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troubleshooting

Troubleshooting

Diagnose and resolve common issues with DuoKey for Office 365 Customer Key implementation.

Applies to:
Office 365 Customer KeyAzure Key VaultDuoKey MPCExchange OnlineSharePoint Online

General Troubleshooting Approach​

1

Identify the Symptom

Clearly define what is not working.

2

Check Recent Changes

Review recent configuration changes.

3

Review Logs

Examine Azure Key Vault and Office 365 logs.

4

Verify Prerequisites

Ensure all requirements are met.

5

Test Components

Isolate the problem to a specific component.

6

Apply Solution

Implement the fix.

7

Verify Resolution

Confirm the issue is resolved.

8

Document

Record the issue and solution for future reference.

Key Vault Issues​

Symptoms: The client with object id does not have authorization to perform action Microsoft.KeyVault/vaults/read

Possible Causes:

  • Insufficient Azure RBAC permissions
  • Key Vault access policies not configured
  • Network restrictions blocking access
  • Firewall rules preventing connectivity

Solutions: Verify RBAC permissions, grant necessary permissions, check access policies, and verify network rules.

DEP Creation and Management Issues​

Symptoms: Cannot create Data Encryption Policy. One or more key URIs are invalid.

Possible Causes:

  • Key URIs are incorrect or malformed
  • Keys do not exist in specified Key Vaults
  • Service principal lacks permissions to access keys
  • Keys are disabled

Solutions: Verify key URI format, test key accessibility, verify service principal permissions, grant permissions if missing.

Mailbox Encryption Issues​

Symptoms: Encryption progress shows as InProgress for extended period (more than 72 hours) with no error messages.

Possible Causes:

  • Large mailbox taking time to encrypt
  • Transient service issues
  • Mailbox on litigation hold
  • Archive mailbox issues

Solutions: Check mailbox size and encryption status, check if mailbox is on hold, retry encryption by reassigning DEP, monitor progress.

SharePoint and OneDrive Issues​

Authentication and Permission Issues​

Performance Issues​

DuoKey MPC Issues​

Getting Help​

When to Contact Support​

DuoKey Support

Contact for persistent issues after troubleshooting, security incidents, complex configurations, and MPC-specific issues. Email: [email protected]

Microsoft Support

Contact for Office 365 service issues, Azure Key Vault platform issues, license and subscription questions. Portal: admin.microsoft.com

Information to Provide​

Prerequisites

  • Detailed description of the issue
  • Error messages (full text)
  • Steps to reproduce
  • Recent configuration changes
  • Diagnostic logs
  • Tenant ID and DEP names
  • Timeline of when issue started

See Also