Interoperability issues with Symantec Endpoint Encryption Full Disk and ActivClient version 7.0

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Article ID: 158684

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Updated On:

Products

Endpoint Encryption

Issue/Introduction

Currently Symantec Endpoint Encryption Full Disk supports ActivClient up to version 6.2. Unfortunately, support from ActivIdentity will be discontinued for ActivClient version 6.2, due to this, a feature request has been submitted to product management for review to find out if/when/how Symantec Endpoint Encryption Full Disk can support ActivClient version 7.0.

With ActivClient 7 installed on a Windows 7 endpoint protected by Symantec Endpoint Encryption Full Disk:

  • When a end-user tries to open the Symantec Endpoint Encryption Full Disk client user interface and selects "Certificates", the following logon error may be received: "The program could not log you on. Your credentials could not be verified".
  • When navigating to "Certificates" and attempting to add a default certificate, customers may notice that there are no available certificates to choose from via the "Select Default Certificates" dialog box even though the certificate may be in the personal store.
  • And When attempting to authenticate to Symantec Endpoint Encryption Full Disk client user interface via a Personal Identity Verification token, the following error may appear: "A token error has occurred. The registration process cannot continue".

Resolution

A feature request has been submitted to product management on this topic. It is now up to product management to decide if/when/how this feature request can be accomplished. As new information is provided from product management on this feature request, the updated information will be provided here.

Update received on 11/20/2013: Support has spoken with product management and engineering regarding ActivClient 7 support, they have noted that this fix is a requirement in the future release that will be part of mp 11. This is a special release and may not have the same timeline as other mp’s, currently there is no ETA that can be provided.