Endpoint Encryption

Good morning,

I am having some issues with a freshly built machine.  The machine is running Windows 7 Enterprise (64bit) and is fully patched.  The machine is a HP EliteBook 840.  It has UEFI turned off in the BIOS.

The machine was running without issue before installing Symantec Encryption Desktop (10.3.2).  After installation and a reboot the issues then appear.  I then experience issues accessing the file system (reading and writing).  When launching Outlook (2010 32bit) I get the error message saying that the OST file cannot be opened.  When launching Firefox I get a message saying that it is already running, but not responding.  When I try and save files I get one of the following messages "An unexpected error is keeping you from creating the file.  If you continue to receive this error, you can use the error code to search for help with this problem.  Error 0x800401E5: No object for moniker" or "Could not find this item.  This is no longer located in Computer.  Verify the item's location and try again".

The log file located at "%appdata%\PGP Corporation\PGP\PGPlog.txt" suggests that there are no errors and on the Symantec Encryption Server all logs are showing it working correctly too.

When I exit PGP services from the notifications area and it closes down the PGP services the operating system then starts working as expected.  As soon as the services are re-enabled the permissions issues/errors start again.

Has anyone experienced this before or does anyone have an idea of where to start?

 

Hi Tom,

Honestly, I've never heard such issues before. Based on what you are describing, it seems to me that your Windows User profile has been damaged. Can you please try to create a new user profile and check?

Best Regards,

bipshr

Hi bipshr,

I have just created a new profile, gone through the registration again and it is doing exactly the same on the new profile.  As soon as the services start I can't access the file system.

Thanks

Tom

 

Hello Tom,

If your HP has security software or management software then remove these items before installing PGP on your computer.

HP security software conflicts with PGP and this maybe the reason for abnormal behavior.

Thanks

Anthony

Please check indeed for security software or management software that can conflict with the SED application. How are you installing SED? And what options are you actually using / intent to use? If you download the MSI from the SEMS server and just install it, it will install by default all driver hooks for the various options. Even though you might not use or activate these options at all. If you only intent to use drive encryption, you can prevent the installation of the other hooks into your system. See the following article on all the options: Encryption Desktop (formerly PGP Desktop) installation MSI switches to disable components at installation http://www.symantec.com/docs/HOWTO84112 There have been cases where a combination of Anti-Virus software and the use of Symantec File Share Encryption (previously PGP NetShare) could cause similar "strange" issues, although this was about files that were actually encrypted by File Share. See for instance the article below: BUG REPORT: Incompatibility between Symantec File Share Encryption (previously PGP NetShare) and McAfee VirusScan Enterprise 8.8 patch 2 http://www.symantec.com/docs/TECH202537

Does that machine have hardware encrypted devices?  Specifically hardware encrypted disks?  These cause issues when another encryption thats incompatible gets put on top of it.

Hi All,

Thank you for all the replies, it did point me in the correct direction.  There was another application in place that had installed its own encryption module, it wasn't until I went through all applications in detail that I noticed this feature.  Even though that part of the application wasn't licensed (and according to the application not even running) it was interfering with SED.  After uninstalling that specific module in the application SED/Windows started behaving as expected.

Thanks

Tom