Minor incident

CodeTwo: Outlook add-in service disruption

Affected: Outlook add-in, Outlook add-in, Outlook add-in, Outlook add-in, Outlook add-in, Outlook add-in, Outlook add-in, Outlook add-in, Outlook add-in

Current status of CodeTwo: Operational — live CodeTwo status

Timeline

1. Oct 26, 2026, 20:25 UTC
   investigating
   We are currently investigating an issue affecting the Outlook add-in for CodeTwo Email Signatures 365. Some customers have reported that the add-in is not working, and we have been able to observe the same behavior. Our investigation has been ongoing for approximately 30 minutes. We will provide another update within 30 minutes or sooner if more information becomes available.
2. Oct 26, 2026, 20:33 UTC
   investigating
   We can see that the issue with the Outlook add-in is limited to the US region and, so far, affects approximately 0.015% of all add-in users. We are continuing our investigation. We will provide another update within 30 minutes or sooner if more information becomes available.
3. Oct 26, 2026, 20:52 UTC
   investigating
   We are continuing our investigation. We believe the issue could be related to an ongoing GoDaddy incident involving SSL certificates (https://status.godaddy.com/incidents/mtl2b9tbvq56), although our certificate appears to be valid. We are investigating this potential connection. We will provide another update within 30 minutes or sooner if more information becomes available.
4. Oct 26, 2026, 21:18 UTC
   investigating
   The latest data shows that the add-in issue is global, although only a very small percentage of users are currently affected. We are continuing our investigation and looking more closely into the GoDaddy certificate incident as a potential cause. The next update will be provided within 1 hour, or sooner if we have new findings.
5. Oct 26, 2026, 22:03 UTC
   resolved
   The issue has been resolved by replacing the faulty SSL certificate issued by GoDaddy. The Outlook add-in should now be working correctly for all customers across all devices. If you are still experiencing any issues, please contact our Support Team (https://www.codetwo.com/company/contact). We are available 24/7/365. We sincerely apologize for the disruption and any inconvenience this may have caused. We will continue to investigate the incident together with GoDaddy to understand exactly what happened. We will share our findings and further details in a post-mortem update, which will be added to this incident within the next few days.
6. Nov 4, 2026, 13:49 UTC
   postmortem
   Our investigation confirmed that the issue was caused by the new SSL certificate issued by GoDaddy. The certificate used a new certificate authority chain that was not yet trusted by some operating systems, particularly iOS, MacOS and Android. As a result, the Outlook add-in was unable to establish a trusted connection on affected devices. For more info about this change, see GoDaddy's documentation: [https://www.godaddy.com/help/why-is-godaddy-removing-clientauth-eku-and-transitioning-to-the-r1-root-hierarchy-for-dv-tls-issuance-42783](https://www.godaddy.com/help/why-is-godaddy-removing-clientauth-eku-and-transitioning-to-the-r1-root-hierarchy-for-dv-tls-issuance-42783) The issue affected only a small percentage of add-in users and was resolved within 90 minutes by replacing the faulty SSL certificate issued by GoDaddy. To prevent similar issues in the future, we have changed how certificates are configured and deployed to make our services more resilient to changes introduced by certificate providers. We apologize again for the inconvenience caused by this incident.

Updates as published by CodeTwo (original).