Endpoint Encryption

Environment:

• PGP Desktop Professional 10.2.0 [Build 1672]
• MS Outlook 2010 SP1 ver.14.0.6023.1000 (32-bit) connected to MS Exchange 2010
• MS Windows 7 Enterprise SP1 64-bit

Symptoms:

• When Outlook is not in Cached Exchange Mode and a meeting request (or response to a meeting request) comes in, Outlook hangs with the "(Not Reponding)" message in the title bar. Outlook is unusable until it is restarted, at which time the meeting request is available in the inbox.
• Disabling the PGP Messaging Service from the PGP Desktop menu makes no difference.
• When Outlook is in Cached Exchange Mode, the problem does not occur.

Please let me know if there are other steps I can take to help isolate the problem.

Regards,

Stewart Fletcher

This is from the PGP 10.2 Release Notes:

Microsoft Outlook 2010. PGP Desktop is now compatible with Microsoft Outlook 2010 64-bit. PGP Desktop for
Windows only.

What about 32-bit Outlook.  I have the same problem (10.1)

I have just sent an email trying to seek clarification on this.

Looking further down on the 10.2 Release Notes:

Compatible Email Client Software

PGP Desktop for Windows will, in many cases, work with Internet-standards-based email clients other than those listed
here. Symantec Corporation, however, does not support the use of other clients.

PGP Desktop for Windows has been tested with the following email clients:
Microsoft Outlook 2010 (32- and 64-bit)/Exchange Server 2010 (on-premise only)

<snip>

OS: Win XP SP3 32-bit

Outlook 2010 SP1 32-bit

PGP Desktop Email 10.2

on a fresh reboot outlook works fine, after some time(usually an hour sometimes more sometimes less) outlook stops sending and receiving emails "Exit PGP services" has no effect on the issue, user has to reboot.  Email worked fine before installing PGP a few weeks ago.

I will note that for some reason one of the PC's in question does not have the PGP Outlook Plugin listed in outlook "add-ins".  the other computer Having Send/receive hangs does have the plugin active.

I have heard similar reports that Outlook 2010 is hanging due to calendar reminders in Outlook with PGP Desktop 10.2.  I heard from some other technicians that disabling the alerts in Outlook fixes the issue (as a workaround).  I'm pretty sure that a bug has been filed for this issue. But i'm still trying to track down the bug information.

Bug number for reference:

Our support engineers and QA have tried to reproduce this problem and have been unsuccesful. As such, it would have been/is difficult for us to catch.

Would somebody mind providing me with something like a winaudit report via private message? Those details from an affected computer can help us to look at what software could be causing the conflict (since a plain vanilla Win7 X64 SP1 machine with Outlook 2010 SP1 (32-bit) and PGP Desktop 10.2.0.1672 is not reproducing the issue for us). 

I have had some customers reporting that they are using McAfee for their Antivirus solution. Is that the case for anybody else here affected in the forum?

Another check in the box for another company experiencing these hangs.  It's like Symantec and PGP don't actually use/test these new releases in corporate environments.  Can we please get a rapid deployment fix to this?  I'm going to submit a case with support in regard to this issue as well

Win7 x64 SP1

Outlook 2010 SP1 x64

PGP Desktop 10.2.0.1672

We have experienced this with Sophos 9.7 and with both Symantec Endpoint 11.x and 12.x.  If you can provide instructions for winaudit I will be happy to assist.

An additional piece of information that may help - it seems to happen more often to me with appointments with reminders.  When a reminder is supposed to pop up, or an appointment is sent that contains a reminder, things sometimes go crazy.  Here's the event from a lockup that happened on my own laptop today:

Fault bucket 2202983033, type 5
Event Name: AppHangB1
Response: Not available
Cab Id: 0

Problem signature:
P1: OUTLOOK.EXE
P2: 14.0.6025.1000
P3: 4d949961
P4: fdcf
P5: 0
P6:
P7:
P8:
P9:
P10:

Attached files:
C:\Users\<username>\AppData\Local\Temp\CVR1F2A.tmp.cvr
C:\Users\<username>\AppData\Local\Temp\WERC6C1.tmp.appcompat.txt
C:\Users\<username>\AppData\Local\Temp\WERC951.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\<username>\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppHang_OUTLOOK.EXE_761ab6d3eba6ec47d35a3e51682d4e544e26f5e3_1eecfdc7

Analysis symbol:
Rechecking for solution: 0
Report Id: ac7ae58e-d017-11e0-9bf4-0026b9cfadd4
Report Status: 0

You can download it here:

http://www.pxserver.com/WinAudit.htm

You can find instructions here:

http://www.pxserver.com/WinAudit/hlp_install.html#install

I would like the html report please

We experience this issue as well with all of our Dell laptops running Windows 7 Enterprise x64, Outlook 2010 x32, and using Trend Micro.

