Microsoft Purview - User not getting prompt to apply sensitivity label

curious7 151

We have a few users who have stopped getting prompt to apply MS Purview sensitivity labels on emails only in Outlook on IOS and Outlook online. Their windows laptops are fine. We have checked that they are part of the group that the label publishing policy is applied to and had been using the labels earlier successfully until recently. What are the things I can do to troubleshoot this issue?

Harishga 4,640 Reputation points Microsoft Vendor

2024-05-16T14:24:00.4166667+00:00
Hi @curious7
Welcome to Microsoft Q&A platform and thanks for posting your question here.

The issue where only a few users have stopped receiving prompts to apply Microsoft Purview sensitivity labels in Outlook on iOS and Outlook online, while others are unaffected, could be due to several factors.

Here are some troubleshooting steps to help identify and resolve the issue:

Ensure that the Outlook on iOS and Outlook online apps are updated to the latest version. Outdated versions may not support the latest features or policies.

Double-check the sensitivity label configurations in the Microsoft Purview compliance portal to ensure they are correctly set up and published to the users.

Confirm that the affected users have the necessary licenses and are Microsoft 365 subscribers, as this is required for sensitivity labels.

If the device is enrolled in a mobile device management (MDM) solution, there could be policies in place that restrict the use of sensitivity labels in Outlook on iOS.

Use PowerShell to verify that the label policy distribution is successful. You can run the cmdlet Get-labelpolicy -identity "Label_policy_name" | fl to check the distribution status.

For Outlook on iOS, check if there are any client-side issues that could be preventing the labels from appearing. This could involve looking at device-specific settings or restrictions.

Review the known issues with sensitivity labels in Office apps. For Outlook on iOS and online, the mailbox must be hosted in Exchange Online, as sensitivity labels aren’t supported for mailboxes that are hosted on-premises.

Reference:
https://learn.microsoft.com/en-us/microsoft-365/troubleshoot/sensitivity-labels/sensitivity-labels-missing

https://m365admin.handsontek.net/outlook-mandatory-labeling-pre-compose-for-ios-2/

https://support.microsoft.com/en-us/office/known-issues-with-sensitivity-labels-in-office-b169d687-2bbd-4e21-a440-7da1b2743edc

I hope this information helps you. Let me know if you have any further questions or concerns.
Harishga 4,640 Reputation points Microsoft Vendor

2024-05-17T06:10:25.05+00:00

@curious7
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
curious7 151 Reputation points

2024-05-19T12:04:49.59+00:00

Hi Harishga

Outlook on IOS is on version 4.24.18.0, which is quite recent. Sensitivity label policy is definitely applied to the user. Infact we have added user directly to the policy as well now. The user has E5 license. I have used PowerShell to verify that the policy distribution status shows as successful. User mailbox is in Exchange online.

I got the user to test with Outlook online on their windows laptop and they were successfully prompted to label a unlabeled email as expected. But Outlook online and Outlook on IOS do not prompt to label the email. So the issue is isolated to IOS devices.

I noticed that you mentioned "If the device is enrolled in a mobile device management (MDM) solution, there could be policies in place that restrict the use of sensitivity labels in Outlook on iOS". What type of policies I should be looking for?

Also, you mentioned - "For Outlook on iOS, check if there are any client-side issues that could be preventing the labels from appearing. This could involve looking at device-specific settings or restrictions.". What type of client side issues that can cause this.

What else could we troubleshoot considering that issue is only happening on IOS device.
Harishga 4,640 Reputation points Microsoft Vendor

2024-05-20T09:25:13.4433333+00:00
Hi @curious7

For the MDM policies that could restrict the use of sensitivity labels in Outlook on iOS, you should review:

App Configuration Policies: These may specify how the Outlook app should behave, including the handling of sensitivity labels.

Data Protection Policies: These can limit how data is shared between apps, which might affect the functionality of sensitivity labels.

Conditional Access Policies: These enforce certain conditions to be met before accessing corporate data, which could include the application of sensitivity labels.

Regarding client-side issues that might prevent sensitivity labels from appearing in Outlook on iOS, consider checking for:

Outdated App Version: The Outlook app should be updated to support sensitivity labels.

Device Restrictions: Device settings might be limiting app features or permissions required for sensitivity labels.

Corrupted App Data: Corrupted data within the app could interfere with its features. Reinstalling Outlook might help.

Reference:
https://petri.com/microsoft-changelog/m365-changelog-outlook-mandatory-labeling-before-composing-emails-for-mobile-users/

I hope this information helps you. Let me know if you have any further questions or concerns.

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Microsoft Purview - User not getting prompt to apply sensitivity label