Unable to perform key reconstruction

Products

• Symantec Products

Issue/Introduction

After creating security questions for key reconstruction using PGP Desktop 9.7, key reconstruction does not complete successfully on a system using a version prior to PGP Desktop 9.7.

 

Note: This article applies to PGP Desktop 9.7 running on Windows 2000, XP, Server 2003, and Windows Vista in a PGP Universal Server managed environment.

 

Resolution

This issue can occur on a system that has been downgraded to a version prior to PGP Desktop 9.7 or attempting to reconstruct your key on a separate system using a version prior to PGP Desktop 9.7. PGP Desktop 9.7 normalizes all answers to security questions to all upper case.

There are two options to correct the issue.

1. Enter the answers to the security questions using all upper case when using versions of PGP Desktop 9.5 and 9.6.
2. Upgrade the system to PGP Desktop 9.7 or higher.