Encryption from Outlook Desktop Classic

Question

We use encryption in outlook desktop via purview (IRM).

User received an email that was encrypted from an external sender. The next time she went to send a new encrypted email the previous encrypted email she received was in the dropdown list on the encryption button. The user then removed the account – from settings accounts. 

Now when the user creates a new email and encrypts it recipients cannot open the email. When looking at the url of the encrypted email she is sending it has the previous senders portal in the URL.

For example we are company abc.com the url fro the encrypted email she is sending is showing as xyz.com

I have cleared credentials I have checked outlook and cannot find why it is doing this. It must be tied directly to outlook as the user can send encrypted email without any issues from outlook on the web.

Answer 1

Hi @Anton Damiano
I'm glad that you were able to resolve your issue and thank you for posting your solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others "I'll repost your solution in case you'd like to accept the answer.
Ask: We use encryption in outlook desktop via purview (IRM).

User received an email that was encrypted from an external sender. The next time she went to send a new encrypted email the previous encrypted email she received was in the dropdown list on the encryption button. The user then removed the account – from settings accounts. 

Now when the user creates a new email and encrypts it recipients cannot open the email. When looking at the url of the encrypted email she is sending it has the previous senders portal in the URL.

For example we are company abc.com the url fro the encrypted email she is sending is showing as xyz.com

I have cleared credentials I have checked outlook and cannot find why it is doing this. It must be tied directly to outlook as the user can send encrypted email without any issues from outlook on the web.

Solution: The issue was resolved by identifying that the internal user had mistakenly combined an encrypted message received from an external sender with her own encrypted message. This mix-up caused her email system to attempt using the external organization's encryption policies. To fix this, the user was guided to separate the two messages and ensure that her email system only applied the correct internal encryption policies for her outgoing message.

If I missed anything please let me know and I'd be happy to add it to my answer, or feel free to comment below with any additional information.

If you have any other questions, please let me know. Thank you again for your time and patience throughout this issue.

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