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PGP Desktop Not Working with Windows 8, Outlook 2013 on a Microsoft Surface

Created: 04 Mar 2013 | 55 comments

I have a sucessfully used PGP desktop with Outlook 2010 in Windows 7 without any problems.  However, when I try to set up the same configuration in Windows 8, using Outlook 2013 (in an Exchange environment), on a Microsoft Surface Pro, I find that PGP does not encrypt or decrypt anything in Outlook. The PGP log does not provide any information at all (meaning it fails to recognize that Outlook is even running).  I've tried uninstalling and reinstalling, followed all of the PGP suggestions to verify that the account is working correctly (it is), but nothing seems to work.  I even tried reverting to Outlook 2010 (where I know PGP works), but that didn't help.

 

Is this a Windows 8 issue or a Microsoft Surface Pro issue?

 

 

Operating Systems:

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Alex_CST's picture

Windows 8 is currently not supported on any Symantec encryption product

Please mark posts as solutions if they solve your problem!

http://www.cstl.com

Aryton's picture

I understand that, but I have seen PGP desktop work on other Windows 8 machines.  I've also seen it work with Outlook 2010. 

Aryton's picture

I've determined that PGP Desktop can see Outlook, and the module loads when Outlook is started.  However, there is no auto-detection of accounts happening, nor is PGP Desktop acting as a proxy, even though all the settings indicate that it should act this way.

 

What else can I try? 

 

(And why in the world would it take Symantec to long to come out with a Windows 8 compatible version?  Windows 8 has been out for quite some time.)

sven_frank's picture

Hi Aryton,

as Alex has mentioned Win8 is currently unsupported.

But I have some questions.

Your Office 2013 Install is 64 or 32 Bit ?

I would not say it is an Issue of the Surface Pro since it runs Plain Windows 8.

 

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

Aryton's picture

I believe the Office 2013 version that comes with the Surface Pro is 64-bit, but I have no way to verify this. 

 

All of the PGP troubleshooting options have failed thus far.  It simply appears that the PGP Desktop software cannot act as a messaging proxy.  I have verified the settings on everything are identical with a PGP Desktop installation on a 32-bit Windows 7 laptop - but nothing works.

sven_frank's picture

Hmm the Surface Pro doesn' come to my knowledge with Office 2013 preinstalled only the MS Surface.

But you can find it the following way:

Desktop ==> Outlook (or any other Office App) ==> FILE ==> Help

Where the Version is mentioned it should say (32Bit) or (64Bit)

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

Aryton's picture

That's odd, it's 32-bit.  I would have expected it to be 64-bit, but in this case it is not.

Aryton's picture

Here is what the log says:

13:21:27 PGP     Info    Setting logging level to: verbose
13:21:31 Email     Verbose    Connection accepted
13:21:31 Email     Verbose    Connection accepted
13:21:32 Email     Verbose    Processing plugin requests
13:21:32 Email     Verbose    Outlook Plugin: Loaded successfully.
13:22:04 Email     Verbose    Outlook Plugin: User encrypted a message with subject Test Message

 

However, the message is not encrypted, nor does it ask for my PGP key password.

 

 

 

sven_frank's picture

Ok let's check the basics:

We talk about a 32 Bit Outlook:

Check the following reg Key:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Windows]

"LoadAppInit_DLLs"=dword:00000001
"AppInit_DLLs"="PGPmapih.dll"

Check if the values look like this if not that is where the issue starts.

 

 

 

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sven_frank's picture

OK let's move one:

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\PGP Corporation\PGP]

"PGP_INSTALL_MAPI_PLUGIN"=dword:00000001
"PGP_INSTALL_LSP"=dword:00000001
"PGP_INSTALL_MAPI"=dword:00000001

These also look the same ?

Also is under "About Symantec Encryption Desktop"

PGP Messaging ticket and says enabled ?

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Aryton's picture

The registry entries all match.

For the messaging license, it has a checkmark and says "This feature is included in the license you entered."  All features are included in the license I'm using.

Under messaging options, "Secure Email" is checked, as is "Discover new accounts."

 

sven_frank's picture

Which PGP/SED Version do you use ?

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Aryton's picture

I have 10.3.0 installed on the Windows 8 machine.  I have 10.1.1 running (under a different license) on a Windows 7 machine, with Outlook 2010.  10.1.1 is working fine, but 10.3.0 on the Windows 8 machine is the one with problems, even with Outlook 2010.

sven_frank's picture

I NEED TO EMPHASIS IT IS NOT SUPPORTED !!!!!

