How to troubleshoot Information Rights Management in Outlook 2003 (831401)


The information in this article applies to:

  • Microsoft Office Outlook 2003
Important This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit 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.

To use IRM with Outlook 2003, 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:

http://www.microsoft.com/downloads/details.aspx?familyid=3115a374-116d-4a6f-beb2-d6eb6fa66eec&displaylang=en

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 2003.

Note These methods only apply 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 you 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 2003 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 2003 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 2003 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 2003 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:

http://windowsupdate.microsoft.com



Test the IRM functionality in Outlook 2003 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:

    http://my.msn.com

    http://www.hotmail.com

  2. Sign in 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 If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.
  1. Start Regedit.exe.
  2. Select the following subkey:

    HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Common\DRM

  3. On the File menu, click Export.
  4. Type a file name in the File name box, and then click Save.
  5. Add the following entry:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\11.0\Common\DRM\CloudCertificationServer

  6. In the new entry, add the string value https://certification.drm.microsoft.com/certification.
  7. Add the following entry:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\11.0\Common\DRM\ActivationServer

  8. In the new entry, add the following string value https://activation.drm.microsoft.com/activation.
  9. Quit 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 2003 programs

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

For more information about how to create a new profile, click Microsoft Outlook Help on the Help menu, type create new profile in the Search for box in the Assistance pane, and then click Start searching to view the topic.

Error: The .NET Passport service is currently unavailable

In 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 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: Verify if 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 programs unexpectedly quit.
The following software programs are known to conflict with IRM:
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Modification Type:MinorLast Reviewed:8/5/2004
Keywords:kbConfig kbhowto kbwindowsinstaller kbtshoot kbinfo KB831401 kbAudEndUser
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