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JamesRV's avatar
JamesRV
Brass Contributor
Jun 23, 2020

Unable to open rpmsg

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 unifie...
Information Protection
Information Protection Client
mevaibhav831345's avatar
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. mailto:user@tenant1.com - 

2. mailto:user1@tenant2.com

3. mailto:user3@tenant2.com (user1@tenant2.com is member with full access at this sharedmailbox)

 

mailto:user1@tenant2.com sent encrypted email to mailto:user1@tenant1.com and mailto:user3@tenant2.com and getting following behaviour:

 

mailto:user1@tenant1.com keep getting encrypted email in .rpmsg format like you mentioned where mailto:sharedmailbox@tenant2.com (where mailto:user1@tenant.2om mailbox open encrypted email inside outlook 

AsTheCrowFlew's avatar
AsTheCrowFlew
Brass Contributor
Feb 10, 2022

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

  • mevaibhav831345's avatar
    mevaibhav831345
    Copper Contributor
    Feb 14, 2022

    AsTheCrowFlew - Multiple account at Outlook for AIP world in many case more like unsupported scenario especially with AIP UL client at Outlook or there is temporary authentication failure (which usually happen for exchange mailbox behind the scene).

     

    Because of unsupported scenario, there could be different (some unexpected like you see one at your end) UX when there are multiple account at one profile or multiple account spread across multiple profile.

     

    Make sure to have following in-place (there is no permanent fix for my scenario) to deal with .rpmsg UX for email at Outlook when mailbox is hosted at Exchange Online:

     

      1. Close all open browser and office app
      2. Open IE and Edge and type in https://portal.office.com and make sure you logged in with account which has experienced .rpmsg issue
      3. Make sure to have same account (account where .rpmsg) at your outlook
      4. Wait for 5 minutes
      5. Restart your outlook , let it full load and check encrypted email once again

     

    • AsTheCrowFlew's avatar
      AsTheCrowFlew
      Brass Contributor
      Feb 14, 2022

      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.

      • mevaibhav831345's avatar
        mevaibhav831345
        Copper Contributor
        Feb 18, 2022
        I understand your point and its associated challenge where sender dont have control on recipient's infrastructure (especially their OWA is blocked by their org policy) but recipient having Outlook client is not the only answer to auto-decrypt encrypted content because multiple variables to consider like

        - if recipient mailbox is on non-exchange/OWA (like social identity) will continue to see that .rpmsg attachment (at outlook client) even though they use Outlook client
        - if recipient device has multiple account in-use (like recipient using his personal device where he has his own individual personal account in-use along side recipient company account) then also user get into such problem

        To be honest, due to lack of control/choice - only thing that i can suggest is recipient to get in touch with their IT team.