Office 365 Message Encryption

Question

When we receive Office 365 encrypted messages to our company email we cannot open them (email isn't Outlook). Below is the describes the process we take to open these messages (Steps 1-6) along with attachments. Also, the email contains an attachment "rpmsg" which we also cannot open. I found that Outlook should open these types of files. However, I cannot open them when using "Open with" then Outlook. Any help you can lend would be much appreciated.

1. We click on Read the message (see pic 001)
2. A box appears Sign in with a One-time passcode and we click on it (see pic 002)
3. A box appears We sent a one-time passcode to the company email address (see pic 003)
4. Email is received with one-time passcode (see pic 004)
5. We enter the One-time passcode in the empty box (see pic 003)
6. We receive a message You don't have permission to view this message (see pic 005)

Answer 1

Dear Christina

Thank you for posting in Microsoft Community.

I understand you have an issue with opening encrypted mail. Before moving forward, we need more detailed information about the situation you are experiencing.

1. What client are you using to try and open the mail?
2. May we confirm how the mail was encrypted? (Transport rules or Using Outlook)

Looking forward to your response.

Sincerely,

Momo Kamboni | Microsoft Community Moderator

Answer 2

Hello Momo,

I'm not sure what you mean when asking what "client" I'm using to open the mail. The company I work for is called "BenefitMall". The encrypted message was sent to **removed for privacy** This is a queue in SalesForce where we receive new business submissions. We're able to retrieve the passcode, copy/paste it into the below box and then we receive the message You don't have permission to view this message. Perhaps it's because it's actually a SalesForce queue (?)

As far as how the email was encrypted, I believe it's an Office 365 Message Encryption. There's an attachment "message_v4.rpmsg" which I'm not able to open. I'm not sure if my answers are helpful in resolving this issue. I do have an open ticket with our Service/IT Dept but haven't received a reply yet. Thank you.

Answer 3

A "client" is a locally installed program for a user's computer (as opposed to server-based software). An e-mail client would be Outlook or Thunderbird, for example.

Which type of e-mail account is this?

Answer 4

Hi Stefan,

I believe the type of email account is a mass message queue generated through SalesForce. SalesForce is a cloud-based software. Perhaps, we aren't able to use the passcodes we receive because of this. Hope this helps and if you need any further info, please let me know.

NOTE: I put a service ticket with our IT Team over a week ago and haven't heard back. Sounds like an unresolvable issue.

Answer 5

Unfortunately, I am not at all familiar with SalesForce.

So no locally installed e-mail program is being used?

Is the problem with Microsoft Exchange e-mails sent to your account(s)?