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Problem with Outlook 2016 encrypted emails not sending out after DLP 11.4 was installed


I recently had DLP deployed to over 60 company computers that utilize Outlook 2016 with digital certificates. DLP successfully installed in all those stations. When employees attempted to reply back to emails with an encrypted email, they receive an "Encryption Problems" box stating, "Microsoft Outlook had problems encrypting this message because the following recipients had missing or invalid certificates, or conflicting or unsupported encryption capabilities."

The issue only started occurring after DLP was installed. Because of this, the only way emails successfully send out via replies was to have the employees disable encryption. However, we do not want to disable encryption as emails contain sensitive data. So the only other option was to uninstall DLP from all the computers. After uninstalling DLP, encryption emails went through without any further issues.

DLP is version 11.4, and I've ensured that the software catalog was up to date. Please let me know if there's a work around for this as I do want DLP installed, but I also want the email encryption to work. Should you require more information, I'll happily provide it. Thank you.

2 Replies
McAfee Employee
McAfee Employee
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Message 2 of 3

Re: Problem with Outlook 2016 encrypted emails not sending out after DLP 11.4 was installed

Hi @Bigattiyan ,

Thank you for writing in here.

This needs an advanced level of troubleshooting by analysing the logs of DLP when this issue occurs.  Kindly open up a service request with McAfee Support for live troubleshooting on this issue.


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Thank you

Jithendran S
McAfee Employee
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Message 3 of 3

Re: Problem with Outlook 2016 encrypted emails not sending out after DLP 11.4 was installed

Any update to how this was resolved. It would be nice if there was a resolution to this. The email section of the windows client configuration doesnt seem to solve this problem. My company's problem is the exact same as problem as op's.

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