Applying sensitivity labels in Microsoft Outlook Version 1.2024.1023.300 doesnt seem to work

Question

Applying sensitivity labels in Microsoft Outlook Version 1.2024.1023.300 doesnt seem to work

Matt Moriarty 10

The sensitivity labels are not available to select when using Outlook on the web or 'New Outlook'. They are available in other office apps and in 'Outlook Classic'. This has stopped working for our users within the last week.

In the affected app, the Sensitivity button is 'greyed out' and unselectable AND when sending and being prompted to select a label, the selection drop down is not populated for some users.

This is a new issue and has previously been working correctly for all our users.

Joan Hua-MSFT 5,300 Reputation points Microsoft External Staff

2024-11-11T08:33:49.2733333+00:00

Hi @Matt Moriarty

Just wanted to check if the answer shared below helped. If it helped, then would you please "Accept the answer" as it would be helpful to others in the community as well. Warm thanks！
Josh Bickford 0 Reputation points

2025-03-10T22:38:16.8766667+00:00

hey Matt, were you ever able to find a solution, we’re experiencing the same issue. Timing is also the same.

1 answer

Your answer

Joan Hua-MSFT 5,300 Reputation points Microsoft External Staff

2024-11-11T08:33:49.2733333+00:00

Hi @Matt Moriarty

Just wanted to check if the answer shared below helped. If it helped, then would you please "Accept the answer" as it would be helpful to others in the community as well. Warm thanks！
Josh Bickford 0 Reputation points

2025-03-10T22:38:16.8766667+00:00

hey Matt, were you ever able to find a solution, we’re experiencing the same issue. Timing is also the same.

Answer 1

Joan Hua-MSFT 5,300 Microsoft External Staff

Hi @Matt Moriarty

Welcome to our forum!

As i know, this issue occurs for one or more of the following reasons:

The user account that's signed in to Outlook isn't a Microsoft 365 subscriber.
The security labels aren't published in the Microsoft Purview compliance portal.
The Outlook version doesn't support the built-in labeling.
The label policy distribution process isn't successful.

Please refer to the article and have a try step-by-step:

User's image Hope it helps!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our [documentation] to enable e-mail notifications if you want to receive the related email notification for this thread.

Matt Moriarty 10 Reputation points

2024-11-07T08:54:23.7766667+00:00

I've run through all these steps and the conclusion I come to is that the new version of outlook does not adequately support the sensitivity labels - but everything works correctly in all other MS applications INCLUDING Outlook Classic.

Additionally, everything worked successfully until late last week (approx. Nov 1)
Lewis Thompson 5 Reputation points

2024-11-07T11:48:01+00:00

Hi, we are seeing the exact same issue across the board within our organisation. This only seems to be an issue in new Outlook and web Outlook. This was working fine last week.
Joan Hua-MSFT 5,300 Reputation points Microsoft External Staff

2024-11-08T09:53:27.3533333+00:00

Hi @Matt Moriarty

Thanks for response.

However, based on my research, the sensitivity labels work fine in both New Outlook and Outlook for Web by going to New Message(open in new window)>...>Sensitivity.Please clear the cache of the web or change the browser for Outlook for Web, uninstall and reinstall New Outlook to check if the problem persists. If it persists, It is recommended that you check whether the function is accidentally disabled according to the article. Hope it helps.
Matt Moriarty 10 Reputation points

2024-11-11T16:42:40.81+00:00

Hi Joan,

The Labels and policy is set correctly as specified in your document above.

For clarity, this is what our users see when using New Outlook:

And this is what we see when performing the same activity using outlook classic:

This is happening for all our users and ONLY in New outlook and outlook for web. Also, this is not happening in any other MS product - word, powerpoint and excel are all behaving as expected.

Any other ideas?
Joan Hua-MSFT 5,300 Reputation points Microsoft External Staff

2024-11-13T07:39:44.1733333+00:00
Hi @Matt Moriarty

Thanks for patience.

Here are some other methods you may refer to:

Check Licensing: Ensure that all affected users have the appropriate licenses assigned. Sensitivity labels require specific licenses like Microsoft 365 E3 or E5.

Update Office: Make sure all users are running the latest version of Office. Sometimes, updates can fix these kinds of issues.

Check Registry Settings:

Ensure that the registry settings for built-in labeling are correct. On the affected machines, check the following registry subkeys: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Security\Labels HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\16.0\Common\Security\Labels

If the UseOfficeForLabelling value is set to 0, change it to 1 to enable built-in labeling

Reset Built-in Labeling: You can reset the built-in labeling by renaming the CLP folder:

Exit Outlook and all other Office apps.

Navigate to %localappdata%\Microsoft\Office\CLP.

Rename the CLP folder (e.g., to CLP_old).

Restart Outlook to re-download the labels and policies

Hope it helps.
Joan Hua-MSFT 5,300 Reputation points Microsoft External Staff

2024-11-15T02:55:59.0133333+00:00

Hi @Matt Moriarty

Just checking in to see if above information was helpful. If it is useful, would you mind marking the helpful post as an answer? Which would benefit others who also has similar issues in forum.

Warm thanks！

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Applying sensitivity labels in Microsoft Outlook Version 1.2024.1023.300 doesnt seem to work

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