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PGP: unable to decrypt: error -12198

Created: 19 Nov 2013 | 1 comment
harishkrist's picture

i'm unable to start or unable to pause the PGP encrption,

failed to decrpt the data even through i do have administrator license.

 

getting error -12198

 

can anyone help me to resolve this issue

 

PGP logs say:

06:26:14                        ----- Encryption Desktop started -----

06:26:14                        Encryption Desktop 10.3.0 (Build 9060) (9060)

06:26:14                        Today's date is Wednesday, July 31, 2013

06:26:16 PGP        Info       Setting logging level to: normal

06:26:21 PGP        Info       Initiating daily maintenance procedures

06:28:19 PGP        Info       Unable to send logging data to configuration server; will try later: connection not available (-11097)

08:02:31                        ----- Encryption Desktop started -----

08:02:31                        Encryption Desktop 10.3.0 (Build 9060) (9060)

08:02:31                        Today's date is Wednesday, July 31, 2013

08:02:33 PGP        Info       Setting logging level to: normal

08:02:37 PGP        Info       Initiating daily maintenance procedures

08:04:37 PGP        Info       Sending logging data to configuration server

12:08:15 PGP        Info       Sending logging data to configuration server

18:14:27                        ----- Encryption Desktop started -----

18:14:27                        Encryption Desktop 10.3.0 (Build 9060) (9060)

18:14:27                        Today's date is Wednesday, July 31, 2013

18:14:28 PGP        Info       Setting logging level to: normal

18:14:32 PGP        Info       Initiating daily maintenance procedures

18:17:30 PGP        Info       Unable to send logging data to configuration server; will try later: connection not available (-11097)

20:52:17                        ----- Encryption Desktop started -----

20:52:17                        Encryption Desktop 10.3.0 (Build 9060) (9060)

20:52:17                        Today's date is Wednesday, July 31, 2013

20:52:18 PGP        Info       Setting logging level to: normal

20:52:22 PGP        Info       Initiating daily maintenance procedures

20:55:21 PGP        Info       Unable to send logging data to configuration server; will try later: connection not available (-11097)

22:08:18                        ----- Encryption Desktop started -----

22:08:18                        Encryption Desktop 10.3.0 (Build 9060) (9060)

22:08:18                        Today's date is Wednesday, July 31, 2013

22:08:19 PGP        Info       Setting logging level to: normal

22:08:23 PGP        Info       Initiating daily maintenance procedures

22:11:21 PGP    Info   Unable to send logging data to configuration server; will try later: connection not available (-11097)

Operating Systems:

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_Adam_'s picture

From the error message I see that:

Unable to send logging data to configuration server; will try later: connection not available (-11097)

which means your client can't communicate with the server.

 

 

I would do the following steps:

 

a) via command line try to post the following information please form your disk:

on x64 bits:

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --enum

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --status

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --list-users

try to resume decryption operation:

C:\Program Files (x86)\PGP Corporation\PGP Desktop>pgpwde --resume --disk 0 --passphrase "your passphrase"

b) check the following KB article as the above error message indicate connection issues with your server - not only related to the decryption

Unable to Enroll PGP Desktop User with Server: Error - 11984
http://www.symantec.com/docs/TECH149150

Follow the steps:
 

Windows XP  

  1. Click Start>Run.
  2. Type regedit and click OK.
  3. Browse to HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
  4. Select the folder and right-click the right pane in the Registry Editor.
  5. Type AppData for the value.
  6. Right-click the AppData value and select Modify.
  7. Type %USERPROFILE%\Application Data for the Value data and click OK.
  8. Close the Registry Editor.

 

Windows Vista & Windows 7  

  1. Click Start.
  2. Type regedit in the Start Search field, and then click the regedit result in the Programs list.
  3. Browse to HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
  4. Select the folder and right-click the right pane in the Registry Editor.
  5. Type AppData for the value.
  6. Right-click the AppData value and select Modify.
  7. Type %USERPROFILE%\Application Data for the Value data and click OK.
  8. Close the Registry Editor.

If necessary, perform the previous steps to add the value for the HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders key.

and then again check my point a) to see if you can run decryption process form the command line or simply check if you can decrypt from the GUI

 

 

c) although I don't see this from the logs as these are just normal logs not Debug logs please check how did you install the client ? Was it embedded policy client from the server

What is the Embed Policy Option for PGP Desktop Configured Installations?
http://www.symantec.com/docs/TECH148945

Note:
PGP Whole Disk client does not communicate with the PGP Universal Server

you would have to either convert the client to Managed client:

Converting an Embedded Policy Client to a PGP Universal Server Managed Client http://www.symantec.com/docs/TECH149637

or

downnload the client with Auto - Detect Policy again

HOW TO: Download PGP Desktop Client Installers in PGP Universal Server 3.0
http://www.symantec.com/docs/HOWTO42101
 

HTH

 

 

 

 

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