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PGP Desktop No Longer Automatically Decrypting Emails

Created: 18 Jul 2011 • Updated: 18 Jul 2011 | 14 comments
This issue has been solved. See solution.

Hi,

I have been using PGP for a few weeks and everything was going  fine until one day none of my emails were being decrypted.  They are all in ciphertext.  This isn't the worst thing, being that I work in IT, but for the rest of the employees who need this transparency it will be.  PGP Desktop Email was running and the passphrase was cached.  Also, the correct keys are on my keychain so that is also not the issue.  Any help would be great. Thanks!

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Tom Mc's picture

This Knowledge Base Article may be of help.

You might possibly have started using another email proxy, such as for AV or antispam.  You might want to right click on your key in All Keys of PGP Desktop, select Properties, and make sure your key is showing as having Trust set to Implicit.

Sometimes when this problem occurs, it is necessary delete your PGP messaging service, and let PGP recreate it for you.  I'm thinking this is what you may need to do.

I'm guessing that you are not receiving an error message?

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ITIntern6395's picture

Thanks for the help.  My key is set to implicit.  When you say recreate the messaging service do you mean creating a new messaging profile?  When I create a new service I have to input everything myself, nothing is created for me.  Am I doing something wrong?

Thanks!

Tom Mc's picture

When you launch PGP Desktop, you will see a module on the left hand side for PGP Messaging.  Click on it.  The first thing you will then see below the heading PGP Messaging will be your messaging service.  If you have the Messaging Tab of PGP Options set for "Discover New Accounts," this messaging service will have typically have been automatically created by PGP when you first used your email client after installing PGP.  If it was created in this automatic way for you, you can right click on it and select Delete Service, and on your next email use it will be recreated.  You may be in a setting where this was needed to be created manually instead; if this is the case, you should check all your Account Properties , including the Server Settings on the right hand side, and make sure they are all set correctly. 

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ITIntern6395's picture

Okay so when I was going through and deleting the Messaging service mentioned above I noticed that there were two different services (different names) but had the exact same information in them.  I guess I might have created one and the other was automatically done for me.  It looks like the automatic one was disabled.  Why wouldn't it have used the manually created one if it was the same thing? Is there a reason for this or is it becuase once the automatic one was disabled it disabled the whole thing?

Thanks.

Tom Mc's picture

Your difficulty may be resolved by just enabling that disabled service.  When a service is disabled, PGP completely ignores any mail activity for the mail account it covers.  If that doesn't do it, I'd suggest deleting both.

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SOLUTION
Tom Mc's picture

Glad to hear it!

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MSU Admissions's picture

Last week my computer was upgraded to Windows7/Microsoft Office 2010.  I use PGP to decrypt and verify ACT scores that come to our office via our email.  Because we have only 1 license and have had to move the software to different computers in the past, I know to save my public/private keys in the event of computer swap or upgrade.  However, I installed PGP and although it seemed ok, cannot get past this message once I enter my passphrase when downloading ACT data--I usually select "decrypt and verify" and then copy to clipboard and then am able to paste the data into notepad in a readable format--can't get that far.  I installed 32 bit, don't know if that matters.  The message says it cannot copy from the clipboard and to try the manual process if the problem persists.  I have untinstalled and reinstalled twice, checked the keys, tried to not cache, and now I cannot see the icon.  Can you please help me?  Thank you.  Carol. 

Tom Mc's picture

For future reference, your concern would be more likely to receive the attention and assistance it deserves if you use the Create Content button toward the top of the page to start your own thread/topic.

Office 2010 is not yet supported by PGP, so if you are having problems with Outlook's use of the email proxy, that could be the cause.  If your Windows 7 is 64 bit, then you must use the 64 bit PGP installer for it to work properly. 

With PGP versions 10.0 through 10.0.2, the keyrings must be in the default My Documents location - this bug is resolved as of version 10.0.3.

If this is not helpful to your situation, please provide more detail as to what actually happens when you go through the Decrypt and Verify process.

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MSU Admissions's picture

My question started in the open forum.  This is MSU Admissions.  This is the error I'm receiving "PGP could not automatically copy the text from your window.  Please check to make sure your text is in the window that last had the input focus and try again. If PGP still can't copy the text, the window you are trying to use may be a non-standard control. Please copy the text and perform the PGP operation manually."  This is when I choose decrypt and verify.  The icon looks like a padlock, is that right?  The keyrings are saved in a folder in Documents and appear to be in PGP when I open the application.  My Windows 7 version is 32 bit as that is required for another software application I use.  My internet is Protected Mode: On and now that I reinstalled PGP I can send and receive email again although I don't know about email proxy--my main concern and what I use this for is to download ACT scores, I don't know what category to pick if I try to create forum discussion, but I really need help as if I don't download our ACT scores in a certain timeframe, we are charged money for them to republish these files, thanks. 

Tom Mc's picture

I don't recall what version(s), but there was at least one version that had more of this happening than with others, so if you are eligible for a free upgrade, you may want to do so.  However, it also does depend on the application that is being used.  If I'm understanding correctly, I'd suggest that you use this work around:

Select all the text you need decrypted (perhaps by using Ctrl-A), use Ctrl-C to copy it to the Windows clipboard, and then use PGPtray's option of Clipboard - Decrypt and Verify.

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MSU Admissions's picture

Hi, I already tried that, selecting the text, right click, copy, chose clipboard and decrypt/verify and then I get an error there is nothing on the clipboard.  I think we do have upgrade support, but I don't know if I could call in or what I need to do for that.  Last time I called they said we should purchase a new license with technical phone support, however, if this is an issue because of Windows 7/Office 2010, that won't help us.  I uninstalled and tried reinstalling on a machine I found that has XP and Office 2007--got an error message during the install although it seemed to pick up my keys from My documents etc.  It didn't tell me it installed successfully like it should, but the icon is there and looks normal.

MSU Admissions's picture

I uninstalled the software from my machine and found another machine that had the older version of Office (Office 2007 and XP).  The installation seemed to work, so I think I'm ok for now.  When will PGP work on the compatibility issue with 2010--I would think many are transitioning to the newest version??  Thank you.

Tom Mc's picture

Glad to hear that you are okay for now.  Software release information is closely controlled as to new features and release dates.  The following is from a post I made a couple weeks ago in another thread.  I'm not aware of any change since then.

Although I am not authorized to say anything about the expected release date, I am now able to say:

Outlook 2010 support is projected for the next release of PGP.

Forward-looking Statements: Any forward-looking indication of plans for products is preliminary and all future release dates are tentative and are subject to change. Any future release of the product or planned modifications to product capability, functionality, or feature are subject to ongoing evaluation by Symantec, and may or may not be implemented and should not be considered firm commitments by Symantec and should not be relied upon in making purchasing decisions.

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