BUG REPORT: Symantec Encryption Management Server (formerly PGP Universal Server) - Cannot import user key with an "unknown error"

Article:TECH173467  |  Created: 2011-11-02  |  Updated: 2013-05-10  |  Article URL http://www.symantec.com/docs/TECH173467
Article Type
Technical Solution


When attempting to import an (external) OpenPGP key into the Symantec Encryption Management Server (formerly PGP Universal Server) via the web interface, the import fails with an "unknown error".


2011/10/18 12:28:49 +02:00 ERROR pgp/admin[23145]: Couldn't import user "test external <test@external.dom>" (KeyID: 0x3E9B5878): unknown error


PGP Universal Server 3.2 and up to and including Symantec Encryption Management Server 3.3.0 or later


Another key for the same mail address already exists as it was previously imported.

PGP Universal throws an error message but imports the second key for the same mail address anyway which results in 2 keys for one mail address.


Symantec Corporation is committed to product quality and satisfied customers. This issue is currently being considered by Symantec Corporation to be addressed in a forthcoming version or Maintenance Pack of the product.  Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

There are several workarounds which can be applied to resolve this issue:

  • Import only one key for a given mail address.
  • Delete all duplicate keys from this user object.

Supplemental Materials


Importing multiple external user keys for identical mail address causes error in logs and two keys to be imported

Article URL http://www.symantec.com/docs/TECH173467

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