"An error has occurred: failed to import License Number" When Entering License for Symantec Encryption Desktop (previously PGP Desktop)

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Article ID: 156513

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Updated On:

Products

Desktop Email Encryption Drive Encryption

Issue/Introduction

When entering license information into Symantec Encryption Desktop during or after setup generates the error "An error has occurred: failed to import License Number" and then redirects you to adjust your proxy settings.

An error has occurred: failed to import License Number

Cause

This is caused when the license key is invalid and could be intended for PGP Universal Server and not PGP Desktop.  When licensing information is sent from Symantec, the server and client licenses are sent in separate emails and the containing information can be confusing. 

Resolution

Contact Symantec Customer Care to confirm your licensing information for standalone Symantec Encryption Desktop products.

Symantec Customer Support

http://customersupport.symantec.com/

Contact Customer Support by Phone

http://www.symantec.com/support/assistance_care.jsp


Applies To

PGP Desktop 10.2+

Symantec Encryption Desktop