PROTOCOL [Moderator note: personal information removed]

Question

I am owner of dominium dronesistemas.com.br ([Moderator note: personal information removed]dronesistemas.com.br) with around 30 people using MS365 tools and accessing files in a Cloud througt Onedrive. Since DEC5th, we weren´t be able to access nothing, everyuser with the same problem including me, the master profile on MS365 on my company. A lot of customers are sending for us pictures from its inbox emails of error delivery message to people from dronesistemas.com.br.

Well, we are facing a big problem at my company and we already ask for technical support and we had a protocol number [Moderator note: personal information removed]. The problem is that we don´t have any consolidate information to take internal decisions. They tell us that a specific department will contatac me to ask some personal and company information to sure that I am the owner but unfortunately, until this moment no contact.

I am writing from my personal account because I don't have any access by any user from dronesistemas.com.br dominium.

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Moved from: Microsoft 365 and Office | Other

Answer 1

It seems that your organization is experiencing significant access issues with Microsoft 365 services, particularly with OneDrive and email delivery. Since you mentioned that all users are facing the same problem and you have received error delivery messages, this could indicate a broader service issue or account-related problems.

Here are some steps you can take:

1. Check Subscription Status: Ensure that your Microsoft 365 subscription is active and has not expired. You can do this by logging into the Microsoft 365 admin center, if possible.
2. Flush DNS Cache: If your subscription is active, try flushing the DNS cache on your local machine. This can sometimes resolve access issues. You can do this by running the command ipconfig /flushdns in the Command Prompt.
3. Contact Technical Support: Since you already have a protocol number ([Moderator note: personal information removed]), it’s important to follow up with Microsoft technical support. If you haven’t received a response, consider reaching out again to ensure your case is being addressed.
4. Monitor Service Health: Check the Microsoft 365 Service Health dashboard (if accessible) to see if there are any ongoing issues affecting your services.
5. Community Support: You may also want to check the Microsoft Community forums for similar issues reported by other users, which might provide additional insights or solutions.

Given the urgency of your situation, I recommend prioritizing communication with Microsoft support to expedite the resolution process.

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References:

• Error 'DNS_PROBE_FINISHED_NXDOMAIN' when accessing OneDrive or Sharepoint

Answer 2

Dear Ricardo Rodrigues,

Welcome to Microsoft Q&A. 

Thank you for sharing these details and for your patience during what I understand is a very serious situation impacting your entire organization. I completely recognize how disruptive this is for your business and customers, and I want to assure you that your case is being actively handled.

I’ve checked the status of your support requests, and it appears that besides the protocol number you mentioned, there is another ticket raised as well. Both tickets are already in the correct queue with the Data Protection Team (DPT), and each has an assigned support engineer. This team specializes in ownership verification and tenant recovery, which is essential for restoring access in complex scenarios like yours.

Because this situation involves verifying domain ownership and securing your tenant, the process can take a little longer than usual. However, please be assured that support engineers are actively troubleshooting both tickets to provide you with a response as soon as possible. These steps are critical to protect your company’s data and ensure compliance with Microsoft’s security standards.

While waiting, I recommend:

• Keep your phone and email available for any contact from the Data Protection Team.
• Prepare any requested documentation (proof of domain ownership, billing details, company verification) to speed up the process when they reach out.

I know this is stressful, but your case is in the right hands, and the team is working to resolve it as quickly and safely as possible. If you receive any updates or need help understanding the next steps, please reply here, I’ll continue to support you and clarify anything you need.

Warm regards,

Liora.

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Answer 3

Hi Ricardo,

First, I want to apologize if my previous response didn’t provide the clarity you were looking for. Please understand that as a Moderator, I don’t have direct access to your tenant or the ability to accelerate internal processes. My role is to guide you with accurate information and ensure your case is being handled by the right Microsoft team.

I’ve checked again, and I can confirm your case is currently being processed by Microsoft’s Data Protection Team (DPT). This team specializes in ownership verification and tenant recovery, and they are actively working to help you regain access. These steps are critical for security and compliance, which is why the process can take longer than usual.

Please follow any instructions provided by the support team and prepare the requested documents (proof of domain ownership, billing details, company registration).

Keep your phone and email available for their contact.

If you haven’t received the exact list of required documents yet, please call Microsoft Support and reference your protocol number to request that list by email.

I truly appreciate your patience during this process. I hope this information reassures you that your case is being handled with priority. If you need updates or help understanding the next steps, please reply here, I’m more than happy to assist.

If this information is helpful, please click “Accept Answer” and kindly upvote it. Thank you again for your understanding and cooperation.