Endpoint Encryption

I recently downloaded and installed PGP desktop version 10.3 in my terminal services environment (Citrix) I followed the guide (which was for older versions) and everything seemed to be working okay.  Then I had a user log into Citrix and was presented with an error  `PGP tray has stopped working` this is the generic Windows crash error and the only option is to close the program. When this happens PGP does not work at all, if I have the user close Citrix and log back in it will work.

I`ve checked the event viewer and saw this entry

Faulting application PGPdesk.exe, version 10.2.0.1950, time stamp 0x4e77acdb, faulting module PGPsdk.dll, version 4.2.0.1950, time stamp 0x4e77aaa1, exception code 0xc0000005, fault offset 0x0008d4d4, process id 0xb18, application start time 0x01 ccb4aa2bbdc6ac.

To my knowledge the PGPsdk.dll is for the command line of PGP which we dont use.

We are using Windows 2008 Server with all the latest updates, Citrix Xenapp5

According to the 10.2 Release Notes, Windows Server 2008 is only supported for the Whole Disk Encryption component - this may be your problem.

Except for this problem, it is appearing to "work."  The Release Notes are also installed on your machine when you install PGP. 

Well thats the thing it works, I can decrypt e-mails just fine it just randomly crashes the PGP tray when a user logs in. And its with a module that Im not even using.  Do you have links to those release notes.

Thanks, is there a way to disable that dll from even running or is it a core part of PGP Desktop for decrypting e-mails?

I can't give a definitive answer on all uses of the file.  To be on the safe side, I wouldn't disable it on a machine that uses WDE.  The only suggestion I can give as to trying PGP with it disabled is to rename it.  It might help someone else top better respond to your concern if you state your speicific desired use of PGP.  Please recall that this is not supported use of PGP on a non-supported OS, but if you are going to try it (as you have already started to do), you may have better results by using this Knowledge Base Article to reinstall with the components you don't need being disabled. 

During the install i used the command switch with 

Was this the original install?  If so, you may want to disable even more components, or try the dll renaming.  If not, has this resolved the problem?

We have been experiencing the same issue with the PGP Desktop however we are not using Terminal Services.  It's completly random behavior.  We recently upgraded to 10.2 and do not use the WDE feature.

Here is the description from the Event: Faulting application pgptray.exe, version 10.2.0.1672, faulting module pgpsdk.dll, version 4.2.0.1672, fault address 0x0008d4d4.

The desktop crashed before the upgrade but occurs more now.

I suggest upgrading to PGP Desktop 10.2 MP3 . You can contact Licensing team and ask them to provide the file for download on fileconnect.symantec.com.

PGPsdk.dll is PGP library .

System:  Standalone Laptop Running XP SP3

Problem #1:  After upgrading to PGP Desktop Professional 10.1.2, the system first did NOT boot at all.

Solution:  Remove a USB Card Reader attached to the system (PGP seems to believe was a token)

Outcome:  It booted correctly.

Problem # 2: Starting PGP Desktop, the following error was generated "Unhandled exception at 0x100d19be in PGPdesk.exe: 0xC0000005: Access violation reading location 0x02e55000."

Solution: Open Options and Deselect (Uncheck) Syncronize Keyring with Tokens and SmartCards.

Apparently, I do have a second SD Card Reader in a Smart Card Slot.  Once again PGP Desktop thought it was a token.

Outome:  PGP Desktop operates smoothly.

SUGGESTION FOR SYMANTEC PGP DEVELOPERS:  Would it be possible to verify that an SD Card Reader or SD Card is not confussed with a Security Token during boot of the system and during the startup of the PGP Desktop Program?

For PGP Desktop the reader is immaterial.  Reader support is handled completely by the operating system.  The only thing PGP Desktop looks for is the available PKCS#11 drivers.  A Desktop fault that is solved by unchecking "Synchronize Keyring with Tokens and SmartCards" is related to PKCS#11 driver loading.

Post-boot issues are also completely separate from pre-boot issues.  At pre-boot time PGP WDE Bootguard communicates directly with the smart card through a supported USB reader (say, a CCID reader).  It's hard to know why your reader caused problems during pre-boot.  I don't think PGP thought your reader was a token, but certianly there could have been some USB initialization issue.

We are having this problem on Windows 7 64-bit with PGP Desktop 10.2.0 MP1 and MP4. During logon the operating system will occasionally pop up a message reading, "PGP Tray has stopped working". It is possible to relaunch the tray from the start menu. When this is done the message may pop up additional times.

This is really good information.Thanks for sharing.

Did you receive any message in problem#1 ?

Hello,

we also have the same issue on Windows 2008 R2 SP1 (Citrix XenApp 6, which is supported) and Outlook 2010 (32 bit) and PGP 10.2MP4

Faulting application name: PGPdesk.exe, version: 10.2.0.2526, time stamp: 0x4f33b8e2
Faulting module name: PGPsdk.dll, version: 4.2.1.2526, time stamp: 0x4f33b6d2
Exception code: 0xc0000005
Fault offset: 0x0008d744
Faulting process id: 0x4e78
Faulting application start time: 0x01ccfdcea70a9db0
Faulting application path: C:\Program Files (x86)\PGP Corporation\PGP Desktop\PGPdesk.exe
Faulting module path: C:\Windows\system32\PGPsdk.dll
Report Id: e65e2dd3-69c1-11e1-b00f-0050569e002c

Is this being fixed in the next release?

Thanks

We redirect the 'My Documents' folder to a network location. It seems that this was causing the problem. 

We modified %appdata%\pgp corporation\pgp\pgpprefs.xml so that ‘privateKeyringFile’ and ‘publicKeyringFile’ both point to a location on the local drive. The PGP Tray application now starts reliably.