Hello, We have AIP and in the last couple of weeks there are lot of complaints about people not able to send/open protected e-mails. E-mails either marked for "Recipients Only" or any AIP unified label that is set for "protection". I am sure this was all working until this last Outlook update.

mevaibhav831345 The recipient is often not us, so we don't have the ability to troubleshoot the other end. It's almost always the case that OWA and Microsoft Mail can decrypt the message, but the full Outlook client can't. For many of our partners OWA and Microsoft Mail is not allowed. I want to embrace OME but the recipient behavior is wildly inconsistent making it difficult for users to adopt.

AsTheCrowFlew yea it's just gotten frustrating. Our clients are medical facilities so email encryption is a must have for us, kind of puts everything at a stand-still. It can't linger on for a day let alone a week like it has with no solution from MS techs, or seemly any sense of urgency. And it's Friday and no word yet this morning. Since our exchange mail rule stopped working MS can't figure it out and we're sort of stuck ATM, all our emails need to be encrypted (PHI). Prior to a couple weeks ago, all we did was put 'encrypt' in the subject line and that would encrypt the mail and our clients would receive an html link they never had any issues opening, either with the one-time passcode or creating a login. Now MS has setup this new encryption method via the azure portal, spent over 2 hrs on the phone with the tech setting it all up and getting it activate (we think), using all these PowerShell commands, creating a new mail flow rule, disabling the old one, adding licensing, not even sure what PowerShell has to do with email encryption to begin with (it's certainly not user friendly like they claim, and none of it worked). How does MS expect admins to figure it out, if they can't. All our clients have their own mail systems, they don't use 365 or outlook. Best we can do ATM is encrypt the email via the lock icon in outlook but our clients can't open the rpmsg message, neither can we. There's no button to 'view this message'. And one can only spend so much time reading about email encryption and sitting on phone with a tech for hours before your sanity starts to slip :). K I'm just ranting now, thanks for responding!

JamesRV - did you find answer or solution for this problem? I am having same issue, interestingly - my outlook (O365 Outlook Version 2109 - Current channel) as two three from two different O365 tenant and user experience is different : 1. user1@tenant1.com - 2. user1@tenant2.com3. sharedmailbox@tenant2.com (user1@tenant2.com is member with full access at this sharedmailbox) user1@tenant2.com sent encrypted email to user1@tenant1.com and sharedmailbox@tenant2.com and getting following behaviour: user1@tenant1.com keep getting encrypted email in .rpmsg format like you mentioned where sharedmailbox@tenant2.com (where user1@tenant2.com is full access member) mailbox open encrypted email inside outlook

mevaibhav831345 Any resolution on this. I've been in this OME rabbit hole for about 2 years

JamesRV , I just got off the phone with support, and they fixed the issue for me at the tenant level.

Unable to open rpmsg | Microsoft Community Hub

jayblaster
Copper Contributor
Aug 18, 2022
JamesRV , I just got off the phone with support, and they fixed the issue for me at the tenant level.
- Wolf_K
  Copper Contributor
  Aug 18, 2022
  jayblaster
  
  Well, then, do tell how that problem is to be fixed? Is there a free file opening utility somewhere?
  Because, I certainly will not pay for something that Microsoft messed up. And, Mr. Jayblaster, why would you post here, saying the "problem was fixed at tenant level", but you do not provide any further detail about this? How is that helpful to anyone?
  
  I fixed the problem by "no longer using the so-called encryption function" made available within the
  " https://outlook.live.com/mail " system. I use other systems that do work. If Microsoft is "happy with stuff that does not work", then that is their problem.
  
  Just FYI, I don't use Microsoft OneDrive. Why? Because they do not allow storage of encrypted files.
  And why is that? No answer! No explanation!
  - jayblaster
    Copper Contributor
    Aug 18, 2022
    I had to open a support ticket with Microsoft. I'm sorry if that's not an option for you.
    
    This was for Outlook and Exchange Online. OWA was working fine, it was Outlook that wasn't working.
- JamesRV
  Brass Contributor
  Aug 19, 2022
  Can you share what the fix at the Tenant level was?
  - jayblaster
    Copper Contributor
    Aug 19, 2022
    I honestly don't know. But if you're an EXO customer I recommend opening a ticket from the admin portal. The fix should be free.
PeterRising
MVP
Jun 23, 2020
JamesRV

Hi, do you have a more specific example of the errors encountered please?

Also, are you using the classic labelling client or the unified client?
- JamesRV
  Brass Contributor
  Jun 23, 2020
  PeterRising
  Here is the image of a test message that I sent to myself. I marked the e-mail with AIP label "Confidential\Recipients Only"
  
  Prior to this issue I used to be able to read the email natively in outlook but now I am seeing it as an attachment and I also get a link "Read Message" which points to the below URL:
  Read the message
  Which in turn opens the email in OWA rather than in outlook client itself.
  
  When I try to open an e-mail like this from someone else the it opens the same message as below
  - mevaibhav831345
    Copper Contributor
    Oct 29, 2021
    JamesRV - did you find answer or solution for this problem?
    
    I am having same issue, interestingly - my outlook (O365 Outlook Version 2109 - Current channel) as two three from two different O365 tenant and user experience is different :
    
    1. user1@tenant1.com -
    2. user1@tenant2.com
    3. sharedmailbox@tenant2.com (user1@tenant2.com is member with full access at this sharedmailbox)
    
    user1@tenant2.com sent encrypted email to user1@tenant1.com and sharedmailbox@tenant2.com and getting following behaviour:
    
    user1@tenant1.com keep getting encrypted email in .rpmsg format like you mentioned where sharedmailbox@tenant2.com (where user1@tenant2.com is full access member) mailbox open encrypted email inside outlook

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Unable to open rpmsg

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