 

Let's turn on debug:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\PGP Corporation\Universal\Debug]
"LoggingLevel"=dword:0003ffff

When you click on an non Encrypted E-Mail you should see the following entry when you have "Verbose" selected

11:44:30 Email     Debug    >> sPluginIPC
11:44:30 Email     Debug    >> PGPocTrayCopyLocalKeyCachesToWorker
11:44:30 Email     Debug    << PGPocTrayCopyLocalKeyCachesToWorker
11:44:30 Email     Debug    PlugIn: first event
11:44:30 Email     Debug    MAPI Proxy: This message is not encoded and passed through without further processing.

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Aryton's picture

Yes, I understand that this is not supported, but I really appreciate the assistance of walking through it to see if there is any obvious sign why it is not working.  I'm also prepared to wipe my computer and start over if any problems happen along the way.  

I made the appropriate registry entry, and clicked on a non-encrypted e-mail.  I did not receive the message indicated.  I then tried to send both an encrypted and non-encrypted e-mail as a test.  I was able to send a message unencrypted, but the Outlook buttons to encrypt and/or sign disappeared in debug mode so I could not send an encrypted message.  This is the result of the log:

 

11:16:25 Email Verbose Connection accepted
11:16:25 Email Debug Queueing socket 0x9F8 for worker
11:16:25 Email Debug Socket 0x9F8 dequeued by worker
11:16:25 Email Debug Received OIPCINIT
11:16:25 Email Debug >> PGPocInitIndirectSession
11:16:25 Email Debug Session-type: LSP
11:16:25 Email Debug Email port redirection enabled
11:16:25 Email Debug << PGPocInitIndirectSession
11:16:25 Email Debug PGPocInitIndirectSession succeeded
11:16:25 Email Debug Sending OIPCINITRESP
11:16:25 Email Debug Closed client socket: 0x9F8
11:16:25 Email Verbose Connection accepted
11:16:25 Email Debug Queueing socket 0x9FC for worker
11:16:25 Email Debug Socket 0x9FC dequeued by worker
11:16:25 Email Debug Received OIPCINIT
11:16:25 Email Debug >> PGPocInitIndirectSession
11:16:25 Email Debug Session-type: MAPI
11:16:25 Email Debug << PGPocInitIndirectSession
11:16:25 Email Debug PGPocInitIndirectSession succeeded
11:16:25 Email Debug Sending OIPCINITRESP
11:16:25 Email Debug Received OIPCCONNECT
11:16:25 Email Debug >> PGPocInitIndirectConnection
11:16:25 Email Debug << PGPocInitIndirectConnection
11:16:25 Email Debug PGPocInitIndirectConnection succeeded
11:16:25 Email Debug >> PGPocProxyConnection
11:16:25 Email Verbose Processing plugin requests
11:16:25 Email Debug >> sPluginIPC
11:16:25 Email Debug >> PGPocTrayCopyLocalKeyCachesToWorker
11:16:25 Email Debug << PGPocTrayCopyLocalKeyCachesToWorker
11:16:25 Email Debug PlugIn: first event
11:16:25 Email Verbose Outlook Plugin: Loaded successfully.
11:16:25 Email Debug Received testconnection request
11:16:25 Email Debug Outlook Plugin: Version 15.0.0.4420
11:17:06 Email Verbose Connection accepted
11:17:06 Email Debug Queueing socket 0xA00 for worker
11:17:06 Email Debug Socket 0xA00 dequeued by worker
11:17:06 Email Debug Received OIPCINIT
11:17:06 Email Debug >> PGPocInitIndirectSession
11:17:06 Email Debug Session-type: LSP
11:17:06 Email Debug Email port redirection enabled
11:17:06 Email Debug << PGPocInitIndirectSession
11:17:06 Email Debug PGPocInitIndirectSession succeeded
11:17:06 Email Debug Sending OIPCINITRESP
11:17:06 Email Debug Closed client socket: 0xA00

 

idevarjr's picture

Guys, see the article (updated recently: 02/2013)

http://www.symantec.com/docs/TECH199095

In other words: Windows 8 is not supported yet (officialy by Symantec).

PGP_Ben's picture

This is a known issue which is fixed in an upcoming product release 10.3.1. Please subscribe to the KB that idevarjr posted here http://www.symantec.com/docs/TECH199095 to be notified when Windows 8 is supported as well.

eTrack#2946258 for reference.

I also want to emphasise that Symantec Encryption Desktop 10.3.0 is not supported on Windows 8 platform. Whether its Outlook 2010 or 2013.

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

BartmanEH's picture

Outlook 2013 is not officially supported either but does anyone know if Encryption Deskop works with 64 bit Outlook 2013 on Win7?

[edit] I found some info here - looks like there are some issues with Outlook 2013 as well as Win8.

sven_frank's picture

Hi Bartman,

regarding Win8/Office2013 it is really only some weeks away.

