Cannot open Symantec FileShare encrypted Office files after installing KB4041691
Last Updated September 24, 2018
Symantec Encryption Desktop (SED) with File Share This issue has been reported on SED versions 10.3.2 MP11 and higher.
Windows 10 1607, Anniversary edition KB4041691 Microsoft Office and also reported with Open Office
After installing KB4041691 on a Win10 1607 computer, encrypted Office files cannot be opened. This applies to encrypted files in a File Share or encrypted files on the computer. They will either fail to open with a message such as:
"(Excel, Word, etc) cannot open the file '
' because the file format or file extension is not valid. Verify that the file has not been corrupted and that the file extension matches the format of the file." The encrypted files can be in a File Share or locally on the computer.
OR: "We're sorry. We can't open <file name>
because we found a problem with its contents."
Or the computer will BSOD with an error indicating a system thread exception not handled. What failed: PGPfsfd.sys
1. Uninstall KB4041691.
2. Uninstall SED, install KB4041691, and reinstall SED.
3. Re-image the affected machines and install Windows 10 1607 with all current patches. Then install SED.
This issue has been referred to our Engineering team for a resolution.
This issue has been corrected in SED 10.4.2 MP2 HF2.
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