After receiving a replacement smartphone. a corporate user is able to open some emails but is unable to open encrypted emails. Which of the following troubleshooting steps should a technician take…

Question

Options

• APlace the previous certificate in escrow.
• BVerity the installation of S/MIME on the phone
• CEnsure the users public Key is in the global address list
• DInstruct the user to wait for synchronization to complete.

• A
  4% (1)
• B
  4% (1)
• C
  9% (2)
• D
  83% (19)

Explanation

After receiving a replacement smartphone, the device must synchronize with the mail server to download not just emails but also the certificates and cryptographic keys required to decrypt S/MIME-encrypted messages. Encrypted emails cannot be opened until the device has received and installed the appropriate private key/certificate through the sync process. Since the user can open some (unencrypted) emails, the mail account is configured correctly - the missing piece is the certificate sync. Placing the certificate in escrow (A) is a key management process, not a troubleshooting step. Verifying S/MIME installation (B) and checking the public key in the GAL (C) are secondary steps if waiting for sync does not resolve the issue.

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