Symantec Encryption Management Server new user

I need a solution

So I’m new to this company and they are running Symantec Encryption Management Server.  Just using the File Encryption piece with a hand full of users.

Recently we need to add a new user.

I installed Symantec PGP Desktop (same version as the rest of the users).  

Imported the domain key.  Generated an individual key for the new user and exported it with a password.  All keys at this point in the desktop app show Green and synchronize successfully.

Then I imported it onto the Symantec EMS successfully.

The new user shows up, but not able to open any files.

I did notice that all the other users’ keys are listed as GKM and this user is listed as CKM.  

I’m obviously doing something wrong, but not sure what.

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