Digital Rights Management - Seclore integration troubleshooting

This page is used for troubleshooting when using the 'Encrypt native files with Seclore plugin' option, with additional information regarding the error message from opening a protected file.   

To find out more about how to encrypt files with the Seclore plugin please click here. 

Troubleshooting

When first opening a file please wait for the authentication process to complete. A message will display; if this does not close after a few seconds please read the points listed below. 

1. You are viewing the document using an application (or a version of an application) that is not supported by Seclore FileSecure™.
   To view the document, you should use a supported application. To do this, right-click on the file and choose the Open menu option provided by FileSecure (marked with a red lock icon).
   If this menu option isn’t available it means you might not have FileSecure desktop application installed on your machine. 

2. You don’t have the FileSecure desktop application installed on your machine.
   Please download and install the software from https://seclore.highq.com/seclore/start

3. You have the desktop client installed properly, however, the system is still authenticating your credentials.
   Please allow some more time for the process to complete. If you see a prompt for “User Authentication”, please fill in your credentials then click the Continue button. 

4. You have the desktop client installed and have also provided your credentials but the authentication failed.
   Close the document and open it again providing valid credentials.

5. You have desktop client installed and also provided valid credentials but you do not have permission to view the document.
   You will have to get in touch with the owner of the document to get required permissions on the document. To get the information about the owner, please right-click on the file and select View File Info.

6. You are viewing the document from within a virtual machine or using a remote desktop session.
   FileSecure does not allow viewing of protected files within a virtual machine or using remote desktop.

7. You are viewing the document within the browser.
   Save the document on your machine and then open it from there.

Error message after opening a protected file 

If you try to open a file that has been protected the following message will be displayed. This error message is displayed if "Protected View" is enabled in Microsoft Office. 

To view the document you need to access the "Trust Center" in Microsoft Word (or Excel) and uncheck the options in the "Protected View" section.