Users were getting the following on the citrix environment however they were not getting the errors on the local machine when applying a sensitivity label within word. The fix should also apply if the error is happening on the local machines
First check AIP is not getting blocked by running the following script in powershell:
$request = [System.Net.HttpWebRequest]::Create("https://admin.na.aadrm.com/admin/admin.svc") $request.GetResponse() $request.ServicePoint.Certificate.Issuer
The script should response with the certificate issuer if the machine can communicate with AIP
If the above fails then communication is blocked and needs resolving. Should the devices respond but are still failing to apply a label then action the below
Close all office applications
Delete RMS registry settings for the user
Navigate to HKCU\Software\Microsoft\Office\XXX\Common\DRM
Delete the DefaultServer and DefaultServerURL values
Navigate to HKCU\Software\Classes\Local Settings\Software\Microsoft\MSIPC
Delete the server name key that corresponds to the RMS server
The two registry paths once removed will clear the templates and settings for the client
Next is to the existing licences, GICs etc..
Browse to the users %localappdata% MSIPC folder and delete the folder
Contents within the folder
Once the folder has been removed, re-open word and try again
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