BUG REPORT - PGPdesk.exe and PGPtray.exe crashing if partition 0 is an extended partition

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Article ID: 157883

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Updated On:

Products

Drive Encryption

Issue/Introduction

PGP Desktop / Symantec Encryption Desktop might experience crashes when the disk is partitioned with an Extended Partition as first partition.

With PGP Desktop 10.2.1 MP5 the PGPtray.exe might crash upon start with error message:

Application Name:	PGPtray.exe
Application Version:	10.2.1.5033
Application Timestamp:	50977396
Fault Module Name:	PGPwdesdk.dll
Fault Module Version:	10.2.1.5033
Fault Module Timestamp:	50977213
Exception Code:	c0000005
Exception Offset:	00011388
OS Version:	6.1.7600.2.0.0.256.48
Locale ID:	1033
Additional Information 1:	0a9e
Additional Information 2:	0a9e372d3b4ad19135b953a78882e789
Additional Information 3:	0a9e
Additional Information 4:	0a9e372d3b4ad19135b953a78882e789
Faulting application name: PGPdesk.exe, version: 10.2.1.5033, time stamp: 0x509773ce
Faulting module name: PGPdesk.exe, version: 10.2.1.5033, time stamp: 0x509773ce
Exception code: 0xc0000005
Fault offset: 0x0000efcf
Faulting process id: 0xc5c
Faulting application start time: 0x01ce35cd677324a6
Faulting application path: C:\Program Files\PGP Corporation\PGP Desktop\PGPdesk.exe
Faulting module path: C:\Program Files\PGP Corporation\PGP Desktop\PGPdesk.exe
Report Id: 143144af-a1c1-11e2-ac23-000c292b79d7

With Symantec Encryption Desktop 10.3.0 MP1 PGPDesk.exe and PGPtray.exe might crash upon start with an error message:

Faulting application name: PGPdesk.exe, version: 10.3.0.9060, time stamp: 0x510c66fe
Faulting module name: PGPdesk.exe, version: 10.3.0.9060, time stamp: 0x510c66fe
Exception code: 0xc0000005
Fault offset: 0x0000f09f
Faulting process id: 0x254
Faulting application start time: 0x01ce35ee3f7371cb
Faulting application path: C:\Program Files\PGP Corporation\PGP Desktop\PGPdesk.exe
Faulting module path: C:\Program Files\PGP Corporation\PGP Desktop\PGPdesk.exe
Report Id: f9efc3a9-a1e1-11e2-b81b-000c292b79d7

Cause

Symantec Corporation is committed to product quality and satisfied customers.
This issue is currently being considered by Symantec Corporation to be addressed in a forthcoming version or Maintenance Pack of the product.
Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

Resolution

The following is a known temporary workaround for the issue until the version/maintenance pack is released:

Use a primary partition as first partition. 

This is an example partition table:

DISKPART> select disk 0

Disk 0 is now the selected disk.

DISKPART> list partition

  Partition ###  Type              Size     Offset
  -------------  ----------------  -------  -------
  Partition 1    Primary            100 MB  1024 KB
  Partition 2    Primary             39 GB   101 MB

Applies To

This problem occurs if the disk was partitioned with an Extended Partition as first partition. The partition table can be examined with the Windows program "diskpart"

DISKPART> select disk 0

Disk 0 is now the selected disk.

DISKPART> list partition

  Partition ###  Type              Size     Offset
  -------------  ----------------  -------  -------
  Partition 0    Extended            10 GB  1023 KB
  Partition 3    Logical              9 GB  1024 KB
  Partition 4    Logical            487 MB     9 GB
  Partition 1    Primary             19 GB    10 GB
  Partition 2    Primary            934 MB    29 GB