an attachment which they are likely to act upon.

    Remediation: If you receive an email from a familiar organisation or contact which you believe to be suspicious (such as an unusual payment request) from an organisation:

    • Do not open attachments or follow links from suspicious emails.
    • Validate the request by contacting the organisation or person through normal established channels (e.g. make a phone call or manually navigate to the organisations website.)
    • Report all suspected spam to NHSmail via spamreports@nhs.net for analysis and blocking.

    For further information see:

  • SPAM Emails Containing Phishing Website Links: NHSmail 2 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 NHSmail2 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.

  • 27/11/2017 12:30 - INC4271178 - Severity 3 - Issues logging into OWA
    Issue Description: A small number of users are unable to log into OWA and are receiving a 'Something went wrong' message.
    Resolved 29/11/2017 17:00: Following the clearance of browser cache and cookies, the issue was resolved for users.


Portal Releases, Known Issues and Guidance

The NHSmail Portal is now live. Please see the current known issues outlined below:

  • Issue Description: There is an issue wherein the Admin screen times out after 60 minutes and admin actions generate error message.

    Latest Update and Guidance: This is currently being investigated under PRB0063153 and will be fixed in a future release. As an interim workaround, Local Administrators need to refresh the page after 60 minutes otherwise admin actions will generate error message.

  • 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 removing from the Portal.

    • 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 can no longer be found in the Portal, it will require re-creating but the chosen email address will be available to choose again.

  • Issue Description: When clicking on the 'Show Mobile Devices' option within the Admin -> User Management -> User Detail screen the link does not load up the Mobile Devices administrative section of the NHSmail Portal.

    Latest Update and Guidance: The functionality has been disabled due to the identification of a defect. The issue is under investigation and will be fixed under a forthcoming Portal release. As an interim workaround, if there are any administrative actions required for mobile devices please log a ticket with the NHSmail Helpdesk.

  • 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 500 accounts per file
    • 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 large volume of recipients whereby a DDL cannot be created or edited and no error message is presented.

    Latest Update - 19/10/2017: When the DDL is attempted to be created or edited, the page becomed unresponsive for a short time before returning to the DDL page. This is caused by a timeout issue when a DDL rule targets a large number of recipients. A fix to this issue is currently being worked on with a view to release in a future Portal release.

    In the meantime, if it is crucial that a DDL requires creating or editing, please raise a request with the NHSmail Helpdesk quoting the DDL email address and the rule that you wish to apply. The DDL will be created/amended as requested by an engineer.

  • Issue Description: When running a Mailbox Report the 'LastLogIn' date shown is incorrect.

    Latest Update and Guidance: Root cause of the issue is under investigation by the Support teams. PBI700000414125 has been raised to track this.

  • 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 up to 5 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 Local IT Helpdesks and Local Administrators wait 5 minutes from the last attempted login to be sure that the account status has been updated successfully? This will ensure that 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.

  • Issue Description: User wants to edit existing permissions to a shared mailbox but is unable to do so via Outlook Web App.

    User Impact: Shared mailbox owners who are not administrators will not be able to manage existing shared mailbox permissions. A Local Administrator for the organisation the mailbox is associated with will be able to view and manage these permissions through the Portal on the owners behalf.

    Latest Update and Guidance:

    Users wishing to manage permissions of existing shared mailboxes will need to request that their Local Administrator or Local IT Helpdesk makes the desired changes.


Portal Release - 22nd November 2017

The following defect fixes and new Portal features were deployed on the evening of Wednesday 22nd November 2017:

  • 5761 - Transfer Users Without Doing Mover/Leaver (User Edit) – Admins that manage two organisations can now transfer a user from one organisation to another organisation without triggering the leaver email to the user.

  • 8453 - Make Wipe Mobile Device confirmation clearer that all data and apps will be removed – Additional dialogue added when a mobile device is wiped making it clear that all apps and data is removed from the device, not just email.

  • 7151 - Allow email addresses to be added in the ExternalSyncID (LocalID) field – Currently email addresses can’t be used as a LocalID when creating accounts via CSV – this PBI will now allow an email address to be used to help with linking to local/migrating accounts.

  • 6878 - Add Site & Job title to CSV Upload functionality – Adds fields Site (Code) and Job Title to the CSV Upload template so they can be populated via that method.

  • 5612 - User Detail - View DL/SM/RM Membership – Adds a new Permissions button on the user details pages to see what Shared/Resource Mailboxes and Distribution lists etc the user is a member/owner of. A future PBI (6274 Sprint 69) is in development to allow editing of these memberships from here.

  • 7869 – Mobile Report – adds the mobile report to the Admin reports section.

  • Account Status Update Job – Adds a new scheduled task to sync the ‘Last logon’ date from exchange to correctly populate what is shown in the Portal. Determines if an account is ‘inactive’ and will update the status in the Portal to reflect inactive accounts. The removal of inactive accounts is due to be implemented in a future sprint.

  • 8683 - Parent Org cannot edit child org DLs – Admins can now search/edit DL’s that belong to child organisations where they have an admin role for the parent.

  • 8717 - End User Shared Mailbox pulling members from DB rather than Exchange – When viewing a SMB as an owner the member list is pulled from the DB rather than Exchange. This has been updated so it queries exchange for a definitive view as per the LA view.

  • 8890 - Contacts caching in User Picker while adding Owners in SDL – When a DL is created and contacts are added the search result is cached so when then adding an owner the previous contact result is displayed. This has been updated so the owner picker is freshly loaded and a previously searched contact/member isn’t visible.


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: When joining a meeting via a telephone, Skype for Business commands can be controlled using a telephone keypad; for example muting your line by pressing *6. This is currently not supported by the NHSmail Service.

    User Impact: Unable to use key pad commands during a Skype for Business meeting when connected via dial-in (mobile or landline).

    Guidance for Users: Users are advised that they can still complete most of the dial tone actions by using the call options via their handset screen e.g. 'Mute' button on the device screen whilst in a call.

  • 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: 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. Over the last 4 weeks NHSmail has occasionally been blacklisted. 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
September 2017 Link
August 2017 Link
July 2017 Link
June 2017 Link
May 2017 Link
April 2017 Link
March 2017 Link