Desktop Email Encryption

Version 10.3.2 used to decrypt files sent to us. 

Earlier today I decrypted one file just fine (of the two that we received).  I went to do the other by right clicking -> symantec -> decrypt & verify and nothing would happen.  The icon was not in the tray and pgptray.exe was running.  So I rebooted.

Now no matter what I seem to do I get the error:

It is not possible to decrypt this message because your keyring does not contain usable private key(s) corresponding to any of the above public key(s)

On the message that I successfully decrypted earlier, the public key is listed as "1 unknown key(s)".  On the other one it's listed as our key at support@ourdomain.com (which should be the first one as well).

The other file gives the exact same message, but does list "support@ourdomain.com" as the public key.

Both my key and our support key are listed as verified in my keyring.  I've gone back and imported from the automatic backups with the same results.  I moved PCs a few months ago and went back to those backups from July and get the same results from then as well.

Hi Seve,

Error message is because of missing private key from the keyring and/or not correct private key ID imported back from the backups. This can happen if you change your key and do not have the latest backup.

You could try to compare "1 uknown key ID" with the key ID in your old backups to see if they match.

Also we have got the KB for this:

http://www.symantec.com/docs/TECH148893

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This error is caused by one of the following scenarios:
 

1. The sender has not used the correct public key to encrypt the message/file. You will need to provide the sender with the correct public key. This public key must correspond to a key pair on the machine you are using to decrypt the message/file. This means you would have exported the public portion of the key pair and sent it to your contact. The contact would have encrypted using that public key. When the message is then received, the key pair will be used to decrypt the file, provided the correct passphrase is entered.
2. The sender has used your public key to encrypt the message/file, but you no longer have the matching keypair on your system. This might occur if you have recently formatted your computer, and did not save backups of your previous keyrings. When you reinstall PGP, a new keypair is generated and it is necessary to provide the sender with your new public key

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