Forum Discussion
External users cannot open encrypted email
Hi, I received your test message and whilst I was unable to access it via the Gmail web interface, I was able to open it via Outlook using the AIP viewer. This is going to be the only way that the Gmail users will be able to do this.
As ChristianBergstrom pointed out, the options you are using for encryption are the built-in OME / and older default AIP templates. I would recommend taking a look at updating your labels and policies. Could be a good time to start looking to migrate to Sensitivity Labels from the Security and Compliance Center, as Microsoft are planning to "sunset" the older AIP method in 2021 as per https://techcommunity.microsoft.com/t5/azure-information-protection/announcing-timelines-for-sunsetting-label-management-in-the/ba-p/1226179
But, for the meantime, if you want Gmail accounts to access the encrypted emails, then Outlook and the. AIP viewer is going to be the way.
We had been using the previous version of OME; however, encryption via the mail flow rule that was set up stopped working for one user some time ago. Other accounts, and new ones, were not affected. Suddenly on December 16 the previous version of OME stopped working for all. We switched to the new version, Azure Information Protection. It works for internal staff members who are using the Outlook client. It does not work for external recipients, as described by telecaster below. We have read extensively on what to do, reviewed the steps provided below, and have run numerous PowerShell scripts that are published in Microsoft's extensive library. All our efforts have not brought us closer to collaborating securely with outside users, which we were able to do with the previous version of OME before December 16. And out internal users cannot decrypt their secure messages when signed in to Outlook Web Access e-mail. Does anyone have suggestions? Where do we go from here?
piekedahla Hi, this is a rather delicate subject trying to explain in the community. So I'm just going to start by saying that as I understand it you've been using legacy OME (only mail flow rules possible) and then you have moved on to AIP. What you could have done is to upgrade to the new OME instead of going over using AIP. OME is built on Azure RMS as part of AIP, securing only the email/attachments while AIP are securing the documents wherever they may be in all products and services. If you do use AIP labels right now you need to migrate to the sensitivity labels before March 31st.
You mentioned you have read extensively but I wonder if you been reading the associated docs? I'm attaching a couple of links, if it still doesn't make sense I recommend you contact Microsoft for assistance.
https://docs.microsoft.com/en-us/microsoft-365/compliance/ome?view=o365-worldwide
https://docs.microsoft.com/en-us/microsoft-365/compliance/ome-faq?view=o365-worldwide
https://docs.microsoft.com/en-us/azure/information-protection/configure-policy-migrate-labels
ChristianBergstrom, we already had reviewed all the articles you referenced. None of them help. We seem to be configured properly. Our mail flow rules work for internal users. Again, the previous version of OME worked for everyone until December 16. The new version never worked for outside recipients. We want them to be able to request a one-time passcode. They do not get the option. We also tried to enable those with Gmail and other major provider accounts the ability to to sign in. None of the steps we have taken have resolved the issue. We still cannot collaborate securely with our outside partners. The change in our ability to manage our encryption capabilities continues to be a mystery.
piekedahla Hello, well I have used and configured the new OME so that external users that are not using EXO for ex. but instead Gmail, Yahoo etc. use either a OTP or their Social ID sign-in, to enter the OME portal.
How does your IRM-config and OME-config and mail flow rules look like? You said you're using AIP now. That's quite different as OME only have the "Encrypt-Only" and "Do not Forward" as options. The other options you get from your client are based from AIP.
You can even force all external users to go to the OME portal Manage Office 365 Message Encryption - Microsoft 365 Compliance | Microsoft Docs
Out of curiosity does the rule look similar to this? (sorry about the quality)
I suggest you reach out to Microsoft for tech assistance. Something is obviously not configured properly.
Sorry if this is somewhat off the beaten path. Perhaps it is a piece of the puzzle.
I use Microsoft 365 for Family. So,...it is indeed M365.Using Outlook on the Web (OWA).
It offers the Encrypt function when sending a new email.
When I send to an M365-Family recipient, and/or an "Outlook.com personal account", the recipient can open and read the Encrypted email. Recipient using OWA on Chrome. Recipient sees a Lock icon in the Inbox list, and when message is open shows message-- This message is encrypted.
So...it works OK.
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However, the same email, sent to a recipient using Google gmail.com, cannot read the email.
The gmail recipient receives the email.
(note-- always seems to be delayed about 10 minutes).
Sees: --- has sent you a protected message. A blue box with --Read the message--.
When the recipient clicks on that blue box, sees this:
--
Sorry, we can't display your message right now
Something went wrong and your encrypted message couldn't be opened.
Please try again by following the instructions in the original email message in 5 minutes.--
With M365 Family I probably do not have any "Exchange system admin" tools.
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Note: a few months ago, this did indeed work correctly. The Gmail recipient was asked to Logon with an account or receive a one-time code. The recipient used the one-time code, and then was able to read the encrypted email.
Thanks.
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Mike-Moon-Crater, thanks for the information. It did not help. Our outside recipients are not given the options you describe.
