BUG REPORT: PGP Desktop doesn't prompt to insert smartcard when opening encrypted email in Lotus Notes

Products

• Symantec Products

Issue/Introduction

PGP Desktop doesn't prompt to insert smartcard and doesn't ask for the passphrase of the key on the smartcard when opening an encrypted mail in Lotus Notes.

From the PGP Desktop log it looks like the user cancelled the operation.

Error:    PGP-Error: user cancelled (-11987)

PGP Desktop debug log might show something like:

16:32:25 E-Mail-Adress	 Debug	Plugin: allocating hold buffer
16:32:25 E-Mail-Adress	 Debug	Plugin: finished get decryption keys w/ err 0, body bytes 5
16:32:25 E-Mail-Adress	 Debug	Plugin: sending response body, 5 bytes
16:32:25 E-Mail-Adress	 Debug	Plugin: sent body, header err = 0
16:32:25 E-Mail-Adress	 Debug	I_Event_Passphrase, UnlockKeys 11 times exceeding maximum 10
16:32:25 E-Mail-Adress	 Debug	Received newinnotification request
16:32:25 E-Mail-Adress	 Debug	Plugin: sending response body, 4 bytes
16:32:25 E-Mail-Adress	 Debug	Plugin: sent body, header err = 0
16:32:25 E-Mail-Adress	 Debug	Received updateinnotification request
16:32:25 E-Mail-Adress	 Debug	PGP error during ProxyLib decode: -11987
16:32:25 E-Mail-Adress	 Debug	MailLib: error -11987 decrypting/verifying message
16:32:25 E-Mail-Adress	 Debug	MailLib: Reporting error -11987 to application
16:32:25 E-Mail-Adress	 Debug	<< e_PgpDecodeBuffer, operation canceled
16:32:25 E-Mail-Adress	 Debug	<< resetToDecodedPgpMime, PGP error -11987
16:32:25 E-Mail-Adress	 Debug	<< PgpDecode, PGP error
16:32:25 E-Mail-Adress	 Error	PGP-Error: user cancelled (-11987)

Resolution

The issue was fixed in 10.2.1 MP5 and 10.3.
The password prompt is now issued when clicking on an encrypted email.

The release notes write for 10.2.1 MP5 write:

"Resolved issue where PGP Desktop would sometimes fail to prompt Lotus Notes 
users to insert their smartcard when attempting to decrypt email."

Applies To

PGP Desktop below 10.2.1 MP5 (issue was detected with PGP Desktop 10.1.2 SP3 and 10.2 MP3)
Lotus Notes 7.0.2 and 8.x