Unviewable external users and keys in the PGP Encryption Server (PGP) web console (PGP Symantec Encryption Management Server)

Products

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

Issue/Introduction

Sometimes after the upgrade from version 3.4.2 to the latest version 10.5.1 version you may notice that some S/MIME certificates/keys/users cannot be viewed either by searching under Consumers ->Users or specifically for the keyID under Keys -> Managed Keys, even though a new email sent to one of the missing email addresses is showing the email was successfully encrypted against a keyID within the email logs.

The number of unviewable users may vary.

Resolution

Enable the Key Cache setting to cache keys going forward.