I'm working in health benefits management, and I've been dealing with a frustrating issue regarding sending encrypted emails through Purview. It feels like a game of chance—sometimes the recipients can open the emails without a hitch, while other times they're locked out, especially when it's a shared mailbox like [email protected]. They often claim there's no One Time Password link available, but I can't confirm anything since they rarely provide decent screenshots.
We've been in discussions with both our Managed Service Provider and Microsoft support, and they've both told us it's a problem on the recipient's end. That's nice, but when you have large companies that won't take responsibility, it leaves us with frustrated customers.
I'm hoping to hear from others who have faced similar issues. Are there any alternative solutions or workarounds you've implemented to deal with these encryption problems? We've thought about reverting to Zix, but Purview is supposed to work well and is part of our package. Using other secure messaging systems tends to get pricey as well. Occasionally, we write our messages in a password-protected Word doc and share a timed link, but this isn't very user-friendly. By the way, my organization is based in the U.S., which might be relevant to your suggestions. Would love to hear your thoughts!
3 Answers
You've got a good point about the encrypted emails sometimes not working because the recipient doesn't 'exist' in your sending tenant. I’ve found that switching to New Outlook or tweaking the Conditional Access policy on the sending tenant can help solve this—though that does require MFA. It’s a little odd, but it has worked for me in the past!
I've had similar struggles with Purview too. Sometimes it just won't let you view encrypted emails from certain users, and honestly, that's frustrating. Have you considered switching to Seppmail? Just a heads up, their mail flow can be a bit of a hassle, though.
We're using Zix, AppRiver, and the email encryption from Intermedia, and honestly, I can't recall anyone having issues retrieving their encrypted messages. My tip for troubleshooting would be to check what mail and spam filtering services the recipient domain is using. Some of those services can actually strip out links from threads, which could be part of what's causing the disruption.
That makes a lot of sense. I suspect their filtering might be causing issues as well, especially since we've noticed problems with a particular product, although I can't recall its name right now. We've experienced it with just Purview too.
That’s interesting! I’ve thought about trying New Outlook, but it’s not my favorite either. If it helps with the encryption issue, I might just have to enforce it for everyone. I'll check out the CA policy too; it seems worth investigating.