PGP Email Proxy Fails or Next Button Grayed out during Enrollment to PGP Encryption Server (Symantec Encryption Management Server)

Products

• PGP Command Line
• PGP Encryption Suite
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• Endpoint Encryption
• File Share Encryption
• Gateway Email Encryption

Issue/Introduction

In some rare cases the PGP proxy fails for MAPI/Exchange accounts and the following error occurs:

"Error MAPI Proxy: Failed to duplicate message. Error code - 2147219963"

Resolution

To encrypt or decrypt email, PGP Encryption Desktop (Symantec Encryption Desktop) uses a messaging proxy. The PGP messaging proxy monitors email to encrypt or decrypt messages when needed. PGP Desktop monitors the email traffic between your email client and your mail server. Depending on the circumstances, PGP Desktop will intercede on your behalf to encrypt, sign, decrypt, or verify messages.

The messaging proxy is also necessary when utilizing email enrollment with a PGP Encryption Server (Symantec Encryption Management Server). When the email enrollment option is selected for your network, an enrollment email is sent from the PGP Server to the email client and the messaging proxy attempts to decrypt the message to complete the enrollment.

If the messaging proxy is not working, decryption of the message fails and email enrollment will not proceed as the Next button remains grayed out and cannot be clicked to complete the enrollment.

The messaging proxy failure may be caused by Microsoft Exchange components being installed on the system.

If Microsoft Outlook is being used as the email client and Microsoft Exchange components are installed on the system, this may cause the messaging proxy to fail. Therefore the email enrollment message is not decrypted and the enrollment fails. The components may also cause the messaging proxy to fail with stand alone PGP Desktop clients when processing email messages.

This configuration is unsupported by Microsoft and also causes the PGP messaging proxy to fail to encrypt or decrypt email messages. Microsoft Exchange components and Microsoft Outlook should not be installed on the same system.

 

Additional Information

153668 - Enroll PGP Encryption Desktop client using Directory Authentication with PGP Encryption Server (Symantec Encryption Management Server)

180181 - Re-enrolling PGP Encryption Desktop for Windows clients (Symantec Encryption Desktop)
181366 - Re-enrolling PGP Encryption Desktop for Linux Clients (Symantec Encryption Desktop)
155714 - Re-enrolling PGP Encryption Desktop for macOS X clients (Symantec Encryption Desktop)

217682 - Enrolling a user on multiple machines with PGP Encryption Desktop with SCKM Keymode (Symantec Encryption Desktop) 

153688 - Enable Silent Enrollment for PGP Encryption Desktop (Symantec Encryption Desktop)
181069 - Configure Invisible Silent Enrollment for PGP Encryption Desktop (Symantec Encryption Desktop Clients)

153437 - Using Email Enrollment for PGP Desktop Clients with the PGP Server (Symantec Encryption Management Server)
153324 - PGP Email Proxy Fails or Next Button Grayed out during Enrollment to PGP Encryption Server (Symantec Encryption Management Server)