Video Screencast Help

"open PGP Desktop" will not open

Created: 21 Dec 2012 | 17 comments

I just finished installing PGP Desktop Professional 10.2.1      I can access the icon in the start bar, but when I click on "Open PGP destop" nothing happens. 

I was having this same issue with 10.2 and did a clean install of 10.2.1 to try and fix.  No luck. 

Any information will be helpful.

Thanks.

 

DK

Comments 17 CommentsJump to latest comment

dk0524's picture

Also,  PGP shredder won't open and seeing I can't open the PGP desktop I can't locate virtual drives.  This is very frustrating.

 

Tom Mc's picture

Sounds like you may need to reinstall.  What Operating System and version do you use?  If you haven't already, please read the PGP Release Notes to see if you have any known conflict in PGP.

I'm a Windows user and prefer to just double click (or use the right click context menu) to mount Virtual Disks - will hopefully work for you.

When you consider your issue resolved, please click Mark As Solution on the most helpful response.

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dk0524's picture

Tom,  Thanks for the reply. I tried a clean install with Norton360 turned off.  Still can't access the main PGP desktop screen.  I have the icon visible and right click to "open PGP descktop", but nothing happens when I click it. 

When I did the reinstall I ran the install package as Administrator.

I am running Windows7 ultimate on a Dell/Alienware M17x. 

Best regards,

DK

Tom Mc's picture

This thread is the closest I am to finding anything on this type of problem. 

I doubt that you used the incorrect PGP Desktop installer, as to 32 bit vs 64 bit?

When you consider your issue resolved, please click Mark As Solution on the most helpful response.

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dk0524's picture

Tom,  I have just reinstallad again, still no luck.  I disable a bunch of programs in the startup sections,disconnected external drives, turned off antivirus, deleted the previous PGP install, rebooted and installed the Win7 64bit version of 10.2.1 MP5.

 

May laptop is set as a mirrored RAID, but PGP Desktop worked fine on this maching for the last 2 years.  Now no luck.

 

Best regards,

 

DK

Tom Mc's picture

I don't believe you have encrypted your disk, but just in case, you should be aware that WDE is not supported with software RAID.

When you consider your issue resolved, please click Mark As Solution on the most helpful response.

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dk0524's picture

Tom,

My disk is not encrypted,  I have a couple of PGP encrypted folders that I can access with the right click menu, but still can't get PGP Desktop to open.

 

 

PGP_Ben's picture

is this a standalone client (single user license) or a managed desktop client (enrolled with PGP Universal Server)?  Are you using any custom options with the MSI installer when you install the product or just double-clicking the exe file and running the setup?

If/when you consider your issue resolved, please click Mark As Solution on the most helpful response.

dk0524's picture

This is a stand alone license. I am just double clicking the downloaded installer.

DK

PGP_Ben's picture

check your registry under HKLM. It's here on Windows 7 64-bit, it would be under regular HKEY_LOCAL_MACHINE\Software on a 32-bit OS.

 

HKEY_LOCAL_MACHINE\Software\Wow6432Node\PGP Corporation

THere you will see some options like:

 

PGP_INSTALL_DISABLESSOENROLL which is set to a DWORD value of 1 by default.

What we are looking for though is PGP_INSTALL_RDD or PGP_INSTALL_VDISK as well as PGP_INSTALL_WDE or PGP_INSTALL_SSO. Are all those set to 1?

We have seen this type of behavior when 1 of those options is set to 0.

If/when you consider your issue resolved, please click Mark As Solution on the most helpful response.

DK_0524's picture

Ben,

 

I have checked the registry as you recommend above.  All the values are already set to 1.

Any other possibilities?

 

Thanks

Dan

 

Ironwheel's picture

I believe I am having this problem as well.  I began troubleshooting with 10.1.1 and upgraded to 10.2.1-MP5 trying to get it to work.  My laptop is running 64-bit Windows 7 SP1.  It's a Toshiba with an nVidia display controller.

I can get the PGP Viewer program to launch from the Start menu.

I can get all of the other features of the PGP tray interface to launch.

I cannot get PGP Desktop to launch from either the Start menu or from the tray interface.

The registry settings you describe above are likewise set to 1 in the registry.

I know PGPDesk.exe is launching because when I run task manager I can see PGPDesk.exe runs for about 5 seconds before it quits on its own.

During this time WerFault.exe runs briefly.  I guess it's reporting a related Windows Error.

DK_0524: If you run the task manager do you see PGPDesk.exe start and then quit on its own?

Ironwheel's picture

I hope this is the same issue DK_0524.  I don't want to hijack your problem report.  Tracked down the fault.  PGPDesk.exe is crashing.  Found the following in the Event Viewer:

Log Name:      Application

 

Source:        Windows Error Reporting
Date:          1/15/2013 2:50:57 PM
Event ID:      1001
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      my.computer.name
Description:
Fault bucket 3320463196, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0
 
Problem signature:
P1: PGPdesk.exe
P2: 10.2.1.5033
P3: 509773ce
P4: PGPsArch.dll
P5: 10.2.1.5033
P6: 509773d1
P7: c0000005
P8: 00004cfd
P9: 
P10: 
 
Attached files:
C:\Users\myusername\AppData\Local\Temp\WERB27D.tmp.WERInternalMetadata.xml
 
These files may be available here:
C:\Users\myusername\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_PGPdesk.exe_95478995557565bc332dbcda4f4a1ac28a16759_1dcabc5c
 
