Web Email Protection and PDF Email Protection users only receive one passphrase reset message


Article ID: 197380


Updated On:


Gateway Email Encryption Gateway Email Encryption Powered by PGP Technology Encryption Management Server Encryption Management Server Powered by PGP Technology


When an Encryption Management Server Web Email Protection or PDF Email Protection user forgets their passphrase they can click on the I lost my passphrase link from the Web Email Protection portal home page.

The user is prompted for their email address.

Encryption Management Server then informs the user that a Passphrase Reset Message has been sent. It sends an email message to the user based on the template named Recover Passphrase which is listed under Mail / Message Templates in the administration console.

The email message contains a URL that enables the user to reset their passphrase. By default, the Subject of the message is Symantec Encryption Server Passphrase Reset. The URL is in this format where keys.example.com is the Web Email Protection portal:


If the passphrase reset message does not reach the user (perhaps it goes to the user's spam folder), the user may try to click on the I lost my passphrase link again a few minutes later.

Although they are informed that they were sent a passphrase reset message, Encryption Management Server does not send them one.


  • Symantec Encryption Management Server 3.4.2 and above.
  • Symantec Gateway Email Encryption 3.4.2 and above.


By default, if the Web Email Protection or PDF Email Protection user waits for at least 2 hours between clicking on the I lost my passphrase link, Encryption Management Server will send them a new passphrase recovery message.

The default interval of 2 hours between passphrase reset attempts can be changed if required. Please open a support case if you would like to change this interval.

Additional Information

Etrack: 2813827