PGP Desktop unable to enroll, connect to Universal Server or synchronize policy
| Article:TECH155959 | | | Created: 2011-03-18 | | | Updated: 2012-03-16 | | | Article URL http://www.symantec.com/docs/TECH155959 |
Problem
PGP Desktop is not able to finish the enrollment or is unable to connect to the PGP Universal Server or able synchronize policy with the server.
Error
The log file shows an error "unable to connect to your synchronization server" or similar or the enrollment fails with a error message.
Cause
The PGP Desktop client automatically uses the Internet Explorer (IE) Proxy settings.
However, some Proxy Servers do not allow SOAP/S traffic to go through completely to the PGP Universal Server. A connection to the PGP Universal Server is possible, but not all information is received by the PGP Universal Server or the PGP Desktop client.
Solution
Remove the Proxy Server from the IE settings completely or add an exception to the Advanced settings:
- Open IE > Tools > Internet Options > Connections > LAN Settings > Advanced
- Enter the PGP Universal Server FQDN into the exceptions list (separated by semicolon if needed). Use the same name as in the PGPSTAMP, that was specified when downloading the PGP Desktop installer
- Note: The Option "Bypass Proxy Server for local addresses" is not used in PGP Desktop, so adding an exception is the only way to set this
In case of proxy forced by group policy (most of the customer uses it by windows group policy ) please advise customer to add PGPUN ip address and port 443 to white list / Allow list of there respective proxy configurations.
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Article URL http://www.symantec.com/docs/TECH155959
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