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Troubleshooting in RMS

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After a long time, I am getting some time to post on how to Troubleshoot RMS. You can use this as pointers in troubleshooting RMS…..

In case you have deployed RMS Server, and RMS clients are deployed on the Workstations, desktops & laptops and you are encountering following issues -

  • When opening the rights protected document or creating a rights protected document, RMS displays ”Verifying your credentials….” for long time and then opens up dialog box to register to RMS using Windows live account.

Cause: Error is caused due to RMS client not being able to get the RMS Server details when querying AD, or unable to resolve DNS of RMS Server after querying AD.

Resolution: Using nslookup tool verify yourselves that DNS resolution for RMS Server happens from client machine. If not, you know what to fix :)

If resolution is happening, try pining the RMS server and see the connectivity.

  • Always use IE and key in the RMS server details to check if RMS web service is available -

https://<intranet net or extranet pipeline>/_wmcs/licensing/license.asmx

https://<intranet net or extranet pipeline>/_wmcs/certification/certification.asmx

if you are not able to browse to the pipelines then RMS client would also not be able to connect.

  • Error: Cannot use this feature without credentials

Usually, this issue occurs the user’s account in Active Directory does not have an e-mail attribute value populated or when the user abruptly cancels the request during the silent certification process.

Check AD for email address attribute population or check event viewer application logs on RMS Server in case of any server related issues.

  • For easy troubleshooting on client side, always run IRMcheck utility. This gives indications as to where the error might be occurring. Latest version of IRMcheck available on following link -

www.joectzn.com\irmcheck.zip

 

  • Outlook unable to create message without any permissions.

Using IE verify if you are able to access the license and certification.asmx for intranet & extranet pipelines. Run IRMcheck utility to get more details.

  • Error: Problem occurred while contacting the restricted permission service. Please try again later or contact your administrator for more details.

This occurs when you are attempting 1) RMS Server is being access via Proxy server or 2) expired RAC is submitted by client to RMS server.

Run IRMcheck and verify for any expired or invalid certificates….also check on bypassing the RMS Server via proxy by editing the connections options in IE or browser.

These are some of the tips that can be used to troubleshoot RMS…

Comments

  • Anonymous
    September 26, 2013
    Link to IRMcheck tools doesn't work ((

  • Anonymous
    September 14, 2015
    If Office cannot connect to RMS server, check the followings,

    1- Add AD RMS cluster URL in "Local Intranet Zone" in Internet Explorer. It requires Windows integrated authentication to work properly.

    2- If you are using proxy, check " bypass proxy for local addresses " in Internet Explorer.

    3- If you still have the problem, add your certificate authority URL to "Local Intranet Zone" too. Alternatively, Uncheck, " Check for server certificate revocation" and " Check for publisher's certificate revocation" in Internet Explorer Settings, Advanced, Security section.

    Hope it helps.