Investigation
On October 29, 2025, at 11:59 AM CET, an issue began affecting customers in the Hive environment on West Europe (Production 0). Users were unable to insert non-dynamic assets such as PowerPoint slides, Word templates, and Outlook assets in Office applications.
The issue was detected at 3:38 PM CET, prompting an immediate investigation. Initial analysis focused on recent deployments and configuration changes in the asset insertion workflows. The engineering team identified that a recent update to the UI/UX experience in the asset browsing functionality had introduced a configuration that caused non-dynamic assets to be processed incorrectly, leading to the observed behavior.
Mitigation
Once the cause was identified, the engineering team initiated work to correct the build configuration and restore expected behavior. The process was temporarily delayed due to an overlapping Microsoft Azure outage, which impacted build and release pipelines and slowed deployment activities.
Despite this external delay, the team worked diligently to validate and prepare the fix as soon as Azure services became stable again, minimizing downtime for affected customers.
Resolution
After Azure services were fully operational, the engineering team deployed the corrected build configuration, which restored proper handling of non-dynamic assets. By 10:00 PM CET on October 29, 2025, full functionality was confirmed restored for all affected tenants in West Europe (Production 0).
Following the resolution, validation tests confirmed that asset insertion in PowerPoint, Word, and Outlook was functioning normally.
Post-Incident Actions
To strengthen reliability and prevent similar issues, the following actions are being implemented:
Impact and Scope
The incident affected customers hosted in West Europe (Production 0) using the Hive environment. Some users experienced errors or were unable to insert assets in Office applications until the configuration was corrected and services were fully restored.
The issue was contained to this cluster and did not affect other production environments.
We sincerely apologize for the disruption this caused. Maintaining a reliable and seamless user experience is our highest priority. We are taking the above steps to ensure stronger safeguards in testing and deployment processes to prevent recurrence of similar issues.