Issue accessing Office 365 encrypted email using Office 2016

[Guest Guest]

We currently have Office 2016 on our PCs and use Office 365. When attempting to access Office 365 encrypted documents via Word 2016 we get the error "You do not have credentials that allow you to open this document. You can request updated permissions from [email protected]"

 

The email address shown within the error is the email address of the user who is attempting to access the document.

 

Has anyone else come across this? If so how did you resolve it?

 

Any help is greatly appreciated

[3s-gtech]

Is the user actually signed into Word 2016 with their Office 365 credentials?

[Guest Guest]

Is the user actually signed into Word 2016 with their Office 365 credentials?

Yeah they are, that seemed to resolve it for my account but doesn't seem to work for everyone

[3s-gtech]

Yeah they are, that seemed to resolve it for my account but doesn't seem to work for everyone

 

Do you use Exchange Online for email? If so, does the document load in the browser okay?

[Guest Guest]

We do and yeah they open fine,it's just when accessing via desktop office

[3s-gtech]

We do and yeah they open fine,it's just when accessing via desktop office

 

Wow, that’s really strange then! Is it possible to test with an install of Office 2019? (I fully understand what a massive pain 2019 is to deploy initially!)

[free780]

Why not use Office 365 Proplus? The monthly updates mean the desktop software should keep in strep with chnages.

[3s-gtech]

Only that the Click 2 Run and licensing is rather more arduous, especially on shared devices. But if your infrastructure works okay with it, an O365 install may be the logical step up from 2016.

[Guest Guest]

Upgrading to 2019 seems to resolve the issue. We'll be going 2019 and not 365 as the licensing is do much easier to deal with