Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

PGP Desktop.msi

Created: 30 Apr 2013 • Updated: 12 May 2013 | 14 comments
This issue has been solved. See solution.

I have been using PGP Desktop Professional 10.0.2 for some years with no problem. I use it mainly to encrypt data for personal storage. I use mainly a PGP disk.

Suddenly it stops working, both on my desktop and on my notebook. I simply cannot start the software. Therefore I can not access my data and my whole work is frozen

On the notebook I receive the following message when trying to acccess the PGP Disk: "PGP Desktop  The feature you are trying to use is on a network resource that is unavailable. Click OK to try again or enter an alternate path to a folder containing the installation pachage ´PGPDesktop.msi´. On the path box it shows C\Users\Anton~1\AppData\Local\Temp\PGP1258a\[ProductName]LABEL. "

On the desktop when trying to open the PGP disk I receive a serie of messages related to missing dll´s and at the end the Error 1721 message.

I tried to re-install the software from the original acqiored package with no result.

I found in Symantec´s knowledge base an article (not exactly an article but a single phrase) related to the issue that says " To resolve this issue, create a new PGPDesktop.msi installer on the Symantec Encryption Management Server (formerly known as PGP Universal Server) and use the new downloaded file to install PGP Desktop."

OK, this might solve the problem, BUT how do I do that? Where is the " Symantec Encryption Management Server (formerly known as PGP Universal Server" ?? I really need some more specific directions.

Please help!

Antonio

Operating Systems:

Comments 14 CommentsJump to latest comment

Tom Mc's picture

I found in Symantec´s knowledge base an article (not exactly an article but a single phrase) related to the issue that says " To resolve this issue, create a new PGPDesktop.msi installer on the Symantec Encryption Management Server (formerly known as PGP Universal Server) and use the new downloaded file to install PGP Desktop."

OK, this might solve the problem, BUT how do I do that? Where is the " Symantec Encryption Management Server (formerly known as PGP Universal Server" ?? I really need some more specific directions.

This would typically be handled by contacting your IT Department.

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

Search the Knowledge Base &

AntonioC's picture

Thank you Tom.

Problem is that I am self-employed and I am, among other things, my own IT :-(. I might have to call Symantec and pay for some live directions. What I really cannot understand is why, suddenly, all PGP Desktop programs installed in my both computers stopped running. I could understand if the installed *.msi package was corrupted (virus?) but it should work again after a new re-installation. But it did not work.

Antonio

Tom Mc's picture

Although I don't know why you would have that error without being in a PGP Universal managed setting, or having otherwise received such a custom build of the PGP installed, this Knowledge Base Article may help you obtain your msi. 

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

Search the Knowledge Base &

AntonioC's picture

Thanks for the info.

The article, and another one on a following link, seem to address the problem I am facing, but unfortunately I could not access the folder mentioned in it C\Users\[my name]\Local Settings\Temp to find the msi package and customize it. The access to the Local Settings folder was denied, although I am the sole user of this machine and therefore the admin.

Good news is that I could assemble the PGP Desktop on my notebook and decrypt the files I needed. Now, why was I suddenly encountering the package mistake on this machine and suddenly it heals by itself remains a mistery to me.

In any case, I would like to have PGP running on the desktop and at the moment I am stucked with the infamous "access denied" message.

Antonio

Tom Mc's picture

I get the same error message when I try to access the Local Settings folder, but have no problem when pasting

C:\Users\<user name>\Local Settings\Temp

directly into the address bar of Computer.

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

Search the Knowledge Base &

AntonioC's picture

Great tip Tom! It worked and I never would think so easy to bypass the infamous " access denied" barrier.

I then found the *msi file, and  pasted it to the desktop as suggested in the article.

Before running from a command prompt i must decide which switch must be disabled in order to manage to assemble the program. The other article (mentioned inside the article you reffered to me) lists 12 switches. Given that I have no idea which one is the culprit (if any one of them) I will have to try one by one. The error messages I got when trying to install do not mention anything similar to any of the switches.

Ok let´s hope it works. I will let you know.

Antonio

Tom Mc's picture

Are you still having difficulty with this?

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

Search the Knowledge Base &

AntonioC's picture

Thank you for your message, Tom.

Situation is as follows: on the desktop I still could not install the PGP10 Professional which I installed many times in tha past.

This is what I have done:

1) Followed your suggestion and tried the workaround described in the article TECH149071. This article, BTW, is mainly for administrators to distribute copies of PGP to users when some features should be disabled. No problem, it took me some time to discover how to install the software without disabling any feature.

