The PGP plugin failed to initialize with Symantec Encryption Desktop and Outlook

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Article ID: 190223

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Updated On:

Products

Encryption Management Server

Issue/Introduction

There has been reports that some users running Symantec Encryption Desktop clients can no longer encrypt or decrypt messages and the plugin does not appear to be enabled even though it is installed and enabled in Outlook. 


When attempting to send an email in Outlook (various versions), the user is presented with an error message that the "PGP plugin failed to initialize".

This pop-up message is expected if Outlook launches **before** Symantec Encryption Desktop (PGP) as a security measure to prevent sending sensitive email unencrypted if the PGP services are not loaded.   

TIP: For information on how to improve MAPI performance with Symantec Encryption Desktop, see article 153319.

Cause

There are various scenarios for this behavior.

 

 

 

 

Resolution

Symantec Encryption Desktop 10.5 MP1 includes a fix for this issue that will prevent the emails from being blocked when Outlook launches before PGP services are started.  If this does not resolve the issue, please reach out to support for further assistance. 

This popup is normal and as it mentions to work around the issue, close out of Outlook, and then re-launch Outlook and this error message should go away upon sending email.  If not, Close out of Symantec Encryption Desktop (Click the lock icon by the time, click Exist Symantec Encryption Service), then close Outlook.  Once you know both are closed, then from the start menu, type "Symantec" to open Symantec Encryption Desktop.  Once Symantec Encryption Desktop loads, then launch Outlook and the issue should go away.

 

The scenarios below are other situations we've seen where this can come up when the normal functioning is not working as expected. 

 

Scenario 1: Outlook or Secure Boot interactions (blockMailIfInitFailed)
Symantec Encryption Desktop has a security feature that will detect if the encryption services are running. If the services are not running and a user attempts to send an email, the email will be blocked to prevent sensitive data from being sent out unencrypted.  If Outlook is starting before Symantec Encryption Desktop, exit the Outlook services, exit the SED services, and relaunch SED first, and then Outlook second.  Attempt to sent the message again.  For more information on this issue, see article 172697.

 

Scenario 2: Remote Desktop Services (Terminal Services)
If Remote Desktop Services is being used see article 179404 for more information.

 

Scenario 3: Bitdefender

BitDefender version 6.6.17.249 has been known to block the PGP plugin from operating and when the antivirus component is disabled the plugin will operate properly.  Another possible solution is to uninstall and re-install the BitDefender antivirus to correct the issue.

This was observed with Symantec Encryption Desktop 10.4.2 MP4, but may affect other versions.

 

If you are running into issues and the above three scenarios is not covered, please contact Symantec Support for further troubleshooting.

 

 

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