File Share Encryption

Hi, I am running PGP Whole Disk Encryption 10.1.0. The PGP systray component on my PC (Windows 7 Home) keeps telling me there is an update available to 10.1.1.10, but when I click 'More' nothing happens. Please advise how I should obtain this update. I have searched the Symantec website without success, and attempted to raise a Technical Support case, but the latter keeps asking me for a Technical Contact id which I do not have. 

Before the takeover of PGP I successfully used online support, but I am obviously missing something now.

Many thanks

Mandy Shaw

apologies for the horrible formatting above, the wysiwyg editor seems a bit weird on Chrome

bump

I think this is the current location for this.

Thanks you very much for your response - it's much appreciated.

However I am stuck again, it is asking for my serial number and I don't know where to find this - there is nothing on Help>About (unless I am being really stupid) and the only other information I have is an order number and a customer number, neither of which the serial number prompt will accept.

Please advise where I can find the serial number.

Many thanks

Mandy 

Unfortunately, it sounds like you need to contact Customer Care.

Hello,

You can contact Customer Care for instruction on how to download the update or simply follow the steps below:

1. Login to your license portal account ( https://licensing.symantec.com
2. On the Home Page, Click View All Licenses ( which will show all licenses registered on your account)
3. Once you have the list. click View Details for the Product that you would like to download
4. Click Get Software and you will be directed to Fileconnect on which you will have the option to choose several versions of PGP.

Note: IF you get an error, call customer care immediately so you can request for a temporary serial number which will allow you to download the software in fileconnect.

Thank You. Hope this will help.

Regards

Thank you, I have spoken to Customer Care who have kindly provided a temporary serial number for me to try - I will do so shortly & let you know whether that resolves my problem.

The Licensing Portal doesn't recognise my email address (which I used to order the product, and which PGP Support used when corresponding with me) as a user name, so that didn't help I'm afraid.

There seems to be a great deal of hassle involved in this transition, could you not simply have pre-enrolled all your PGP customers in the Symantec system, post takeover, and emailed us enough details to get us started?

Best regards

Mandy

hmmm... seems that there was an issue with the license portal. I also try to log in and get an error that my email address was not recognize.

- anyway, as you have said, a temporary serial number was already provided and you can use that in fileconnect to download the software. Usually, it will only allow you access for 30 days.

I would suggest that you go here:

http://lems.pgp.com

That will re-direct you to the symantec licensing portal. If you provide them with your email address that you registered through LEMS with originally. it will allow you to register for the Symantec Licensing portal.

Ben Cheever

Technical Support Engineer