The 32Bit Version also when not supported worked "ok" in my testing. But not sufficent in a way that we consider it supported. But these Issues are also solved with 10.3.1 ==> This should also make your 64Bit Issue go away.

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sven_frank's picture

10.3.0 MP1 is the currently latest and greatest.

10.3.1 is currently in QA and supposed to hit the street soon. So stay tuned and wait for the release update.

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

Aryton's picture

It has been the better part of a month since the last update here.  Are you making any progress? 

PGP_Ben's picture

They are working on the product release. It's taking more time than expected but they are working to try and make the product as stable as possible. This is a step in the right direction I think. Stay tuned..

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stalins_llama's picture

Thanks for keeping us informed, curious as to whether we are in the realm of weeks or months until these issues are resolved?

Is it possible to get a notification when the .1 release occurs?

sven_frank's picture

We will post an update into this thread when the Version is available on File Connect or is very short before the release. As been is saying it takes longer then expected but it is very heavy being worked on. 

 

 

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WilsonF's picture

I have PGP 10.3.0 on a system with Windows 8 Enterprise (x64) and 64-bit MS Office 2010. PGP will autodetect an Outlook POP3 e-mail service but will not autodetect or encrypt/decrypt with an Outlook MS Exchange account. I'm returning my Win7 hard drive to this system until there's an update. This doesn't call for a response, but I find it odd that PGP will autodetect only POP3 service.

I get the same cannot proxy errors as others have reported when the Exchange account is open in Outlook.

Tom Mc's picture

Just on the chance that you might be using the Home license, I want to mention that the Home license does not include Exchange support.

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Search the Knowledge Base &

sven_frank's picture

As you might figured 

Windows 8 Support will not hit the street wihtin April. 

There is currently some discussin regarding Features for Windows 8.

Hope to have an updated timeline soon regarding Release Timeline but the April release got replanned and will be released at a later time. 

 

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

WilsonF's picture

For what it's worth to your developers, the machine on which I had the problem PGP e-mail encryption on an Outlook 2010 Exchange account but not the Outlook POP3 account has Win 8 Enterprise x64 and Office 2010 64 bit.

We have another test system with Win 8 Pro x64 and Office 2013 32 bit with the same Exchange account and the same POP3 account. PGP 10.3 autodetected both accounts and encrypts/decrypts in both.

Since there are three differences (Enterprise vs Pro editions of Win8 and 64bit Office vs 32 bit office and Office 2010 vs 2013, I'm not sure which is responsible for the different performance.

Aryton's picture

Seriously - no realse in April?  I thought this was in QA and just about ready to be released?  We want this to be a quick bug fix, not a revised set of features.  To say I'm frustrated with such a long delay for Windows 8 support is an understatement.

 

WilsonF - perhpas having both an Exchange and POP3 account on the same machine somehow causes the autodetect to succeed.  I also had Win 8 Pro (but only 32-bit) and Office 2013 32-bit with an Exchange account and it failed.  I haven't tried with a POP3 account.

PGP_Ben's picture

@Aryton, the problem with "partial support" is that it ends up giving us a bad reputation. Symantec is very commited to changing our image today and as part of that, we are having to delay major release versions that are not quite ready for the gold standard in release quality. This means (unfortunately) that this can cause delays in our release times.  That is also why Symantec Technical Support is still commited to doing best effort support for Windows 8 wherever possible. But the reality is that it's not just Windows 8 support coming in Symantec Encryption 10.3.1 for Windows. We are working on a lot of other much needed roadmap changes such as Outlook 2013/Exchange 2013 support, better support for cloud hosted services, newer Linux release support (with Drive Encryption), UEFI boot suport (instead of Legacy MBR option).  Better upgrade reliability/support for the Symantec Encryption Management server among various other features.

In the meantime, we do plan to release a couple maintenance packs ffor the 10.3.0 version for critical customer facing bugs on supported platforms of Windows.  I would imagine some of the Outlook 2013 related bugs will be addressed during that time.

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Jeppe Oland's picture

the problem with "partial support" is that it ends up giving us a bad reputation.

I can't exactly say It's giving you a good reputation to just plain not work, and to delay addressing the issue...

PGP_Ben's picture

for those interested in working on root cause analsyis and troubleshooting this Outlook 2013 mail proxy issue please see my comment on the other Outlook 2013 thread here.

https://www-secure.symantec.com/connect/forums/mic...

I'm willing to help where I can till we have Windows 8 support officially available.

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

Aryton's picture

I have to be honest.  We are now looking at competitive solutions for encryption.  This delay is not very well received on this end, especially since Windows 8 was released in October of 2012.

