cant open encrypted email

Question

a customer has recently starting working with another company and whenever that company sends emails with attachments, they automatically encrypt them.

Apparently the emails should just automatically get decrypted when you open them in outlook however the user gets the following error - 

"sorry something went wrong opening information rights management protect content. Unspecified error"

The email DOES open successfully in the 365 portal, however when downloading the attachments and trying to open in Office it says the user your logged in with does not have permission and that the permissions need updating by the sender.

The sender is adamant that they send all their attachment emails to lots of other people like this and no one else has any problem. The issue effects her colleagues in the same building on different computers.

Also when I log into the portal and Office as her on my own computer (different network) I get the same messages she does.

Is this an issue with the recipients computers (is there some IRM thing to install/configure?) or is it the senders issue? If so, why would it not be effecting anyone else they email?

Answer 1

Hi there,

Do you recevied error message like below?

You do not have credentials that allow you to open this document. You can request update permission from ******@domain.com

If yes, this is sender side issue. If the document or workbook that has restricted permission is forwarded to an unauthorized person, a message appears with the author's e-mail address or Web site address so that the individual can request permission for the document, workbook, or presentation.

If the author chooses not to include an recipient e-mail address, unauthorized users get this error message.

Check details under Restrict permission to content in files https://support.office.com/en-us/article/information-rights-management-in-office-c7a70797-6b1e-493f-acf7-92a39b85e30c

You should ask sender/Authors to change the restrict permission for documents or workbooks. Sender/Authors can use the Permission dialog box to give users Read and Change access, and to set expiration dates for content.

Thanks,

Answer 2

hello, sorry I was called out of the office last week. - Yes that is the error message they get. Thank you for confirming its a sender issue.

Answer 3

Hi AM_780,

I'm writing to follow up on this thread. Have you referred to the information above provided by "Jame Hulme"?

If you have any further question, please do not hesitate to contact us.

Best regards,

Shyamal

Answer 4

the link says this - 

Download permissions

The first time that you try to open a document, workbook, or presentation with restricted permission, you must connect to a licensing server to verify your credentials and to download a use license. The use license defines the level of access that you have to a file. This process is required for each file that has restricted permission. In other words, content with restricted permission cannot be opened without a use license. Downloading permissions requires that Office send your credentials, which includes your e-mail address, and information about your permission rights to the licensing server. Information contained in the document, workbook, or presentation is not sent to the licensing server.

whats the licensing server and how do i connect to it ?

I installed Rights Management Service Client 2.1 and tried to open teh doc again and i just got the exact same message about not having the credentials

Answer 5

Hi there,

Yes, you have to configure your computer to use IRM- 

https://support.office.com/en-us/article/information-rights-management-in-office-c7a70797-6b1e-493f-acf7-92a39b85e30c

Hope this may help you!