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DLO 7.5 Error Reading Source File. Encryption Key is Invalid

Created: 13 Nov 2013 • Updated: 13 Nov 2013 | 5 comments

As the title suggests... I am trying to restore a file, multiple files really, and the following error message is given:

appliation.doc failed to restore. Error reading source file. The encryption key is invalid. The Desktop Agent will remain disabled until the problem has been corrected by your administrator.

Any ideas on how to fix this and get my files back?

Operating Systems:

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VJware's picture

This may happen if the encryption key for the user's files have changed or is corrupt.

Try running the Data Integrity Scanner and also use "Emergency Restore" to restore the files.

Have a look @ these KBs...these are written for older versions of DLO, though still apply to SDLO 7.5

http://www.symantec.com/business/support/index?pag...

http://www.symantec.com/business/support/index?pag...

http://www.symantec.com/business/support/index?pag...

clay.beyer's picture

Emergency restore did the trick.

 

EDIT: Correction... emergency restore seemed to only work on a few files. So I went digging for a particluar fil to restore and when I try to EmergencyRestore the file, I get the following error:

Recovey key file not found in the source directory

I found this "solution" , but I had double quotes and the error was still recieved.

Any other thoughts on how to restore the specific file?

VJware's picture

Does a .recovery2 file exists at the path which you specified ? If yes is it 0 bytes in size ?

clay.beyer's picture

There is a .recovery2 and .recovery3 file, each are 1KB in size.

VJware's picture

Possibly some files are associated with .recovery2, whereas the others are associated with .recovery3...usually happens if the client was upgraded and some files backed up using an earlier version of agent & other files backed up using the 7.5 version..

Try moving one of the recovery files out of the user path (do not delete the file...just cut and paste it at an alternate location)...and rerun the emergency restore..If it fails, move this recovery file back and move the other one out and retry the restore.