PGP Encryption Server Services Fail to Start After Successful Restore

Products

• Endpoint Encryption
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• Gateway Email Encryption
• File Share Encryption

Issue/Introduction

After completing a PGP Encryption Server 10.5.1 MP2 upgrade using a fresh installation and restoring the key and data, the web console displays the restoration process as still in progress, with all services stopped. Even after waiting over 24 hours, the services have not resumed.

While SSH access to the server is possible, the web console remains inaccessible and does not display any specific error message.

Environment

PGP Encryption Management Server PGP 3.4.2 Mp2, 10.5.1 MP2

Resolution

If you are running PGP Encryption Server 3.3.2.x, you must first upgrade to version 3.4.2, then upgrade to version 10.5.1, and finally upgrade to version 11.0.1. Each upgrade step should be performed using the Migration method. For best results and stability, we recommend upgrading from 3.4.2 to either: 10.5.1 MP2, or 10.5.1 MP2 HF1.

If the prefs.xml file contains two network interfaces, it indicates that at the time of installation, two network interfaces were present on the original system, although only one may have been actively used.

The restoration process performed as part of an upgrade is designed to be executed on the same machine where the original installation took place.

If you are restoring to a different machine, it is essential that must have the same number of network interfaces as the original system to avoid configuration issues. This ensures that the restored configuration matches the system environment and prevents network-related issues after the restore.

In PGP Server, by default:

• Interface 1 will be associated with adapter eth0

• Interface 2 with eth1, and so on

If you add a network adapter to the server, it will be detected at boot time. However, it will not be automatically associated with an Interface.

You can check how many adapters are available by navigating to System → Network and clicking on the Physical Adapter dropdown list.

To add an Interface:

1. Click the "+" button next to the Interface dropdown list.

2. Select a Physical Adapter from the dropdown list.

3. Assign an IP Address and Subnet Mask (required before saving).

If you upgrade using the migration method and you use a new server, ensure that the new server has at least the same number of Physical Adapters as the server you are migrating from.

For example:
If your current server has Interface 3 bound to eth2, the new server must also have eth2 available (i.e., 3 network adapters). Otherwise, you will encounter problems when restoring the configuration from backup.