Outlook: Encrypt option missing from Options in new email window

Question

User at one of my customers is all of a sudden missing Encrypt from the Options tab when in a new message window.
She uses Encryption multiple times a day, and last week Encrypt disappeared from Options.
Software: Microsoft 365 Apps for enterprise - en-us

Microsoft 365 license: Microsoft 365 E3. All license options selected except for "Mobile Device Managment for Office 365"
She has a laptop and a desktop. Issue is on desktop. Laptop still has Encrypt in Options.

• Tried adding Encrypt to Options in the Main Tab of the Ribbon configuration. The Encrypt shows up, but it's empty. Even though in the Customize the Ribbon window is showed Encrypt and Sign as components inside the Encrypt group.
  
• Quick repair, long repair, even uninstall, restart, and install of Microsoft 365 Apps for enterprise - en-us didn't help.
• Renaming %localappdata%\Microsoft\Outlook and rebuilding Outlook profile didn't help.
• Creating new Outlook profile didn't help.
• Signed into desktop as different user (domain admin) and signed into Office and Outlook as user. Encrypt is still missing from Options.
• This morning, now the laptop doesn't have Encrypt in Options either.
• A couple of her co-workers still have Encrypt in Options, but she discovered Encrypt disappeared for one other co-worker as well.
• With the new message window open, they can both click on the File menu and then click Encrypt and Encrypt-Only to send encrypted email.
  

Thank you,

Jim

Answer 1

Dear Jim-Old

Good day! Thanks for posting in the Microsoft Community. We'll be happy to help!

First of all, we regret for the inconvenience caused to your work. Based on your description, I have a general understanding of your question, thank you very much for your precious time and for sharing in such detail, given that this issue you mentioned is still not solved after trying almost all the basic ways to fix the outlook client, and you have also checked the account login of the administrator and the same error is also occurring, and it seems that more than one user has encountered this error, if this is the case then to help you better and no longer waste more of your time, since our forums lack relevant permissions and tools, in order to better help you and not waste more of your time, please kindly try to create a service ticket in the Microsoft 365 admin center****to support > service requests through navigation, as they have more access permissions than on this forum, and professional engineers will further help you.

Note: if you are not using admin account, please kindly ask admin within your organization for help. If you are not sure who is admin, please kindly refer to: How do I find my Microsoft 365 admin? - Microsoft Support

Thank you in advance for your understanding. Your patience and cooperation will be highly appreciated. I hope for all the best!

Sincerely

Kerry Chen | Community Moderator