Sometimes, emails may not be decrypted when using our Microsoft Outlook add-in. This issue is most often caused by the add-in inability to detect that an email requires decryption due to the content of the notification being modified.

Encrypted emails are detected by reading the body of a message and searching for signs of an encrypted email within the notification. The add-in also searches for .switch files added to a message.

We recommend trying the following troubleshooting steps:

1. Ensure you can open the .switch file if one is attached to the email. If you can open the attachment, the email has been received correctly.
2. Open Registry Editor and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Egress\Switch
   1. Right-click in a blank space, click New, then select DWORD.
   2. Set the name to DEMTextDetection and the value to 0.
   3. Do the same steps here: HKEY_LOCAL_MACHINE\Software\Egress\Switch
   4. Restart Microsoft Outlook and check if the issue is resolved.