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Information Rights Management (IRM) Credentials Issue RRS feed

  • Question

  • Hello,

    I have a password-protected Word document that I cannot access.
    When I try to open it, a message appears to warn me that I "do not have credentials for that service" (Information Rights Management that is).
    Now, I know that certificates for personal use expire every 6 months and it is not the first time I reactivate mine, but this time it simply won't work.
    I went through the following choices on my way ahead:
    1. "Yes, I want to sign up for this free service from Microsoft"
    2. "Yes, I have a Microsoft account"
    3. Typed in my active and correct account name (e-mail address) and password and clicked "Sign In"
    And here is where the failure occurs. The next form makes a couple of attempts to load and then an error message appears. My only option at that stage is to press "Cancel" or close the window, both leaving me unable to open my document.

    How do I get out of this situation?

    Friday, May 3, 2013 6:41 AM

Answers

  • Hi Assen,

    Are you using Office 365 service? (Might confirm this with your system administrator)

    If so, try the following steps:

    1. Click Start, click Control Panel, and then click Internet Options.
      Note Make sure that you view Control Panel by using either small icons or large icons.
    2. Click the Security tab, click Trusted sites, and then click Sites.
    3. Enter *.microsoftonline.com, click Add, then click Close.
    4. Make sure that the Enable Protected Mode check box isn't selected.
    5. Close all web browsers, and then try again with a new session.

    If your company are on-premise environment, try add the RMS URL like "RMS.mydomain.com" instead of " *.microsoftonline.com" (also confirm the RMS URL with your system administrator).


    Max Meng
    TechNet Community Support

    • Marked as answer by Max Meng Monday, May 20, 2013 2:03 AM
    Wednesday, May 8, 2013 2:32 AM

All replies

  • Hi Assen,

    Please check if the follow error message you have received:

    Information rights Management Configuration Wizard cannot complete.

    An error has occurred.

    Your computer cannot be configured at this time because the Account Certification Service is not available. Please run this wizard again later. To close this wizard, click Cancel.

    If so, try resolve this by follow the instructions in the following support article:

    http://support.microsoft.com/kb/2711170

    Max Meng
    TechNet Community Support

    Monday, May 6, 2013 9:48 AM
  • Hi Max,

    This solution does not apply to my case. I tried it anyway, but the problem persists.

    I receive the following error message while following the WRM wizard steps:

    "This content cannot be displayed in a frame

    To help protect the security of information you enter into this
    website, the publisher of this content does not allow it to be
    displayed in a frame.

    What you can try:

    • Open this content in a new window"

    Opening the content in a new window does not help.

    I really want to attach the screenshot here, but it seems my account is not validated yet.

    Monday, May 6, 2013 2:10 PM
  • i have the same problem, did you fix it Assen?
    Wednesday, May 8, 2013 12:48 AM
  • Hi Assen,

    Are you using Office 365 service? (Might confirm this with your system administrator)

    If so, try the following steps:

    1. Click Start, click Control Panel, and then click Internet Options.
      Note Make sure that you view Control Panel by using either small icons or large icons.
    2. Click the Security tab, click Trusted sites, and then click Sites.
    3. Enter *.microsoftonline.com, click Add, then click Close.
    4. Make sure that the Enable Protected Mode check box isn't selected.
    5. Close all web browsers, and then try again with a new session.

    If your company are on-premise environment, try add the RMS URL like "RMS.mydomain.com" instead of " *.microsoftonline.com" (also confirm the RMS URL with your system administrator).


    Max Meng
    TechNet Community Support

    • Marked as answer by Max Meng Monday, May 20, 2013 2:03 AM
    Wednesday, May 8, 2013 2:32 AM
  • I have the same issue ass described above on my own PC at home. I have been using the same protected excel sheet for years accessing it on daily basis. Now I cant access it. it seems it is a world wide issue. I tired the registry proposed fix, but no luck.

    Looking for a solution.

    Sunday, August 4, 2013 11:28 PM
  • same issue, duplicated on 4 systems, with various versions of windows and office. The WRM server does not answer, all files locked. Other forums report this as well...

    odzodz

    Monday, August 5, 2013 3:57 PM