User enrollment fails on macOS 10.13.x computers after a clean installation of PGP Encryption Desktop for macOS (Symantec Encryption Desktop)

Products

• PGP Command Line
• PGP Encryption Suite
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• Endpoint Encryption
• File Share Encryption

Issue/Introduction

After a clean installation of Symantec Encryption Desktop for Mac on computers running macOS 10.13.x or later, the System Extension Blocked dialog is displayed, prompting users to approve the third-party kernel extension (KEXT). If users do not approve kernel extension of Symantec Encryption Desktop for Mac signed by Symantec, the user enrollment never happens and Symantec Encryption Desktop does not work as expected.

System Extension Blocked

A program tried to load new system extension(s) signed by “Symantec”. If you want to enable these extensions, open Security & Privacy System Preferences.

Cause

macOS High Sierra includes the Secure Kernel Extension Loading feature. This feature requires that users approve any newly-installed KEXTs before they can load. If users do not approve a KEXT, the associated application fails to load. For more information, see the Apple Technical Note https://developer.apple.com/library/content/technotes/tn2459/_index.html.

Resolution

To approve and load KEXT of Symantec Encryption Desktop for Mac, perform the following steps:

1. On the System Extension Blocked dialog, click OK.
2. Go to System Preferences > Security and Privacy, and click the General tab.
3. Click Allow.

Note: On the Security & Privacy preferences pane, under the Allow apps downloaded from section, the message and the Allow button are displayed only for 30 minutes after the alert. After 30 minutes, the message and the Allow button are no longer displayed. To approve the KEXT of Symantec Encryption Desktop for Mac later, users must manually navigate to the Security & Privacy preferences pane and click the Allow button. Unless users approve, Symantec Encryption Desktop cannot be used. 

Note: If you have any macOS M1/M2/M3 systems, reach out to Symantec Encryption Support for further guidance.
EPG-22596

Additional Information

207397 - How to allow system extensions and configure MDM profile on macOS Big Sur 11.x with PGP Encryption Desktop (Email Encryption and Virtual Disk)

171288 - User enrollment fails on macOS 10.13.x computers after a clean installation of PGP Encryption Desktop for macOS (Symantec Encryption Desktop)