Troubleshooting Sending/Receiving Email after Installing PGP Desktop 9.x

Article:TECH148871  |  Created: 2006-02-24  |  Updated: 2011-02-23  |  Article URL
Article Type
Technical Solution


This article offers tips for troubleshooting mail flow problems encountered as a result of installing PGP Desktop 9.x. Although the specific steps in the article apply to users running Outlook with Windows XP, the concepts can be applied to any platform.




Before Installing

There are a few preventative measures that should be taken before installing PGP Desktop 9.x:


  1. Make sure that you are not running CyberArmor Personal Firewall 2.6.050802 or 3.2.050802 or prior. Before you install PGP Desktop, you must upgrade these versions.
  2. Ensure that your personal firewall settings allow for PGP access. This includes PGPtray.exe and PGPserv.exe.
  3. Read the Release Notes.
  4. Install the most recent available version of PGP Desktop.


Follow the steps below if you are not able to send or receive mail after installing PGP Desktop 9.x.


Verify Internet Access


Are you able to access the Internet using a Web Browser? NO:  If not, there may be some compatibility issue with one of your applications and PGP Desktop. Contact PGP Support and provide them with information as to what applications you are running (including Operating System, Service Packs, Firewalls, Anti-Virus, VPN software, etc). A useful tool for providing this type of system information is the Belarc Advisor from Belarc. YES:  Proceed with instructions below.


Disable the PGP Email Proxy and ensure that Email Works


  1. Close your email client application (e.g. Outlook)
  2. Click the PGP Desktop Tray icon
  3. Uncheck Use PGP Email Proxy by clicking beside it
  4. Open your email application and send yourself an email message
  5. If you arent able to send or receive your own email message then verify that your client settings are correct and if so, contact PGP Support.
  6. If you received your own message, then proceed to check the email application settings as described below.


Check the Email Application Settings without the PGP Email Proxy


  1. Open Microsoft Outlook.
  2. From the Outlook menu bar, click Tools and then E-mail Accounts
  3. Click the "View or change existing e-mail accounts button" and then click Next.
  4. Click on the account you are troubleshooting and click Change.
  5. Click More Settings
  6. If the account is IMAP or POP, in the Advanced tab, make note of the Server and Server Port Numbers. Uncheck This server requires an encrypted connection (SSL). (PGP Desktop will do this for you.)
  7. Click the Outgoing Server tab. Make sure that My outgoing server (SMTP) requires authentication is checked.

Delete the existing PGP Messaging Service and Allow a New Service to be Auto-generated

This is assuming that the auto-detect mail account option is enabled:


  1. Click on the PGP Desktop Tray icon.
  2. Click Options
  3. Ensure there is a check in the Discover new accounts checkbox


Now remove the existing PGP Message service:


  1. Close Outlook (or your email application)
  2. Open PGP Desktop by clicking on the PGP Desktop Tray Icon and then selecting Open PGP Desktop
  3. Under PGP Messaging in the left panel, right click on the email account your are debugging and select Delete Service
  4. Click on the PGP Desktop Tray icon and put a check beside Use PGP Email Proxy to enable the PGP Email Proxy.
  5. Open Outlook (or your email application)
  6. Send yourself a test message. If the message is not received or encrypted, proceed with verification of the PGP Messaging Account settings.


Verify the Settings for the PGP Messaging Account


  1. Open PGP Desktop by clicking on the PGP Desktop Tray icon and selecting Open PGP Desktop
  2. Under PGP Messaging in the left panel, click on the account you are troubleshooting. If no account exists, you can right click and create a new service. Fill in all the appropriate fields and continue to 3 to verify some important settings.
  3. In the main window under Account Properties, verify the following settings:

    A. Click on the server listed beside Server.

    B. Verify that the server and server port settings match those found from Step #6 under the Email Applications Settings listed above. Ignore SSL/TLS with this server should be unchecked.
  4. Under Default Key make sure that a key is selected.


Check the PGP Messaging Log

The PGP Messaging Logs may contain useful information about what is happening to your email. To view the logs:


  1. Open PGP Desktop by clicking the PGP Desktop Tray Icon, and then selecting Open PGP Desktop
  2. In the left panel under PGP Messaging, click Messaging Log
  3. In the main window beside View Level, click the arrow to access the pull down menu and select Verbose
  4. Now you can read the log to try and identify your problem.

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