How to troubleshoot Azure Information Protection policy issues

Article
04/12/2024

Most policy issues in Microsoft Azure Information Protection are caused by configuration problems. The articles that are referenced in this troubleshooter can help you configure policies correctly.

Original product version: Azure Information Protection
Original KB number: 4516523

Service policy issues

Recommended methods

Check whether you are using scoped policies that aren't configured correctly. For more information, see How to configure the Azure Information Protection policy for specific users by using scoped policies.
If you still experience the issue after you review the recommended documentation, please create a support request, and attach a screenshot of the problem.

Client policy issues

If you have issues that affect visual markings, see When visual markings are applied.
If you have issues that affect automatic labeling, see How to configure conditions for automatic and recommended classification for Azure Information Protection and What the sensitive information types look for.
If you have issues that affect Native or Pfile protection, see File API configuration.
Check whether you are using scoped policies that aren't configured correctly. For more information, see How to configure the Azure Information Protection policy for specific users by using scoped policies.
If automatic labeling isn't working for Microsoft Outlook when you attach a labeled document, verify that DRMEncryptProperty isn't defined as described in the following article: IRM registry settings for security.
If you still experience issues after you troubleshoot, please collect Azure Information Protection client logs, and then create a support request.

Export Azure Information Protection logs

To export Azure Information Protection logs, follow these steps:

Open an Office document or create an email message in Outlook.
Select Sensitivity > Help and feedback.
Select Export Logs.
Save the logs to the location of your choice in case you have to attach them to any service request.

Contact us for help

If you have questions or need help, create a support request, or ask Azure community support. You can also submit product feedback to Azure feedback community.