Endpoint Encryption

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  • 1.  PGPsdk.dll failing

    Posted Mar 04, 2014 03:22 PM

    Hi,

    I'm having problems with PGP Desktop 10.2.1 (4940). I have a scheduled backup that runs every hour to sync my files off the PC. Sometimes (once or twice a day at worst) this process causes the PC to crash. Looking at the event viewer, the problem is caused by PGPsdk.dll failing (see event log below). I've searched around, and found a reference to bug 2898169 in article TECH199929, but it doesn't ever seem to have been resolved. I've tried the workaround suggested in related articles (to disable SSO with PGP_INSTALL_SSO = 0), but the suggested registry change doesn't have any effect (maybe the article is old?).

    Are there any other suggestions for things I can try? Without a solution I think I'll be asking my IT services to uninstall the PGP Desktop (which they won't like!)

    Thanks, Steve.

    PC runs Win7 SP1.

    Event log:

    Faulting application name: lsass.exe, version: 6.1.7601.18270, time stamp: 0x5242365b
    Faulting module name: PGPsdk.dll, version: 4.2.1.4940, time stamp: 0x503d1dd9
    Exception code: 0xc0000409
    Fault offset: 0x00000000000e9102
    Faulting process id: 0x334
    Faulting application start time: 0x01cf339b334aaa52
    Faulting application path: C:\Windows\system32\lsass.exe
    Faulting module path: C:\Windows\system32\PGPsdk.dll
    Report Id: 6b253a50-9f9e-11e3-bbea-f01faf603510

    Which causes a 60 second forced shutdown:

    A critical system process, C:\Windows\system32\lsass.exe, failed with status code 255.  The machine must now be restarted.

     



  • 2.  RE: PGPsdk.dll failing

    Posted Mar 04, 2014 07:20 PM

    Hello Steve,

    Upgrade your PGP to version 10.3.2.  This issue has been fixed.

    Thanks

    Anthony



  • 3.  RE: PGPsdk.dll failing

    Broadcom Employee
    Posted Mar 05, 2014 05:45 AM

    Hi Steve,

    If you urgently need the fix, please ask your IT services to contact Technical Support.
    Nonetheless, this fix will be included in the next Maintenance Pack.

    Rgs,
    dcats



  • 4.  RE: PGPsdk.dll failing

    Posted May 14, 2014 06:29 PM

    Per the 10.3.2 mp1 release notes:

    "Resolved an issue so that the lsass.exe process does not terminate abruptly with an error message about the PGPsdk.dll file. [2898169]"

    It should be fixed in the newest release, and the tech document you referenced has also been updated to reflect it.  Also, per that article:

    "Workaround:

    - Disabling Single Sign on functionality of PGP seems to reduce the frequency of or eliminate the occurrence of these crashes. "

    If the latest version is not an option, the workaround may at least reduce the frequency of the issue.