Desktop Email Encryption

Client 3.3.0, Windows 7 x64.

As shown, SED client asks for creation of passphrase on each OS boot. Does not remember the created passphrase, and re-asks on next boot. User cannot encrypt / decrypt e-mails, obviously.

Centrally managed server with dozens of users in his group, this is the only instance of this occurance so I do not see this being a server-side issue.

Most likely causes?

Wondering if this is a related article. I do not have easy access to the client-side logs as the timezone difference is rather extreme.

http://www.symantec.com/business/support/index?page=content&id=TECH193051

Hi jphoto801,

You may want to attach a log file from the Symantec Encryption Desktop client.

Did you try the workaroud mentioned in the following KB?

http://www.symantec.com/docs/TECH193051

Best regards,

bipshr
 

What key mode is currently associated with the user's keypair?

What key modes are currently in use for the user's policy on the SEMS?

What key mode was previously used by this user (either in another group/policy, or before changes were made to the key mode in his current policy)?

Was there a change made to key modes allowed on the server?

Is there a specific need to change the user's key from SKM to CKM/GKM?

Hello commenters, thank you.

I did solve this issue over the weekend - the user was in SKM mode (somehow), unlike the rest of our user base which is entirely GKM. We went through the process of converting him to GKM and this resolved the issue.

http://www.symantec.com/business/support/index?page=content&id=TECH149059