Web Email Protection Templates don't apply correctly or after applied do not show proper template in production

Products

• Encryption Management Server
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API

Issue/Introduction

Web Email Protection Templates don't apply correctly or after applied do not show proper template in a production PGP Encryption Server (Symantec Encryption Management Server).

The PGP Encryption Server has the ability to apply Complete Customized templates so the Web Email Protection service can have the look and feel of your own organization. 

In some less-frequent scenarios these templates are not applying properly.  Having an improper template can cause issues with end users getting the wrong customized text or image.

Resolution

This issue typically happens when many templates have been applied to the server, which do not properly propagate to the other nodes.  

These issues can be taken care of by some help from Symantec Support using a "scan_and_repair" script. 

Contact Symantec Support for more help in troubleshooting these types of issues and request this script.

For other helpful troubleshooting tips, see article 153269.

These template customizations will be fixed in a future release of the software. 

Additional Information

EPG-20671
EPG-20549
EPG-22538