When you receive an encryted email, the message displays as cipher text or PGP Desktop does not automatically decrypt the message.
This issue can occur for one of the reasons listed below.
The PGP Tray service may not be started.
Confirm the PGP Tray lock icon is displayed in the Windows system tray.
If the PGP Tray lock is not running, try starting the PGP Desktop to start the PGP services.
PGP Desktop may not have a valid license for PGP Messaging.
Confirm your license includes the PGP Messaging feature.
Click the PGP Tray icon and select About PGP Desktop.
Click License and then mouse over the PGP Messaging icon. A dialogue confirms if the feature is enabled with your license.
If your license does not show any license information or PGP Messaging is not enabled, you may need to re-enroll your PGP Desktop client.
Missing or inaccessible Private key.
Your keyring does not contain the private key associated to the public key to which the message was encrypted.
Click here for more information on how to resolve this issue.
No Passphrase Entered
Email messages will display as cipher text if your passphrase has not been entered for your key.
PGP Desktop is not installed or enrolled with the PGP Universal Server
In a PGP Universal Server managed environment, confirm the PGP Desktop client is registered and receiving policy from the server by opening PGP Desktop and clicking the PGP Messaging Control box. Select your email account from the list and the Account Properties for the account display your PGP Universal Server.
You can also check a PGP entry in the Windows registry to verify PGP Desktop has the correct configuration. In the registry editor, browse to HKEY_LOCAL_MACHINE\SOFTWARE\PGP Corporation\PGP folder. In the right pane, check the PGPSTAMP entry.
In a non-managed installations of PGP Desktop the entry will read Default PGP Stamp. In a PGP Universal Server managed environment of PGP Desktop, this entry is used to determine what PGP Universal Server should be checked with for policy and the stamp will say something similar to: ovid=keys.example.com&mail=hq-examplemail&admin=1
Using PGP Desktop with unsupported operating systems
PGP Desktop may not automatically decrypt messages on systems with unsupported operating systems. Examples of this include using PGP Desktop 9.8.3 on Windows XP sp3 (PGP Desktop 9.9 is required for use with Windows XP sp3), using a version of PGP Desktop prior to 9.6 on Windows Vista.
Imported Document ID: TECH149313
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