Office 365 encrypted email issue

[Badaz52]

Hi all,

 

We are using Office 365 encryption for external emails, it is setup to use the latest version of encryption. We use Office 2016 on site. Our users can send emails no problem but if they get a response through the secure link it asks them to sign in. If our users click on the link through cached outlook on their desktops once they sign in they get:

 

Something went wrong

 

We couldn't find a mailbox for this recipient. Either they don't have a mailbox or don't have a licence assigned.

 

If they open the email from OWA in 365 there are no problems it's only when clicking the link through their cached outlook box.

 

It doesn't happen for everyone either so is proving difficult to resolve, I've checked license assignments in Office 365 admin and everything is as it should be.

 

Any ideas?

[Badaz52]

We were able to get to the bottom of this and the fix is a simple as clearing internet history and temp internet files. Users who had used OWA on our on premises exchange who had now been moved to O365 had updated outlook profiles but internet explorer had the old info cached so was looking in the wrong place.

 

I didn't have the issue myself because I use Edge or Chrome but predominant IE users which our staff are have had this problem.