Any update on this?  I sent a Winaudit earlier this week. 

I'm about to send in a WinAudit as well.  I didn't see the reply; need to subscribe to the thread.

We are still investigating this issue. we think that it could have something to do with security software installed on the machine. but some machines have mcafee enterprise virus scan, some have trend micro and some have SEP 12. So we are still diagnosing the problem.

I've seen it occur with Sophos 9.7 and SEP 11.0.6 as well, for what it's worth.

I think the problem is rooted in the POP3 protocol, something to do with PGP logging in to the POP3 server and since only one connection can be logged in to POP3 at a time, outlook hangs and can not connect.  Now fix it.

I have the same problem...

OS: Windows XP SP3 32-bit or Windows 7 Enterprise x64

Outlook 2010 SP1 32-bit oder Outlook 2007

PGP Desktop Coorporate 10.2

Same problem

• PGP Desktop Professional 10.2.0 [Build 1672]
• MS Outlook 2010  ver.14.0.6106.5005 (32-bit) connected to MS Exchange 2010
• MS Windows 7 Professional SP1 64-bit

Any update?

Doesn't seem like this will ever get fixed.  This has been a known issue for over 2 years that they for some reason cannot replicate.  As a temporary fix (until we purchase software to replace this buggy PGP) this is how you can prevent Outlook from locking up.

In Outlook click File, Options, Mail and make sure you UNCheck "Display a Desktop Alert" located under Message Arrival.  As long as that is not checked you should be fine.

We have had the same issue, and it exists in all PGP versions as far back as 9.10. If you don't need your users to be able to create encrypted mails through the desktop client (we use alternative server-based software for this) then you can disable the MAPI extensions by installing the client using the following command-line:

 msiexec /I pgpdesktop.msi PGP_INSTALL_MAPI=0 

This has prevented the freezes for us but obviously is only viable if you do not need the Outlook features. We would be very interested to see a fix for this issue.

I get this very issue on my own machine (Win 7 64bit, Office 2010 32bit) and managed to replicate exactly the same problem on a vanilla build laptop (Win 7 32bit, Office 2010 32bit).

Is there an update for this issue? I am having the same problem.

Win 7 Ultimate N SP1

Office 2010 64bit

Latest PGP version of 10.2.0 [Build 2068]

Thanks Raspy!  This seems to resolve the issue.  :)  We don't use the MAPI extensions of PGP anyway so this is perfect.

Hello Stewart,

Good news for you !!!

We have got 10.2 MP3 which has taken care of many issues in the previous versions.

Please try the 10.2 MP3 which you can download from below link :

www.fileconnect.symantec.com

If/when you consider your issue resolved, please click Mark As Solution on the post that best provided the solution.

Thanks,

Chetan.

I am running 10.2.0 MP3 Build 2317 and Outlook 2010 still crashes everytime I receive a meeting invite.

Hello,

we have the same issues.

Outlook 2010 Online Mode - Moving emails (f.e with attachments (f.e.4MB)) to other folders takes about 5 seconds each item.

if i kill pgptray.exe and run outlook again it works great. if outlook is in cached mode it works also.

But in our environment we cannot use Cached Mode.

Is there any solution for this problem?

Thanks

We also tried the MP3 update and it did not fix the problem. The problem only goes away if you entirely uninstall PGP Desktop or disable the notification boxes that pop up when mail is received. I haven't tried using cached mode, but we have been advised not to use that with our mail system. Please fix this as soon as possible so that we can continue using our software as intended. Thanks!

I have the same issue, "Outlook 2010 hangs on Send/Receive".

My machine is Windows 7 Pro x64, Outlook Pro 2010 32 bit (v.14.0.6023.1), PGP Desktop Pro 10.2.0 v2317, AV Client is ESET Smart Security 5 with all of the mail related plugins turned off other than "scan new messages".

Is there a patch forthcoming?

I have an open ticket with support, and this bug is supposed to be fixed in the next build.  It has a tentative release sometime in February.  I'll test it and post the results as soon as it is available.

There are 4 workarounds that I'm aware of, but not all will be acceptable based on your use case and policies:

1. Disabling desktop notifications in Outlook

2. Using Outlook in Cached Mode

3. Installing PGP without the MAPI plug-in

4. Removing PGP from Startup, start it when necessary for ad hoc tasks, and exiting immediately.