Run the PGP executable file and stop at the Language Selection box. Go to Window Explorer and paste the location where the *.msi file should be found

For my Windows version (7) at least, the correct line to be pasted on Windows explorer is

C:\Documents and Settings\<user name>\Local Settings\Temp

There you can find the folder (it changes at every attempt to install, creating a new folder of the type PGP52f59 with different letters and numbers) where the pgpdesktop.msi file resides. Copy and pasted to an easier folder (or to the desktop) and run the comand line (I pasted the msi file into the desktop):

C:\Users\Antonio\Desktop>msiexec/i pgpdesktop.msi  with no switches to disable/enable any feature. Therefore the command started to install the full program. Some steps later I came to an error message, the same as the one I am getting when trying to run the installation automatically:

"Error in Custom Action. The library C:\Windows\a gigantic hexadecimal number.temp\WiseCustomCalla2.dll is invalid or could not be found"

Next window: "Error 1721. There is a problem with this Window Installer package. A program...etc.etc"

Click OK and get "Fatal Error"

So it seems that the manual setup did not work either.

2) Then I remembered that I have Windows XP installed as a virtual machine in this computer. Brought it to life and there it was, the PGP Desktop installed and running! It seems then that the problem that destryed the installation on the Win7 enviroment did not infect Win XP (BTW I always though that I should never have switched out of XP!). So for an emergency I can use the XP enviroment but I fear that I will face some other incompatibilities for using Win7 material on XP. And of course it makes the day-to-day work much more cumbersome.

I really wanted to get the PGP working again on the Win7 enviroment.

3) Suddenly I managed to install PGP10 Pro on my laptop! It had stopped workind a few weeks ago. The problem is that the installation does not survive the shut down. I have to install it every time I turn the computer on. So we have a new problem. It seems that the installation is done on RAM and dies with tha shut down. So I have a new problem. Any help on that?

Maybe the original exe files got someway partially corrupted, i.e., they can start the installation but not complete it. Have you ever heard of something similar?

Best, Antonio

Tom Mc's picture

Does this Knowledge Base Article help?

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

Search the Knowledge Base &

Tom Mc's picture

http://www.symantec.com/docs/TECH155685

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

Search the Knowledge Base &

AntonioC's picture

OK, I nearly got it!

Followed the TECH155685.

Deleted all PGPxxxxx folders from the Local Settings\Temp folder. These folders are created every time you try to install the PGP software. I had about 10 folders, all empty because, as far as I understand, they are created temporarily to accomodate de PGPdesktop.msi file. OK, all deleted.

On the first attempt it took me to a window (I have already came to it in some earlier attempts) with 3 radio buttons: Modify, Repair or Uninstall. I chose Repair but sensing that something was wrong. Indeed, some steps further I got "PGP Error: Internal error 2324.2 C:\Windows\System32\drivers\PGPwdefs.sys" and installation aborted.

Went to the mentioned System32 folder and found the PGPwdefs.sys folder. And then I understood that I should clean all traces of PGP before trying the TECH155685 path. Therefore I cleaned the TEMP folder again, and at Control Panel unistalled completely the PGP program (so there was something after all). Rebooted and tried again.

Now the installation took me to a window to really install (as no trace of older PGP remained). All went well, installation almost finished. Asked to reboot to finish installation, Yes, rebooted.

After rebooting got a message "PGP Error Cannot establish connection with the PGP SDK service". Click OK and nothing happened. Strangely enough the software seems to be installed. Start/All Programs there it was the PGP folder with the "PGP Desktop" shortcut. Click and got the same message about no connection with PGP SDK service.

Therefore, there is only this last hurdle to jump. PGP SDK service?

Antonio

AntonioC's picture

GOT IT!

My mistake: I missed one step of TECH155685. I should disable the UAC while installing PGP.

Searched the knowledge base as to how to disable UAC. Found some suggestions and followed one of them:

Run gpedit.msc and open Local Group Policy Editor.

Browse to Computer Configuration/Windows Settings/Security Settings/Local Policies/Security Options

Go to User Account and change the following:

UAC Detect application installations and prompt for elevation - Disable

UAC Behaviour of the elevation prompt for standard users - No prompt (this option did not exist for me so I left it untouched)

UAC Run all administrators in Amin Approval Mode - Disable

Reboot. Clean all PGP installations and especially the Temp folder as mentioned in my previous message.

Reboot again to ensure "cleaness".

Install PGP e Voila! Everything fine and running.

Go again to the gpedit and undo the changes for security reasons. Reboot and OK.

Antonio

AntonioC's picture

Sorry, Tom, but I am back to square one.

Yesterday, after installing and using PGP as I described in my earlier e-mail, I shut the nachine down. This morning, when I booted, the installation disappeared (same as it happens with the notebook). Then I followed the same procedure as yestaerday as described in my earlier message with no result. Istallation goes until I am asked to reboot in order to "finish the installation" and when it comes back I get the "Cannot establish the connection with the PGP SDK service". Tried 4 or 5 times (cleaning everything before new attempt) with no result.

I am giving up! Thank you for your help, anyway.

Question is "why did it work yesterday"? Is is a random phenomenon?

Antonio

PS: I am NOT going to buy a fresh new upgraded copy of PGP.

SOLUTION