About the time when the problem that the attached encrypted zip of Outlook for Android cannot be decompressed can be dealt with

Question

From around April 2021, the number of inquiries from our customers has increased rapidly. The users are unable to decompress the attached encrypted Zip file in Outlook on Android devices. Previously, if the attached Zip is clicked, it leads to a third-party unzip app using which the files can be viewed or shared.
But now that function is not working. The files could not be shared or saved it to OneDrive too.
This issue had been reported to Microsoft Support. For the customers who have contacted Microsoft directly, the technical team of Microsoft had responded that they would consider a fix for the problem.
But its more than a month now, and the problem hasn't been fixed yet.
Customers are asking us about the progress and resolution to the problem.
Companies using Intune are the one most affected by this issue. They are in great trouble if the compressed organizational data sent to mobile could not be opened safely.
Please tell us know the progress of the countermeasures.

Answer 1

Insight about us and our problem

Previously the compressed files cannot be opened from the outlook in android/IOS phones.
In 2016 Microsoft Office 365 sales team requested us to develop an 3rd party app for opening the compressed files.
Now the sales team is currently not in contact, hence we couldn’t report this problem via a proper channel.
So we are the owner of the app responsible to open the compressed files.
Our app is listed as an partner productivity app to support the core Intune App Protection Policy settings in Microsoft Intune protected apps.
Now there are more than 1 Lakh customers with our app.

These are some of the comments we receive without understanding about Intune and Microsoft .

1.Can outlook app open ZIP files by itself

Till the current outlook version 4.2127.3, Microsoft outlook does not open the compressed files.
Outlook handles files to Ondrive/Sharepoint/Third-party(Our App)

2.Suggesting customers to save it to local

According to the intune policy of Microsoft, the enterprises can choose to allow their users to allow/disallow the organizational data to Local/OneDrive/SharePoint. Our customer base is mostly based on Japan and all the Japanese organization restrict data to be saved in local. So suggesting to save in local is an severe intune policy violation according to Microsoft and the customers. Please check the attached screen shot for your reference.

3.Problem might be in ZIP file.

The same password protected ZIP file is opening until outlook 4.2041.3 version but not in the current version 4.2127.3. So according to our understanding it is a bug in Microsoft rather than ZIP file as It is working fine even if you downgrade your Outlook now.

4.Letting our customers not to use ZIP

There are 1 Lakh customers invested in our app. Having problem with the Microsoft app and telling the customers to save in local would be a strong Intune violation. Also ZIP is a widely used app for compressing and sharing files in Japan. The customers are receiving emails out of their organization too. Informing 1 lakh customers and their customers(unknown) who are all sending mails to our customers about not to send a zip file is practically not possible

5.Contact the mobile Support team

For more then a month we have been reporting this problem, but all tickets are closed without further information.

6.Support Phone numbers

It is automatic voice which advice to try contacting online support.

Any valid contact to Technical support team would be appreciated.

Answer 2

Adding additional replies...

Microsoft product mobile support team, asks to raise it as a new feature, instead of a calling it a bug.

Is it right to call it as a new feature for a feature which was working fine already. If in future, if the send button doesn't work suddenly and if we raise a concern for it. Will we be asked to add it in the feedback section to consider as a new feature and wait till the feature is discussed internally and sanctioned and implemented.

ZIP is a most commonly used app in countries like Japan. Hence the impact is for a particular region people, it is being neglected.

Till outlook 4.2041.3 version this function was included. If we downgrade to this version and try to open the same ZIP file it will be opened. In this current version of Outlook if we open password encrypted ZIP file it gives an error saying "can't open folder looks like this may be encrypted". But in the previous mentioned version of you open a password encrypted ZIP file it says choose an app to open if you have a 3rd party app to open zip file or it says you don't have any apps installed to open.

Till outlook 4.2041.3 version, when a compressed file is clicked a dialog box opens like the pic attached.

Answer 3

Adding additional replies...

Microsoft product outlook mobile support team, asks to Reproduction Video for previous Outlook Version

Here, I have attached the following url link for previous outlook version(4.2041.3) working evidence video (Reproduction).
And also attached not working current outlook version(4.2129.1) video.

https://archxtract.cegb.co.jp/en/news-sub-content-2/

I hope better to understand this issue.

Answer 4

Hello All

We are happy to inform you that, the issue is resolved after 3 months of struggles.
Finally Microsoft has made corrections to adhere Microsoft Intune policy!

Microsoft Intune support team was of great help in resolving this issue.

We are so much thankful for the persons who had helped or given any piece of lead which drove us to the right path.

Now we are able to access all the encrypted files from Outlook for Android without any issues.

Thank you