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Proofpoint, Inc.

Encryption best practices

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Situation Admin is trying to enable the encryption feature and receives an error message or Encrypted emails are showing as Failed in the Encryption Status (Detailed Email Log Entry)
Solution Contact Support to assist you in fixing this issue and follow account set-up best practices

 

Enabling Encryption brings Error message: An error Occurred Contact System Administrator 

This is the scenario or steps of how this error occurs:   

  1. When a new customer domain is added to the platform, our system creates a unique Identifier in our Encryption Cloud Services. 
  2. When the Admin finishes creating a new customer account and adds the first domain, they tend to go and enable the encryption feature (if they are licensed for it) 
  3. After the Admin has finished setup, they may need to configure additional domains that their customer needs, adding the new domain(s) in the customer account. 

  4. When adding another domain to the account, it tries to attach this domain to the current identifier for the account. If the new domain was already seen in our system, it cannot be applied to the ID, hence the error to contact support.

Best Practices

  1. If the Admin knows that they need to configure more than one domain for the same customer, they need to create all domains FIRST and the last thing to do is enable the Encryption Feature (If customer is licensed for it).
  2. Channel Admin will need to make sure to keep track of customers license renewal. If renewal is overdue, and customer uses encryption, customer encrypted emails will fail to deliver.