22 Jul 2014 12:21 PM Microsoft Dynamics CRM Online Customer Ready Post Incident Review Incident Information Incident ID CR8309, CR8316 Incident Title Some customers in North America were experiencing latency with log-in on Monday, July 21, 2014 and Tuesday, July 22, 2014. Service(s) Impacted CRM Online Summary On July 21, 2014, at 8:07 AM PDT, some customers served from one of our North American datacenters were unable to login to their CRM Online service. Microsoft engineers followed documented procedures to restore access for the impacted customers. At approximately 12:56 PM PDT, service was restored to all customers. Microsoft engineers are investigating the root cause and ways to minimize the impact to customers should a similar incident occur. On July 22, 2014, at 5:56 AM PDT, some customers served from one of our datacenters in the North American region were unable to login to their CRM Online service. Microsoft engineers found similar symptoms to the July 21 incident. Following documented procedures, multiple steps were taken immediately to mitigate the issue. Full service was restored to all customers at 7:05 AM PDT. Microsoft engineers continue to investigate root cause, additional ways of improving resiliency, and speed of restoration against similar events in the future. Customer Impact Impacted customers were not able to access their CRM Online organizations. CR Date Start time (UTC -07:00) End time (UTC -07:00) CR 8309 21-Jul-14 8:07 AM PDT 12:56 PM PDT CR 8316 22-Jul-14 5:56 AM PDT 7:05 AM PDT Root Cause Microsoft engineers narrowed the root cause to performance issues with SQL processing and are taking the necessary steps to implement measures to improve stability Next Step(s) Issue Next Step Team Owner Timeline Performance Additional information is being gathered by Microsoft engineers to perform further investigations and implement a permanent fix. In the meantime engineering is monitoring the issue closely. Dynamics Service Engineering In Progress .