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PGP tray crashes during client enrollment

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Article ID: 162154

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Updated On:

Products

Desktop Email Encryption Drive Encryption File Share Encryption Powered by PGP Technology

Issue/Introduction

When rebooting the system after installing Symantec Encryption Desktop, PGP tray fails to start and crashes with message "PGP tray has stopped working". Problem Event Name: BEX 
Application Name: PGPtray.exe 
Application Version: 10.3.2.16620 
Application Timestamp: 55485903 
Fault Module Name: StackHash_0a9e 
Fault Module Version: 0.0.0.0
 Fault Module Timestamp: 00000000 
Exception Offset: 00000000
 Exception Code: c0000005 
Exception Data: 00000008 
OS Version: 6.1.7601.2.1.0.256.48 
Locale ID: 1033 Additional Information 1: 0a9e
 Additional Information 2: 0a9e372d3b4ad19135b953a78882e789 
Additional Information 3: 0a9e 
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789 

Cause

This issue may be related to the Microsoft ​Data execution prevention (DEP) tool. DEP is a set of hardware and software technologies that perform additional checks on memory to help protect against malicious code exploits.

Resolution

This issue may be resolved by using the following steps:

  1. Right-click Computer icon on the Windows Desktop and select Properties.
  2. Click Advanced system settings and then Performance > Settings.
  3. Click the Data Execution tab and make sure "Turn on DEP for essential Windows programs and services only" is enabled.
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