When clicking the "I lost my passphrase" link for Symantec Web Email Protection, an Unhandled Exception occurs.

If putting the Web Email Protection service into debug mode, the following exception is seen:

An unhandled exception has occurred.  

java.lang.StringIndexOutOfBoundsException: String index out of range: -1
	at java.lang.String.substring(String.java:1958)
	at com.pgp.boom.BoomBaseScreen.setMessageParameters(BoomBaseScreen.java:2082)
	at com.pgp.boom.BoomBaseScreen.sendPasswordRecoveryEmail(BoomBaseScreen.java:1909)
	at com.pgp.boom.BoomLostPasswordScreen.handlePasswordRecovery(BoomLostPasswordScreen.java:180)
	at com.pgp.boom.BoomLostPasswordScreen.doEvent(BoomLostPasswordScreen.java:119)
	at com.pgp.boom.BoomServlet.dispatchEvent(BoomServlet.java:283)
	at com.pgp.boom.BoomServlet.doGet(BoomServlet.java:151)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:621)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:722)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
	at org.owasp.csrfguard.CSRFGuardFilter.doFilter(CSRFGuardFilter.java:73)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
	at com.pgp.web.ResponseHeaderFilter.doFilter(ResponseHeaderFilter.java:41)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
	at org.springframework.web.filter.CharacterEncodingFilter.doFilterInternal(CharacterEncodingFilter.java:88)
	at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:76)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
	at com.pgp.boom.filter.BoomInvalidateSessionFilter.doFilter(BoomInvalidateSessionFilter.java:25)
	at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:243)
	at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
	at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:225)
	at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:169)
	at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:472)
	at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:168)
	at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:98)
	at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:927)
	at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118)
	at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:407)
	at org.apache.coyote.ajp.AjpProcessor.process(AjpProcessor.java:200)
	at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:565)
	at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:307)
	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1110)
	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:603)
	at java.lang.Thread.run(Thread.java:722)

This is caused when the "Recover Passphrase" mail template on Symantec Encryption Management Server has been improperly modified.

To resolve this, the template must include the correct values and content formatting.  Unfortunately, this is a customization that is typically beyond the scope of Symantec Support.  Work with Symantec Support to determine if the customizations are beyond the scope of support.

If the Recover Passphrase Mail Template has been customized and is suspected to be the issue, make sure a copy of the text within the template has been saved and click "Revert to Default Message" and then retry this functionality.  No exceptions should now be displayed confirming the Mail Template message has been malformed in some way.