This article describes a known issue that causes SMSA enrollment to fail in Lotus Notes environments where the enrollment email is first passed through a Microsoft Exchange connector.

When a pre-configured (or customized) build of PGP Encryption Desktop (Symantec Encryption Desktop) is installed on a computer running Lotus Notes, the PGP Enrollment Assistant will not be able to complete if the enrollment email is sent to the enrolling user via a Microsoft Exchange connector. The following log entry (from the PGP Desktop messaging log) is a symptom of this problem:

Notes error: Entry not found in index;

Although the enrollment message is actually received by the enrolling user, the Next button of the PGP Enrollment Assistant remains grayed out and cannot be clicked--thus preventing the user from completing enrollment.
 

This issue is the result of the Microsoft Exchange connector removing necessary header information from the enrollment message before the message reaches the Lotus Domino server and the enrolling user.
 

If the enrollment message is not relayed to the enrolling Lotus Notes user through a Microsoft Exchange connector, the message header is preserved and enrollment is successful.

This resolution could be accomplished by creating a mail route for the managed domain directly to the Lotus Domino server (on the Mail-Mail Routes tab of the PGP Encryption Server administrative console).