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Can't download update

Created: 24 Jan 2011 | 23 comments
Tom Mc's picture

RECENTLY RESOLVED

Problem:
I have PGP Desktop 10.1.0 (Build 860) (860) and I've been getting update notification popups, but there is no apparent way to download the update (PGP tray and Desktop do not have an update option). The LEMS download is the same version I already have.

Resolution:
Customer Service handles order, fulfillment, download, and related issues.  They are distinct from Customer Support, who handle technical support questions.
https://pgp.custhelp.com/app/answers/detail/a_id/46

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MOV5's picture

I have the same problem and I have no idea where to ask a solution due to the merge between PGP and Symantec. Can somebody tell me how was solved Tom Mc's and mine problem?

Thanks   

Tom Mc's picture

Does the following from the PGP User's Guide help?:

Checking for Updates
Note: The option to automatically check for updates is no longer available in PGP Desktop, starting with version 10.1. To check for an update or to install an update, you must manually download the file.
With the acquisition of PGP Corporation by Symantec Corporation, PGP operations is in the process of integrating with Symantec operations. When checking to see if there are updates, or to download an update, use the second download link if the first link does not appear operational.
To upgrade PGP Desktop, do the following:

Go to the PGP License and Entitlement Management System (LEMS) and log in (https://lems.pgp.com/account/login). If the update for PGP Desktop is not available, then

Go to Symantec FileConnect (https://fileconnect.symantec.com/), select your language, and enter your serial number.
Upgrading From Standalone to Managed PGP Desktop Installations
If you have been using PGP Desktop in standalone mode and now will be managed by a PGP Universal Server, you must install a bound and stamped version of PGP Desktop over your existing, standalone installation. You must also complete the enrollment process. Your PGP Administrator will provide an installation file so you can install a bound and stamped version.
Upgrading the Operating System Software
If you are upgrading your computer to a new major release of the operating system (for example, on a Windows system to Windows Vista or on a Mac OS X system from 10.4.x to 10.5.x), be sure to do the following:
1 Back up your keys and keyrings before uninstalling.
2 If you have used PGP Whole Disk Encryption, decrypt your disk before you uninstall PGP Desktop.
3 Uninstall any previous versions of PGP Desktop before upgrading to the new version of the operating system.
4 Once you have upgraded your version of the operating system, reinstall
PGP Desktop. Import your keys/keyring and, if necessary, you can then
encrypt your disk.

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Sarah Mays's picture

lems doesn't exist anymore. it's a shame it worked quite well. it's been replaced by symantec's licensing portal. which apprently doesnt have links to any of PGP's software to download. https://licensing.symantec.com/acctmgmt/pgpLanding...

Tom Mc's picture

How about the second link https://fileconnect.symantec.com/

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Sarah Mays's picture

Fileconnect does not recognize PGP serial numbers. (which are entitlement #s on your order receipt)

 

I spoke with customer support (Symantec's) there is an issue that they are aware of that users are unable to download the latest version of PGP Desktop and Universal server.

It's nice to hear that they are aware of this issue, Customer support was very pleasant to deal with. My only issue was with the decision to switch to this new licensing and download process without having it be actually functioning for customers.

in my opinion both systems (lems and symantec's licensing) should have been operational in parallel. This would allow existing customers to get to their licenses and downloads w/o unneeded calls to support. You guys then would have time to work out all of the issues, you would have less frustrated customers and everyone would be happier.

- Sarah

Geoffdswe's picture

There seems to be a complete operational breakdown in regards to PGP. I cannot ring Symantec and no PGP phone numbers work, no downloads are accessible.  Is this the end of the good service that we had with PGP..

 

 

Geoff 

Sarah Mays's picture

Geoff - you'll need to call Symantec to get your new customer number, they have a work around for downloading PGP DT 10 right now once you have a licensing account setup at https://licensing.symantec.com/acctmgmt/pgpLanding...

 

support #s

International: 407-357-7600
United States & Canada: +1 800 342 0652 or 407 357 7600
United Kingdom: 44 (0) 870 606 6000
France: 33 (0) 155 69 50 70
Germany: 49 (0) 69 95 08 62 93

EddieYCCD's picture

Our secretary ordered PGP with several liccences few years ago and we never had any issue with updating the software. Now, it appears that she has a hard time to get the information from Symantec and get the new Version of 10.1.1. She contactacted Symantec and she got pass to several different people like a soccer ball without getting any results. As part of process, Symantec should send email and notify all loyal PGP customers about their PGP purchase and let them know what they need to do to get the updates. I am so frustrated with Symantec that I am close to dump this product and look for alternative.

