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Expired key does not renew

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Article ID: 241297

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Updated On:

Products

Encryption Management Server Gateway Email Encryption

Issue/Introduction

SKM (Server Key Mode) user keys on Encryption Management Server should be renewed automatically according to policy settings.

A user's SKM key may not be renewed as expected.

The Group log shows a warning and error similar to the following during periodic regrouping against Active Directory:

encountered error while regrouping consumer "First Last" (b38f1e40-1dd6-4284-8bd3-25cd92b7c53e): key requires passphrase to unlock
can't unlock key "First Last [email protected]" (KeyID: 0x386038D7)

Environment

Symantec Encryption Management Server 10.5 and above.

Resolution

The error "key requires passphrase to unlock" indicates that the key has been corrupted; an SKM mode key should not require a passphrase.

Either restore the key from backup or revoke the key and, if the user has Encryption Desktop installed, re-enroll the user. A new key will be generated.