Analysis symbol: 
Rechecking for solution: 0
Report Id: df15bd87-5f4c-11e2-9c4c-1c75088abc9d
Report Status: 0
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2013-01-15T19:50:57.000000000Z" />
    <EventRecordID>62953</EventRecordID>
    <Channel>Application</Channel>
    <Computer>my.computer.name</Computer>
    <Security />
  </System>
  <EventData>
    <Data>3320463196</Data>
    <Data>1</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>PGPdesk.exe</Data>
    <Data>10.2.1.5033</Data>
    <Data>509773ce</Data>
    <Data>PGPsArch.dll</Data>
    <Data>10.2.1.5033</Data>
    <Data>509773d1</Data>
    <Data>c0000005</Data>
    <Data>00004cfd</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
C:\Users\myusername\AppData\Local\Temp\WERB27D.tmp.WERInternalMetadata.xml</Data>
    <Data>C:\Users\myusername\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_PGPdesk.exe_95478995557565bc332dbcda4f4a1ac28a16759_1dcabc5c</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>df15bd87-5f4c-11e2-9c4c-1c75088abc9d</Data>
    <Data>0</Data>
  </EventData>
</Event>
 
Log Name:      Application
Source:        Application Error
Date:          1/15/2013 2:50:19 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      my.computer.name
Description:
Faulting application name: PGPdesk.exe, version: 10.2.1.5033, time stamp: 0x509773ce
Faulting module name: PGPsArch.dll, version: 10.2.1.5033, time stamp: 0x509773d1
Exception code: 0xc0000005
Fault offset: 0x00004cfd
Faulting process id: 0x1d9c
Faulting application start time: 0x01cdf35989a06107
Faulting application path: C:\Program Files (x86)\PGP Corporation\PGP Desktop\PGPdesk.exe
Faulting module path: C:\Program Files (x86)\PGP Corporation\PGP Desktop\PGPsArch.dll
Report Id: c9c24a87-5f4c-11e2-9c4c-1c75088abc9d
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2013-01-15T19:50:19.000000000Z" />
    <EventRecordID>62948</EventRecordID>
    <Channel>Application</Channel>
    <Computer>my.computer.name</Computer>
    <Security />
  </System>
  <EventData>
    <Data>PGPdesk.exe</Data>
    <Data>10.2.1.5033</Data>
    <Data>509773ce</Data>
    <Data>PGPsArch.dll</Data>
    <Data>10.2.1.5033</Data>
    <Data>509773d1</Data>
    <Data>c0000005</Data>
    <Data>00004cfd</Data>
    <Data>1d9c</Data>
    <Data>01cdf35989a06107</Data>
    <Data>C:\Program Files (x86)\PGP Corporation\PGP Desktop\PGPdesk.exe</Data>
    <Data>C:\Program Files (x86)\PGP Corporation\PGP Desktop\PGPsArch.dll</Data>
    <Data>c9c24a87-5f4c-11e2-9c4c-1c75088abc9d</Data>
  </EventData>
</Event>

 

DK_0524's picture

Ironwheel,

 

Yes when I try to open PGP desktop from the task bar I can see it turn on in the Task manager.  In the attached screen shot "screen 1" you see the before and in "Screen 2" you see that it has activated.  After a few seconds it turn back off and looks like "screen 1" again.

Have you found a fix?  I am still not having any luck.  The only chages I have made to my computer recently was an update to my video card  Catalyst Control Center to  Version 2012.0704.122.388.  Maybe I'll unintall that and see if anything changes.  I'm running an ATI Mobility Radeon HD 4870 on a Dell (Alienware) M17x laptop.

 

Best regards,

 

DK0524

 

 

 

screen1.jpg screen2.jpg
Ironwheel's picture

Fixed!  Worked with Symantec Tech Support who provided this solution. 

1. Go to 'About PGP Desktop' from the PGP tray and copy down your licensed to Name and Company.  Find your license key (6 part alphanumeric separated by dashes) and get ready to use it in step 5 below.  Don't do any of the rest of this unless you can find your licensing info!

2. Go to the Windows Task Manager and kill the PGPtray.exe and PGPcbt64.exe processes.

3. Copy the following two files to somewhere safe just in case this doesn't work.

 C:\Users\<username>\AppData\Roaming\PGP Corporation\PGP

  - PGPpolicy.xml

  - PGPprefs.xml

4. Delete those two files.  

5. Start PGP Desktop up from the Start button.  The enrollment assistant will pop up.  Just fill it out and proceed like normal.  You will need the credentials you assembled in step 1.  The .xmls you removed in step 4 will be re-generated.

Voila.  That worked for me. : )

DK_0524's picture

Ironwheel,

 

Voila is correct.  This just worked for me also.  I haven't used all the function yet but I am now able to get PGP desktop up and running.

 

Did you get any feedback on why this problem would crop up?  I have been using PGP on this computer for a couple of years with no issue, and then all of a sudden it stopped working??

 

Anyway, thanks for your help.  You just took a $250 program and made it usable again.

 

All the best,

 

Dan

Ironwheel's picture

Dan,

No explanation, but I didn't pursue one either.  I too had used the program on the order of a couple of years before it tied itself tied up in knots.  I assume there is initiatlization info that gets kerfuffled due to a system change of some sort.  I switch between using an external monitor and not.  Windows updates happen periodically.  Could be a bunch of things.  Hopefully this re-init recipe continues to be a silver bullet if it crops up again.  

They must know what it is.  Am going to try and keep up with Symantec's updates.  We should really be at 'Symantec Desktop Encryption 3.3.0' I am told.  This is apparently the next step from Desktop 10.2.1.  They renamed and re-versioned it.  I have no spare time to pursue this though and will probably keep using this one until it augers in again.

Glad yours is working too.  It's a good program.

Cheers,

Bob