If a Web Email Protection or PDF Email Protection external user enters an incorrect passphrase too many times, their account is locked.
The Maximum Login Attempts is defined under Services / Web Email Protection / Options in the administration console. The default value is 3.
Encryption Management Server sends the external user an email based on the Message Template called Unlock Account. By default, this message has a Subject of Symantec Encryption Server Account Unlock.
However, if an administrator navigates to Mail / Message Templates in the administration console, they can change the Subject of this message. Therefore the Subject of the message that the external user receives may be different.
Once a Web Email Protection or PDF Email Protection user has unlocked their account they will usually need to reset their passphrase. They do this by clicking on the I lost my passphrase link from the Web Email Protection portal home page, entering their email address and clicking the Send button.
The following message is displayed. It refers to an email message with a Subject of Symantec Encryption Server Account Unlock. However, if the Encryption Management Server administrator has changed the Subject of the Message Template called Unlock Account, this change of Subject is not reflected here:
Passphrase Reset Message Sent
You will receive an email with a link to reset your passphrase.
If your account is in the "Locked" state, check your mailbox for the "Symantec Encryption Server Account Unlock" email from Symantec Encryption Server, and follow the instructions in the email to unlock your account.
Or please contact your administrator, if you do not receive the email.
The text displayed in the Passphrase Reset Message Sent page of the Web Email Protection portal is defined in the
ApplicationResources.properties file which is part of Web Email Protection Complete customization.
ApplicationResources.properties file contains this:
password.recovery.email.sent=You will receive an email with a link to reset your passphrase.\n\nIf your account is in the "Locked" state, check your mailbox for the "Symantec Encryption Server Account Unlock" email from Symantec Encryption Server, and follow the instructions in the email to unlock your account.\n\nOr please contact your administrator, if you do not receive the email.
Note that there are different
ApplicationResources.properties files for each language that Web Email Protection supports. The complete list is:
Encryption Management Server 3.3.2 MP13 and above.
The simplest solution to this issue is not to change the Subject of the Unlock Account template.
Alternatively, create a Complete customization Web Email Protection template and modify the default
WebMessengerWeb.zipfile containing the Default Web Email Protection Template Files.
ApplicationResources*.propertiesfiles can be found in the
WebMessengerWeb.zipfile with the changed files.