Recipients can't open encrypted emails - Wrong domain in URL

@Josh Weigner

Welcome to Microsoft Q&A platform and thanks for posting your query here.

It seems like you're experiencing an issue with encrypted emails where the recipient is unable to open them due to a domain mismatch in the URL. This can be particularly challenging when dealing with encrypted communications, as the underlying mechanisms can be complex.

Please consider checking the following steps that help in troubleshooting the issue do confirm us after checking.

1. Check Email Configuration: Ensure that the email configuration for the sender's domain (contoso.com) is set up correctly for sending encrypted emails. This includes checking the settings for encryption protocols and any related policies.
2. Review Encryption Settings: Verify that the encryption settings for both the sender and recipient domains are compatible. Different email providers may have varying requirements for encryption.
3. Clear Cache and Cookies: Sometimes, browser cache or cookies can cause issues with opening encrypted emails. Ask the recipients to clear their browser cache and cookies or try accessing the email in a different browser or incognito mode.
4. Update Email Clients: Ensure that both the sender and recipient are using the latest version of their email clients. Outdated software can sometimes lead to compatibility issues.
5. Test with Different Recipients: Try sending encrypted emails to different recipients within the same domain (xyzcompany.com) and to recipients from other domains to see if the issue persists. This can help identify if the problem is specific to certain domains or recipients.
6. Check for Email Forwarding: If the recipient's email is being forwarded from another address, it may cause issues with the encryption. Ensure that the recipient is accessing the email directly from their inbox.
7. Monitor for Patterns: Keep track of any patterns in the issue, such as specific domains or types of emails that consistently cause problems. This information can be valuable for troubleshooting.

please refer ;https://learn.microsoft.com/en-us/outlook/troubleshoot/security/external-recipient-can%27t-open-encrypted-email#solution

I hope the above steps will resolve the issue, please do let us know if issue persists. Thank you

We have tried all of this troubleshooting. The issue is something on the backend that Microsoft needs to resolve. The pattern is, when our user sends an encrypted email, the tenant domain in the "Read Message" button of the email is the tenant domain of the last organization that said user received an encrypted email. If said user sends the same encrypted email a second time, the URL containts the correct tenant domain. This is not anything our configuration could cause or solve.

Thank you for response. We've already perform all of the basic troubleshooting. The issue is something on the backend that Microsoft needs to fix. Regarding point #5, the issue occurs with many recipients at multiple organizations, and with many of our users. The pattern is, the tenant domain in the URL of the "Read Message" button in the email appears to always be one behind, which is why the recipients can always retrieve the email when our user resends it.

Hi Josh Weigner ,

This is a known error where product team is already working. I will keep you posted about the update. Thankyou