 

Can you at least give us a new expected release date?

BartmanEH's picture

I agree.  We get glimmers of hope of a pending release that get dashed and rescheduled with no release date.  Office 2013 has been out for more than 4 months.  Windows 8 is almost the only option for new laptops etc.  It's a nightmare.

Arti's picture

I can confirm that waiting so long is highly annoying. Additionally, I remember when previous version of Office/Windows became available, it took Symantec several months to create version that works with it.
So no improvement in this area.

@Aryton, if your reseach unveil some competitive solution please let us know. I also consider switch to another solution for encryption.

 

sven_frank's picture

So small update: 

10.3.1 has been delayed but it will ship this year (Q3 as of my current informaiton) 

As a small note as Ben mentioned the next MP may show improvements on Windows 8. 

The next MP aka 10.3.0 MP2 will be released in Mid June timeframe (MP timelines are usually quite stable as soon we get a date) 

From the changes that are in I would give it a try on Windows 8 with Outlook 2013 32Bit

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

BartmanEH's picture

A Q3 release to support OS Win8 and Outlook 2013 that will have been out for over 6 months?  I'm sure dev betas have been out for longer.

Who still uses 32-bit apps?  Are we really being advised to wait another month and then to TRY uninstalling 64bit Outlook 2013 and loading 32bit Outlook 2013 in case it MIGHT work?

Well that clinches it.  Off to look for an alternative PGP solution. Command line PGP will have to do for now for attachments.

Steve Prowse's picture

Hi Sven,

I have installed pgp 10.3.1 and it is still not working on Outlook 2013.  There are no errors in the log - do you have any suggestions as to what I can try?

Regards Steve

3P3's picture

As a very functional work-around to the email encryption problem with Windows 8 and/or Outlook 2013 I have found that the product: gpg4o does an excellent job of interfacing with Outlook and it provides excellent key management also.  It's based on using gpg so what I do is manage my keys, file encryption, etc. with PGP and I export my signing keys and import them into gpg where gpg4o can use them with my email.

My only question to Symanatec is: Why can a small, open source developer in Germany produce a product that works with Windows 8 & Server 2012 AND Outlook 2013 a full year before Symantec?

 

Arti's picture

Thanks a lot 3P3!

I'll check gpg4o and hopefully replace Symantec's solution.

I also hope, you wake up Symantec and start deliver things on time.

 

 

WilsonF's picture

Windows 8 is going to undergo a new release June 28 (for MVLS customers at least). I can't blame Symantec if it is waiting to see whether the fixes work under whatever MS provides then.  I have found that on our non-tablet systems PGP v 10.3 works fine with Windows 8 enterprise ed 64 bit and Office 2013 32 bit and with Windows 8 enterprise ed 64 bit and Office 2012 32 bit. However, Win 8 64 bit and the 64-bit versions of Office 2013 and Office 2010 won't work.

Only a couple of other guinea pigs in my organization are using Windows 8 anyway.

PGP_Ben's picture

As a side note, in 10.3.0 MP2 we have now announced Outlook 2013 (32-bit) support on Windows 8 with this product release. Here is a copy of the release notes which may be of interest to you:

Symantec Encryption Desktop 10.3 MP2 for Windows supports the use of the Symantec™ Desktop Email Encryption, Powered by PGP Technology component for Microsoft Outlook 2013 (32-bit) with Windows 8 and Exchange 2010.

Drive Encryption, Fileshare Encryption, and Outlook 2013 (64-bit) support is still Work in Progress.

I believe the timing of Microsoft's update to the operating system may have something to do with release dates. But we are also in the process of changing Symantec company image. As part of that, we are much more heavily focused on product quality. So now we are not releasing something and saying that we support it until it's been much more agressively QA'ed and developed before shipping it out the door. There will be lost of code changes and improvements in the upcoming product releases for Encryption this year.  Watch for drive encryption support on Windows 8 which should be coming later this year around Q3 CY2013 ish.

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

PGP Dan's picture

Symantec Encryption Desktop 10.3.1 was released yesterday, and is available on fileconnect.symantec.com

Steve Prowse's picture

Hi Dan,

I have installed pgp 10.3.1 and it is still not working on Outlook 2013.  There are no errors in the log - do you have any suggestions as to what I can try?

Regards

Steve

Steve Prowse's picture

I have installed pgp 10.3.1 and it is still not working on Outlook 2013.  There are no errors in the log - do you have any suggestions as to what I can try?

 

shawnl's picture

The issue is PGP desktop is trying to install somthing under the OS.  This interfers with the secure boot, a featue of the Surface and most modern PCs.  Disable secure boot in UEFI and PGP e-mail will work.