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Control 1.10: Communication Compliance Monitoring - Troubleshooting

This playbook provides troubleshooting guidance for Control 1.10.

Common Issues

Issue: Policy Not Detecting Violations

Symptoms: Known violations not generating alerts

Solutions:

  1. Verify policy is enabled
  2. Check user scope includes target users
  3. Verify location scope (Teams, email, etc.)
  4. Review keyword/SIT configuration
  5. Check classifier is enabled and trained
  6. Validate message type is supported for monitoring
  7. Verify audit logs show underlying activity

Issue: Too Many False Positives

Symptoms: High volume of non-violation alerts

Solutions:

  1. Tune keyword lists (add exclusions)
  2. Adjust sensitivity thresholds
  3. Review and refine classifiers
  4. Add context conditions
  5. Use sample-based review instead of 100%
  6. Track tuning changes and compare volumes

Issue: Reviewers Not Receiving Alerts

Symptoms: Alerts stuck in queue

Solutions:

  1. Verify reviewer role assignments
  2. Check email notifications configured
  3. Verify reviewer mailbox is active
  4. Review routing rules
  5. Check for Teams notification issues
  6. Confirm reviewer can access Purview UI

Issue: Copilot Conversations Not Captured

Symptoms: Agent interactions not appearing

Solutions:

  1. Verify Copilot location is selected in policy
  2. Check licensing for Copilot capture
  3. Review audit log for Copilot events
  4. Verify agent is integrated with monitored channel
  5. Validate interaction type is supported
  6. Open Microsoft support ticket if needed

Issue: Classifiers Not Working

Symptoms: AI classifiers not detecting expected content

Solutions:

  1. Verify classifier is enabled in settings
  2. Check classifier availability in your tenant
  3. Review classifier requirements (training data)
  4. Test with known content that should match
  5. Allow time for classifier processing

Issue: OCR Not Processing Images

Symptoms: Sensitive content in images not detected

Solutions:

  1. Verify OCR is enabled in settings
  2. Check image is in supported format
  3. Verify image quality is sufficient
  4. Check attachment is within size limits
  5. Review OCR processing logs

Issue: Alert Routing Not Working

Symptoms: Alerts not reaching correct reviewers

Solutions:

  1. Verify priority user groups configured
  2. Check alert routing rules
  3. Confirm notification settings
  4. Verify reviewer email addresses
  5. Check for mail flow issues

Escalation Path

If issues persist:

  1. First tier: Communication Compliance Admin - policy configuration
  2. Second tier: Purview Administrator - platform settings
  3. Third tier: Legal/Compliance - escalation procedures
  4. Fourth tier: Microsoft Support - platform issues

Updated: January 2026 | Version: v1.2