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BennettSeithContractor-9703 avatar image
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BennettSeithContractor-9703 asked JadeLiang-MSFT commented

Can't open emails with attachments

I have a customer that sends emails with do not forward, after an Office update (customer doesn't know which one) customer and the receipients are not able to open any of the attachments that were previously sent and current sent attachments. Customer get the Configuring your computer for information Rights Management after a miniute customer gets Sorry, we're having trouble opening this tiem. This could be temporary, but if you see it again you might want to restart Outlook. Cannot read the item.

office-outlook-itpro
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1 Answer

JadeLiang-MSFT avatar image
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JadeLiang-MSFT answered JadeLiang-MSFT commented

Hi @BennettSeithContractor-9703,

What's the specific version of your Outlook client(File>Office account>About Outlook), please first ensure that you have updated to the latest version.
Were the customer and other recipients in a Microsoft 365 organization?

According to my tests on Outlook 365 version 2106 (Build 14131.20278), I could send and open the attachment(.xlsx file ) normally in a message set "do not forward".

customer and the receipients are not able to open any of the attachments that were previously sent and current sent attachments

According to your description, the issue occurred on different client, so in order to further confirm if the issue is related to your client, it's recommended to first log into your web mail and send a new message with do not forward to check if you could open attachment normally there.

If the issue could be reproduced on your web mail, it may be related to your account, it's recommended to contact your mailbox administrator to check the relevant IRM configurations.
If the issue occurred on your Outlook client only, considering the issue occurred recently, have you performed any specific operations except update the Office(such as install any programs or others)?

In order to further confirm your issue, please provide us with more information about your issues.


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Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi @BennettSeithContractor-9703 ,

Have you checked the information as I mentioned above? And does your issue have any update now?

I'm still researching for your issues and found a similar known issue about your case, it mentioned "In some cases, Outlook may be unable to open a message sent from a user in a different Microsoft 365 organization if the message has been protected with Information Rights Management.", please kindly check if it's related to your issues, if so, it's recommended to check your client version and update it to test if it has any differences after that.

If you still need further assistance, please provide us with more information about your issues.


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Were the customer and other recipients in a Microsoft 365 organization? Yes
Customer isn't able to open his email that he marked as do not forward in client or OWA.

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JadeLiang-MSFT avatar image JadeLiang-MSFT BennettSeithContractor-9703 ·

Hi @BennettSeithContractor-9703 ,

Thanks for your reply, I have tried to test with same version of your client but I still could open the message with "Do not forward".

Also, according to your description, I understand that the customer couldn't open the message both in outlook client and owa, is it right? If so, as I mentioned above, it may be related to the mailbox instead of Outlook desktop client, due to here we mainly focus on general issues about Outlook desktop client, it's recommended to contact your mailbox administrator to check. If that's not your case, please feel free to post back.

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