Cannot open Microsoft Excel *.xlsx or PowerPoint *.pptx files in a folder protected by Symantec File Share encryption

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Article ID: 157653

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Updated On:

Products

File Share Encryption Powered by PGP Technology

Issue/Introduction

Microsoft Excel *.xlsx or PowerPoint *.pptx files in a folder protected by Symantec File Share encryption cannot be opened when McAfee VirusScan Enterprise 8.8 patch 2 or above is also installed.

Excel *.xlsx and PowerPoint *.pptx files either cannot be opened or the user is informed that the file is corrupt.

Cause

The problem was introduced with a design change in McAfee VirusScan Enterprise 8.8 patch 2 where the vendor moved from a "Legacy Filter Driver" to the "Minifilter Driver Model".   Symantec File Share Encryption (PGP NetShare) uses the Legacy Filter Driver model, which is no longer supported by McAfee 8.8 patch 2 and above. For further information see the McAfee Knowledge Center.

Environment

  • Windows 7 x64 and above.
  • McAfee VirusScan 8.8 patch 2 and above.
  • Symantec File Share Encryption (previously PGP NetShare) 10.0 to 10.4.

Resolution

Upgrade to Encryption Desktop 10.4 MP1 or above.

Alternatively, the following workarounds exist:

  • Uninstall or disable McAfee VirusScan or install a version of McAfee VirusScan Enterprise prior to 8.8 patch 2.
  • If the File Share Encryption component is not needed, install the Symantec product without any File Share Encryption components.  See article HOWTO84112 for details on installing with the MSI switch.
  • Decrypt the protected folder. The files that appeared to be corrupt will then open successfully.