When attempting to open an encrypted email message in Outlook, the message fails to open and you receive an error similar to
The Item cannot be opened.
This can occur on systems with the avast or Kaspersky Antivirus software installed. When the avast or Kaspersky Antivirus software is installed, it places a plugin in Outlook that can interfere with the PGP Desktop messaging proxy. This issue is resolved by removing the avast plugin in Outlook.
To remove the avast/Kaspersky plugin
Click Tools >Options.
Select the Other tab then click the Advanced Options button.
Click the Add-In Manager button.
Remove the checkmark next to avast! or Kaspersky plugin and click OK.
Click OK twice to exit the Outlook Options.
Click Tools > Trust Center.
Click Exchange Client Extensions in the Manage list, then click Go.
Remove the checkmark next to avast! or Kaspersky plugin in the Add-In Manager.
Note: This may also apply to other anti-virus programs such as F-Secure.
Imported Document ID: TECH149611
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