Enrollment loops after entering user credentials

Products

• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• File Share Encryption
• Gateway Email Encryption

Issue/Introduction

After entering the user name and password at the PGP Desktop Enrollment dialogue, enrollment does not advance and continues to ask you for your user name and password.

This issue usually indicates that an AppData value in the registry is missing or incorrect in one of two registry keys on the system. 

In some cases missing or bad values of AppData registry key resulted as missing PGP Keys, after Windows user profile migration and/or profile recovery.

 

Resolution

This issue is resolved by correcting the missing or incorrect values to the Windows registry. Use the following steps to correct the issue.

 

Warning: Incorrectly editing the registry may severely damage your system. Before making changes to the registry, you should back up any valued data on the computer. For more information on backing up the registry see the following article on the Microsoft support site: How to back up and restore the registry

1. Confirm the correct AppData values in the following locations in the registry. If the AppData values are different or missing, you will need to update the registry.

Both registry keys should have a string Value name of AppData and Data specific value.

For Windows XP and Windows Server 2003 default AppData value is %USERPROFILE%\Application Data

For Windows Vista, Windows 7 and Windows Server 2008 default AppData value is %USERPROFILE%\AppData\Roaming

• HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
• HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders 

Please note: In case of folder redirections the values might be different from default one. 

If the values are missing, use the following steps for your operating system to add or correct the value in the registry.

2. Add/correct the value in the registry:

Windows 10 

1. Click Start.
2. Type regedit in the Start Search field, and then click the regedit result in the Programs list.
3. Browse to HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
4. Select the folder and right-click the right pane in the Registry Editor.
5. Type AppData for the value.
6. Right-click the AppData value and select Modify.
7. Type %USERPROFILE%\AppData\Roaming for the Value data and click OK.
8. Close the Registry Editor.