Groove Outlook Add-in is not working as expected

Incident Report for Clari

Postmortem

On February 17, 2025, Microsoft began the deprecation of their legacy Outlook authentication, preventing applications relying on this method from reconnecting. Starting February 25, 2025, organizations that had already received the authentication update from Microsoft could no longer authenticate with the Clari Groove Outlook Add-In. The Clari Groove Engineering team promptly resolved the issue by updating the authentication method. This change was rolled out on March 03, 2025 at 16:00 UTC. No customer data was compromised during this incident.

Posted Mar 05, 2025 - 02:13 UTC

Resolved

We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.

Posted Mar 04, 2025 - 15:04 UTC

Monitoring

We are following up with an update on the recent changes rolled out by Microsoft that impacted how Outlook connects with third-party applications like Clari Groove. We have successfully implemented a solution and rolled it out to all Outlook users.

The update changes how we authenticate to Outlook to be more secure and compliant with their changes. Additionally, it will re-enable the usage of the Clari Groove add-in in Outlook if you were impacted by Microsoft’s change, or prevent you from experiencing it if you have not yet been impacted.

What You Need to Do Now

For Outlook web users:
1. Refresh your browser tab
2. Open up the Clari Groove add-in and log back in

For Outlook desktop users:
1. Close and reopen the Outlook application
2. Open up the Clari Groove add-in and log back in

Looking Ahead
We sincerely apologize again for the disruption. We're improving how we receive and respond to critical Microsoft updates to act earlier and minimize future disruptions.

If you have any questions, please reach out to support.

Thank you,
Clari Product Team

Posted Mar 03, 2025 - 19:31 UTC

Update

We are following up with an update on the recent changes rolled out by Microsoft that impacted how Outlook connects with third-party applications like Clari Groove. We’re continuing to test our fix and make sure that it doesn’t have any negative impacts on Clari Groove functionality. We intend to release the fix as soon as we are able to safely do so, at which point all impacted users should no longer experience a connection issue.

We will follow up with an additional update early next week. If you have any questions, please reach out to support.

Thank you,
Clari Product Team

Posted Mar 01, 2025 - 03:53 UTC

Update

Microsoft recently rolled out changes to how Outlook connects with third-party applications like Clari Groove. As part of their Secure Future Initiative, Microsoft is turning off Legacy Exchange identity tokens, which will disrupt your Groove and Outlook connection. Some customers have already experienced issues, and we expect this change to continue impacting all users.

What We’re Doing
We’re actively implementing a long-term solution that aligns with Microsoft’s new infrastructure. Once that’s in place, no further action will be required from you. We’ll provide an update on our progress by Friday, February 28.

What You Need to Do Now
To prevent or resolve any disruptions, your IT Admin will need to temporarily re-enable legacy tokens by following Microsoft’s instructions:

Install PowerShell on Mac/Linux/Windows: https://learn.microsoft.com/en-us/powershell/scripting/install/installing-powershell-on-macos?view=powershell-7.5

Install the Exchange Online PowerShell module: https://learn.microsoft.com/en-us/powershell/exchange/exchange-online-powershell-v2?view=exchange-ps#install-and-maintain-the-exchange-online-powershell-module

Turn on legacy exchange online tokens: https://learn.microsoft.com/en-us/office/dev/add-ins/outlook/turn-exchange-tokens-on-off#turn-on-legacy-exchange-online-tokens

⚠️ It can take up to 24 hours for Outlook add-ins to function normally after making these changes.

Looking Ahead
We understand how critical Groove is to your team, and we sincerely apologize for the disruption. While Microsoft communicated this change through standard channels, it wasn’t surfaced in a way that clearly signaled its impact. We’re working directly with Microsoft to improve how these updates are communicated so we can act earlier and minimize disruptions in the future.

If you have any questions, please reach out to support.

Thank you,
Clari Product Team

Posted Feb 26, 2025 - 20:50 UTC

Identified

On February 17, 2025 Microsoft started rolling out changes to the Legacy Exchange user identity tokens and callback tokens. These tokens will be turned off by default for all Exchange Online tenants as part of Microsoft’s Secure Future Initiative. This will impact your ability to connect Microsoft Outlook to Clari Groove and will impact all Outlook users as Microsoft rolls out this update.

In the interim to mitigate this change, the IT Admin at your organization will need to follow Microsoft’s instructions to prevent the legacy tokens from being deprecated. This will prevent your organization from experiencing connection issues between Microsoft Outlook to Clari Groove.

Install PowerShell on Mac/Linux/Windows: https://learn.microsoft.com/en-us/powershell/scripting/install/installing-powershell-on-macos?view=powershell-7.5

Install the Exchange Online PowerShell module: https://learn.microsoft.com/en-us/powershell/exchange/exchange-online-powershell-v2?view=exchange-ps#install-and-maintain-the-exchange-online-powershell-module

Turn on legacy exchange online tokens: https://learn.microsoft.com/en-us/office/dev/add-ins/outlook/turn-exchange-tokens-on-off#turn-on-legacy-exchange-online-tokens

It can take up to 24 hours before all requests from Outlook add-ins for legacy tokens are allowed.

We are actively working on supporting the new infrastructure. After implementing the interim change, no further updates will be required by your IT Admin at that time.

Related links:
https://learn.microsoft.com/office/dev/add-ins/outlook/authentication#exchange-user-identity-token
https://learn.microsoft.com/office/dev/add-ins/outlook/authentication#callback-tokens
https://blogs.microsoft.com/on-the-issues/2023/11/02/secure-future-initiative-sfi-cybersecurity-cyberattacks/

Posted Feb 25, 2025 - 23:09 UTC

Update

We've spotted that something has gone wrong. We're currently investigating the issue, and will provide an update soon.

Posted Feb 25, 2025 - 22:17 UTC

Investigating

We are currently investigating this issue.

Posted Feb 25, 2025 - 22:14 UTC

This incident affected: Groove (Groove webapp, Outlook Add-in).