BUG REPORT: Keys show up as "Unknown Key" in Symantec File Share
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BUG REPORT: Keys show up as "Unknown Key" in Symantec File Share


Article ID: 160940


Updated On:


File Share Encryption Powered by PGP Technology


After an upgrade to Symantec Encryption Desktop 10.3.2, Symantec File Share shows all keys that are not present in the local keyring as "Unknown Key".

When opening Symantec Encryption Desktop and trying to manage the folder via the File Share Encryption tab, the key also shows as "Unknown Key", thus not allowing to manage the folder.

Keys that are not present in the local keyring are shown as "Unknown Key".


For yet unknown reasons the file share component has issues when the network certificate is already trusted (e.g. in Windows "Trusted Root Authorities") instead of manually being confirmed (e.g. like when using self-signed certificates)
This prevents the lookup of the keys.


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.


This issue is fixed in the following release:

  • Symantec Encryption Desktop 10.3.2 MP5

Please upgrade to the latest available release in order to take advantage of this and other enhancements and improvements.


The following is a known temporary workaround for the issue.

For small Symantec Encryption Desktop only installations (no web messenger): Use a self-signed network certificate, assign the certificate to the network interface then click on "Always Accept" on the client when the certificate warning appears.

The following is a workaround for managing a folder that contains a groupkey that is not resolved:
After you open Symantec Encryption Desktop, click on the folder name to the left (below "All Folders" on the "File Share Encryption" tab), this should trigger a refresh and resolve the key. If you have multiple Symantec File Share encrypted folders you can also just select another folder then select the first folder again. This will also trigger the refresh and key resolving.