One-time pass code generates after 15minutes and cannot open encrypted email

Question

We have been receiving encrypted emails from other providers through Microsoft 365 for years. Lately, when we go to get a one-time pass code generated it does not arrive for 28+ minutes. Then it renders the code useless. We do this multiple times throughout the work day with the same result. Every once in a while we get lucky and get the pass code under 15 minutes. Is there something we can do to rectify this issue? We sit and wait without leaving the computer so that we ensure we do not miss when it is sent. This is starting to impact our productivity since we are waiting and can not access important patient documents. Any help with this would be appreciated.

Jamie

Answer 1

Hi, Dr. Andler

Thanks for posting in our community.

According to your description, the issue of your concern that one-time pass code not working correctly for the encrypted email.

First, could you please tell us whether you're using O365 for business subscription or not?

Supposed you're using O365 for business account, please be kindly to have a check on your OWA - Outlook Web App to see if there's a same issue or not.

If the issue only happened on your desktop client, please give an attempt for Create an Outlook profile and see if it make any differences.

In addition, please update your Outlook desktop client into the latest version and share it with us for further help.

Hope it works, and please feel free to contact us if there's an update.

Kind Regards,

Zed

Answer 2

Hi, Dr. Andler

We would like to know if there's an update from you.

Kind Regards,

Zed