Virtru Platform Status

Resolved: Deliverability is back to normal levels.

If users/recipients do not receive their verification emails we encourage them to still check quarantine, spam, etc.: https://support.virtru.com/hc/en-us/articles/360000459634-Not-receiving-verification-email

If the message cannot be found, they should contact Support at https://support.virtru.com/hc/en-us

Monitoring: We continue to monitor deliverability.

If users/recipients are still impacted, they should still follow these troubleshooting steps to release emails that may have landed in quarantine: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Monitoring: Deliverability has improved and looks to have resolved. We are monitoring.

Impacted users/recipients should still follow these troubleshooting steps to release emails that may have landed in quarantine: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We are still working with Microsoft for guidance and full resolution of the issue.

Impacted users/recipients should follow these troubleshooting steps to release the emails from quarantine and gain access to their secure content: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We continue to reach out to and pressure Microsoft to provide more guidance or resolve the issue.

Any impacted users or recipients can follow these troubleshooting steps to release the emails from quarantine and gain access: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We continue to pressure Microsoft to provide more guidance or resolve the issue.

Any impacted users or recipients can follow these troubleshooting steps to release the emails from quarantine and gain access: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We are still getting reports of verification emails not delivering. We've re-escalated the issue to Microsoft.

We will provide another update as soon as we have one.

Monitoring: Microsoft has made updates to their system that should improve deliverability for Virtru.com emails. We will continue monitoring the situation and provide further updates once we have more data on email performance.

Identified: We are continuing to investigate the issue and work to engage Microsoft. There is evidence the issue is wider spread than just Virtru, and that it is impacting other Email Service Providers. We will provide another update first thing in the morning (EST) unless we have a material update sooner.

Identified: We continue to work on a solution to the issue. We'd also like to take a moment to share additional details about the issue.

As we previously mentioned, the issue seems to stem from recent changes Microsoft made to their spam filters. This has caused an increase in false positive spam identification for some of our automated emails (especially verification emails).

We have been attacking this issue from multiple angles. This includes:

1. We confirmed that our emails follow best practices and double-checked our sender scores. SPF and DKIM have been confirmed to be correct. And, our sender score for this IP is at 99.
2. We are investigating updates we can make to resolve/prevent this. However, without more guidance from Microsoft on "why" the emails are being flagged, it is difficult to validate potential solutions.
3. We've escalated the issue to Microsoft Customer Support and ask that they remove these emails from their spam filter.

If your organization leverages Microsoft, we recommend you take the following actions:

1. Have your IT admins check their quarantines. If anything is found, release the email and “Submit the message to Microsoft to improve detection.”
2. Open a ticket with Microsoft Support and let them know this issue is impacting you and your recipients. You can reference the ticket we have open with them (7096755679) and ask that they prioritize that ticket.

Thanks for your patience and understanding as we work through this frustrating issue.

Identified: We continue to work with Microsoft to address the issue.

In the meantime, we also encourage IT admins to check their quarantines. If anything is found, release the email and “Submit the message to Microsoft to improve detection.”

Identified: Based on our investigation, we identified that the delivery issues stem from updates to Microsoft’s spam filters. Recent changes have caused an increase in false positive spam identification for some of our automated messages, like Secure Reader verifications.

We have filed a ticket with Microsoft to resolve this issue. In the meantime, we also encourage IT admins to check their quarantines. If anything is found, release the email and “Submit the message to Microsoft to improve detection.”

Investigating: Some users and recipients have reported Virtru verification emails are not being received. Virtru is sending these emails, and we are getting delivery receipts, but we're investigating why some verification emails are being delayed before final delivery to the recipient.

Resolved: Deliverability is back to normal levels.

If users/recipients do not receive their verification emails we encourage them to still check quarantine, spam, etc.: https://support.virtru.com/hc/en-us/articles/360000459634-Not-receiving-verification-email

If the message cannot be found, they should contact Support at https://support.virtru.com/hc/en-us

Monitoring: We continue to monitor deliverability.

If users/recipients are still impacted, they should still follow these troubleshooting steps to release emails that may have landed in quarantine: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Monitoring: Deliverability has improved and looks to have resolved. We are monitoring.

Impacted users/recipients should still follow these troubleshooting steps to release emails that may have landed in quarantine: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We are still working with Microsoft for guidance and full resolution of the issue.

Impacted users/recipients should follow these troubleshooting steps to release the emails from quarantine and gain access to their secure content: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We continue to reach out to and pressure Microsoft to provide more guidance or resolve the issue.

Any impacted users or recipients can follow these troubleshooting steps to release the emails from quarantine and gain access: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We continue to pressure Microsoft to provide more guidance or resolve the issue.

Any impacted users or recipients can follow these troubleshooting steps to release the emails from quarantine and gain access: https://support.virtru.com/hc/en-us/articles/38053263613079-Incident-Verification-Deliverability-Issues-Microsoft-Orgs

Identified: We are still getting reports of verification emails not delivering. We've re-escalated the issue to Microsoft.

We will provide another update as soon as we have one.

Monitoring: Microsoft has made updates to their system that should improve deliverability for Virtru.com emails. We will continue monitoring the situation and provide further updates once we have more data on email performance.

Identified: We are continuing to investigate the issue and work to engage Microsoft. There is evidence the issue is wider spread than just Virtru, and that it is impacting other Email Service Providers. We will provide another update first thing in the morning (EST) unless we have a material update sooner.

Identified: We continue to work on a solution to the issue. We'd also like to take a moment to share additional details about the issue.

As we previously mentioned, the issue seems to stem from recent changes Microsoft made to their spam filters. This has caused an increase in false positive spam identification for some of our automated emails (especially verification emails).

We have been attacking this issue from multiple angles. This includes:

1. We confirmed that our emails follow best practices and double-checked our sender scores. SPF and DKIM have been confirmed to be correct. And, our sender score for this IP is at 99.
2. We are investigating updates we can make to resolve/prevent this. However, without more guidance from Microsoft on "why" the emails are being flagged, it is difficult to validate potential solutions.
3. We've escalated the issue to Microsoft Customer Support and ask that they remove these emails from their spam filter.

If your organization leverages Microsoft, we recommend you take the following actions:

1. Have your IT admins check their quarantines. If anything is found, release the email and “Submit the message to Microsoft to improve detection.”
2. Open a ticket with Microsoft Support and let them know this issue is impacting you and your recipients. You can reference the ticket we have open with them (7096755679) and ask that they prioritize that ticket.

Thanks for your patience and understanding as we work through this frustrating issue.

Identified: We continue to work with Microsoft to address the issue.

In the meantime, we also encourage IT admins to check their quarantines. If anything is found, release the email and “Submit the message to Microsoft to improve detection.”

Identified: Based on our investigation, we identified that the delivery issues stem from updates to Microsoft’s spam filters. Recent changes have caused an increase in false positive spam identification for some of our automated messages, like Secure Reader verifications.

We have filed a ticket with Microsoft to resolve this issue. In the meantime, we also encourage IT admins to check their quarantines. If anything is found, release the email and “Submit the message to Microsoft to improve detection.”

Investigating: Some users and recipients have reported Virtru verification emails are not being received. Virtru is sending these emails, and we are getting delivery receipts, but we're investigating why some verification emails are being delayed before final delivery to the recipient.