When attempting to open an encrypted message sent from the Messaging Security Gateway (MSG) appliance the following error is received: "There was an error retrieving the key for your message. For assistance, please contact: your administrator."
If you are an end user having issues opening encrypted messages, please reach out to the sender, as there is most likely a problem with their platform which they need to resolve locally. The MSG appliance might have issues connecting to the Proofpoint Key Server that is required by the encryption module. Follow these instructions to test the module:
Log in to the MSG Web UI. Select the Information Protection tab. Navigate to Encryption >Settings >Diagnostics. Click the Test button in the top-left corner of the Diagnostics page. If the connection to the key server can't be established, you will receive the following message:
"An unexpected server (e.g., a proxy) may be intercepting the status request. Verify that the URL is directly reachable from your PPS installation." Proceed to check your firewalls and/or other network filtering components to make sure that the appliance is allowed to communicate with the URL from the message above. If the test returns without issues, verify that messages still are being blocked and open a support ticket. Include screenshots of the errors you are receiving, and to ensure that we can help you efficiently, make sure that we can access the MSG appliance for troubleshooting by enabling access to ports 22 and 10000 for the following IP addresses:
126.96.36.199 F-Secure Support / Kuala Lumpur 188.8.131.52 F-Secure Support / HTC Helsinki 184.108.40.206 Proofpoint 220.127.116.11 Proofpoint 18.104.22.168 Proofpoint
Article no: 000015721
How to allow users to be able to see and manage the encrypted messages they have sent through Messaging Security Gateway using the end user web service?
To enable management of sent encrypted messages in the end user web service (euweb):
Log into the Messaging Security Gateway Web UI. Click on the System tab. From the left-side menu, navigate to End User Services > Web Application. Under Settings, change Show Encryption Key Management to On. Click Save Changes at the top left corner.
Article no: 000015840