Forum Discussion
External users cannot open encrypted email
Hi all, I searched the communities but couldn't find the answers I need in regards to Office 365 Message Encryption.
We have a customer that wants to send encrypted emails from Outlook.
When a non-Microsoft recipient (e.g. Gmail user) receives these emails they cannot open them. They get the following:
It's my understanding that external recipients should be able to view encrypted email as per this article.
Can someone please help?
The sending user has a Microsoft 365 Business Premium license, and Azure Information Protection is active under the 365 tenant.
Thanks
Ash
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.
Hi, my experience with this is that non Microsoft users such as Gmail will have to enable their accounts as Microsoft accounts. Are the Gmail users not being prompted to do this?
- Thanks for your quick reply.
I sent a test email to a Gmail account (not connected to a Microsoft account) which showed the message in my post above. No prompt to "Click here to read your message".
I still get the same message after connecting a Microsoft account. 😞
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
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.
----
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.
---
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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We had to move to Azure and start using the new encryption method. When we made the change, encrypted messages sent to Gmail, Hotmail, Outlook, and other e-mail services could be decrypted. Azure enabled the authentication needed to make the decryption process seamless. Now, all is well. Our external partners and collaborators can open and respond to secured messages sent to their corporate and personal accounts.
Thanks for the reply. So a full switch to Azure rather that just the Azure access given to you via a 365 subscription?
- We had to migrate to Azure Information protection:
Set up new Message Encryption capabilities (https://docs.microsoft.com/en-us/microsoft-365/compliance/set-up-new-message-encryption-capabilities?view=o365-worldwide&viewFallbackFrom=o365-worldwideCopy)
Important
If you use Active Directory Rights Management service (AD RMS) with Exchange Online, you need to migrate to Azure Information Protection before you can use the new OME capabilities. OME is not compatible with AD RMS.
ashmelburnian I am with you. Microsoft and Google need to work together on this.
I use Gmail. When an outlook user sends me an email I get this.
If I click the message.html attachment I get a new Chrome window with this message.
If I download the message.html and doubleclick/run the file it does nothing different that if I click the file from within Gmail (i.e. it opens a new chrome window/tab) like this.
Now I have to sign in with my Microsoft account to see the message.
My issues is the I'm already signed in to my Microsoft account with "stay signed in checked" so when I get an encrypted message in Gmail just display the freaking message. I'm already signed in to my Microsoft account so stop making me jump through hoops to see the message. Sometimes I get a couple dozen encrypted messages a day and I have to go through the ridiculous process for every single message.
