Endpoint Encryption

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PGP Outlook plugin issue

  • 1.  PGP Outlook plugin issue

    Posted 12-16-2013 03:56 AM


    I use PGPDesktop10.2.1 MP3 Windows with Outlook 2010.

    I have a problem with PGP Outlook plugin.

    When PGP service is ON, body of the some Email massages is not showed.

    And when  PGP service is OFF and after Outlook restart, body of this Email massages is showed normaly.

    Please help me resolve this issue.

    Thank you very much!


  • 2.  RE: PGP Outlook plugin issue

    Posted 12-16-2013 06:12 AM


    1. Try to test if PGP is always running before Outllok. Run PGP again and then outlook, alwasy in this order.

    2. Move encrypted message to PGP Viewer and test ifyou can open successfully and see the body.

    3. Check if messaging flag is enabled on your key. Navigate to PGP Desktop and click on the Key > Key Properties > Key Usage and use small triangular on View to check if PGP Messaging is Enabled

    4. What will happen if you try to reply to this message without body. Do you see body appears on reply.
    Run a test and post a feedback.

    5. Does it occur only for a specific encoded messages (like only with attachments) or does it happen only when the message is sent from the specific sender or simply it happens all the time.

    6. Enable debug logs on your PGP Desktop 
    ( I guess you use a Standalone PGP Desktop Client ) and post the logs, please.
    Also if Standalone do you know how it was installed. Did you install with addtional switches ?


    HOW TO: Add Debug Level Logging on Windows 7 for Symatec Encryption Desktop (previously PGP Desktop)


    7. Re-enroll the user and see if the issue occur

    HOW TO: Re-enroll Symantec Encryption Desktop for Windows Clients

    8. Check this Microsoft Technet:


    Although it is not related when running a PGP but only on Outllook itself still worth checking is also as follow:

    a) virus scanner - disable and test encrypted message
    b) check message setting on Outllook related to  - View settings, Encoding in the message
    c) Outlook -> Tools -> Options -> Mail Format and removed the ticks from "reduce the file size of the message


  • 3.  RE: PGP Outlook plugin issue

    Posted 12-16-2013 06:46 AM

    Thank you very much for your answer.

    I have tried almost all points mentioned in your answer. Nothing has been changed.

    While replying the empty message, the body is still empty.

    It happens with certain users, who are not PGP users.


    The main issue is, that this problem occures with non encrypted emails.



  • 4.  RE: PGP Outlook plugin issue

    Posted 12-16-2013 08:39 AM

    Can you please clarify which points did you try and which did not.
    The points which you did not try - can you try please.

    Also please answer if the client is managed or unmanaged. (If manage or unmanaged please post the logs)
    What will happen with the message when you try to open via PGP Viewer.
    Does it happen also with attachments or not ?

    What will happen if you do a test by sending an encrypted messages to yourself but changing format of the message from HTML/Rich Text/Plain Text. Does it happen as well. Any chance to run this test aslo from this specific sender/user

    I unerstand that you meant to say that:

    "The main issue is, that this problem DOES NOT occure with non encrypted emails."

  • 5.  RE: PGP Outlook plugin issue

    Posted 12-17-2013 12:39 AM

    "The main issue is, that this problem OCCURES  with NON encrypted emails."

    When PGP service is ON, body of the some Email massages is not showed. See attached file "PGP service ON .jpg"

    And when  PGP service is OFF and after Outlook restart, for the same message the body is visible and normal. See attached file "PGP service OFF .jpg"

  • 6.  RE: PGP Outlook plugin issue

    Posted 12-18-2013 01:06 AM

    In addition the problem started after the migration from MS Exchange  Server 2010 to 2013.

    Thank you in advance

  • 7.  RE: PGP Outlook plugin issue

    Posted 12-18-2013 03:10 AM


    Your environment configuration on PGP 10.2.1 MP3 with Exchange 2013 most like is not fully supported configuration. Although as per release note:

    Symantec PGP Desktop 10.2.1 for Windows Release Notes

    Compatible mail clients are:

    Microsoft Outlook 2010 (32- and 64-bit)/Exchange Server 2010 (on-premise only)

    this version of PGP will not work with Exchange 2013

    My advice is to upgrade PGP to the latest version as mentioned in my first post so to SED 10.3.1 MP1

    Symantec Encryption Desktop 10.3.1 for Windows Release Notes

    After the upgrade post a note if issue still exist.

    Also it was not mentioned but if you are running shared mailboxes I would do a test without them and I would also check if your mail clients are working in cached exchange mode again with the latest SED 10.3.1 MP1

    If after the upgrade issue still remain please open a case with Symantec Support for further troubleshooting.