Changing Active Directory Display Name may cause outbound email to fail

Products

• Gateway Email Encryption
• Encryption Management Server

Issue/Introduction

Outbound email may fail to be processed by Encryption Management Server under the following conditions:

1. Encryption Management Server does Directory Synchronization with Active Directory - in the administration console, under Consumers / Directory Synchronization, Directory Synchronization is enabled.
2. Encryption Management Server has an Organization Certificate - in the administration console, under Keys / Organization Keys, an Organization Certificate is listed.
3. The Display Name of an Active Directory user changes and the user is listed in the administration console under Consumers / Internal Users.

If the Active Directory Display Name changes, this warning will appear in the administration console under Reporting / Logs / Groups log where First Last is the user name:

encountered error while regrouping consumer "First Last" (29daa18b-b0b0-4e79-a987-2499d88fcfb6): cannot delete derived object while source object is present

If the user sends an outbound email through Encryption Management Server, the email fails to be sent and the following error appears in the administration console under Reporting / Logs / Mail log:

error handling SMTP DATA event: cannot delete derived object while source object is present

Environment

Symantec Encryption Management Server 10.5 MP3.

Resolution

This issue was first resolved in release 10.5 MP3 HF1 so please upgrade.

If you cannot upgrade, to work around this issue, from the administration console:

1. Navigate to Consumers / Users / Internal Users and find the user. Then click on the Delete button next to the user's name. This will delete the user account.
2. Navigate to System / General Settings and click on the Restart Services button. This will restart the mail proxy service.
3. The next time the user sends an email through Encryption Management Server, a new internal user account will be created automatically for the user.

Additional Information

EPG-25610