Random Access Violation error when trying to decrypt emails in Outlook with Symantec Encryption Desktop

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Article ID: 212089

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Updated On:

Products

Encryption Desktop Corporate Powered by PGP Technology Encryption Desktop Powered by PGP Technology Encryption Desktop Professional Powered by PGP Technology Desktop Email Encryption Desktop Email Encryption, Powered by PGP Technology

Issue/Introduction

When attempting to decrypt an email, an error occurs stating "Random Access Violation".  When you click away from the message and come back to the message, the message will then decrypt.  This is an intermittent issue and does not cause any integrity loss or data loss, it is simply a rendering issue where decryption occurred, but due to an incorrect processing, the message does not decrypt.

Environment

The only time this has been observed is during the following scenarios:

Email Scenario 1: USER A Sends USER B a message, encrypted, and with attachments and the message goes through successfully.

Email Scenario 2: USER B sends a NEW email to a third party, including attachments not encrypted and the message goes through successfully.

Email Scenario 3: If USER B then forwards and encrypts the first message from "Email Scenario 1" to USER C (in the To field), and then CC’s USERS D-F (in the CC field), AND attaches the message to third party from "Email Scenario

Resolution

As has been shown this is a specific scenario, but when you click on a different message, and come back to the encrypted content, the messages will typically decrypt. 

 

Installing Symantec Encryption Desktop 10.5 MP1 appears to resolve this issue and has additional messaging fixes.  Symantec Enterprise Division recommends to upgrade to 10.5 MP1 or above to resolve this issue.

Additional Information

EPG-20551