Senstivity Label not showing in the Word Web App for one certain document

Question

I am having an issue with one certain docx file within SharePoint Online that is not showing the sensitivity label within the Word Web app, but it will show the sensitivity label when opened in the desktop app. This particular docx file where the sensitivity label is not showing in the web app is a file I have read only permissions too. Other docx files in which I have more permissions such as edit I can see the sensitivity label in both the web app and desktop app.

The permissions being read only is the only difference I can see between this file that is not showing the sensitivity label in the web app and other docx files in which it shows up in the web app.

This particular file when opened also shows a policy tip at the top that reads "This item conflicts with a policy in your organization". The policy tip gives no other information on which policy, and I checked out our DLP policies and I do not think it is triggering one of those but was thinking the policy tip could be another reason why the sensitivity label is not showing up as well.

Has anyone had this issue and can explain why this one certain file will not show the Sensitivity label in the web app?

Answer 1

@Matthew Metcalf - Thanks for the question and using MS Q&A platform.

It seems like you are having an issue with a specific docx file within SharePoint Online that is not showing the sensitivity label within the Word Web app, but it will show the sensitivity label when opened in the desktop app. This particular docx file where the sensitivity label is not showing in the web app is a file you have read-only permissions to. Other docx files in which you have more permissions such as edit, you can see the sensitivity label in both the web app and desktop app.

The permissions being read-only is the only difference you can see between this file that is not showing the sensitivity label in the web app and other docx files in which it shows up in the web app.

This particular file when opened also shows a policy tip at the top that reads "This item conflicts with a policy in your organization". The policy tip gives no other information on which policy, and you checked out your DLP policies and you do not think it is triggering one of those but was thinking the policy tip could be another reason why the sensitivity label is not showing up as well.

Based on the information you provided, it is possible that the sensitivity label is not showing up in the web app because of the read-only permissions you have for the file. It is also possible that the policy tip you are seeing is related to the sensitivity label not showing up in the web app.

To troubleshoot this issue, you can try the following steps:

• Check if the sensitivity label is applied to the file in SharePoint Online.
• Check if the sensitivity label is applied to the file in the Office 365 Security & Compliance Center.
• Check if the sensitivity label is applied to the file in the Azure Information Protection portal.
• Check if the sensitivity label is applied to the file in the desktop app.
• Check if the sensitivity label is applied to other files with read-only permissions in the web app.
• Check if the policy tip is related to the sensitivity label not showing up in the web app.

If none of these step's help, it is possible that there is an issue with the file or the web app. In that case, you may open a support ticket for further assistance.

I hope this helps! Let me know if you have any other questions.