External recipients prompted for new account setup after PGP Encryption Cloud Server renewal or migration

Products

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

Issue/Introduction

After a migration to the PGP Encryption Cloud Server, external email recipients are being asked to create new accounts. 

Environment

PGP Encryption Cloud Server

 

Resolution

• Users will be prompted to create a new secure portal account to open encrypted emails, even if they had done so previously.
• Historical encrypted emails sent prior to the renewal/migration are not visible in the new portal for PGP Encryption Cloud Server.

The PGP Encryption Cloud Server is a new, independent environment. When an organization moves to this platform, they will go through a new onboarding process.

This is the expected behavior for a new PGP Encryption Cloud Server instance.

Advise external recipients to proceed with the account setup. This is a one-time requirement for the new system.  Further emails will continue to be retained per retention policies for each individual deployment.  Reach out to your vendor for more information.

For further guidance, reach out to PGP Encryption Support. 

Additional Information