Video Screencast Help

PGP WDE, strange password issues.

Created: 29 Jul 2013 | 1 comment

Hello everyone, 

I could really use some help here. I am currently the Altiris administrator with my company, and because of this I have just become the new PGP admin with like 5 tickets along with it from users having issues.....awesome! I really have no idea what I am doing with this software so I was hoping someone could help me with this issue I am seeing. 

First off I am using Server Version 3.3.0, we use WDE and the email encryption for Lotus Notes. The issue seems to be this, and at this point I am not sure if this is even possible with this software. 

User puts password in > Gets wrong password message > Needs to call the helpdesk for a reset > they reset she gets in. 

Now I have looked at the logs on this machine and some days she gets in fine, some days she needs to call the helpdesk. This morning she had 7 failed login attempts. Could something be wrong in the software, and if so can I just recreate her PGP account without any adverse effects? 

Sorry for the lack of information but this is literally all I have, our helpdesk and the user can not give me any more info than this. Is it likely she is not putting the password in correctly? I would just go to the users desk but she works remote in another state.. 

Thanks for any info.

Operating Systems:

Comments 1 CommentJump to latest comment

Alex_CST's picture

Are we talking passwords for WDE?  Do you issue her with the whole disk recovery tokens to get in?  Sounds like this user is having some fat fingers or it's too early in the morning.

You CAN re-enroll her, but I would confirm what the actual issue is first.  you re-enroll by deleting the PGP Corporation folder inside %APPDATA% and restarting the machine.

Please mark posts as solutions if they solve your problem!