Tom Mc's picture

This should be working:

https://fileconnect.symantec.com/

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Eurasian's picture

One has to provide the serial number. Where to get it from? I have PGP Desktop 10.*

Sarah Mays's picture

I've tried using all combinations of serial number /  customer number / entitilement number with fileconnect. it doesnt work. Symantec customer service can get you access to an old version of PGP Dt (10.0, no 10.1 or 10.1.1) as far as i can tell.

- Sarah

skiplight's picture

I am having the same problem as Sarah. Very frustrating. The issue is where do we find the "serial number" that is recognized by Symantic.

The PGP LEMS redirect page says this:

 IMPORTANT: The Symantec Licensing Portal recognizes licenses by their Serial Number, which is equivalent to a PGP entitlement or reference number. This entitlement or reference number can be found on your order confirmation provided at the time of purchase.This number will also be shown on renewal notifications if you purchased via an authorized PGP reseller.  

I looked on the official "Order Confirmation" I received from PGP when I purchased the software last year. There is no "PGP entitlement or reference number". The only thing it lists is a "PGP Order Number" and "Customer". I tried those and also the software license key and the Symantic site doesn't recognize any of them as valid.

All I can say is that it is very frustrating for a company such as PGP and Symantic to not have provided a clear migration path to their clients and tested it out before the transition.

pgp4mac's picture

Do the fine people at Symantec realize PGP also runs on a Macintosh? Fileconnect will not work with Safari, it returns a blank page. I had to open it with Firefox in a Windows VM. I was able to enter my PGP entitelment number and it seemed to acccept it only to return the following message:

We are unable to process your request at this time. Your product may no longer be available for download or physical shipment. Please contact   Customer Care   for futher assistance. 

I have an active Bronze Maintenance subscription and should be able to download the latest version of all PGP desktop products. Now I will have to call Symantec and try and hope someone can help me. Symantec has had since June to figure out how to integrate PGP customers into Symantec's licensing system. Why couldn't they wait until they had things working to make the change over?

skiplight's picture

 I was able to enter my PGP entitelment number and it seemed to acccept it

Just curious, where did you find your PGP entitlement number? (see what I wrote in the my post just above your post).

Eurasian's picture

Has anybody at this forum been able to register their PGP copy(ies) with Symantec?

Sarah Mays's picture

Customer support gave me access to some temporary licenses that allow me to download current versions of PGP software from fileconnect. My entitlement numbers still do not work... but i'm happy that there is a workaround. if any of you need access you will need to open a ticket with Customer support...if you do not have a symantec login you will need to call customer support.

 

https://customercare.symantec.com/app/ask

International: 407-357-7600
United States & Canada: +1 800 342 0652 or 407 357 7600
United Kingdom: 44 (0) 870 606 6000
France: 33 (0) 155 69 50 70
Germany: 49 (0) 69 95 08 62 93

LEXXMT's picture

I have 2 licenses. Symantec accept only 1st (very old license which comes from 2003 year with active PGP Insurance) second which is from 2005 year I can't register. Always get error.

pgp4mac's picture

I oppened a case using https://customercare.symantec.com/app/ask I gave them my PGP customer number from my most recent invioce and they linked it to my Symantec login. I am now able to get licesnse keys and software by following the procedure they gave me.

Thanks to Sarah Mays above for the link to customer care.

 

Please go to the following URL:

https://licensing.symantec.com/

When logged into the license portal select the "License Management" tab from the home page in the license portal. Scroll down to where it says "Search Your License Catalog". Click on the link where it says "Advanced Search". Then scroll down and select the correct customer number from the list. This will list all available licenses. Click "View Details" to view the license information and on the next web page click "Get Software" to download the media. The license key will be in the center section.

GaryBB's picture

Except of course, that the url you give is also dead.

Tom Mc's picture

I just checked this last link, and it gives the explanation:

 
   The Licensing and Registration System is currently unavailable due to maintenance activities. Please try again later.

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Tom Mc's picture

I see that it is currently available.

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JCameron's picture

I have not been able to upgrade my PGP Desktop even though I get the pop up messages saying that there is an update available. I have folowed the tips in this thread without any luck. I called customer server who were totally clueless and could not provide any help. I tried to open a support ticket online but nothing happens when I hit the submit button. Overall a totally disapointing experiance with Symantec compared to the old PGP.