Error Handling / Known issues

How to report a bug

Android

Please send any bug reports to support@pep.security.

If you have the time it would help if you could grab a Catlog of this event. You could use https://play.google.com/store/apps/details?id=com.nolanlawson.logcat for that but it will only work if your phone is rooted. Another method would be to use ADB via USB, but that process is a bit more complicated: http://forum.xda-developers.com/showthread.php?t=2141817

p≡p for Outlook

Please send any bug reports to support@pep.security.

Please try to include all log files located in C:/Users/<user>/AppData/Local/pEp/ - log.txt and/or other files alike log_yyyyMMddHHmmss.txt

p≡p for iOS

Please send any bug reports to support@pep.security.

Installation Errors

p≡p for Outlook

Older releases

Following are the issues on the older releases. Please upgrade your p≡p for Outlook to v1.1 if you’re still running older version.

Exit Installation Due to Failure If an error occurred during installation, the screen below will appear. Please click Finish to exit the installer. If instructions were given (for example to install a newer version of Outlook) please complete them before running the installer again.

_images/pEpForOutlook-v1.0.47-ImageInstallScreenFailure.png

No compatible version of Outlook was found on your system Make sure to install Outlook 2010 or newer. If it is already installed, try to repair it. Then run the p≡p for Outlook installation again.

_images/pEpForOutlookImageInstallDialog1.png

Error during installation If you previously removed p≡p for Outlook and didn’t reboot OS after that, GnuPG instance is still running. After rebooting OS, you can install p≡p for Outlook again without issues.

_images/pEpForOutlookSetupUnableCloseInstallationError.png

Error during installation If you previously removed p≡p for Outlook and didn’t reboot OS, GnuPG instance is still running. After rebooting OS, you can install p≡p for Outlook again without issues.

_images/pEpForOutlookSetupGnupgRunningInstallationError.png

Error during installation Outlook is currently running. You need to close Outlook in order to install pEp for Outlook. You have 3 options: close it manually (Press Retry button), let the installer close it (Press Ignore button) or abort the installation (Press Cancel button).

_images/pEpForOutlook-v1.0.100-SetupOutlookRunningError.en.jpeg

Error during installation on Outlook 2010 Office 2010 require Visual Studio 2010 Tools for Office Runtime

_images/Outlook2010issue.jpg

Known Issues

General

  • Sometimes the p≡p installer or some components are reported by as malware by some antivirus scanners. If you have original software from us, these reports are false positives. Please inform immediately your system security provider and send us a support email, so that we can keep track. We periodically check for false detections, but as most virus scanners change their detection patterns multiple times per day, it is impossible for us to prevent all false positives.

  • When updating from an old version 1.0.x and using the trusted server functionality, some message ratings will get downgraded. This means, that a message which was Secure (yellow) and stored decrypted on a trusted server will be displayed with a newer p≡p version as insecure (grey) as p≡p does not trust previously decrypted messages.

p≡p for Android

  • In case of internal errors, the privacy status shows “Mistrusted” (red) instead of “Undefined” (grey), please upgrade to the latest release.

  • p≡p for Android offers search only for locally stored messages on the device, it might not work reliably with searching messages on the server.

Following apps and modules are known to be incompatible with p≡p for Android:

p≡p for Outlook

Following restrictions are known for the current p≡p for Outlook release

  • When the Outlook Plugin of Jive (https://www.jivesoftware.com/) is running, p≡p for Outlook doesn’t work.

  • Shared Data Store files (.ost or .pst): In Outlook it is possible to share Data Store files between multiple accounts. This will cause issues in p≡p for Outlook. We suggest to use one Data Store file per account (which is the default in Outlook).

  • Trusted servers are not supported with Exchange Active Sync due to limitations of the protocol.

p≡p for iOS

  • p≡p sync is not working when devices are having different times (e.g. time difference more than 5 minutes). So please make sure that all devices are running with the same time.

Incompatible plugins

Following Plugins are known to be incompatible with the current p≡p for Outlook release:

Generally we suggest not to use another PGP encryption add-on or application parallel with p≡p.