How to troubleshoot Information Rights Management in Outlook

Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
256986 Description of the Microsoft Windows registry

Summary

This article describes how to troubleshoot problems that may occur when you use and install Information Rights Management (IRM) with Microsoft Office Outlook 2003 or with Microsoft Office Outlook 2007.

To use IRM with Outlook 2003 or with Outlook 2007, you must install the Microsoft Windows Rights Management client. To download and install the Microsoft Windows Rights Management client, visit the following Microsoft Web site:

More Information

If you cannot assign permissions to an e-mail message or if you cannot view e-mail messages that use IRM, use one of the following troubleshooting methods to help you to identify and to resolve issues with the IRM when it is used with Outlook.

Note These methods apply only to people who are enrolled with the Microsoft .NET Passport IRM service. If your organization is managing its own IRM servers, contact your system administrator.

Method 1: Turn off (disable) the "Use a proxy server for your LAN" option

Sometimes a proxy server may interfere with IRM. To turn off a proxy server for troubleshooting purposes, follow these steps:
  1. Start Microsoft Internet Explorer.
  2. On the Tools menu, click Internet Options.
  3. On the Connections tab, click LAN Settings.
  4. Click to clear the Use a proxy server for your LAN check box.
  5. Click OK two times.
Test the IRM functionality in Outlook with this option turned off. If the problem is not resolved, go to the next method.

Method 2: Turn off the "Automatically detect settings" option

Sometimes the Automatically detect settings option may interfere with IRM. To turn off the Automatically detect settings option for troubleshooting purposes, follow these steps:
  1. Start Internet Explorer.
  2. On the Tools menu, click Internet Options.
  3. On the Connections tab, click LAN Settings.
  4. Click to clear the Automatically detect settings check box.
  5. Click OK two times.
Test the IRM functionality in Outlook with the
Automatically detect settings option turned off. If the problem is not resolved, go to the next method.

Method 3: Configure Internet Explorer to accept cookies

If Internet Explorer is not configured to accept cookies, this setting may interfere with IRM. To permit Internet Explorer to accept cookies, follow these steps:
  1. Start Internet Explorer.
  2. On the Tools, click Internet Options.
  3. On the Privacy tab, move the
    Security level for this zone slider down to a setting that is below High.
  4. Click OK.
Test the IRM functionality in Outlook with this setting changed. If the problem is not resolved, go to the next method.

Method 4: Clear your cookies

Sometimes certain cookies may interfere with IRM. As a troubleshooting step, remove your cookies. To do this, follow these steps:
  1. Create a folder on your desktop.
  2. Locate the folder that contains your cookies. The default folder location is
    C:\Documents and Settings\username\Cookies
    where username is your Microsoft Windows user account.
  3. Select all the cookie files, and then move them to the folder that you created on your desktop in step 1.
  4. Test the IRM functionality in Outlook after you clear your cookies cache.
  5. Copy the cookie files from the folder that is on your desktop back to their original location. If prompted to replace an existing file, click No.
If the problem is not resolved, go to the next method.

Method 5: Install updates for Microsoft Windows or for Internet Explorer

To install any updates that you require, visit the following Microsoft Web site, and then scan for updates:Test the IRM functionality in Outlook with the new updates installed. If the problem is not resolved, go to the next method.

Method 6: Test your .NET Passport

To make sure that .NET Passport authentication is working, follow these steps:
  1. Visit a Web site that uses .NET Passport authentication. You can use one of the following two Web sites that use .NET Passport authentication:
  2. Sign in to your .NET Passport account.
If the problem is not resolved, go to the next method.

Method 7: Check the registry keys for IRM

The registry keys determine the server location for IRM certification and activation. To check these registry keys, follow these steps.

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
  1. Start Regedit.exe.
  2. Iif you are running Outlook 2003, select the following subkey:
    HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Common\DRM

    If you are running Outlook 2007, select the following subkey:
    HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Common\DRM

  3. On the File menu, click
    Export.
  4. Type a file name in the File name box, and then click Save.
  5. If you are running Outlook 2003, add the following entry:
    : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\11.0\Common\DRM\CloudCertificationServer
    If you are running Outlook 2007, add the following entry:
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\12.0\Common\DRM\CloudCertificationServer
  6. In the new entry, add the string valuehttps://certification.drm.microsoft.com/certification.
  7. If you are running Outlook 2003, add the following entry:
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\11.0\Common\DRM\ActivationServer
    If you are running Outlook 2007, add the following entry:
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\12.0\Common\DRM\ActivationServer
  8. In the new entry, add the following string valuehttps://activation.drm.microsoft.com/activation.
  9. Exit Regedit.exe.

Method 8: Clear your password cache

To clear your password cache, follow these steps:
  1. Click Start, and then click
    Control Panel.
  2. Double-click User Accounts.
  3. If your user account is in the Administrator group, follow these steps:
    1. On the Advanced tab, click
      Manage Passwords.
    2. Remove any .NET Passport-related entries.
    3. Click Close, and then click
      OK.
    If your user account is not a member of the Administrator group, follow these steps:
    1. Click Manage my network passwords.
    2. Remove any Passport-related entries.
    3. Click Close, and then close
      User Accounts.

Method 9: Test the IRM functions in different Microsoft Office programs

Use one of the following programs to try to apply permissions to another type of data outside Outlook:
  • Microsoft Office Excel 2007
  • Microsoft Office Excel 2003
  • Microsoft Office PowerPoint 2007
  • Microsoft Office PowerPoint 2003
  • Microsoft Office Word 2007
  • Microsoft Office Word 2003
If you cannot apply IRM permissions for any one of the IRM support Office programs, the problem that you are experiencing is not unique to Outlook. If the problem is unique to Outlook, create a new profile to test if there is a problem with the existing profile.

Error: The .NET Passport service is currently unavailable

If you receive the "The .NET Passport service is currently unavailable" error message when you try to log on to your .NET Passport, follow these troubleshooting steps:
  1. Bring up the Web page dialog box that displays the error message.
  2. On the Internet Explorer status bar, double-click the
    Privacy Report icon.
  3. Select one of the items in the list that begins with
    https://certification.drm.microsoft.com/GICUI/MAINFRAME.ASPX?did, and then click Summary.
  4. Click Always allow this site to use cookies, and then click OK.
  5. Click Close, and then restart Internet Explorer.

Method 10: Determine whether you are running software that conflicts with IRM

You may be using software that conflicts with IRM. The following symptoms are associated with software conflicts:
  • You receive an error message that is similar to the following error message:
    Can’t verify user information.
  • You receive an error message that is similar to the following error message:
    There is a problem with the Windows Rights Management manifests. Click detect and repair in the help menu.
  • Office 2003 or Office 2007 programs unexpectedly close.
The following software programs are known to conflict with IRM:

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.


Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
Proprietà

ID articolo: 831401 - Ultima revisione: 31 lug 2012 - Revisione: 1

Feedback