Error message when trying to open an encrypted email "Sorry, we can't display your message right now"

Question

I keep getting this error message when trying to open an encrypted email "Sorry, we can't display your message right now", what am I doing wrong? The error message tells me to wait five minutes and try again later; I've been trying to open this encrypted email since last week. What are we doing wrong?

Answer 1

Hi,

Thank you for the update. I hope your issue will be resolved soon.

Feel free to reach us anytime if you have any questions.

Best Regards,

Noel

Answer 2

Hi,

Thank you for sharing your question.

I understand how frustrating it is to repeatedly receive the message “Sorry, we can’t display your message right now” when trying to open an encrypted email, especially after trying again for several days. It’s completely reasonable to wonder what went wrong, because this type of error should normally resolve within minutes. According to Microsoft’s documentation, this error often occurs when Outlook Web App or the encrypted‑message platform is unable to properly read the encrypted content due to configuration issues on the sender’s side or because the message format cannot be processed correctly by your Outlook environment. Microsoft specifically notes that this issue can happen when the encryption system relies on certain MIME types that are missing or misconfigured, which prevents the decryption window from loading.  In other cases documented in support communities, encrypted messages fail to open even after repeated attempts because the sender’s encryption system is not generating a usable message payload, meaning there may be nothing you can fix on your end until the sender corrects the issue.

The best way to move toward a resolution is to confirm whether you can open any encrypted messages from other senders, then ask the original sender to resend the message or verify that their encryption settings are correctly configured in Microsoft Purview Message Encryption. If this issue only occurs with messages from that specific sender, the problem is almost certainly on their side, and they may need to reset their encryption policy or resend the content through an alternate secure method.

To help narrow down the cause, may I ask whether you have been able to open encrypted messages from anyone else, or whether this error happens only with this particular email? Please feel free to follow up so I can guide you through the next steps and help ensure you can access the message successfully.

I hope this helps.

 

Best Regards,

Noel

Answer 3

The error message "Sorry, we can't display your message right now" typically occurs when there is an issue with the MIME types associated with the Outlook Web App policy. This can happen even if you are able to send encrypted messages. The likely cause is that the text/html MIME type has been removed or changed in the policy settings.

To resolve this issue, you can reset the MIME types associated with the default Outlook Web App policy to their default values. Here are the steps you can follow:

1. Connect to Exchange Online using remote PowerShell.
2. Run the following commands:

      $owapolicy = Get-OwaMailboxPolicy
   

      Set-OwaMailboxPolicy -AllowedMimeTypes @{remove = "text/html"} -BlockedMimeTypes @{remove = "text/html"} -ForceSaveMimeTypes @{add = "text/html"} -Identity $owapolicy.Identity
   

Please note that it may take up to 30 minutes for the changes to take effect after running these commands.