Some PDF Email Protection passphrases cause errors with email processing

Products

• Gateway Email Encryption
• Encryption Management Server

Issue/Introduction

Encryption Management Server PDF Email Protection converts outbound email messages to password protected PDF attachments.

The password used to protect the PDF attachments is the passphrase that the PDF Email Protection user uses to login to the Web Email Protection portal.

Certain passphrases can be used for the Web Email Protection portal but fail when they are used in the PDF conversion process. The entry error handling SMTP DATA event: bad passphrase appears in the administration console under Reporting / Logs / Mail log and Encryption Management Server rejects the outbound message:

The MTA that sends the outbound message to Encryption Management Server will usually retry several times before bouncing the message back to the sender.

Passphrases that are known to cause this issue include the following characters:

Ą ą Ć ć Ę ę Ł ł Ń ń Ś ś Ź ź Ż ż

The above characters are all represented in Octal UTF-8 as 304 NNN or 305 NNN. For example, Ą is 304 204 and Ł is 305 201.

Environment

Symantec Encryption Management Server release 10.5 and above.

Resolution

To workaround this issue, please reach out to Symantec Encryption Support for further guidance. 

 

Additional Information

EPG-25304