Forum Discussion

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
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.
AsTheCrowFlew's avatar
AsTheCrowFlew
Brass Contributor
Feb 18, 2022
In a recent situation had the fortunate experience of being the IT team supporting both the sender and the recipient. In that case both were MS Online tenants with identical IRM policies (we set them both up). The recipient's thick Outlook client would not auto-decrypt (like we'd seen in so many other cases before). But OWA and Microsoft Mail both worked. I tried all sorts of combinations and the only thing that worked (which is not a real solution) is that I configured the recipient's Outlook (in a new test profile) with the sender's identity and sent myself and decrypted a test message. After that, the original Outlook client profile could auto-decrypt moving forward. This is obviously an issue with the way the thick Outlook client (and the underlying OS user profile/machine) are interpreting the identity of the recipient. I'm surprised the troubleshooting documentation on this is so light. It's like the Microsoft Mail team got the memo, but not the Microsoft Outlook team.
  • ITPigeon's avatar
    ITPigeon
    Copper Contributor
    Apr 05, 2022
    We've since pinpointed our particular problem to the exact version of Outlook being used.
    Microsoft is pretty stringent about which version is in support for reading rpmsg messages. Our Citrix environment has a semi-annual release and a vDisk update schedule that jùst missed the release from March, making our current environment 'unsupported'. Sigh. At least OWA works.
  • ITPigeon's avatar
    ITPigeon
    Copper Contributor
    Mar 31, 2022

    Thanks, but that article seems to focus on setting it up for your organization.
    However, in this case it is some external party that just decided to send us an encrypted message this way. We do not use this functionality within our organization, but articles seem to suggest that a receiving party only needs a compatible app to read it. No extra infra settings needed.

    User is able to read the email in an Outlook client outside of Citrix. It only refuses to work for the Outlook app within Citrix (OWA opened within the same Citrix sessions opens the e-mail just fine). I still think it's a compatibility issue somewhere but I'll keep looking.

  • mevaibhav831345's avatar
    mevaibhav831345
    Copper Contributor
    Mar 31, 2022
    although i am not using citrix, you should focus on basic things first about allowing some of required URL : https://docs.microsoft.com/en-us/azure/information-protection/requirements#firewalls-and-network-infrastructure
  • ITPigeon's avatar
    ITPigeon
    Copper Contributor
    Mar 31, 2022
    I can feel your frustration. Thanks for sharing your overall experience of the troubleshooting process with MS. Sounds like I have to keep looking elsewhere for answers on similar issues before contacting MS about this.

    Out of curiosity, is anyone of you also using Citrix? We have issues opening the .rpmsg attachments, but only when using Outlook within Citrix XenApp. Aka: a multi-session environment.
    Since some of the issues seem to come from authentication issues, I'm starting to think that might be related.
  • JoshARI's avatar
    JoshARI
    Copper Contributor
    Feb 18, 2022

    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!