This article details an issue for missing Whole Disk Recovery Tokens for user devices on the PGP Universal Server versions 2.10.x and 2.12.x.
Note: This article pertains to a version of PGP Universal Server that has reached an End of Life(EOL) and End of Support Life(EOSL). For more information on the End of Support Life dates for PGP Software products see the following article.
Whole Disk Recovery Tokens allow users to regain access to a drive encrypted using a Whole Disk Recovery Token (WDRT) as the recovery method (for example, if a user forgets their passphrase).
In some versions of PGP Universal Server 2.10.x and 2.12.x, there was an issue where Whole Disk Recovery Tokens (WDRTs) for a small number of users were missing. The likely hood of this occurring is limited to certain specific configurations of PGP Universal Servers in a cluster, served by a load balancer. While seemingly isolated incidents, the impact of missing WDRTs can potentially prevent recovery of encrypted data.
Note that the risk of data loss is only in the case where a user has forgotten a password and no other recovery mechanism is in place. Organizations that employ Administrator Keys or Additional Decryption Keys (ADKs) can use those to recover data in the event of a missing WDRT.
Note: This issue was fixed in a Service Pack for PGP Universal Server 2.12.0 (Service Pack 7). Currently PGP Universal Server 2.12.0 has reached the End of Support Life and is no longer supported. If you are experiencing this issue on PGP Universal Server 2.12.0, upgrade to Symantec Encryption Server 3.3.0 (formerly PGP Universal Server).
For an article on how to determine if Whole Disk Recovery Tokens are missing, click here
For an article on regenerating Whole Disk Recovery Tokens, click here
Imported Document ID: TECH149696
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