Unable to Enroll PGP Desktop User with Server: Error - 11984

Article:TECH149150  |  Created: 2008-05-06  |  Updated: 2013-01-18  |  Article URL http://www.symantec.com/docs/TECH149150
Article Type
Technical Solution


Issue



When attempting to enroll a PGP Desktop client with a PGP Universal Server, the enrollment fails and the PGPlog displays the client cannot contact the server. If other systems on your domain are successfully enrolling with the server, this issue is most likely specific to the PC.


 

The PGPlog file is located in the following location:

Windows XP

C:\Documents and Settings\%username%\Application Data\PGP Corporation\PGP

Windows Vista

C:\Users\%username%\AppData\Roaming\PGP Corporation\PGP


Even after using command-line network tools such as PING or TELNET to confirm the successful communication between the client and the server, you are still unable to enroll the PGP Desktop client.

 


Error



 The error may be similar to the following:

14:40:41 Unable to send logging data to configuration server; will try later: item not found (-11984)


Environment



Managed PGP Desktop client enrollment.


Cause



 This issue usually indicates that an AppData value in the registry is missing in one of the following two registry keys.


Solution



Confirm the correct AppData values in the following locations in the registry. If the AppData values are different or missing, you will need to update the key in the registry. 

Warning: Incorrectly editing the registry may severely damage your system. Before making changes to the registry, you should back up any valued data on the computer. For more information on backing up the registry see the following article on the Microsoft support site:

How to back up and restore the registry


Both registry keys should have a string Value name of AppData and Data value of %USERPROFILE%\Application Data.

 

  • HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
     
  • HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
     


If the values are missing use the following steps to add the value to the registry.

To add the Value to the registry:

 

Windows XP  

  1. Click Start>Run.
  2. Type regedit and click OK.
  3. Browse to HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
  4. Select the folder and right-click the right pane in the Registry Editor.
  5. Type AppData for the value.
  6. Right-click the AppData value and select Modify.
  7. Type %USERPROFILE%\Application Data for the Value data and click OK.
  8. Close the Registry Editor.

 

Windows Vista & Windows 7  

  1. Click Start.
  2. Type regedit in the Start Search field, and then click the regedit result in the Programs list.
  3. Browse to HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
  4. Select the folder and right-click the right pane in the Registry Editor.
  5. Type AppData for the value.
  6. Right-click the AppData value and select Modify.
  7. Type %USERPROFILE%\Application Data for the Value data and click OK.
  8. Close the Registry Editor.

If necessary, perform the previous steps to add the value for the HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders key.

 



Legacy ID



951


Article URL http://www.symantec.com/docs/TECH149150


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