Unable to open Encrypted e-mail in Office 365

Posted on 2014-03-20
Medium Priority
Last Modified: 2014-04-16
Microsoft recently updated their Exchange Hosted Encryption. Now they require to you verify your identity by using your organizational account or a Microsoft account. Unfortunately when a specific user of mine tries to open an encrypted e-mail from an outside party they get the following message:

"We can't display your message right now. Something went wrong and your encrypted message couldn't be opened. To view this message follow the instructions in the original e-mail message and try again."

I tried signing this user in on another computer but got the same problem. I tried giving the user elevated Office 365 access (They are currently a K2 level account, I moved them to E1) but that didn't help. I even tried signing up the user with a Microsoft account which should be completely separate but they still have the problem.

Other users got this same encrypted e-mail and were able to open it with their organization account passwords. It seems that this user is unable to open this or any other encrypted e-mail.

It's hard for me to replicate the issue since the encrypted e-mail has to come from an outside party using the Microsoft Office 365 encryption service. We use it too and I have heard problems from my outside clients getting e-mails from us but nothing with this specific error so far.

Any help would be greatly appreciated.
Question by:Tarkisal
  • 2

Accepted Solution

Tarkisal earned 0 total points
ID: 40004069
Problem solved

Author Closing Comment

ID: 40004072
This problem was apparently due to a Microsoft company wide issue. I don't know what they did to fix it but they told me it was affecting multiple users. Once they said it was fixed it was no longer a problem.

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