[KB8030] Error "The text could not be decrypted because it is not a supported or valid format" in ESET Endpoint Encryption Reader from Outlook

Issue

• You receive the error "The text could not be decrypted because it is not a supported or valid format" when opening an encrypted message in ESET Endpoint Encryption (EEE) Reader from Outlook 
• Disable Mobile device compatibility in Outlook
• Disable Mobile device compatibility in EEE Workstation Policy

Details

The encrypted file is a bundle file. Bundle files are currently not supported in DESlock+ Reader (v1.1 and earlier).

Solution

Disable Mobile device compatibility in Outlook

1. Open Outlook. Click the ESET Endpoint Encryption tab, and click Options. 

2. Deselect the check box next to Mobile device compatibility and click OK.

Disable Mobile device compatibility in EEE Workstation Policy

Update the sender's Workstation Policy setting.

1. Log in to the EEE server.
   
   
2. Click Workstations.
   
   
3. Click Workstation Policy. 
   
   
4. Click Mobile device compatibility and click Change Setting.
   
   
5. Select Forced off or User changeable, defaults Off and click OK.

6. Update the Workstation Policy for the affected users.