Client request <AuthenticateInternal> returning fault -11976

Products

• Symantec Products

Issue/Introduction

client request <AuthenticateInternal> returning fault -11976 (corrupt data)

This error can be caused by one of the following:

1. The PGP Preferences file has become corrupted.
2. The PGP Universal Server is locked with the Ignition Key.
3. PGP Desktop is using a newer client version than the version of the server.
4. Incorrect proxy information on the client if using a proxy to connect to the PGP Universal Server.

Resolution

If the PGP Preferences file is corrupted:

1. Stop PGP Services by clicking the PGP Tray icon and select Exit PGP Services.
2. Delete the PGP Corporation folder from the following location:
   
   Windows XP: C:\Documents and Settings\%username%\Application Data
   
   Windows Vista: C:\Users\%username%\AppData\Roaming
   
   
3. Restart PGP Desktop.

PGP Universal Server is locked with Ignition key:

1. Access the PGP Universal Server administrative interface.
2. If the server is locked with the Ignition key, type the passphrase of the Ignition key to unlock the server.

PGP Desktop version compatibility

1. Access the PGP Universal Server administrative interface.
2. Review the Server Version of PGP Universal Server in the Statistics section at the bottom of the System Overview page.
3. On the PGP Desktop client, check the version of PGP Desktop by clicking the PGP Tray icon and selecting About PGP Desktop.
4. If the version of the PGP Desktop client is newer than the version of the server, uninstall PGP Desktop on the client and re-install PGP Desktop with a version that matches the server (e.g. 9.9.0 client connecting to a 2.9.0 server)

Proxy Settings

Review and correct your proxy settings in your web browser on the system with PGP Desktop installed.

For Internet Explorer 6.0 proxy settings click here.

For Internet Explorer 7.0 proxy settings click here.

For Firefox proxy settings click here.

For Safari 3.0 proxy settings click here.