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Encryption Desktop clients cannot process their assigned Consumer Policy


Article ID: 172518


Updated On:


Encryption Management Server


Encryption Desktop clients encounter errors when trying to apply their policy, especially if they have been assigned to a different Consumer Group and Policy.

The Encryption Desktop log contains entries similar to the following:

12:11:10  Email  Info Group policy has changed to ''
12:11:10  Email  Error Error with downloaded License Number: item not found (-11984)
12:11:10  PGP    Error Error synchronizing with Failed to import License Number (-11933)


  • Encryption Management Server 3.3 and above.
  • Encryption Desktop 10.3 and above.


The XML data that comprises the policy is incomplete and does not contain all the information required, including the name of the policy and the license key.


This can usually be resolved by rebuilding the policy. Log in to the administration console and do the following:

  1. Navigate to Consumers / Consumer Policy.
  2. Click on the name of the policy that is not working.
  3. Click on the Edit button to the left of the General section.
  4. Click on the Save button.