I've been facing a frustrating issue since Monday where some of our users can't open Purview encrypted emails from external senders in Classic Outlook. After double-clicking to open the email, Outlook freezes for about five minutes showing "Configuring your computer for Information Rights Management..." This has never happened before with these emails, so it's quite puzzling. We're using Exchange Online with Microsoft 365 Business Standard.
Interestingly, opening these emails in the web version or the new Outlook works fine, but that's just a workaround. I even reached out to the IT department from the external sender's side, and while they tested with some emails to me, they didn't face issues when another external user received the email. They assured me their setup hasn't changed.
I've attempted a bunch of solutions—like updating Classic Outlook, creating new profiles, repairing Office online, clearing the cache, messing with registry settings, and even testing from a different network. Nothing seems to fix the problem. It's possible that a recent Outlook update is affecting encryption for certain versions, but I haven't seen any reports about this. Has anyone dealt with similar issues or have suggestions for fixes? I feel like I've exhausted my options.
2 Answers
You might want to check the COM add-ins. Only keep the ones you absolutely need since third-party add-ins are known for causing issues. Sometimes, just disabling them can help with hangs like this.
I'm also struggling with the same issue since yesterday, and it's really baffling! If you find a solution, please share because I could really use the help too!
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