Unable to send an encrypted email with Fatal exception to recipient with PGP Desktop (Symantec Encryption Desktop)

Products

• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• Endpoint Encryption
• File Share Encryption
• Gateway Email Encryption
• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK

Issue/Introduction

When a sender sends to a user, the following error shows up:

13:32:02 Email      Info       Processing outgoing message from Sally <[email protected]> with subject: Mechanical Blueprints [PGP]

13:32:03 Email  Warning        Fatal exception evaluating policy for recipient suni[email protected]: key has been revoked - jumping to Exception chain

 

 

Resolution

In the example above, the sender "Sally" is sending to the recipient "Sunita", and the error states the key could not be used and was "revoked".

Both of these users are "internal" and both are managed by the PGP server.

 

Upon reviewing the PGP Server for the user's key "Sunita", it is found that the key is *not* revoked, and appears to be just fine.

Other senders can encrypt to Sunita as well.

 

Most likely this is a case where the mail policies for Sally, may be problematic.  In order to resolve this, it may be needed to re-enroll Sally so that the mail policies can be re-downloaded.

 

If you have re-enrolled the user, and this issue exists, reach out to Symantec Encryption Support for further guidance. 

For more information on how to re-enroll, see the following article:

180181 - How to re-enroll Encryption Desktop for Windows Clients

Additional Information

EPG-30006