Microsoft Sensitivity labels applied to specific user however, disabled in tenant

Question

Hi,

I am rather stumped and am hoping someone may have answer here.

Scenario:

A user in our organisation has been provided with guest access to an external company to their SharePoint, this particular company has Sensitivity Labels enabled on their tenant as a 'Global' setting.

We have noticed that one user now has Sensitivity Labels across all her office products enabled but, it is disabled in our tenant, meaning that we have zero control over it. In addition, it is preventing our user save documents and at times files getting encrypted.

I have uninstalled office, reinstalled, played around with various registry settings etc. Just to name a few.

In saying the above I did notice some connecting behaviour which is:

• If I select 'Learn more', it takes the user to OWA however, it prompts for the guest tenant MFA Access and not our own tenant which makes me think that the guest access has applied some settings/ configuration and defaulting to the guest access tenant thus forcing sensitivity labels on the users machine.

Has anyone encountered the above?

I am leaning towards account settings right now trying to identify the root cause but so far no luck!

Answer 1

Dear AngusD18,

Thank you for posting your query in our community.

Your question is about Microsoft Sensitivity labels applied to a specific user, however, disabled in tenant.

Apologies for the inconvenience caused and please don’t worry, let’s work together on your concern and move towards a resolution path.

I understand your concern and I would like to convey that I have tested the behavior at my end in the different browsers, and different scenarios where I am not able to reproduce the similar problem as described.

This issue happens when auto sign in to a guest account in OWA due to browser credential cache. Kindly try clearing the browser cache, restart the browser, and sign in to your tenant account.

• Clear browser cache and cookies you may refer to this article.

1. For Microsoft Edge click here How to Manage and Clear Your Cache and Cookies - Microsoft
2. Google Chrome click here Clear cache & cookies - Computer - Google Account Help

• after performing the clear cache and cookies please close the browser
• For office clients, please remove the user credentials and resign into your tenant account in this way.

a, click the top right corner user profile picture and sign out all the accounts one by one.

b, close the client, and remove the credential cache from the path.

1, C:\Users\your user name \AppData\Local\Microsoft\OneAuth

2, C:\Users\your user name \AppData\Local\Microsoft\IdentityCache

3,C:\Users\your user name \AppData\Local\Microsoft\Office\16.0\OfficeFileCache

• remove it from registry as well.

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity

Account cache: Control Panel\User Accounts\Credential Manager, please remove all related and "Office" related accounts.

open browser, visit your SharePoint root site, https://<yourdomain>.sharepoint.com, open any file in it from OWA, make sure it is your tenant account and then click edit in desktop app, sign in and check if it turns normal.

Appreciate your patience and understanding. Have a great day!!

Best regards,

Answer 2

Thank you for your response, it looks like we have resolved it by removing the Windows credentials and regkey's for now.