Clearing Microsoft Office RMS cache

  • Updated

Product: All
Applies to: Everyone
 

When opening IRM-protected Microsoft Office files you've downloaded, you may occasionally experience a general issue. 

Corrupt or old data in your Office RMS cache may be the cause. Clearing this data can resolve some issues.

You can delete or rename your existing cache folders to remove the old data. The next time you open an IRM-protected file, your computer will automatically recreate the cache folders.

Steps

Windows

  1. On your computer, click either the Windows Start or Search (magnifying glass) icon.
  2. Type Run and press Enter. The Run window opens.
  3. Enter %localappdata%\Microsoft in the Open field and click OK.
  4. Your File Explorer should open to the following path: User Name > AppData > Local > Microsoft.
  5. Next:
    • If you have Office 2013 or higher: Locate the MSIPC folder. 
    • If you have Office 2010: Locate the DRM folder.
  6. Rename the folder and add _OLD to the name (e.g., MSIPC_OLD; DRM_OLD).
  7. Close the File Explorer window.
  8. Open an IRM-protected Office file again and see if your issue is resolved.

macOS

Cache folders / files:

  1. In your Mac's Finder menu, click Go > Go to Folder.
  2. Enter ~/Library/Application Support/Microsoft/Office and click OK. 
  3. In the directory that opens, locate and delete the DRM folder.
  4. Next, open Finder again for each of the following:
    • Enter ~/Library/Preferences/ByHost and delete the MicrosoftRegistrationDB*.plist file in the directory.
    • Enter ~/Library/Preferences and delete the com.microsoft.MicrosoftOfficeDRM.plist file in the directory.
    • Enter ~/Library/Group Containers/UBF8T346G9.Office and delete the DRM_Evo.plist file in the directory.

Keychains

  1. In your Mac's Finder menu, click Go > Utilities.
  2. Double-click Keychain Access to open it.
    Note: If the keychains aren't visible, click the Window menu > Keychain Access.
  3. Search for and delete (File > Delete Keychain "login") the following:
  • corprights*
  • com.microsoft.ipc.h
  • com.microsoft.ipc.k
  • services.intralinks.com
  • Search for ADAL and delete all the entries
  • Search for RMS and delete MicrosoftOfficeRMSCredential

DNS cache

Only a user with admin-level access can execute the following sudo commands. If you're using a company computer, we highly recommend that you contact your IT team for assistance.

  1. In your Mac's Finder menu, click Go > Utilities.
  2. Double-click Terminal to open it.
  3. Enter the following commands, one at a time, pressing Return after each one.
  • sudo dscacheutil -flushcache
  • sudo killall -HUP mDNSResponder
  • sudo killall mDNSResponderHelper

Next steps

If you complete the steps above but still have an issue, or if you need help with the steps, get in touch with us.

Our Support team will be happy to help.

Click Submit a Ticket to open a request. Or to speak directly with an agent, find our Support line in your region.

Additional information

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